ServiceNow KB
Enjo enables seamless integration with ServiceNow Knowledge Base (KB) to train AI Agents using your existing knowledge articles. This integration ensures your AI Agents can provide accurate, informed responses by indexing and utilizing your ServiceNow KB data effectively. Follow this guide to integrate your ServiceNow KB with Enjo and maximize its potential.
Before starting the integration, ensure the following:
- The ServiceNow connection has been set up in the Enjo dashboard. Refer to the ServiceNow Integration Setup Guide for detailed instructions.
- Log in to the Enjo dashboard.
- Navigate to the AI Agent Studio.
- Select the relevant AI agent and open the Knowledge tab.
4. Click Add Data and choose From External App.
- In the drawer that appears, select ServiceNow.
- If you have not yet linked your ServiceNow account:
- Follow the steps outlined in the ServiceNow Integration guide to establish the connection.
In the drawer that appears, select ServiceNow.
- From the list of available ServiceNow connections, select the appropriate one.
- Click Next to proceed.
From the list of available ServiceNow connections, select the appropriate one.
- Provide an Encoded Query to filter the ServiceNow KB articles you wish to index.
- Example query: sys_class_name!=kb_knowledge_block^GOTOshort_description>=microsoft
- To generate the query:
- Log in to your ServiceNow instance.
- From the search bar, navigate to Knowledge > All.
- Find the desired article, right-click, and select Copy as query.
- Paste the query into Enjo.
- Click Get Count to verify the number of articles matching the query.
- If the count is accurate, click Start Indexing
Once indexing begins, Enjo will process the documents based on your query. After completion:
- Navigate to the Knowledge Sources tab in Enjo.
- Confirm that the indexed documents are visible.
- Test your AI Agent by generating responses or performing searches using the newly indexed data.
- No Documents Found: Verify that your query is correctly formatted and matches existing articles.
- Connection Errors: Ensure your ServiceNow credentials are valid and API permissions are correctly configured.
- Indexing Fails: Review the error logs in Enjo for detailed messages and troubleshooting steps.
A: Updates to your ServiceNow KB articles will not sync automatically. You will need to re-index to include new or modified articles.
A: No, indexing ServiceNow incidents is not currently supported.
