Coveo for ServiceNow (legacy entitlements)

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System Administrator
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Important

The article lists product entitlements that were effective before March 25, 2021.

See Coveo for ServiceNow (Entitlements) for the most recent ones.

This article presents index item storage, recommendation, and persistent query limits associated with various ServiceNow integrations.

Storage

The storage allocation for Coveo for ServiceNow is limited to a certain number of items per Coveo production organization. An item is an element of content in the Coveo 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 Additional item allocation

Included

CSM Agents Integration

N/A

Field Services / Fulfillers Integration

N/A

CSM Portal Integration

N/A

ITSM Integration

1.5 K per user

HRSD Integration

1.5 K per user

Additional purchase

All

1 M[1]

1. All entitlements for ServiceNow products are in addition to the entitlements for the Coveo Platform products.

Example

You have an HRSD integration with 800 users. Your item allocation specific to Coveo for ServiceNow is therefore calculated as follows:

1.5 K items per user * 800 users = 1.2 M items

To get your total item allocation, add the number allowed with your Coveo Platform license (see Entitlements (Coveo Platform)).

Recommendations

The Coveo Machine Learning (Coveo ML) Content Recommendations (CR) feature presents a user with most relevant content consulted by other users with a similar navigation history (see About Content Recommendations).

Each Coveo for ServiceNow customer is allocated a limited number of recommendation queries (expressed in recommendations per month (RPM)) per Coveo production organization based on the information in the following table.

Allocation type Coveo license type Additional2 recommendation allocation
Included CSM Agents Integration N/A
Field Services / Fulfillers Integration N/A
CSM Portal Integration N/A
ITSM Integration 500 per user
HRSD Integration 500 per user
Additional purchase All 500
Example

You have an HRSD integration with 800 users. Your recommendation allocation is therefore calculated as follows:

500 recommendations per user * 800 users = 400 K recommendations

To get your total recommendation allocation, add the number allowed with your Coveo license (see Entitlements (Coveo Platform)).