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The ServiceNow knowledge base contains knowledge articles from any ServiceNow table 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.

Prerequisites

Before you create a ServiceNow knowledge base data source, you need to ensure you have configured ServiceNow credentials in Administration > Credentials.

Adding a ServiceNow knowledge base

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data source

To add a new ServiceNow knowledge base data source,

• Go to Build > Data sources > External integrations.

• Click the Add integrationsexternal integration button;

• Next, click the ServiceNow knowledge base tile card and provide the following information:

  • Name the data source;

  • Select an existing credential credentials 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;

  • Add a description for the data source;

  • (Optional) Specify the Articles language, e.g. en or fr.

  • Specify the ServiceNow portal URL suffix (ONLY relevant for the Links to the articles);

  • Specify the ServiceNow article identifier, for example, number or sys_id.

  • (Optional) Type an SQL filter (Glide query) to filter the articles of the ServiceNow knowledge base. Note that by default, all articles are retrieved.

Finally, click the Save Add external integration button to add this new integration to your data source repository.

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