Understanding the Coveo for ServiceNow Architecture
Coveo for ServiceNow is a solution allowing you to implement Coveo search interfaces within your ServiceNow instance. These search interfaces help your ServiceNow instance users, i.e., your customer support agents, your employees in general, or your customers, to be more proficient.
Coveo for ServiceNow offers an artificial intelligence powered search experience driven by your data. It not only replaces the built-in search engine in your customer portal, employee intranet, etc., but also introduces new means to search your data, allowing users to find the content that is the most relevant to their issue. Moreover, the Coveo for ServiceNow search results and content recommendations become more personalized with time, as Coveo learns from user behavior.
Coveo for ServiceNow Architecture
The ServiceNow connector initiates the indexing of ServiceNow data through a ServiceNow account that has access to the content you want to make searchable. This crawling account then sends queries to the ServiceNow REST API and indexes the returned content.
By default, the ServiceNow connector checks for incremental changes in your instance every 15 minutes. You can adjust this frequency in the Coveo Cloud administration console so that Coveo Cloud keeps up with your ServiceNow content updates adequately.
You have valuable knowledge in your ServiceNow instance, but you probably have a lot of helpful content outside of ServiceNow as well. Thanks to a variety of connectors, Coveo Cloud can gather all this information in one place, your index, which can then be mined to get this knowledge to your users. In a Coveo for ServiceNow search interface, they can therefore search and find not only ServiceNow content, but also other enterprise content, such as website pages, cloud-hosted files, and emails. The process of indexing this content is similar to the above.
For further information on the indexing process, see Coveo Cloud Indexing Pipeline.
The query handling process by Coveo for ServiceNow and Coveo Cloud is the following:
A query is made in a Coveo widget implemented within your ServiceNow instance and sent to the Coveo Search API. Queries are triggered differently depending on the widget:
With a Case Deflection widget, the end user types in the fields of the case creation form. Coveo extracts the most important keywords from this text and uses them as a query. As the end user continues typing, new queries are fired, further refining the search results.
The Recommendations widget does not require any input from the end user to provide content recommendations. When an end user accesses a page that contains a Recommendations widget, their profile and the pages they have already visited are sent as a query. This contextual data will allow Coveo to provide personalized content suggestions.
The query transits through a query pipeline, which modifies the query according to your query pipeline rules and Coveo ML input, which optimize search result relevance. The modified query is then sent to your index.
Your index orders the matching results from most to less relevant according to the input received from Coveo ML.
The index returns the search results to the Search API, which forwards them to the Coveo widget in your ServiceNow instance. The widget then displays the results to the user.
The Coveo widget sends user behavior information, i.e., which search result user clicks, through the Coveo Usage Analytics (Coveo UA) API.
Coveo ML learns from usage analytics data and deducts user behavior patterns. This information helps returning more relevant results every time a ServiceNow user interacts with a Coveo for ServiceNow widget.