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• Go to Build > Data sources > External integrations.

• Click the Add external integration button;

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

  • Name the data source;

  • Select existing credentials to ServiceNow;

  • Add a description for the data source;

  • 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. 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, for example, such as number or sys_id.

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

What is a Glide Query?

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• • , 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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