- Step 1 - Installing Coveo for ServiceNow
- Step 2 - Creating a ServiceNow Source
- Step 3 - Replacing the Service Portal Search Page
- Step 4 - Replacing the Service Portal Search Boxes
- Step 5 - Configuring the Case Deflection Panel
- Step 6 - Configuring the Insight Panel
- Step 7 - Adding the Page View Tracker to Your Portal Pages
- Step 8 - Configuring a Recommendations Panel
- Step 9 - Configuring Query Filters
- Step 10 - Configuring Machine Learning Models
- Step 11 - Adding Coveo for ServiceNow to the Virtual Agent
Replacing the Service Portal Search Page
Coveo search pages do not simply match keywords with items: they also leverage machine learning and usage analytics to ensure that the content returned to each search page user is the most relevant for them, based on their profile and inferred intentions. Coveo search pages also make it possible for users to search many content sources at once, which typical search engines do not allow. Therefore, to take full advantage of Coveo for ServiceNow and leverage Coveo’s unique features to improve your users’ search experience in your Service Portal, you should replace your Service Portal search engine with a customizable Coveo search page.
Replace Your Current Service Portal Search Page With a Coveo Search Page
- In the Now Platform UI of your ServiceNow instance:
- Navigate to Service Portal > Pages.
- Find and open your Service Portal search page record (typically, this is the record whose ID is
You should create a backup copy of the record by clicking the Clone Page button in the top-right corner of the record form. When this is done, navigate back to the original record before proceeding on to the next step.
- In the Related Links section, click Open in Designer.
- In the Service Portal Designer application that opens in a new browser tab:
- Delete all widgets and containers in the page, or reorganize them to make room for the large Coveo Main Search widget.
- Create a one-column container or, if you want to display personalized recommendations next to the search results list, a two-column container (see Recommendations Widget and Configuring a Recommendations Panel).
The Main Search and the Recommendations widget in a two-column container:
- Drag and drop the Coveo Main Search widget inside the container (see Main Search).
For navigation purposes, you may also want to add a one-column container with a
breadcrumbswidget right above the container with the Coveo Main Search widget.
- Optionally, customize the Main Search widget (see Customize a Widget and Main Search Widget Options).
Click Preview to see how your Coveo search page looks on different display sizes.
Customize Your Coveo Search Page
Once you have added the Coveo Main Search widget to your portal search page, you may want to customize the page that the widget displays. This step is however optional.
When customizing the search page for the first time:
- In a new tab, access the Coveo Cloud administration console Search Pages page (see Access the “Search Pages” Page).
- Create and customize a new search page (see Add a Search Page). Note your new search page name, as you will need to enter it in the ServiceNow interface later.
- Back in the Service Portal Designer, in the top right corner of the Coveo Main Search widget, click the Edit Widget icon ().
- In the dialog box that appears, under Search Page, enter the name you gave your custom search page when you created it in the Coveo Cloud administration console.
- Click Save.
Next time you want to edit your Coveo search page, there are two ways to access the Interface Editor (Interface Editor):
In the Service Portal Designer Preview tab, click the Edit Seach Page icon () that appears on the left-hand side of the Coveo Main Search widget.
In the Coveo Cloud administration console, access the Search Pages page, and then the Interface Editor (see Accessing the Interface Editor from the Coveo Cloud Administration Console).
Replace the current search boxes in your Service Portal pages with standalone Coveo search boxes in order to properly forward queries to your Coveo search page, and to eventually provide Coveo Machine Learning (Coveo ML) Query Suggestions (QS) to your customers (see Replacing the Service Portal Search Boxes).