Entitlements (Coveo for ServiceNow)

This is for:

System Administrator
In this article

This article presents index item storage and recommendation limits associated with various ServiceNow integrations.

Storage

The storage allocation for Coveo for ServiceNow is limited to a certain number of items per Coveo production organization. An item is an element of content in the Coveo index such as a ServiceNow knowledge base article, a catalog item, a customer service case, etc.

Each customer is allocated items based on the number of agents, users, or queries per month (QPM) specified in the purchase order and on the information in the following table.

Note

Customers onboarding with Coveo after October 1, 2022, who exceed their item limit will be allowed a limited overage, then blocked from indexing new content or refreshing their index content unless they purchase additional items from Coveo or delete content from their index. Purchasing additional items is only available for the Pro and Enterprise editions.
Allocation type Coveo license type Item allocation
Included CSM Agents Integration 20 K per user
Field Services / Fulfillers Integration 5 K per user
CSM Portal Integration 1 M per 100 K QPM
ServiceNow Employee Experience 4 K per user
Additional purchase Minimum increments All 1 M
Limit All 60 M
Example

You have the ServiceNow Employee Experience with 800 users. Your item allocation specific to Coveo for ServiceNow is therefore calculated as follows:

4 K items per user * 800 users = 3.2 M items

Recommendations

The Coveo Machine Learning (Coveo ML) Content Recommendations (CR) feature presents a user with most relevant content consulted by other users with a similar navigation history (see About Content Recommendations).

Each Coveo for ServiceNow customer is allocated a limited number of recommendation queries (expressed in recommendations per month (RPM)) per Coveo production organization based on the information in the following table.

Allocation type Coveo license type Recommendation allocation

Included

CSM Agents Integration

3 K per user

Field Services / Fulfillers Integration

1.5 K per user

CSM Portal Integration

300 K per 100 K QPM

ServiceNow Employee Experience

1 K per user

Additional purchase

All

500 K
Example

You have the ServiceNow Employee Experience with 800 users. Your recommendation allocation is therefore calculated as follows:

1 K recommendations per user * 800 users = 800 K recommendations