Thanks Guru

Very suboptimal, if the knowledge article in our source of truth platform isn't titled in a way that matches what the customer might say then it isn't useful as a knowledge article for the services this integration is intended for.

I've raised an idea to add this capability as I'm not sure these integrations are useful in practice without it.

https://genesyscloud.ideas.aha.io/ideas/SSAKM-I-215

Thank you @Anton Vroon - I understand your point, however you can validate just with the title of the article as mentioned for now. 

Thanks for the Reply Guru,

The problem is that when you use these connectors to import articles from Service Now, we can't add/edit the phrases, so we can't follow the advice listed in the link you sent.

Hello @Anton Vroon - The title of the article is used to look for matching phrases. So even if phrases are not added (best practise is to add them for variations), the title of the article is taken into consideration. The following article has some very useful tips

https://help.mypurecloud.com/articles/knowledge-article-question-and-answer-creation-tips/

Tumbleweed.

Very disappointing.

I see other threads where people are having to open cases just to understand what is required to get this thing going.

@Santosh Bhandari 

When using along side Agent Assist, Co-Pilot, or just manual knowledge searching from the agent. Is it just looking at the title of the articles for phrase matching?

I ask since we can't change or update the phrases in the articles, and so far looks like it only looks at the article names.

Are we supposed to be able to select touchpoints for imported articles?  If not is this on the road map?

@Santosh Bhandari
Are you able to answer my questions below please? 

Pretty please?

@Anton Vroon Hi Anton, 

Please check your ServiceNow has knowledge api plugin enabled to sync articles. 

You can refer to the links below

https://docs.servicenow.com/bundle/xanadu-api-reference/page/integrate/inbound-rest/concept/knowledge-api.html

https://docs.servicenow.com/bundle/xanadu-application-development/page/build/applications/task/activate-RCA.html

Yes @Santosh Bhandari I know what your regex says, unfortunately, the endpoint for ServiceNow instance where I have the ability to do things doesn't match that regex so I am stuck.

Another ServiceNow solution that does match that Regex, fails because I need to engage another team and specify what privileges the user needs to have.

1. Is the regex really needed? Isn't it overkill?

2. What privileges does the user you setup in ServiceNow for this integration need? Why isn't that documented anywhere?

Hi @Angus Huckle 

You will get regex error when the url of the servicenow instance doesnt match, please follow the following format. 

https://{{your instance}}.service-now.com 
eg https://test.service-now.com

I'm also struggling with this one like Angus.

Really wish there was some more documentation on what is required from the third party permissions wise, or anything else that needs setting up first.

Service Now. I can get the integration setup, when I go to sources I can see the articles and categories but when I try to do the sync it always fails.

@Santosh Bhandari any further details you could provide would be appreciated

Where can I find specific details as to what is required regarding the credentials for the 3rd party? 
I'm looking to use ServiceNow and have hit some issues like it complains about the URL we use to connect as it doesn't meet a pre-defined regex.
What privileges/access should the ServiceNow user have?

If this is documented somewhere, please post a link.

@Santosh Bhandari ?