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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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Website: add the URL of a website from which you wish to leverage the content.
Atlassian Confluence knowledge base: add content from a Confluence wiki.
Microsoft SharePoint content: add content from a SharePoint site.
ServiceNow catalog: add content from the ServiceNow catalog.
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To add an external integration, click the Add integrations button.
Adding a website
To add a new website data source, click the Webpage tile and provide the following information:
Name your data source;Add the URL of the website;Choose whether to limit pages toOnly child pagesor theEntire website.
Finally, click the Save button to add this website to your data source repository.
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:
To configure a new ServiceNow catalog data source, you will need to provide the following information:
Give a name to the data source
Select an existing credential to ServiceNow, or click the Add a credential button if you don’t have any configured)
Choose a Knowledge baseChoose who to share this data source with
Filter the data to add with a Glide query and then select what you are interested in.
Save
Finally, click the Save button to add this new integration to your data source repository.
Adding a Confluence knowledge base
To add a new Confluence knowledge base data source, click the Confluence knowledge base tile.
Configuration TBD
Finally, click the Save button to add this new integration to your data source repository.
Adding SharePoint content
To add a new SharePoint content data source, click the SharePoint content tile.
Configuration TBD
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ServiceNow knowledge base: add content from the ServiceNow knowledge base.
What’s next?
Read the pages listed below to learn more about each external integration and how to create them.
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