Kurt Shintaku's Blog

UPDATE 4/9/26:
With the increase in interest of integrating Microsoft 365 Copilot & Copilot Studio with ServiceNow, here’s additional material on the subject:

• Microsoft 365 Copilot Connector
  For folks that would like to simply connect ServiceNow’s knowledgebase to Microsoft 365 Copilot for querying, leverage the Copilot Connector for ServiceNow.
  • Videos:
    • Configuring the ServiceNow Knowledge Microsoft Graph connector for Copilot – Microsoft
      https://www.youtube.com/watch?v=uS5JV-2M9kw
    • Master Copilot Studio and ServiceNow Connectors – By a Microsoft Engineer, Shervin Shaffie
      https://www.youtube.com/watch?v=PbH1ED8A-OI&msockid=1351208d343b11f19ddbacf3d542bfbd
  • Setup Guide for Deploying the ServiceNow Knowledge connector (Microsoft Learn)
    https://learn.microsoft.com/en-us/microsoft-365/copilot/connectors/servicenow-knowledge-deployment
  • Automation scripts for ServiceNow-side configuration required by the connector
    https://github.com/microsoft/copilot-servicenow-connector-setup-scripts
  • Examples of what can be done with the Microsoft 365 Copilot Connector:
    • ServiceNow Knowledge surfaced via Microsoft Graph connector
      https://www.c-sharpcorner.com/article/a-guide-to-display-servicenow-knowledge-articles-in-copilot-f…
• Copilot Studio
  • Using Copilot Studio with ServiceNow
    This goes over supported patterns for integrating Copilot Studio agents with ServiceNow Virtual Agent and live agents.
    https://learn.microsoft.com/en-us/microsoft-copilot-studio/customer-copilot-servicenow
  • Community walkthrough: Integrate ServiceNow KB in Copilot Studio
    https://community.powerplatform.com/blogs/post/?postid=8edd09e5-1c85-ef11-ac20-7c1e5246e2b5

ORIGINAL 11/21/24:
Wanna build a “Copilot” or an Artificial Intelligence bot that connects to your ServiceNow knowledgebase?

That’s what my coworker, Microsoft Technology Specialist Sherwin Shaffie, documented in this short 20min video tutorial. If you have Copilot Studio available (which comes with Microsoft 365 Copilot) you can set this up fairly quickly.

You’ll be able to stay within Microsoft Teams & use Copilot with natural language to check on your ServiceNow tickets & priorities easily.

• Supercharge Copilot By Connecting it to Your Favorite App – By a Microsoft Engineer
  https://www.youtube.com/watch?v=PbH1ED8A-OI