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Your agents can leverage data retrieved from external integrations to generate a relevant answer to a user’s query. To enable this functionality, you need to add a new data source for each external integration you wish to use.
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Adding a ServiceNow catalog integration
The ServiceNow catalog is a service catalog that provides services and offerings from your organization, such as IT services like ordering software or HR services like employee onboarding.
To add a new ServiceNow catalog data source, click the ServiceNow Catalog tile and provide the following information:
Name the data source;
Select an existing credential to ServiceNow, or click the Add a credential button if you don’t have any configured.
Choose who to share this data source with: Only me or Builders.
Filter the data to add with a Glide query and then select what you are interested in.
Finally, click the Save button to add this new integration to your data source repository.
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What is a Glide Query? A Glide query is an API used to query a ServiceNow database. If you are new to ServiceNow and GlideQuery, we recommend you read the ServiceNow GlideQuery API documentation. |
Adding a ServiceNow knowledge base integration
The ServiceNow knowledge base contains knowledge articles that can be used by agents. Note that the Knowledge API (sn_km_api) package must be installed in your ServiceNow tenant to be able to access the knowledge articles.
To add a new ServiceNow knowledge base data source, click the ServiceNow knowledge base tile and provide the following information:
Name the data source;
Select an existing credential to ServiceNow, or click the Add a credential button if you don’t have any configured.
Choose who to share this data source with: Only me or Builders.
Filter the data to add with a Glide query and then select what you are interested in.
Finally, click the Save button to add this new integration to your data source repository.
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What is a Glide Query?
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