--- title: Integrate a Hosted Insight Panel slug: oabf0454 canonical_url: https://docs.coveo.com/en/oabf0454/ collection: coveo-for-servicenow source_format: adoc --- # Integrate a Hosted Insight Panel The [Coveo Hosted Insight Panel](https://docs.coveo.com/en/m7ak9250/) 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](https://docs.coveo.com/en/246/) of content directly on the page where they're working. Typically, you [add the Hosted Insight Panel to a Customer Service Management (CSM) Workspace](#add-the-coveo-hosted-insight-panel-to-a-csm-workspace) in ServiceNow. However, you can also [add the Hosted Insight Panel to a ServiceNow form](#add-the-hosted-insight-panel-to-a-form-in-the-standard-servicenow-interface), 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)](#relevance-generative-answering), [User Actions](#user-actions), and [Result Actions](#result-actions). For more details, see [Main features](#hosted-insight-panel-features). ## Prerequisites * You've [installed and configured Coveo for ServiceNow v25.1.5+](https://docs.coveo.com/en/2104/). * You've [created a Hosted Insight Panel configuration](https://docs.coveo.com/en/m5k70425/) using the [Coveo Administration Console](https://docs.coveo.com/en/183/). * You've [built a Hosted Insight Panel interface](https://docs.coveo.com/en/m68b0168/) with the Coveo Insight Panel Builder. ## 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](https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-workspaces-configure.html) interface. [.bordered.zoom] ![Insight Panel in a Configurable Workspace | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/coveo-for-servicenow-csm-configurable-workspace.png) > **Tip** > > The Hosted Insight Panel is optimized for use in a CSM Configurable Workspace [record page](https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-config-workspace-record-pages.html). > 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](#config-example) 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. . In the Now Platform UI of your ServiceNow instance, navigate to **Now Experience Framework** > [**UI Builder**](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/ui-builder-overview.html). . On the **Experiences** page of the UI Builder, click the workspace experience to which you want to add the Coveo Hosted Insight Panel. . Ensure that the record page you want to work in is selected in the page management panel. [.bordered.zoom] ![Workspace UI Builder Page | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/coveo-for-servicenow-xanadu-ui-builder-page.png) . [Add](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/work-components.html) 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](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/work-components.html) 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](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/tabs-components.html) based on conditions. . In the content tree of the page management panel, select the newly added **Coveo Hosted Insight Panel** component. . On the **Configure** tab of the component configuration panel, specify the following settings for the Hosted Insight Panel: .. 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](https://docs.coveo.com/en/180/), which is set in the [Hosted Insight Panel configuration](https://docs.coveo.com/en/m5k70425#add-an-insight-panel-configuration). .. In the **Insight Panel ID** field, [copy the ID of your Hosted Insight Panel configuration](https://docs.coveo.com/en/m5k70425#retrieve-an-insight-panel-configuration-id). .. The [User Actions](#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. To use a different form field for this purpose, specify it in the **Table Creator Field** field. .. 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](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/controllers.html). > **Important** > > The [context fields](https://docs.coveo.com/en/m5k70425#advanced-configuration-options) specified in your Hosted Insight Panel configuration must match the field names specified in the ServiceNow [form controller](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/controllers.html). > Otherwise, your search queries won't include [context](https://docs.coveo.com/en/1345/) information. . Click **Save** to save your workspace. > **Notes** > > * Depending on your workspace configuration, you may need to [modify the CSS styling](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/task/add-styling-to-component.html) of the component in which you added the Hosted Insight Panel. > > * You can test your implementation using the [test value URL](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/test-value.html). ### Example To add the Hosted Insight Panel to the contextual side panel of a standard record page of a Configurable Workspace: . In the Now Platform UI of your ServiceNow instance, navigate to **Now Experience Framework** > [**UI Builder**](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/ui-builder-overview.html). . On the **Experiences** page of the UI Builder, click the workspace experience to which you want to add the Coveo Hosted Insight Panel. . Select or [create a record page](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/task/reuse-page-definitions.html). . In the content tree of the page management panel, click the **Tab sidebar** component. [.bordered.zoom] ![Workspace Tab Sidebar | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/coveo-for-servicenow-xanadu-config-workspace-example-tab-sidebar.png) . On the **Configure** tab of the component configuration panel, in the **Tabs** section, click **+ Add**. [.bordered.zoom] ![Workspace Tab Add | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/coveo-for-servicenow-xanadu-workspace-tab-add.png) . Click **Start from an empty container**, and then click **Next**. . Enter a descriptive name in the **Tab label** field, such as `Coveo search`. . Select an **Icon** for the tab. . Click **Create**. . In the content tree of the page management panel, click **+ Add component** under the newly created tab. [.bordered.zoom] ![Workspace Tree Component | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/coveo-for-servicenow-xanadu-workspace-hip-tree-component.png) . In the **Components** dialog, search for and select the **Coveo Hosted Insight Panel** component. . In the content tree of the page management panel, ensure that the **Coveo Hosted Insight Panel** component is selected. [.bordered.zoom] ![Workspace Tree Coveo Component | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/coveo-for-servicenow-xanadu-hip-component.png) . On the **Configure** tab of the component configuration panel: [.bordered.zoom] ![Workspace Tree Coveo Component | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/coveo-for-servicenow-xanadu-hip-component-configuration.png) .. Leave the **Scope** and **Component** fields to the default values: `Workspace` and `InsightPanel`. .. In the **Insight Panel ID** field, [copy the ID of your Hosted Insight Panel configuration](https://docs.coveo.com/en/m5k70425#retrieve-an-insight-panel-configuration-id). .. In the **Table Creator Field**, select the dynamic data binding icon (![ServiceNow data binding icon](coveo-for-servicenow/data-binding-icon.png)) to [bind a data resourced](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/task/connect-data.html) such as the `caller_id` field to the **Table Creator Field**. .. Leave the **Table name**, **Record SysId**, **Form Fields**, and **Is New Record** fields to their default values. > **Important** > > * If you're using a custom [form controller](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/controllers.html), make sure these fields are mapped to the values specified in your custom form controller. > > * The [context fields](https://docs.coveo.com/en/m5k70425#advanced-configuration-options) specified in your Hosted Insight Panel configuration must match the field names specified in the form controller. . Click **Save** to save your workspace. ### Disable the ServiceNow Agent Assist feature If you've [implemented the Hosted Insight Panel in a CSM Workspace](#add-the-coveo-hosted-insight-panel-to-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)](https://docs.coveo.com/en/188/). If you're using the CSM Configurable Workspace, [delete or hide the **Agent Assist** component](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/concept/work-components.html) 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. [.bordered.zoom] ![Hosted Insight Panel embedded in a ServiceNow form | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/hosted-insight-panel-embedded-in-a-form.png) To add the Hosted Insight Panel to a ServiceNow form . In the Now Platform UI of your ServiceNow instance, switch to the **Global** application (see https://docs.servicenow.com/bundle/washingtondc-application-development/page/build/applications/concept/c_ApplicationPicker.html[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. . Navigate to **Coveo** > **Properties**. . On the **Coveo Properties** page: .. 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](https://docs.coveo.com/en/m5k70425#retrieve-an-insight-panel-configuration-id) of the Hosted Insight Panel configuration you want to use, for example: ![Coveo Properties panel | Coveo for ServiceNow](https://docs.coveo.com/en/assets/images/coveo-for-servicenow/coveo-properties.png) > **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: ```json {"incident": "1234", "global": "5678"} ``` Where `1234` and `5678` are the configuration IDs of the Hosted Insight Panel configurations you want to use. .. Click **Save**. . Navigate to **System UI** > **Formatters**. . On the **UI Formatters** page, in the upper-left corner, click **New**. . In the new record form: .. In the **Name** field, enter an appropriate name for your new formatter, such as `Hosted Insight Panel`. .. In the **Formatter** field, copy the following macro: ```xml x_216814_coveo_1_0_coveo-hosted-insight-panel.xml ``` .. 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. .. In the **Type** dropdown menu, select **formatter**. .. Click **Submit**. . Switch back to your regular application. . Navigate to **System UI** > **Formatters**, and then open the formatter you just created. . In the upper-left corner of the **UI Formatters** page, click **Additional actions** (icon:menu-2[alt=menu-2,width=16]), and then navigate to **Configure** > **Form Design**. . 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. . 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** > > 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](:https://docs.coveo.com/en/assets/images/coveo-for-servicenow/form-design.png) . 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. . In the upper-right corner, click **Save**. . Test your changes: .. Open a ServiceNow record in the form that contains the Hosted Insight Panel. .. 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](https://docs.coveo.com/en/2967#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**](#attach-to-case), with a simple click. ![Result actions | Hosted Insight Panel](pass:m[coveo-for-servicenow/coveo-for-servicenow-result-actions.png][pass:m[)]] > **Note** > > Result actions must be [enabled in the Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0194#enable-or-disable-result-actions) for the result action buttons to appear. #### Attach to case Clicking the **Attach to case** button (![Attach to case button](coveo-customer-service/attach-to-case.png)) 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](coveo-customer-service/copy-to-clipboard.png)) 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](coveo-customer-service/post-to-feed.png)) inserts a search result in a Chatter post. #### Quick view Clicking the **Quick view** button (![Quick view button](coveo-customer-service/quickview.png)) 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](coveo-customer-service/send-as-email.png)) inserts a search result in an email. To use the **Send as email** result action, you must [add an event handler](https://www.servicenow.com/docs/bundle/zurich-application-development/page/administer/ui-builder/task/event-handler.html). Alternatively, you can drag search result links into the email body. ### Tags This section provides information about the tags that are available in the Coveo Hosted Insight Panel. #### Recommended tag The **Recommended** tag highlights results that are boosted by a [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [Automatic Relevance Tuning (ART)](https://docs.coveo.com/en/1013/) [model](https://docs.coveo.com/en/1012/) (see [About Automatic Relevance Tuning](https://docs.coveo.com/en/3384/)). ![Recommended tag | Hosted Insight Panel](pass:m[coveo-for-servicenow/coveo-for-servicenow-hip-recommended-tag.png]) > **Note** > > The **Recommended** tag must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0194#enable-or-disable-tags) to appear on your search results. #### Featured tag The **Featured** tag highlights results promoted by your [featured result rules](https://docs.coveo.com/en/3376/). ![Featured tag | Hosted Insight Panel](pass:m[coveo-for-servicenow/coveo-for-servicenow-hip-featured-tag.png]) > **Note** > > The **Featured** tag must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0194#enable-or-disable-tags) 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](pass:m[coveo-for-servicenow/coveo-for-servicenow-hip-viewed-by-customer.png]) > **Note** > > The **Viewed by customer** tag must be enabled in the [Insight Panel Builder configuration](https://docs.coveo.com/en/n8sa0194#enable-or-disable-tags) to appear on your search results. ### Smart Snippets The **Coveo Hosted Insight Panel** component supports the [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [Smart Snippet](https://docs.coveo.com/en/laea5490/) [model](https://docs.coveo.com/en/1012/). This model provides users with answers to their [queries](https://docs.coveo.com/en/231/) directly on the results page by displaying a [snippet](https://docs.coveo.com/en/laeb0292/) of the most relevant result [item](https://docs.coveo.com/en/210/). 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](https://docs.coveo.com/en/l6eb0531/)). > **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](https://docs.coveo.com/en/n8sa0455#enable-smart-snippets). ### Relevance Generative Answering (RGA) > **Important** > > Coveo Relevance Generative Answering (RGA) is a paid product extension. > Contact [Coveo Sales](https://www.coveo.com/en/contact) or your Account Manager to add RGA to your [organization](https://docs.coveo.com/en/185/) license. The **Coveo Hosted Insight Panel** component supports the [Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [Relevance Generative Answering (RGA)](https://docs.coveo.com/en/nbtb6010/) [model](https://docs.coveo.com/en/1012/). RGA uses [generative AI](https://docs.coveo.com/en/n9e90153/) 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)](https://docs.coveo.com/en/n9de0370/) 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](https://docs.coveo.com/en/n8sa0455#enable-relevance-generative-answering-rga). ### User actions support agents can leverage the User Actions feature to view the [items](https://docs.coveo.com/en/210/) customers clicked and the [queries](https://docs.coveo.com/en/231/) 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](https://docs.coveo.com/en/assets/images/coveo-customer-service/hip-user-actions-timeline.png) The following table describes the icons that can appear in the timeline: [%header,cols="10,90"] |=== |Icon |Description |![Session start date icon \| Coveo](coveo-customer-service/user-actions-session-start-date.png) |Session start date. |![Ticket creation time icon \| Coveo](coveo-customer-service/user-actions-ticket-creation-time.png) |Ticket creation time. |![Clicked item icon \| Coveo](coveo-customer-service/user-actions-black-clicked-item.png) |Item clicked by the user. |![Search query icon \| Coveo](coveo-customer-service/user-actions-search-query.png) |Search query submitted by the user. |![Custom event icon \| Coveo](coveo-customer-service/user-actions-custom-event.png) |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](coveo-customer-service/user-actions-viewed-page.png) |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](https://docs.coveo.com/en/n8sa0455#enable-user-actions) for the User Actions button ([clock]) to appear in the Hosted Insight Panel. ### Keyword highlighting The **Coveo Hosted Insight Panel** component supports [keyword](https://docs.coveo.com/en/2738/) 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](https://docs.coveo.com/en/231/) result [items](https://docs.coveo.com/en/210/) 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](https://docs.coveo.com/en/1884#folding-fields) have been configured in your [Coveo organization](https://docs.coveo.com/en/185/), no additional configuration is required. ![Result folding | Hosted Insight Panel](https://docs.coveo.com/en/assets/images/coveo-customer-service/folding-feather-stars.png) ## What's next? To learn more about the Hosted Insight Panel, see [Get started with the Coveo Hosted Insight Panel solution](https://docs.coveo.com/en/m7ak9250/).