New features
New features
Coveo provides new features and enhancements through regularly scheduled updates. This article presents the main new features and enhancements for Coveo for ServiceNow administrators and users.
New features and enhancements are introduced via the following Coveo application releases:
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The Coveo Platform is the cloud service where your Coveo organization index is hosted and configured. Coveo releases are automatically deployed for all Coveo Administration Console users.
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Coveo for ServiceNow integration releases
The Coveo for ServiceNow integration provides Coveo search interface functionality and configuration options in a ServiceNow instance. Coveo for ServiceNow integration releases typically coincide with ServiceNow releases, and the releases must be installed in ServiceNow by an instance administrator or developer.
New features in Coveo Platform releases
February 17, 2021 release
Use custom table fields in user criteria records
Though Coveo for ServiceNow supports base user criteria permissions in ServiceNow, user criteria records with advanced permissions are not supported by default. If your ServiceNow source is configured to replicate the ServiceNow item permission system, you can use custom table fields in a ServiceNow user criteria record with advanced (scripted) permissions to replicate the ServiceNow user permissions and index who can access source items through a Coveo-powered search interface.
New features in Coveo for ServiceNow integration releases
June 2024 release (24.1.2)
See also the release notes
Show user actions prior to ticket creation in User Activity Timeline
The Insight Panel User Actions timeline now shows the creation of a ticket, such as an incident or case, as a user activity. Also, the default view of the User Activity Timeline now shows the user actions prior to ticket creation. You can click More Actions to see additional user actions after the ticket was created.
June 2023 release (23.2.2)
See also the release notes
Support for ServiceNow Vancouver
Coveo for ServiceNow supports the ServiceNow Vancouver release.
Support Coveo organization endpoints in Coveo for ServiceNow
By default, Coveo for ServiceNow now uses your Coveo organization’s region-agnostic endpoints, called organization endpoints, for search and usage analytics requests.
Modify the record creator value for User Actions
A new getRecordCreator extension point function allows you to modify the record creator value that’s used to fetch the user on which to base the Insight Panel User Actions.
Disable Coveo for ServiceNow’s built-in work notes
To avoid multiple work note entries, you can now disable Coveo for ServiceNow’s built-in work notes feature when using a ServiceNow business rule for work notes.
March 2023 release (23.1.3)
See also the release notes
Customize the search token request body
A new getSearchTokenRequestBody extension point function allows you to customize the payload when generating a search token from the Coveo Insight Panel search interfaces in ServiceNow.
Specify fields that trigger a query for the Insight Panel
When using the Coveo Insight Panel in a CSM workspace or a standard form in ServiceNow, a new getFieldsToInclude extension point function allows you to trigger a query to Coveo, and subsequently update the Insight Panel, only when certain fields are edited.
By default, editing the content of any form field triggers a query to Coveo.
Support for ServiceNow Utah
Coveo for ServiceNow supports the ServiceNow Utah release.
December 2022 release (22.2.1)
See also the release notes
Add the Insight Panel to a CSM Configurable Workspace interface
You can now add the Coveo Insight Panel to a CSM Configurable Workspace interface in ServiceNow. The Insight Panel provides agents with a Coveo-powered search interface and proactive content recommendations directly in the record they’re working.
April 2022 release (22.1.9)
See also the release notes
Support for localized strings in the Coveo JavaScript Search Framework
Coveo for ServiceNow search interfaces now leverage the default localized strings in the Coveo JavaScript Search Framework.
This works by default if your ServiceNow language ID matches the language culture file key in the Coveo JavaScript Search Framework.
If not, you can use the new getJsUiCultureMap extension point function to map to the appropriate language culture file.
Support for ServiceNow San Diego
Coveo for ServiceNow supports the ServiceNow San Diego release.
December 2021 release (21.3.12)
See also the release notes
September 2021 release (21.3.4)
See also the release notes
Support for ServiceNow Rome
Coveo for ServiceNow supports the ServiceNow Rome release.
September 2021 release (21.2.51)
See also the release notes
Support for Coveo HIPAA Platform organizations
You can now configure your ServiceNow instance to connect to an organization that is on the Coveo HIPAA Platform.
February 2021 release (21.1.0)
See also the release notes
New Top Queries widget
The Coveo Top Queries widget provides query recommendations to users visiting the page in which the widget is embedded.
June 2020 release (1.1.0)
See also the release notes
Implement the Insight Panel in the new Agent Workspace interface
If you use the new Agent Workspace interface released with Orlando, you can now implement the Coveo Insight Panel in its Contextual Side Panel. The Insight Panel then provides your agents with a search interface and proactive content recommendations powered by Coveo Machine Learning.
Create a field blocklist for the Insight Panel
By default, all fields of record forms in which the Insight Panel is implemented are sent to Coveo when they are edited or when the agent makes a query.
However, some fields may contain irrelevant or sensitive data that you don’t want to send to Coveo.
In such a case, you can create an extension with the new getFieldsToIgnore function to specify the fields whose content shouldn’t be sent to Coveo.
This function is available for the Insight Panel when it is implemented in the classic Agent Workspace interface. With the new Agent Workspace interface, you can specify the fields to ignore as you configure the Insight Panel. You therefore don’t need to create an extension if you use this interface.
April 2020 release (1.0.8)
See also the release notes
Use extension points to customize your Coveo for ServiceNow deployment
You can use the Coveo for ServiceNow extension point to further customize certain aspects of your Coveo for ServiceNow deployment. This extension point makes it possible to:
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Add custom JavaScript Search Framework options to your widgets
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Provide custom translations to display in your Coveo for ServiceNow search interfaces
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Add custom, additional data to the context sent to Coveo along with queries.
January 2020 release (1.0.7)
See also the release notes
Power the global search box with Coveo
You can now power the Now Platform UI search box with Coveo. This optional customization allows you to leverage the improved Coveo search experience while working in your ServiceNow instance.
Various new widget options
Several widget options have been added for more customization.
Case Deflection widget
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The Minimum time between automatic queries box option allows you determine the time between each query the widget performs.
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The Disable first load query option allows you to hide the Case Deflection widget until an end user types in the case creation form.
Recommendations widget
A title and a subtitle option have been added.
Searchbox widget
In the new Full Search Page ID box, you can specify the search interface in which you want the results to be displayed after an end user performs a query via a Searchbox widget.
All visible widgets
The Case Defection, Recommendations, Searchbox, and Main Search widgets now have a Display for anonymous users option. When this box is unchecked, these widgets are only visible to authenticated (logged-in) end users.
Very useful
Not really
Very useful
Not really