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Hello team,

A customer wants to use a knowledge fabric via Service Now and searching the articles, we were not able to find a tutorial like there is for sharepoint fabric.

We check this link: https://help.genesys.cloud/faqs/category/knowledge-fabric/ but the only information about service now is the following:

If you prefer using Salesforce or ServiceNow article-based knowledge, you can select these connected sources by selecting the knowledge base they are associated with in the touchpoint configuration settings.. Genesys Cloud provides the flexibility between traditional article-based knowledge and the AI-powered knowledge fabric approach.

Could you help us with more information about this integration? Is there any documentation we can share, or any guidance you can provide?

Thank you

Hi @Monica Venancio,

You're correct, there isn't a dedicated step-by-step tutorial for ServiceNow Knowledge Fabric like the one available for SharePoint in Genesys Cloud documentation.

How ServiceNow fits in Knowledge (important distinction)

What Genesys currently provides for ServiceNow is not a native "Knowledge Fabric connector" in the same model as SharePoint, but rather support for third-party knowledge bases via Knowledge Workbench.

This means:

- ServiceNow is integrated as an external knowledge source
- Not as a fully managed ingestion pipeline like some Fabric-native sources

Official supported approach

The correct way to integrate ServiceNow (or Salesforce) is through:

→ Add a third-party knowledge base via Knowledge Workbench

Using the process described here:

- https://help.genesys.cloud/articles/add-a-third-party-knowledge-base-to-the-knowledge-workbench/

High-level steps
1 - Go to Menu > Knowledge > Sources
2 -Create or open a Knowledge Base
3 -Choose to add a third-party source
4 -Select ServiceNow (or Salesforce) as the provider
5 -Configure authentication and mapping to the external articles

Important considerations
- The experience depends on how articles are structured in ServiceNow
- Indexing and synchronization behavior may differ from Fabric-native sources
- Some AI-powered capabilities (depending on configuration) may be more limited compared to fully ingested Knowledge Fabric sources

About the FAQ you found

That statement is accurate but a bit high-level:

- ServiceNow can be used as a connected knowledge source
- It becomes available in touchpoints (e.g., bots, agent assist) once linked to a Knowledge Base

However, the detailed setup is handled through the third-party knowledge base configuration, not a separate Fabric-specific tutorial.

If your customer is specifically looking for Knowledge Fabric (AI-driven ingestion, search, summarization) behavior, it's important to clarify whether they want:

- External federated search (ServiceNow as source), or
- Full ingestion into Genesys Knowledge

Because the architecture and capabilities differ.