Entitlements (Coveo for ServiceNow)

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 Cloud production organization. An item is an element of content in the Coveo Cloud 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.

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 All 1 M

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) Event Recommendations (ER) feature presents a user with most relevant content consulted by other users with a similar navigation history (see About Event Recommendations).

Each Coveo for ServiceNow customer is allocated a limited number of recommendations (expressed in recommendations per month (RPM)) per Coveo Cloud 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

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

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