Configuring the Coveo Insight Panel

A Coveo™ insight panel is a search interface meant to be displayed in case forms. The Coveo insight panel automatically leverages information about the current case record to provide support agents with the most contextually relevant solutions.

Adding a Coveo Insight Panel to Your Case Form

The following procedure explains how a ServiceNow instance administrator or developer can add a Coveo insight panel to their case form.

To add a Coveo insight panel to your case form

  1. In the Now Platform UI of your ServiceNow instance:
    1. Set the application context to Customer Service (see Application Picker).

      When you are finished with this procedure, you should set the application context back to Global.

    2. Navigate to System Definition > Tables.
    3. Find and open the record whose Name is sn_customerservice_case.
    4. In the Related Links section, click Design Form.
  2. In the Form Design application that opens in a new browser tab:
    1. In the top left corner of the screen, in the second dropdown menu, select Case.
    2. Drag and drop the Coveo Insight Panel Formatter - Case formatter where you want your Coveo insight panel to appear in the case form.

      A good place to put the Coveo insight panel is under the case form table fields.

    3. In the top right corner of the screen, click Save.
  3. Back in the Now Platform UI of your ServiceNow instance:
    1. Navigate to Customer Service > Cases > All.
    2. In the table, open any case record (or create a new case).

      If everything is setup properly, you should now see an insight panel that gets automatically updated to return items matching the context of the current case.

Adding a Coveo Insight Panel to Other Forms

The following procedure explains how a ServiceNow instance administrator or developer can add a Coveo insight panel to a form other than their case form (e.g., to their incident form)

To add a Coveo insight panel to a form other than your case form

  1. In the Now Platform UI of your ServiceNow instance:
    1. Navigate to System UI > Formatters.
    2. In the table, in the upper left corner, click New.
    3. In the new record form:
      1. In the Name field, enter an appropriate name for your new formatter (e.g., Coveo Insight Panel Formatter - Incident).
      2. In the Formatter field, type coveo-agent-panel.
      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., incident)
      4. Click Submit.
  2. Follow the Adding a Coveo Insight Panel to Your Case Form procedure presented in this article, adapting it as required.

What’s Next