Step 8 - Customize the Insight Panel

Once you’ve implemented the Insight Panel, you may want to perform one or more of the following additional configurations to enhance your workflow.

Customize the Insight Panel Search Page

By default, your Insight Panel uses a preconfigured search page. However, you can create a custom search page for each table in which you implemented the Insight Panel.

The procedure to use depends on if you’ve implemented the Insight Panel in the ServiceNow Agent Workspace or a form in the standard ServiceNow interface.

Insight Panel in the ServiceNow Agent Workspace

  1. Access the Search Pages (platform-eu | platform-au) page in the Coveo Administration Console.

  2. Create a new classic search page.

  3. Use the Interface Editor to customize your new search interface.

  4. If desired, in the Interface Editor, enable the User Actions feature for your search page.

  5. Assign the newly created search page to the Insight Panel by entering the search page name in the searchPageId field of the Action Assignment record in ServiceNow.

Insight Panel in a Form in the Standard ServiceNow Interface

  1. Access the Search Pages (platform-eu | platform-au) page in the Coveo Administration Console.

  2. Create a new classic search page, and name it ClassicInsightPanel_<tablename>. Using this naming convention automatically assigns the search page to the Insight Panel in the specified table.

    Example
    • For an Insight Panel in the sn_customerservice_case table, the search page name must be ClassicInsightPanel_sn_customerservice_case.

  3. Use the Interface Editor to customize your new search interface. Your changes apply immediately.

  4. If desired, in the Interface Editor, enable the User Actions feature for your search page.

Enable the User Actions Feature for Your Insight Panel Search Page

The Insight Panel User Actions feature lets agents see the items customers clicked and the terms they queried before they created the incident or case.

To use the User Actions feature in a custom search page, you must enable the feature as follows:

Note

The User Actions feature is enabled by default in the preconfigured default search page for the Insight Panel.

  1. In the Coveo Administration Console, on the Search Pages (platform-eu | platform-au) page, click the desired page, and then click Edit interface in the Action bar.

  2. Select the Code View tab.

  3. Add the following component to the search page HTML template:

    <div class="user-actions-column">
        <div class="CoveoUserActions"></div>
    </div>
  4. Click Save. Your changes apply immediately.

About Domain Separation

If you’re customizing a form, you’re likely working across different domains. Coveo therefore recommends reviewing the FAQ section on domain separation.

Display Attached Results in the Attached Knowledge Table

By default, the results attached by Coveo for ServiceNow don’t show up in the Attached Knowledge table and are viewable only within the Insight Panel. To include attached knowledge base articles in the Attached Knowledge table, which allows the articles to be linked to cases and incidents, do the following:

  1. In the Now Platform UI of your ServiceNow instance, in the navigator, type sys_properties.list, and then press Enter.

  2. On the System Properties page, ensure that the x_216814_coveo_1_0.attach_kb_to_case property is set to true in the Value column. If it’s set to false, click the property to switch to true.

  3. Ensure that the snsysid property is present on the search results returned. If it’s not, add snsysid in the data-fields-to-include parameter for the CoveoResultList template for your search page as follows:

    1. In the Coveo Administration Console, on the Search Pages (platform-eu | platform-au) page, click the desired page, and then click Edit interface in the Action bar.

    2. Select the Code View tab.

    3. Add data-fields-to-include="@snsysid" to the CoveoResultList template.

      div class="CoveoResultList” data-layout="list”   data-wait-animation="fade" data-auto-select-fields-to-include="true"   data-fields-to-include="@snsysid"
  4. Click Save.

  5. Reload the desired page to view the attached knowledge articles.

Create a Field Blocklist

By default, editing the content of any record form field triggers a query to Coveo, 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.

To avoid triggering a query when certain fields are edited frequently, contain irrelevant data, or if fields contain sensitive data that you don’t want to send to Coveo, you can specify the fields to ignore.

The procedure to use depends on if you’ve implemented the Insight Panel in the ServiceNow Agent Workspace or a form in the standard ServiceNow interface.

Insight Panel in the ServiceNow Agent Workspace

Perform the following steps if you didn’t specify fields to ignore when you implemented the Insight Panel, or to modify the list of fields to ignore.

  1. In the Now Platform UI of your ServiceNow instance, navigate to Workspace Experience > Actions & Components > Contextual Side Panel.

  2. On the Action Assignments page, open the action form that’s associated with the Insight Panel.

  3. Under Related Links, click Advanced View.

  4. Specify the fields to ignore in the fieldsToIgnore field as comma-separated values.

Insight Panel in a Form in the Standard ServiceNow Interface

Create an extension using the getFieldsToIgnore function to specify the fields that shouldn’t trigger queries and be sent to Coveo.

Create a ServiceNow Business Rule for Work Notes

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

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?