- Step 1: Install Coveo for ServiceNow
- Step 2: Create a ServiceNow Source
- Step 3: Plan for Query Pipelines
- Step 4: Replace the Service Portal Search Page
- Step 5: Replace the Service Portal Search Boxes
- Step 6: Configure the Case Deflection Panel
- Step 7: Configure the Insight Panel
- Step 8: Add the Page View Tracker to Your Portal Pages
- Step 9: Configure a Recommendations Panel
- Step 10: Configure the Built-In Coveo-Powered Search Page
- Step 11: Configure Query Filters
- Step 12: Add Coveo for ServiceNow to the Virtual Agent
- Step 13: Configure Machine Learning Models
Replace the Service Portal Search Page
A Coveo-powered search page not only matches keywords with items, it also leverages machine learning and usage analytics to ensure that the content returned to each user is the most relevant for them, based on their profile and inferred intentions. A Coveo-powered search page also makes it possible for users to search many content sources at once, which typical search engines don’t 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 page with a customizable Coveo-powered search page.
Replace Your Current Service Portal Search Page With a Coveo-Powered 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
If you’re using Page Route Maps (Service Portal > Page Route Maps) to redirect references to the
searchpage to another search page, you must open the search page to which the redirect is routed. For example, if you redirect
sp_search, you must open the
You should create a backup copy of the record by clicking Clone Page in the upper-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.
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.
Click Preview to see how your Coveo-powered search page looks on different display sizes.
Customize Your Coveo-Powered 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:
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, click in the upper-right corner of the Coveo Main Search widget.
In the dialog that appears, under Hosted Search Page, enter the name you gave your custom search page when you created it in the Coveo Administration Console.
Configure Your Query Pipeline
Once you have implemented the widget in your ServiceNow instance, you must link it to a query pipeline in your Coveo organization.
Click an existing pipeline, and then in the Action bar, click Edit components.
Create a new pipeline for your Coveo for ServiceNow widget to use.
In the query pipeline panel, create a condition enforcing a specific search hub (
Search hub is) for the pipeline. The filter value to enter depends on your widget configuration:
If you didn’t provide Scope and Component values in the widget options, enter
If you provided a scope and a component, enter them in the following format:
For a widget with a
Portalscope and a
MyWidgetcomponent, your condition value should be
Portal_MyWidget. Your complete pipeline condition is therefore
Search Hub is Portal_MyWidget.
With such a condition, your pipeline will be used for all queries originating from the widget.
If your pipeline already has a condition, ensure to include this previous condition in your new one with an
For example, your pipeline has the following condition:
Search Hub is Portal_MyWidget. You want to link a new portal widget to this pipeline, so your new condition is
Search Hub is Portal_MyWidget OR Search Hub is Portal_MySecondWidget. With this condition, your pipeline will be used for all queries originating from one of these widgets.
Replace the current search boxes in your Service Portal pages with standalone Coveo search boxes in order to properly forward queries to your Coveo-powered search page, and to eventually provide Coveo Machine Learning (Coveo ML) Query Suggestions (QS) to your customers.