--- title: ServiceNow slug: q93b0067 canonical_url: https://docs.coveo.com/en/q93b0067/ collection: integrations source_format: adoc --- # ServiceNow + + You can integrate ServiceNow with Coveo to index ServiceNow content and permissions and surface relevant results, recommendations, and AI-generated answers in ServiceNow experiences. Access the [complete Coveo for ServiceNow documentation](https://docs.coveo.com/en/1479.md) for detailed installation, deployment, customization, and search implementation guidance. ## About ServiceNow [ServiceNow](https://www.servicenow.com/) is a cloud platform for IT, employee, customer service, and workflow applications. ## Why use Coveo with ServiceNow? Help agents, employees, and customers find relevant knowledge and cases in the ServiceNow experiences where they already work. * Search ServiceNow and external enterprise content from a unified [index](https://docs.coveo.com/en/204.md). * Surface relevant results and recommendations in ServiceNow portals and agent workspaces. * Use usage analytics and Coveo relevance capabilities to improve self-service and agent productivity over time. ## Recommended integration architecture A Coveo ServiceNow source retrieves selected ServiceNow content and access permissions through the ServiceNow REST API and indexes them in the [Coveo Platform](https://docs.coveo.com/en/186.md). The Coveo for ServiceNow application surfaces the indexed content in several ServiceNow experiences, such as the Virtual Agent, Service Portal search pages and case deflection forms, and the Hosted Insight Panel in a CSM Configurable Workspace. Each experience queries the Coveo Search API and sends usage analytics to the [Coveo Platform](https://docs.coveo.com/en/186.md). The following diagram shows the recommended ServiceNow integration components and their interactions. ![ServiceNow integration diagram | Coveo](https://docs.coveo.com/en/assets/images/integrations/servicenow-integration-diagram.svg) | 1 | The Coveo ServiceNow source retrieves content and access permissions using the ServiceNow REST API. | |---|---| | 2 | In the Virtual Agent, the Coveo for ServiceNow application forwards the end user's issue description to the Coveo Search API and sends usage analytics to the Coveo Platform. | | 3 | In the Service Portal, the Coveo Atomic Search Page widget queries the Coveo Search API and sends usage analytics to the Coveo Platform. | | 4 | In a Service Portal case creation form, the Coveo Atomic Search Page widget queries the Coveo Search API with the form's field values and sends usage analytics to the Coveo Platform. | | 5 | In a CSM Configurable Workspace, the Coveo Hosted Insight Panel component queries the Coveo Search API with the record's context and sends usage analytics to the Coveo Platform. | ## Prerequisites Before you start, make sure you have the following: * A ServiceNow instance with HI credentials and the Service Portal plugin activated, and an administrator account to install and configure the Coveo for ServiceNow application. * A dedicated ServiceNow crawling account with read access to the content and tables you want to [index](https://docs.coveo.com/en/204.md), as described in [Create a crawling account](https://docs.coveo.com/en/2107.md#create-a-crawling-account). * A [Coveo organization](https://docs.coveo.com/en/185.md) with the [privileges](https://docs.coveo.com/en/228.md) required to manage [sources](https://docs.coveo.com/en/246.md), [mappings](https://docs.coveo.com/en/217.md), [fields](https://docs.coveo.com/en/200.md), and search pages. ## Integrate ServiceNow and Coveo Follow these steps to install and configure the productized Coveo for ServiceNow integration. ### Step 1: Install and configure Coveo for ServiceNow Follow [Install the application](https://docs.coveo.com/en/2104.md) to install the Coveo for ServiceNow application from the ServiceNow Store, link it to a Coveo organization, and assign the Coveo for ServiceNow roles. ### Step 2: Configure the ServiceNow source Follow [Add a ServiceNow source](https://docs.coveo.com/en/2107.md) to select the ServiceNow content to [index](https://docs.coveo.com/en/204.md) and configure its content security. ### Step 3: Index your ServiceNow content [Build the source](https://docs.coveo.com/en/2039.md), then use the [**Content Browser**](https://platform.cloud.coveo.com/admin/#/orgid/content/browser/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/content/browser/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/content/browser/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/content/browser/)) to verify the indexed items. ### Step 4: Create source mappings and fields Create the required [source mappings and fields](https://docs.coveo.com/en/1640.md) to index the metadata you want to use in search experiences. ### Step 5: Build the self-service search experience Choose the ServiceNow experiences that fit your use case, then configure the corresponding Coveo for ServiceNow components: * Follow [Leverage Coveo for ServiceNow widgets](https://docs.coveo.com/en/2852.md) to add search, case deflection, and recommendations widgets to your Service Portal pages. * Follow [Configure the built-in Coveo-powered search page](https://docs.coveo.com/en/3219.md) to add a Coveo-powered search page in ServiceNow. ### Step 6: Add an Insight Panel for agents To provide agents with a contextual search experience on a ServiceNow record, add the recommended Coveo Hosted Insight Panel: 1. Follow [Manage Hosted Insight Panel configurations](https://docs.coveo.com/en/m5k70425.md#add-an-insight-panel-configuration) to create a configuration and select its query pipeline. 1. Use [Insight Panel Builder](https://docs.coveo.com/en/m68b0168.md#access-the-insight-panel-builder) to build the interface. 1. Follow [Integrate a Hosted Insight Panel](https://docs.coveo.com/en/oabf0454.md) to add the Coveo Hosted Insight Panel component to a ServiceNow CSM Workspace or form. ## Considerations * **Content and permission scope** Coveo for ServiceNow only partially supports ServiceNow permissions. Review the ["Content security" tab](https://docs.coveo.com/en/2107.md#content-security-tab) options and validate security filtering for agents, employees, and customer-facing portals before publishing results. * **Content freshness** By default, the ServiceNow source checks for incremental changes every 15 minutes. You can [adjust this frequency](https://docs.coveo.com/en/1933.md) so that Coveo keeps up with your ServiceNow content updates. * **Query pipelines** Plan how many [query pipelines](https://docs.coveo.com/en/3198.md) your deployment requires so that each widget, search page, and Insight Panel uses the intended relevance configuration. ## What's next? * See the [**Content Browser**](https://platform.cloud.coveo.com/admin/#/orgid/content/browser/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/content/browser/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/content/browser/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/content/browser/)) to validate that ServiceNow content and permissions are indexed as expected. * See [Deployment guide](https://docs.coveo.com/en/2871.md) for the full Coveo for ServiceNow deployment procedure. * See [Tune relevance](https://docs.coveo.com/en/3371.md) to improve how search results are returned to ServiceNow users. * See the [integration directory](https://docs.coveo.com/en/q7ki1127.md) for other Coveo integration opportunities.