Configure the Coveo Insight Panel

The Coveo™ Insight Panel is a search interface meant to be displayed in ServiceNow forms. It automatically leverages the information in the current record, including the keywords the agent is typing, to proactively display 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’re working.

Insight panel embedded in the ServiceNow interface

Implement the Coveo Insight Panel

The procedure below applies for the classic Agent Workspace. If you have switched to the new Agent Workspace interface, which is available since the ServiceNow Orlando release, follow these implementation instructions instead.

  1. In the Now Platform UI of your ServiceNow instance, switch to the Global application (see Application Picker). If the Global application isn’t accessible, you will need to create a single UI Formatter for every table in which you want to implement the Coveo Insight Panel.

  2. Navigate to System UI > Formatters.

  3. On the UI Formatters page, 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).

    2. In the Formatter field, type x_216814_coveo_1_0_coveo-agent-panel.xml.

    3. In the Table drop-down menu, select the table to which you want to add the Coveo Insight Panel (e.g., Case) or Global to make the panel available for any form.

    4. Click Submit.

  5. Switch back to your regular application.

  6. Back on the UI Formatters page, open the formatter you just created.

  7. In the table form you want to edit, click Additional-Actions, and then navigate to Configure > Form Design.

  8. In the Form Design window that appears:

    1. 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.

    2. Click Save in the upper-right corner.

  9. Test your changes:

    1. Open a record in the form you just modified.

    2. Ensure that the Insight Panel appears as expected. If it’s absent or if the case has an unexpected layout, you may be dealing with a domain-separated form or table view. See Domain Separation and/or the ServiceNow documentation for details.

  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 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.

      • In the sn_hr_core_case table, the search page name would be ClassicInsightPanel_sn_hr_core_case.

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

Configure Your Query Pipeline

Once you have implemented the Insight Panel in your ServiceNow instance, you must link it to a query pipeline in your Coveo organization.

  1. On the Coveo Administration Console, in 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 Insight Panel 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 the name of the table to which you added the Insight Panel. The expected pattern is <tableName>_InsightPanel.

    If you add the Insight Panel to the incident table, your pipeline condition must be incident_InsightPanel.

    With such a condition, your pipeline will be used for all queries originating from the Insight Panel.

    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 incident_InsightPanel. With this condition, your pipeline will be used for all queries originating from either your widget or the Insight Panel.

Customize the Insight Panel

Once you have linked the Insight Panel to a query pipeline, a default panel is displayed in ServiceNow under Coveo > Search. While this panel is fully functional as it is, you may want to use a panel that you have tailored to your needs instead or use a custom panel for each table in which you implemented the Insight Panel.

In the Coveo Administration Console, on the Search Pages page, create a new page and name it ClassicInsightPanel_<tablename>.

  • For an Insight Panel in the sn_customerservice_case table, you name your search page ClassicInsightPanel_sn_customerservice_case.

  • In the sn_hr_core_case table, the search page name would be ClassicInsightPanel_sn_hr_core_case.

You can then use the Interface Editor to customize your new search interface. Your changes apply immediately.

Additional Customization

About Domain Separation

If you’re customizing a form, you’re likely working across different domains. Coveo therefore recommends reviewing its FAQ entry on domain separation.

Remove the ServiceNow Contextual Search Results

You may want the results provided by the Insight Panel to replace the default ServiceNow results in your case form. To do so, navigate to the same Form Design window as you used while implementing the Insight Panel, and then remove the Contextual Search Results formatter from the form.

Display Attached Results in the Attached Knowledge Table

By default, the results attached by Coveo for ServiceNow don’t show up in the Attached Knowledge table and are viewable only within the Insight Panel. To include attached knowledge base articles in the Attached Knowledge table, which allows the articles to be linked to cases and incidents, do the following:

  1. In the navigator, type sys_properties.list, and then press Enter.

  2. On the System Properties page, ensure the x_216814_coveo_1_0.attach_kb_to_case property has true in the Value column. If it’s set to false, click the property to switch to true.

  3. Ensure the snsysid property is present on the search results returned. If it’s not, you can add it in the data-fields-to-include parameter for the CoveoResultList template:

    div class="CoveoResultList” data-layout="list”   data-wait-animation="fade" data-auto-select-fields-to-include="true"   data-fields-to-include="@snsysid"
  4. Reload the desired case pace to view the attached knowledge articles.

Create a Field Blocklist

By default, editing the content of any record form field triggers a query to Coveo Cloud, which in turn updates the Insight Panel. Moreover, the content of all form fields is sent as context information for Coveo Machine Learning (Coveo ML) purposes.

However, when some fields are edited frequently or contain irrelevant data, you may want them not to trigger a query. Similarly, some fields may contain sensitive data that you don’t want to send to Coveo Cloud. In such cases, you can create an extension to specify the fields whose content shouldn’t trigger queries and be sent to Coveo Cloud.

See getFieldsToIgnore for details on the function to use in your extension.

Create a ServiceNow Business Rule for Work Notes

You can create a ServiceNow business rule to automatically add a custom work note when a user attaches or detaches a Coveo search result.

What’s Next?

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

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