Replacing the Service Portal Search Boxes

A standalone Coveo™ search box not only forwards queries to a full Coveo-powered search page, but can also provide Coveo Machine Learning (Coveo ML) Query Suggestions (QS) as the end user is typing.

To take full advantage of the Coveo for ServiceNow integration, one of the first things you should do is replace your current Service Portal home page search box with a standalone Coveo search box. Eventually, you should do the same for all of your other search-enabled Service Portal pages.

Replace the Search Box in the Service Portal Home Page

This procedure explains how a ServiceNow instance administrator or developer can replace the current search box in their Service Portal home page with a standalone Coveo search box.

  1. In the Now Platform UI of your ServiceNow instance:

    1. Navigate to Service Portal > Pages.

    2. Find and open your Service Portal home page record (typically, this is the record whose ID is index).

      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 with the next step.

    3. In the Related Links section, click Open in Designer.

    4. In the Service Portal Designer application that opens in a new browser tab:

      1. Delete the current search box widget from the page.

      2. Drag and drop the Coveo Searchbox widget inside the container where the default search box widget used to be, or wherever you want your standalone Coveo search box to appear in the page (see Searchbox).

      3. In the widget options, in the Full Search Page ID box, enter the ID of the page in which you added the Coveo Main Search widget (see Customize a Widget and Replacing the Service Portal Search Page). Users will be redirected to this page to view their search results.

      4. Optionally, customize the Searchbox widget. Thanks to the Scope and Component options, you can name your widget according to your convention.

      5. If you want to define some page-specific CSS rules to ensure that your standalone Coveo search box is rendered as desired (see Customize the CSS of a Widget):

        1. Click Edit Page Properties.

        2. Modify the value of the Page Specific CSS field as needed.

          You add a #CoveoSearchbox { padding: 10% 0; } rule to adjust the vertical alignment of the widget.

        3. Click Save.

      6. Click Preview to see how your Service Portal home page looks on different display sizes with your standalone Coveo search box.

        Your standalone Coveo search box will only start displaying query completion suggestions once you have configured a Coveo ML QS model in your query pipeline, and that model has had time to learn from sufficient usage analytics data (see Configuring Coveo Machine Learning Models).

        If you don’t want your standalone Coveo search box to display query suggestions at all, you must explicitly set its enableQuerySuggestAddon option to false. To do so, however, you must have at a least basic understanding of how the Coveo JavaScript Search Framework works. The JavaScript Search Framework Tutorial is a good place to start, and the Reference Documentation can also be very helpful.

Replace the Search Box in Other Service Portal Pages

You can replace the search box of other search-enabled Service Portal pages to ensure that queries originating from those pages are correctly forwarded to your Coveo-powered search page and to eventually provide your customer with Coveo ML query suggestions (see Coveo Machine Learning and Query Suggestions Feature). To do so, follow the procedure to replace the search box in the Service Portal home page presented in this article, adapting steps 1.b and 1.d.iii to your current needs.

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 Cloud organization.

  1. In the Coveo Cloud Administration Console, on the Query Pipelines page:

    • If you want to use an existing pipeline, select it, and then in the Action bar, click More > Edit.

    • Create a new pipeline for your Coveo for ServiceNow widget to use.

  2. In the Add/Edit a 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 ServiceNow.

    • If you provided a scope and a component, enter them in the following format: Scope_Component.

      For a widget with a Portal scope and a MyWidget component, 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 OR operator.

    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.

What’s Next?

Add a Coveo case deflection panel to a Service Portal record creation form to empower your customers with Coveo relevancy (see Configuring the Coveo Case Deflection Panel).

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