ServiceNow is a cloud-based platform that provides IT service management (ITSM) and various enterprise service management solutions. It helps organizations streamline their workflows, automate tasks, and improve overall efficiency across different departments like IT, HR, finance, and customer service.

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.

Prerequisites

Before you create a ServiceNow KB (KB API) data source, you need to ensure you have configured a ServiceNow credential in Admin > credentials.

Adding a ServiceNow knowledge base integration

To add a new ServiceNow knowledge base data source,

• Go to Build > Data sources > External integrations.

• Click the Add an integration button;

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

  • Name the data source;

  • Select existing credentials to ServiceNow;

  • Add a description to 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 Add external integration button to add this new integration to your data source repository.

What’s next?

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