Configuring the Coveo Insight Panel

A Coveo™ insight panel is a search interface meant to be displayed in ServiceNow forms. The Coveo insight panel automatically leverages information in the current record, including the keywords a support agent is typing, to proactively provide them with the most contextually relevant content. Therefore, with the insight panel, users can search various sources of content without leaving the entity page with which they are working.

Insight panel embedded in the ServiceNow interface

Adding a Coveo Insight Panel to a ServiceNow Form

For each table in which you want to embed a Coveo insight panel:

  1. In the Now Platform UI of your ServiceNow instance, switch to the AI-Powered Search & Recommendations by Coveo application (see Application Picker).
  2. Navigate to System UI > Formatters.
  3. In the UI Formatters page, table, in the upper left corner, click New.
  4. In the new record form:
    1. In the Name field, enter an appropriate name for your new formatter (e.g., Coveo Insight Panel Formatter - Case).
    2. In the Formatter field, type coveo-agent-panel.xml.
    3. In the Table dropdown menu, select the item that corresponds to the form you want to add an Coveo Insight panel to (e.g., Case).
    4. Click Submit.
  5. Switch back to your regular application.
  6. Back in the UI Formatters page, open the formatter you just created.
  7. In the table form you want to edit, click the Additional Actions icon (Additional Actions icon), and then navigate to Configure > Form Design.
  8. In the Form Design window that appears:
    1. In the upper left corner, select the desired table in the drop-down menu (e.g., if you selected Case earlier, select Case again).
    2. In the menu on the left, scroll down to the Formatters list, and then drag the formatter you created earlier and drop it in the form.
    3. In the upper right corner, click Save.
  9. Test your changes:
    1. Navigate to Case > All.
    2. Open a case, and then ensure that the insight panel appears as expected.
  10. Optionally, you can edit the search page used in the insight panel. By default, the insight panel displays a default search page, but you can create a new one for each table:
    1. In a new tab, access the Coveo Cloud administration console Search Pages page (see Access the “Search Pages” Page).
    2. Create and a new search page, and name it ClassicInsightPanel_<tablename> (see Add a Search Page).

      For an insight panel in the sn_customerservice_case table, you name your search page ClassicInsightPanel_sn_customerservice_case.

    3. Edit your new search page as desired, and then save it. Your changes will apply immediately.

What’s Next?

Add the Page View Tracker widget to your portal pages, as it is necessary to implement the Recommendations widget.