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  • 1.  Knowledge Fabric and ServiceNow connector

    Posted 12 hours ago

    Hi all,

    We use ServiceNow ITSM often as a CRM and we see there is a Knowledge Fabric PS / Expert App available. We hope that soon an out of the box knowledge fabric connector for ServiceNow will be available. Couple of questions:

    1. Does anyone know if there is a target timeline for an out of box ServiceNow ITSM knowledge fabric connector? (We're FedRAMP as well, so timeline may differ here)
    2. Will the out of box ServiceNow Knowledge Fabric connector support ServiceNow Knowledge Blocks?
    3. How will the out of box connector differ from the existing PS / Expert App ServiceNow connector (or will it?)

    Trying to gauge how things will likely land and maybe when. 

    Thanks in advance!

    Regards,


    #ConversationalAI(Bots,VirtualAgent,etc.)
    #Roadmap/NewFeatures
    #System/PlatformAdministration

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    Shane Jenkins
    IT Sys Admin Mgr
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  • 2.  RE: Knowledge Fabric and ServiceNow connector
    Best Answer

    Posted 8 hours ago

    Hello Shane,

    I don't believe that there is a good out of the box solution for this at the moment. I did see your idea is currently marked as Future Consideration in the Product Ideas Lab. I unfortunately didn't see any projected dates for development, but the admin response for now says:

    Genesys PS have recently released an updated ServiceNow connector for Knowledge Fabric which includes this capability. For more information see here: https://appfoundry.genesys.com/filter/genesyscloud/listing/d0ae470f-4247-48c4-bfca-44efe0fc7b92


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    Jason Kleitz
    Online Community Manager/Moderator
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