Customizing the Coveo for ServiceNow Components

You can customize all out-of-the-box Coveo™ for ServiceNow components as you see fit. For instance, you could add a new tab in your Coveo insight panel, remove an existing facet from your Coveo search page, create a new result template for your Coveo case deflection panel, change the placeholder text in your standalone Coveo search box, etc.

Before attempting any Coveo for ServiceNow component customization, ensure that you have at a least basic understanding of how the Coveo JavaScript Search Framework works.

The following procedure explains how a ServiceNow instance administrator or developer can customize their standalone Coveo search box across all Service Portal pages in which it is used.

To customize your standalone Coveo search box

  • In the UI of your ServiceNow instance:
    1. Set the application context to Coveo_1.00 (see Application Picker).

      When you are done customizing your standalone Coveo search box, you should set the application context back to Global.

    2. Navigate to Service Portals > Widgets.
    3. Find and open the record whose ID is coveo-searchbox.

      You should create a backup copy of the record by clicking the Clone Widget button in the top-right corner of the record form. When this is done, navigate back to the original record before proceeding on to the next step.

    4. In the record form, modify the value of the Body HTML template field as required.

      You may want to keep the reference documentation for the Searchbox, Querybox, and Omnibox Coveo JavaScript Search Framework components at hand.

    5. Click Update.

Customizing Other Coveo for ServiceNow Components

The following procedure explains how a ServiceNow instance administrator or developer can customize their Coveo search page, Coveo case deflection panel, or Coveo insight panel.

To customize your Coveo search page, Coveo case deflection panel, or Coveo insight panel

  1. Ensure that you have loaded the Coveo for ServiceNow component you want to customize at least once.
  2. In the UI of your ServiceNow instance:
    1. Navigate to Coveo > Coveo Pages.
    2. Find and open the record whose Search Hub value corresponds to the Coveo for ServiceNow component you want to customize (e.g., CustomerServicePortal_coveo-main-search).

      You should create a backup copy of the record by clicking the Clone Page button in the top-right corner of the record form. When this is done, navigate back to the original record before proceeding on to the next step.

    3. In the record form, modify the value of the Search Template field as required.
    4. Click Update.