Template-based knowledge ingestion for ServiceNow Knowledge Connector

ServiceNow Knowledge Connector now ingests articles created using out-of-the-box and custom templates, expanding coverage and flexibility.

Roadmap ID:505436

Details:

What changed: Previously, template-based knowledge articles were not ingested. The connector now supports out-of-the-box templates such as FAQ, How to, and What is, as well as custom templates used by customers.

Why: Supporting common and custom templates ensures more knowledge content is accessible, improving search and guidance quality.

Try this:

• Ingest FAQ template articles to improve self-service answers.
• Include How to articles to guide users through procedures.
• Add custom template articles to reflect organizational standards.

Why this matters:

Business impact: Broadens access to structured knowledge and improves help coverage for teams.

Personal impact: Makes it easier for individuals to find accurate, template-based guidance.

Additional resources:

Learn:Connector capabilities and limitations