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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 KB (KB API) knowledge base data source, you need to ensure you have configured a ServiceNow credential credentials in Admin > credentials 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 an external integration button;

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

  • Name the data source;

  • Select existing credentials to ServiceNow;

  • Add a description to 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) Select the Main language of the articles, either English or French.

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

What is a Glide Query?

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• • You can obtain the SQL query by manually running your filters in the ServiceNow knowledge base table interface and copying it to use it in your data source.

  • Specify the ServiceNow article identifier, such as number or sys_id.

  • Specify the ServiceNow portal URL suffix (ONLY relevant for the Links to the articles), which is sp by default. However, it can differ depending on your organization’s ServiceNow configuration;

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

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Video tutorial

What’s next?

Now that the data source has been created, you can select it when creating an agent.

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