Add Service Now unstructured knowledge base content as a knowledge source

Enabled for	Public preview	General availability
Users by admins, makers, or analysts	May 19, 2025	-

Business value

Save time and increase productivity when makers include unstructured ServiceNow knowledge base data in Microsoft Copilot Studio agents. Users access these knowledge base articles with any other knowledge sources they add to an agent. They don't need to go to ServiceNow client options to review business knowledge base data.

Feature details

With this capability, makers can use ServiceNow knowledge base content in unstructured storage as a knowledge source for their agents in Copilot Studio.

This capability enables agents to provide high-quality answers based on operational data within your ServiceNow configuration.

Administrators can manage access to this data by configuring the ServiceNow connector in the Administration Portal.

Makers can connect to ServiceNow as a knowledge source and select knowledge base unstructured sources for the agent to use when generating results or answering queries. You configure connections to knowledge sources in Copilot Studio when you create a new agent or when you configure or update an existing agent.

Dataverse processes and indexes knowledge base content. This process gives agent users accurate, detailed results for natural language queries. Users get answers only from data they can access. The system checks user access tokens against Service Now content before it sends the response. Users can access the original articles through citation references.

Scheduled sync keeps the knowledge base data up-to-date. Sync happens within a 4 to 6-hour window.

Geographic areas

Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.

Language availability

Visit the Explore Feature Language report for information on this feature's availability.

Additional resources

ServiceNow knowledge source (docs)