Configure the Coveo Insight Panel in the New Agent Workspace Interface

Released with Orlando, the new Agent Workspace interface consists of three panels. When you implement the Coveo™ Insight Panel in this new interface, it appears in the Contextual Side Panel, on the right-hand side.

The information in this article applies for the new Agent Workspace, which is available since the ServiceNow Orlando release. If you’re still using the classic Agent Workspace interface, see this page instead.

Agent Workspace new interface with Insight Panel in the Contextual Side Panel

About the Insight Panel

The Insight Panel is a search interface meant to be displayed in ServiceNow forms. It automatically leverages the information in the current record, including the keywords the agent is typing, to proactively display the most contextually relevant content. Therefore, with the Insight Panel, users can search various sources of content without leaving the entity page with which they’re working.

Filters

Also known as facets in a regular Coveo for ServiceNow search page, the Insight Panel filters allow agents to further refine their search results by displaying only those that match the selected criteria.

Using filters

User Actions

When you implement the Insight Panel in the Incidents table, agents can use the User Actions feature to see what the customer has done before they created the incident. This feature lists the items they clicked and the terms they queried, allowing the agents to retrace the customer’s journey around your portal and adapt their approach accordingly.

User Actions

A Viewed by Customer label also identifies the items they accessed.

"Viewed by Customer" label

Result Actions

When an agent hovers over a search result, result action buttons appear:

  • Clicking Attach Result creates a comment with a link to the item for future reference.

    You can create a ServiceNow business rule to automatically add a custom work note when a user attaches or detaches a Coveo search result.

  • Clicking Copy copies the item title and URL to the clipboard. The agent can then paste this information in a separate document, a chat window, etc.

Result Actions

Implement the Coveo Insight Panel

  1. Navigate to Workspace Experience > Actions & Components > Contextual Side Panel.

  2. On the Action Assignments page, click New.

  3. In the new record form:

    1. In the Action Label field, enter a label to display on the Action Assignments page.

    2. In the Action Name field, enter a unique name for your action.

    3. In the Implemented as drop-down menu, select UI component.

    4. In the Specify UI component field, look up and select vsc-coveo-agent-panel.

    5. In the Icon field, look up and select an icon to represent the Insight Panel in the Contextual Side Panel menu, such as magnifying-glass-outline.

    6. In the Tooltip field, enter some text to display when users hover over the panel icon.

    7. In the Workspace field, select the workspace in which you want to implement the Insight Panel. Leave the field empty to implement the Insight Panel in all your workspaces.

    8. In the Table field, select the table whose records should display the Insight Panel. If you select global, the Insight Panel appears in the records of all tables.

    9. In the Order field, enter an integer representing where the Insight Panel icon should appear in the Contextual Side Panel menu. If you enter 0, this icon is the first in the menu, and the Insight Panel is loaded with the record.

    10. Under Related Links, click Advanced View.

    11. In the Component Attributes tab that appears:

      1. In the Scope and Component fields, enter the desired values to identify the Insight Panel.

      2. By default, editing the content of any record form field triggers a query to Coveo Cloud, which in turn updates the Insight Panel. Moreover, the content of all form fields is sent as context information for Coveo Machine Learning (Coveo ML) purposes. If you want to avoid triggering a query when some fields are edited frequently or contain irrelevant data, or if some fields contain sensitive data that you don’t want to send to Coveo Cloud, specify these fields in the fieldsToIgnore field as comma-separated values.

      3. In the searchPageId field, enter the ID of the ServiceNow page template in which you embedded the Main Search widget. Users will be redirected to this page to view their search results.

      4. If you implement the Insight Panel in the Incidents table, the User Actions feature displays the documents clicked and queries made by the customer who opened the incident. By default, the Insight Panel displays the actions associated to the user specified in the Opened by record form field. If you want to use a different form field for this purpose, specify it in the tableCreatorField field.

    12. In the upper-right corner, click Update.

Disable the ServiceNow Agent Assist Feature

The ServiceNow Agent Assist feature offers search, item suggestion, and attachment features comparable to that of the Coveo Insight Panel. However, its recommendations are limited to ServiceNow items and are not powered by machine learning. You might therefore want to disable this feature.

To remove Agent Assist from a table, go back to the Action Assignments page, and then open the Agent Assist action associated to the desired table. In the form, clear the Active box, and then click Update in the upper-right corner.

What’s Next?

Add the Page View Tracker widget to your portal pages, as it’s necessary to implement the Recommendations widget.

What's Next for Me?