Integrate a Hosted Insight Panel

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Developer System Administrator

The Coveo Hosted Insight Panel is a search interface that you can add to a ServiceNow record, such as a support case or an incident report. The Hosted Insight Panel automatically uses the information in the ServiceNow record, including the keywords the agent types, to proactively display the most contextually relevant content. This allows users to search various sources of content directly on the page where they’re working.

Typically, you add the Hosted Insight Panel to a Customer Service Management (CSM) Workspace in ServiceNow. However, you can also add the Hosted Insight Panel to a ServiceNow form, so that it appears in the standard ServiceNow interface outside of a CSM workspace.

Besides displaying the most contextually relevant content, the Coveo Hosted Insight Panel includes additional features such as Relevance Generative Answering (RGA), User Actions, and Result Actions. For more details, see Main features.

Prerequisites

Add the Hosted Insight Panel to a CSM Workspace

Coveo for ServiceNow includes a Coveo Hosted Insight Panel component that you can use to integrate your Hosted Insight Panel so that it appears in a specific record view, such as an incident or a case view, in the ServiceNow CSM Configurable Workspace interface.

Insight Panel in a Configurable Workspace | Coveo for ServiceNow
Tip

The Hosted Insight Panel is optimized for use in a CSM Configurable Workspace record page. Though you can add the Hosted Insight Panel to any type of page, Coveo recommends adding it to a record-type page to use the record’s Fields data to proactively display the most contextually relevant content.

To add a Hosted Insight Panel to a CSM Configurable Workspace

Note

Given that the CSM Configurable Workspace experience is highly customizable, these instructions provide only general guidelines to accommodate various customizations. See the Example section for detailed instructions on how to add the Hosted Insight Panel to the contextual side panel of a standard record page, which is the typical implementation.

  1. In the Now Platform UI of your ServiceNow instance, navigate to Now Experience Framework > UI Builder.

  2. On the Experiences page of the UI Builder, click the workspace experience to which you want to add the Coveo Hosted Insight Panel.

  3. Ensure that the record page you want to work in is selected in the page management panel.

    Workspace UI Builder Page | Coveo for ServiceNow

  4. Add the Coveo Hosted Insight Panel component to the desired container or component in your workspace experience.

    Note

    A component can be configured to appear based on certain conditions. For the Hosted Insight Panel to appear for a given record type, such as a case or incident, ensure that the visibility configuration of the component is configured accordingly. Depending on your configuration, the component can be the component in which the Hosted Insight Panel is added or the Coveo Hosted Insight Panel component itself. If you’re implementing the Hosted Insight Panel as a tab in a tab component, such as a contextual side panel, you can also set the visibility of the tab based on conditions.

  5. In the content tree of the page management panel, select the newly added Coveo Hosted Insight Panel component.

  6. In the Configure tab of the component configuration panel, specify the following settings for the Hosted Insight Panel:

    1. By default, the Scope and Component fields are set to Workspace and InsightPanel respectively. You can leave these fields to their default values (recommended) or modify them as needed (for example, to modify the extension points in your backend configuration). Modifying these field values has no impact on the query pipeline, which is set in the Hosted Insight Panel configuration.

    2. In the Insight Panel ID field, copy the ID of your Hosted Insight Panel configuration.

    3. The User Actions feature displays the documents clicked and queries made by the customer who opened the incident or case. By default, the Hosted Insight Panel displays the actions associated to the user that’s specified in the opened by record form field. If you want to use a different form field for this purpose, specify it in the Table Creator Field field.

    4. By default, the Table name, Record SysId, Form Fields, and Is New Record fields are mapped to the values specified in the ServiceNow form controller.

      Important
      Important

      The context fields specified in your Hosted Insight Panel configuration must match the field names specified in the ServiceNow form controller. Otherwise, your search queries won’t include context information.

  7. Click Save to save your workspace.

    Notes

    • Depending on your workspace configuration, you may need to modify the CSS styling of the component in which you added the Hosted Insight Panel.

    • You can test your implementation using the test value URL.

Example

To add the Hosted Insight Panel to the contextual side panel of a standard record page of a Configurable Workspace:

  1. In the Now Platform UI of your ServiceNow instance, navigate to Now Experience Framework > UI Builder.

  2. On the Experiences page of the UI Builder, click the workspace experience to which you want to add the Coveo Hosted Insight Panel.

  3. Select or create a record page.

  4. In the content tree of the page management panel, click the Tab sidebar component.

    Workspace Tab Sidebar | Coveo for ServiceNow

  5. In the Configure tab of the component configuration panel, in the Tabs section, click + Add.

    Workspace Tab Add | Coveo for ServiceNow

  6. Click Start from an empty container, and then click Next.

  7. Enter a descriptive name in the Tab label field, such as Coveo search.

  8. Select an Icon for the tab.

  9. Click Create.

  10. In the content tree of the page management panel, click + Add component under the newly created tab.

    Workspace Tree Component | Coveo for ServiceNow

  11. In the Components dialog, search for and select the Coveo Hosted Insight Panel component.

  12. In the content tree of the page management panel, ensure that the Coveo Hosted Insight Panel component is selected.

    Workspace Tree Coveo Component | Coveo for ServiceNow

  13. In the Configure tab of the component configuration panel:

    Workspace Tree Coveo Component | Coveo for ServiceNow

    1. Leave the Scope and Component fields to the default values: Workspace and InsightPanel.

    2. In the Insight Panel ID field, copy the ID of your Hosted Insight Panel configuration.

    3. In the Table Creator Field, select the dynamic data binding icon (ServiceNow data binding icon) to bind a data resourced such as the caller_id field to the Table Creator Field.

    4. Leave the Table name, Record SysId, Form Fields, and Is New Record fields to their default values.

      Important
      Important

      • If you’re using a custom form controller, make sure these fields are mapped to the values specified in your custom form controller.

      • The context fields specified in your Hosted Insight Panel configuration must match the field names specified in the form controller.

  14. Click Save to save your workspace.

Disable the ServiceNow Agent Assist feature

If you’ve implemented the Hosted Insight Panel in a CSM Workspace, you may want to disable or remove the ServiceNow Agent Assist feature from the records where you’ve added the Hosted Insight Panel.

Although the ServiceNow Agent Assist feature offers search, item suggestion, and attachment features comparable to those of the Hosted Insight Panel, its recommendations are limited to ServiceNow items and aren’t powered by Coveo Machine Learning (Coveo ML).

If you’re using the CSM Configurable Workspace, delete or hide the Agent Assist component from the record page.

Add the Hosted Insight Panel to a form in the standard ServiceNow interface

You can implement the Hosted Insight Panel so that it appears in a ServiceNow form, such as an incident or task, when viewing the form in the standard ServiceNow interface outside of a CSM Workspace. You can position the Hosted Insight Panel on the form as desired.

Hosted Insight Panel embedded in a ServiceNow form | Coveo for ServiceNow

To add the Hosted Insight Panel to a ServiceNow form

  1. In the Now Platform UI of your ServiceNow instance, switch to the Global application (see Application Picker). If the Global application isn’t accessible, you must create a single UI Formatter for every table in which you want to implement the Hosted Insight Panel.

  2. Navigate to Coveo > Properties.

  3. On the Coveo Properties page:

    1. In the Map of Insight Panel Configurations to use for specific tables when the Hosted Insight Panel macro is used field, enter a table name, such as incident or task, and the Configuration ID of the Hosted Insight Panel configuration you want to use, for example:

      Coveo Properties panel | Coveo for ServiceNow
      Tip
      Tip

      The global table name can be used to map a single Hosted Insight Panel configuration to all tables.
      Example

      You want to map a Hosted Insight Panel configuration to a specific table, but you also want to map another configuration to all remaining tables.

      To do so, you enter the following:

      {"incident": "1234", "global": "5678"}

      Where 1234 and 5678 are the configuration IDs of the Hosted Insight Panel configurations you want to use.

    2. Click Save.

  4. Navigate to System UI > Formatters.

  5. On the UI Formatters page, in the upper-left corner, click New.

  6. In the new record form:

    1. In the Name field, enter an appropriate name for your new formatter, such as Hosted Insight Panel.

    2. In the Formatter field, copy the following macro:

      x_216814_coveo_1_0_coveo-hosted-insight-panel.xml

    3. In the Table dropdown menu, select the table for which you want to make the Hosted Insight Panel formatter available, such as incident or task, or select global to make the panel available to any form. You can add the Hosted Insight Panel formatter to a specific table later in these steps.

    4. In the Type dropdown menu, select formatter.

    5. Click Submit.

  7. Switch back to your regular application.

  8. Navigate to System UI > Formatters, and then open the formatter you just created.

  9. In the upper-left corner of the UI Formatters page, click Additional actions (Additional actions menu icon | Coveo for ServiceNow), and then navigate to Configure > Form Design.

  10. In the upper-left corner of the Form Design page:

    • Select the table in which you want to add the Hosted Insight Panel, for example, Incident.

    • If required, select the desired table view.

  11. In the menu on the left, scroll down to the Formatters list, and then drag the Hosted Insight Panel formatter you created to the desired location on the form.

    Tip
    Tip

    For optimal viewing, Coveo recommends placing the Hosted Insight Panel as the first tab at the bottom of the form as follows:

    Form Design | Coveo for ServiceNow

  12. If the form includes the Contextual Search Results ServiceNow formatter, remove the formatter from the form to replace the default ServiceNow results with the results provided by the Hosted Insight Panel.

  13. In the upper-right corner, click Save.

  14. Test your changes:

    1. Open a ServiceNow record in the form that contains the Hosted Insight Panel.

    2. Ensure that the Hosted Insight Panel appears as expected. If it’s absent or if the case has an unexpected layout, you may be dealing with a domain-separated form or table view. See Domain Separation and/or the ServiceNow documentation for details.

Main features

This section describes the main features of the Coveo Hosted Insight Panel.

Result actions

When a service agent hovers over a search result in the Hosted Insight Panel, the background color changes. The result action buttons then appear in the upper-right corner of the search result. These buttons let service agents perform convenient actions, such as Attach to case, with a simple click.

[Result actions | Hosted Insight Panel
Note

Result actions must be enabled in the Insight Panel Builder configuration for the result action buttons to appear.

Attach to case

Clicking the Attach to case button (attach to case button) attaches a search result to the current case. This allows a service agent to keep a trace of the results that were useful to solve a specific case.

Copy to clipboard

Clicking the Copy to clipboard button (copy to clipboard button) copies a search result’s title and URL to the clipboard. A service agent can then paste this information in a messaging app, for example, to share a result with a client or another agent.

Post to feed

Clicking the Post to feed button (post to feed button) inserts a search result in a Chatter post.

Quick view

Clicking the Quick view button (Quick view button) lets a service agent preview a search result without leaving the Hosted Insight Panel.

Send as email

Clicking the Send as email button (send as email) inserts a search result in an email.

To use the Send as email result action, you must add an event handler. Alternatively, we recommend dragging search result links into the email body.

Tags

This section provides information about the tags that are available in the Coveo Hosted Insight Panel.

The Recommended tag highlights results that are boosted by a Coveo Machine Learning (Coveo ML) Automatic Relevance Tuning (ART) model (see About Automatic Relevance Tuning).

Recommended tag | Hosted Insight Panel
Note

The Recommended tag must be enabled in the Insight Panel Builder configuration to appear on your search results.

The Featured tag highlights results promoted by your featured result rules.

Featured tag | Hosted Insight Panel
Note

The Featured tag must be enabled in the Insight Panel Builder configuration to appear on your search results.

Viewed by customer tag

The Viewed by customer tag indicates the content that has been viewed by a customer. It can help service agents anticipate questions, prepare answers, and share insights on content that hasn’t been viewed.

Viewed by customer tag | Hosted Insight Panel
Note

The Viewed by customer tag must be enabled in the Insight Panel Builder configuration to appear on your search results.

Smart Snippets

The Coveo Hosted Insight Panel component supports the Coveo Machine Learning (Coveo ML) Smart Snippet model. This model provides users with answers to their queries directly on the results page by displaying a snippet of the most relevant result item. This allows users to quickly find answers without having to open links from the results page.

Additionally, a People also ask section, which contains questions related to the user’s query, is also displayed at the top of the result list (see About Smart Snippets).

Note

To take advantage of this feature in your Coveo Hosted Insight Panel component, Smart Snippets must be enabled in the Insight Panel Builder configuration.

Relevance Generative Answering (RGA)

Important

Coveo Relevance Generative Answering (RGA) is a paid product extension. Contact Coveo Sales or your Account Manager to add RGA to your organization license.

The Coveo Hosted Insight Panel component supports the Coveo Machine Learning (Coveo ML) Relevance Generative Answering (RGA) model.

RGA uses generative AI technology to generate answers for natural language queries. The answers are generated based on your enterprise content and permissions, and are displayed in the search interface along with the search results. See About Relevance Generative Answering (RGA) for more information.

Note

To take advantage of this feature in your Coveo Hosted Insight Panel component, RGA must be enabled in the Insight Panel Builder configuration.

User actions

support agents can leverage the User Actions feature to view the items customers clicked and the queries they performed before they created a ticket, such as a case. By retracing the customer’s journey, support agents can provide a more personalized service.

To view user actions, click clock in the upper-right corner of the Hosted Insight Panel.

User Actions timeline | Coveo

The following table describes the icons that can appear in the timeline:

Icon Description

Session start date icon | Coveo

Session start date.

Ticket creation time icon | Coveo

Ticket creation time.

Clicked item icon | Coveo

Item clicked by the user.

Search query icon | Coveo

Search query submitted by the user.

Custom event icon | Coveo

Custom event triggered by the user (for example, when a user clicks the thumbs-up or thumbs-down icon to provide feedback on a generated answer).

Viewed page icon | Coveo

Page viewed by the user. View events logged with a URL are clickable.

By default, the timeline displays the user actions prior to the ticket creation date in reverse chronological order (newest actions at the top). Click Show following sessions to view the sessions that occurred after the ticket was created, or click Show preceding sessions to view sessions that occurred before ticket creation.

The data retention limit is 60 days, and the latest 400 events (all sessions combined) can be displayed.

To return to the Hosted Insight Panel, close the User actions window.

Note

User Actions must be enabled in the Insight Panel Builder configuration for the User Actions button (clock) to appear in the Hosted Insight Panel.

Keyword highlighting

The Coveo Hosted Insight Panel component supports keyword highlighting out of the box. Keywords that match a query are highlighted in the search results.

Result folding

Result folding improves the end-user experience of your search interface by ensuring that query result items with a logical parent-child relationship are grouped and rendered accordingly in your result list. The Coveo Hosted Insight Panel component supports result folding out of the box. As long as the folding fields have been configured in your Coveo organization, no additional configuration is required.

Result folding | Hosted Insight Panel

What’s next?

To learn more about the Hosted Insight Panel, see Get started with the Coveo Hosted Insight Panel solution.