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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
May 19, 2025 |
- |
Business value
Save time and increase productivity by allowing makers to include unstructured Service Now knowledge-base data into Microsoft Copilot Studio agents. Users will be able to access these knowledge base articles in conjunction with any other knowledge sources added to an agent, eliminating the need to navigate to Service Now client options for reviewing business knowledge base data.
Feature details
With this capability, makers can use Service Now knowledge-base content in unstructured storage as a knowledge source for their agents in Copilot Studio.
This enables agents to provide high-quality answers based on operational data within your Service Now configuration.
Administrators can manage access to use this data by configuring the Service Now connector in the Administration Portal.
Makers can connect to Service Now as a knowledge source and select knowledge base unstructured sources to be used by the agent when generating results or answering queries. Connections to knowledge sources are configured within Copilot Studio, either when creating a new agent or when configuring or updating an existing agent.
Knowledge base content is processed and indexed in Dataverse to provide accurate, detailed results to natural language queries from agent users. Users will only receive answers based on data they have access to, as user access tokens are validated against Service Now content before the response is returned, and they can access the original articles through citation references.
The knowledge base data is kept up-to-date through scheduled sync, within a 4-6 hour window.