Configure the Coveo Insight Panel

The Coveo Insight Panel is a search interface that you can add to the ServiceNow Agent Workspace, and to a ServiceNow form in the standard ServiceNow interface.

The Insight Panel automatically leverages the information in the current record, including the keywords the agent types, to proactively display the most contextually relevant content. This lets users search various sources of content directly in the page in which they’re working.

In addition to displaying the most contextually relevant content, the Insight Panel also includes additional features, such as Filters, User Actions, and Result Actions.

Implement the Insight Panel

Depending on your workflow, you can implement the Coveo Insight Panel so that it appears in a specific record view, such as an incident or case view, in the ServiceNow Agent Workspace interface.

Instead of, or in addition to, adding the Insight Panel to the Agent Workspace, you can implement the Insight Panel so that it appears in a ServiceNow form, such as an incident or case, when viewed in the standard ServiceNow interface outside of the Agent Workspace.

Add the Insight Panel to the ServiceNow Agent Workspace

The ServiceNow Agent Workspace interface consists of three panels. When you add the Insight Panel to the Agent Workspace, it appears in the Contextual Side Panel on the right-hand side.

Agent Workspace new interface with Insight Panel in the Contextual Side Panel

To add the Insight Panel to the ServiceNow Agent Workspace

  1. In the Now Platform UI of your ServiceNow instance, navigate to Workspace Experience > Actions & Components > Contextual Side Panel.

  2. On the Action Assignments page, click New.

  3. In the new record form, in the Action Label field, enter a label for your new action record.

  4. In the Action Name field, enter a unique name for your action.

  5. In the Implemented as drop-down menu, select UI component.

  6. In the Specify UI component field, look up and select vsc-coveo-agent-panel.

  7. In the Icon field, look up and select an icon to represent the Insight Panel in the Contextual Side Panel menu, such as magnifying-glass-outline.

  8. In the Tooltip field, enter the text that appears when a user hovers over the panel icon.

  9. In the Table field, select the table for which the Insight Panel appears. If you select global, the Insight Panel appears in the records of all tables.

  10. In the Order field, enter an integer representing where the Insight Panel icon should appear in the Contextual Side Panel menu. If you enter 0, this icon is the first in the menu, and the Insight Panel is loaded with the record.

  11. Under Related Links, click Advanced View.

  12. In the Workspace field, select the workspace in which you want to add the Insight Panel. Leave the field empty to add the Insight Panel to all workspaces.

  13. In the Component Attributes tab:

    1. In the Scope and Component fields, enter the desired values to identify the Insight Panel. Take note of the values as you’ll need them when configuring the query pipeline for the Insight Panel.

    2. By default, editing the content of any record form field triggers a query to Coveo, 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. To avoid triggering a query when certain fields are edited frequently, contain irrelevant data, or if fields contain sensitive data that you don’t want to send to Coveo, you can specify the fields to ignore in the fieldsToIgnore field as comma-separated values.

    3. In the searchPageId field, enter the name of the Coveo search page that you want to use for the Insight Panel.

      Notes
    4. The User Actions feature displays the documents clicked and queries made by the customer who opened the incident or case. By default, the Insight Panel displays the actions associated to the user that’s specified in the Opened by record form field. If you want to use a different form field for this purpose, specify it in the tableCreatorField field.

  14. At the upper-right corner, click Update.

Disable the ServiceNow Agent Assist Feature

If you’ve implemented the Insight Panel in the Agent Workspace, you may want to disable the ServiceNow Agent Assist feature for the table(s) in which you added the Insight Panel. Though the ServiceNow Agent Assist feature offers search, item suggestion, and attachment features comparable to that of the Coveo Insight Panel, its recommendations are limited to ServiceNow items and aren’t powered by Coveo Machine Learning (Coveo ML).

To remove the Agent Assist feature

  1. In the Now Platform UI of your ServiceNow instance, navigate to Workspace Experience > Actions & Components > Contextual Side Panel.

  2. On the Action Assignments page, open the Agent Assist action that’s associated with the table in which you’ve implemented the Insight Panel.

  3. In the record, clear the Active box.

  4. At the upper-right corner, click Update.

Add the Insight Panel to a Form in the Standard ServiceNow Interface

You can implement the Insight Panel so that it appears in a ServiceNow form, such as an incident or case, when viewing the form in the standard ServiceNow interface outside of the Agent Workspace. You can position the Insight Panel on the form as desired.

Insight panel embedded in the ServiceNow interface

To add the Insight Panel to a ServiceNow form

  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 must 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, at 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, such as Coveo Insight Panel.

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

    3. In the Table drop-down menu, select the table for which you want to make the Coveo Insight Panel formatter available, such as case or incident, or select global to make the panel available to any form. You can add the Coveo Insight Panel formatter to a specific table later in these steps.

    4. Click Submit.

  5. Switch back to your regular application.

  6. Navigate to System UI > Formatters, and open the formatter you just created.

  7. Click Additional-Actions, and then navigate to Configure > Form Design.

  8. At the top-left of the Form Design page:

    • Select the table in which you want to add the Insight Panel.

    • If required, select the desired table view.

  9. In the menu on the left, scroll down to the Formatters list, and then drag the Insight Panel formatter you created to the desired location on the form.

  10. If the form includes the Contextual Search Results ServiceNow formatter, remove the formatter from the form to replace the default ServiceNow results with the results provided by the Insight Panel.

  11. At the upper-right corner, click Save.

  12. By default, your Insight Panel uses a preconfigured search page. To create a custom search page for the Insight Panel, see Customize the Insight Panel Search Page.

  13. Test your changes:

    1. Open a ServiceNow record in the form that contains the Insight Panel.

    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.

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 Query Pipelines (platform-eu | platform-au) page of the Coveo Administration Console, do one of the following:

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

    • Create a new query pipeline for your Insight Panel, and then refer to the following step to create the pipeline Condition in the Add a Query Pipeline panel.

  2. In the Add/Edit a Query Pipeline panel, create a condition to enforce a specific search hub (Search hub is) for the pipeline. The filter value you enter differs based on if the Insight Panel is in the ServiceNow Agent Workspace or a ServiceNow form.

    Note

    If your pipeline already has a condition, you must create a new condition and include both values with an OR operator.

    For example, an existing pipeline has the following condition: Search Hub is Portal_MyWidget. To link the Insight Panel to this pipeline, you create a new condition with the value Search Hub is Portal_MyWidget or Search Hub is Agent_WorkspaceInsight. With this condition, your pipeline is used for all queries that originate from either your widget or the Insight Panel.

    • For an Insight Panel in the ServiceNow Agent Workspace:

      • If you didn’t provide Scope and Component values in the Insight Panel Action Assignment record, enter ServiceNow. Your complete pipeline condition is therefore Search Hub is ServiceNow.

      • If you provided Scope and Component values, enter them in the following format: Scope_Component.

        Example

        For a widget with an Agent scope and a WorkspaceInsight component, your condition value should be Agent_WorkspaceInsight. Your complete pipeline condition is therefore Search Hub is Agent_WorkspaceInsight.

        With such a condition, the pipeline is used for all queries that originate from the Insight Panel.

    • For an Insight Panel in a ServiceNow form, enter the name of the table in ServiceNow to which you added the Insight Panel. The expected pattern is <tableName>_InsightPanel.

      Example

      If you add the Insight Panel to the incident table, your pipeline condition value must be incident_InsightPanel. Your complete pipeline condition is therefore Search Hub is incident_InsightPanel.

      With such a condition, the pipeline is used for all queries that originate from the Insight Panel.

  3. Add a rule to override the large query expression (lq) parameter value so that it uses the textual data a user enters in the issue description field when creating the form:

    1. At the upper-right corner, click Menu, and then click Add query parameters rule with code.

      1. In the Add a Rule With Code dialog, enter the following rule to set the large query expression (lq) to the name attribute of the issue description field in the case creation form, which is comments:

        override query lq:"<@+ $context.comments +@>"
        Note

        Depending on the format of the catalog item, you may need to replace comments with the name attribute of the form input data that you want to send along with the search query. For example, to send the short_description data along with the search query, your rule would be:

        override query lq:"<@+ $context.short_description +@>"
      2. Click Add with code.

    2. Click the rule you just created, and then click Edit in the Action bar.

    3. In the Edit a Query Parameter Rule panel, under Condition, select or add a Query is empty condition.

Coveo Insight Panel Features

In addition to displaying the most contextually relevant content, the Insight Panel offers the following features:

Filters

Also known as facets in a regular Coveo for ServiceNow search page, the Insight Panel filters allow agents to further refine their search results by displaying only the items that match the selected criteria.

Tip

You can customize the filters in your custom search page.

Insight Panel Using Filters

User Actions

The Insight Panel User Actions feature lets agents see the items customers clicked, and the terms they queried, before they created the incident or case. This allows the agents to retrace the customer’s journey around your portal and adapt their approach accordingly.

Note

If you’re using a custom search page for your Insight Panel, you must enable the User Actions feature for the corresponding search page. The User Actions feature is enabled by default in the preconfigured default search page for the Insight Panel.

Insight Panel User Actions

A Viewed by Customer label also identifies the items the customer accessed.

Insight Panel Viewed By Customer

Result Actions

When an agent hovers over a search result, result action buttons appear:

  • Clicking Attach Result creates a comment with a link to the item for future reference.

    Insight Panel Viewed By Customer
    Tip

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

  • Clicking Copy copies the item title and URL to the clipboard. The agent can then paste this information in a separate document, a chat window, etc.

    Insight Panel Viewed By Customer
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