Coveo for ServiceNow Widget Reference

This page presents the Coveo for ServiceNow widgets that you can leverage to integrate Coveo in your ServiceNow instance and improve user experience (see Leveraging Coveo Widgets).

This page describes the following widgets, as well as their respective options:

This page also explains the Scope and Component options, which are available for most widgets.

About the Scope and Component Options

You can use the Scope and Component widget options to categorize your widgets. For instance, you may want to apply different query filters to your widgets depending on the audience of the page in which each widget is embedded. You therefore need to base your categorization on your audiences.

Create a scope per portal, and use the Component option for subcategories within each portal.

You have two service portals: one for your customers and one for your partners. Among the content you make searchable with Coveo for ServiceNow, there is content intended for customers only, content intended for partners only, and content that should be available to everybody. You therefore want to leverage query filters to ensure that the content displayed in the widgets of each service portal is intended for the correct audience. So, in the options of each widget, you specify either the Customers scope or the Partners scope, and then make the Component options match the widget type the represent, e.g., Searchbox and Case Deflection.

The Scope and Component options are however independent. So, if you do not need subcategories, you can leave the Component box empty, so that any change applies to all widgets in the specified scope. Conversely, you could decide that you do not need a scope and use the Component option only. In such a case, all components would belong to the default ServiceNow scope.

Moreover, when configuring query pipelines in the Coveo Cloud administration console, you can add Search Hub conditions, which use the Scope and Component options (or the Scope option only if Component is empty), with the following filter syntax: <Scope>_<Component>.

  • Your query pipeline has the following condition: Search Hub is ServiceNow_MainSearch. Only queries originating from the widgets part of the Main Search component in the default ServiceNow scope are handled by this pipeline.

  • Your query pipeline has the following condition: Search Hub contains ServicePortal. All queries originating from the ServicePortal scope, regardless of component, are handled by this pipeline.

  • Your query pipeline has the following conditions: Search Hub is CustomersPortal and Search Hub is not CustomersPortal_Recommendations. All queries originating from the ServicePortal scope except those originating from the Recommendations component are handled by this pipeline.

Case Deflection

The Case Deflection widget adds a case deflection panel in a Service Portal page where end users fill out a form to create a case. As the end user describes their issue in the form, the Coveo case deflection panel automatically updates to proactively suggest the most contextually relevant items from a Coveo unified index. If an item seems to provide a solution to their issue, the end user clicks it and is redirected to the item page, thus dropping the case creation process.

Case Deflection Widget Options

  • In the Scope and Component boxes, enter the scope and component in which you want to include the widget.
  • In the Hosted Search Page box, enter the name of a custom Coveo search page to display, just like you would do for the Main Search widget.
  • The CSS classes box can be used to customize the widget CSS.
  • In the Minimum time between automatic queries box, enter the number of milliseconds there should be between each query, i.e., between each time the widget refreshes with new results based on the user’s input. The default number is 750 milliseconds. Increase this number to make the widget refresh less often.
  • Check the Display for anonymous users if you want the widget to be visible to users that are not logged in your portal.

Field Change

The Field Change widget is an invisible widget. When added to a page that contains a record creation form and the Coveo Case Deflection widget, it provides this widget with the most important keywords typed in the form, so that the items displayed in the Case Deflection widget are updated as the user details their issue (see Configuring the Coveo Case Deflection Panel).

The Main Search widget is meant to replace your service portal search page. It displays a Coveo search page, complete with a search box, a result list, and facets.

Main Search Widget Options

  • In the Scope and Component boxes, enter the scope and component in which you want to include the widget.
  • In the Search Page box, enter the Coveo search page name to use in the Main Search widget (see Customize Your Coveo Search Page).
  • The CSS classes box can be used to customize the widget CSS.
  • Check the Display for anonymous users if you want the widget to be visible to users that are not logged in your portal.

Page View Tracker

The Page View Tracker is an invisible widget that tracks the journey of each user on your site, i.e, the pages they visit and the items they click. This data is compiled and analyzed by Coveo Machine Learning (Coveo ML) to provide personalized content recommendations based on the items in which users with a similar profile and journey are interested. The Page View Tracker can be added anywhere in a page.

For a user’s journey on your site to be tracked from start to finish, you must add the Page View Tracker to all your pages. Coveo recommends adding the Page View Tracker to your service portal footer, as this would add the Page View Tracker to all your pages at once, instead of adding it to every page, one at a time.

John Smith is a consumer who recently bought one of the printers your company sells. He accesses your service portal landing page, and then the Products page, in which he searches for color printer. John Smith browses two search results pages and finally clicks a color laser printer item. After reading the printer description and specifications, John Smith has not found the solution to his issue, so he goes to your case creation page.

Page View Tracker Widget Options

In the Content Type box, specify the type of content to track. Your options are articles, courses, downloads, and products. If you do not specify anything, articles applies by default.

Recommendations

The Coveo Recommendations widget provides content recommendations to users visiting the page in which it is embedded (see Coveo Machine Learning Event Recommendations Deployment Overview).

When your site also includes the Page View Tracker widget, the data gathered by the tracker feeds the Recommendations widget with the most relevant item.

Recommendations Widget Options

  • In the Scope and Component boxes, enter the scope and component in which you want to include the widget.
  • In the Title box, enter a widget title to display in the page. If you do not enter anything, the default title is Recommendations.
  • The Sub Title box, enter a widget subtitle to display in the page. By default, no subtitle is displayed.
  • In the Number of results box, enter the number of recommendations to display. If you do not specify a number, the default is 5 recommendations.
  • The CSS classes box can be used to customize the widget CSS.
  • Check the Hide if no results are returned box to avoid displaying an empty Recommendations box when no items are fed.
  • Check the Display for anonymous users if you want the widget to be visible to users that are not logged in your portal.

The Searchbox widget, when added to a page, displays a Coveo searchbox meant to replace the default ServiceNow search feature. When an end user enters keywords in this box, they search your Coveo unified index and get results from your different content sources. The user is then redirected to a page that contains a Main Search widget, in which their search results are displayed.

Searchbox Widget Options

  • In the Scope and Component boxes, enter the scope and component in which you want to include the widget.
  • In the Full Search Page ID box, enter the ID of a ServiceNow page in which you embedded the Main Search widget (see Replacing the Service Portal Search Page). Users will be redirected to this page to view their search results.
  • The CSS classes box can be used to customize the widget CSS.
  • In the Placeholder, enter text to display when nothing has been typed in the searchbox.
  • Check the Display for anonymous users if you want the widget to be visible to users that are not logged in your portal.