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.

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 integrations button;

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

  • Name the data source;

  • Select an existing credential 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.

Finally, click the Save 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.