New features

This is for:

Developer System Administrator

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.

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 for ServiceNow integration releases

August 2025 release (25.2.5)

See the release notes

June 2025 release (25.2.3)

See also the release notes

Support for ServiceNow Yokohama

Coveo for ServiceNow supports the ServiceNow Yokohama release.

Proof Key for Code Exchange (PKCE) security extension

For increased security, Coveo for ServiceNow now uses the Proof Key for Code Exchange (PKCE) security extension as part of the OAuth 2.0 authorization flow.

April 2025 release (25.1.5)

See also the release notes

Support for Coveo Atomic search boxes, search pages, and Hosted Insight Panels

Coveo for ServiceNow now supports Coveo search pages, Coveo standalone search boxes, and Coveo Hosted Insight Panels that leverage the Coveo Atomic library.

New Coveo Atomic Search Page and Coveo Atomic Searchbox widgets in the ServiceNow Service Portal Designer let you add Coveo search interfaces that were built using the Coveo Atomic library.

A new Coveo Hosted Insight Panel component lets you add a Coveo Hosted Insight Panel, which was built using the Coveo Atomic library, to a ServiceNow record, such as a support case or an incident report.

Learn more (Coveo Atomic Search Page widget)

Learn more (Coveo Atomic Searchbox widget)

Learn more (Coveo Hosted Insight Panel component)

June 2024 release (24.1.3)

See also the release notes

Important

As of Coveo for ServiceNow 24.1.3, the authentication property for Coveo widgets changed from searchToken to accessToken. However, if you have a widget that was cloned from a default Coveo widget prior to 24.1.3, the cloned widget will not have the accessToken property. In order for your cloned widget to function properly when upgrading to Coveo for ServiceNow 24.1.3 or later, you must replace the searchToken property with accessToken in the cloned widget record as follows:

  1. In the Now Platform UI of your ServiceNow instance, navigate to Service Portal > Widgets.

  2. Open the widget record that was cloned from a Coveo widget.

  3. In the Link field, for the Coveo.SearchEndpoint.configureCloudV2Endpoint function, replace scope.data.coveo.searchToken with scope.data.coveo.accessToken.

    Coveo Widget Access Token | Coveo for ServiceNow

  4. Click Update to save your changes.

Support for ServiceNow Xanadu

Coveo for ServiceNow supports the ServiceNow Xanadu release.

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.

Learn more

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.

Learn more

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.

Learn more

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.

Learn more

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.

Learn more

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.

Learn more

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.

Learn more

Insight Panel in a Configurable Workspace | Coveo for ServiceNow

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.

Learn more

Support for ServiceNow San Diego

Coveo for ServiceNow supports the ServiceNow San Diego release.

Note

New feature notes for versions of Coveo for ServiceNow released prior to 2022 have been archived.