check before: 2025-12-01
Product:
Copilot
Platform:
Web, World tenant
Status:
In development
Change type:
Links:
Details:
Earlier ServiceNow Knowledge connector did not support ingestion of content for articles created using templates in ServiceNow. But now ServiceNow Knowledge connector supports ingestion of knowledge articles based on out-of-the-box templates like FAQ, How to, What is, etc. & even custom templates used by the customers in their organization.
Change Category:
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Scope:
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Release Phase:
General Availability, Preview
Created:
2025-11-17
updated:
2025-11-17
Public Preview Start Date
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Docu to Check
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MS workload name
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summary for non-techies**
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Direct effects for Operations**
Integration Issues
If the change is implemented without proper preparation, there may be integration issues between Microsoft Copilot and ServiceNow, leading to data inconsistencies and loss of knowledge articles.
- roles: IT Administrator, Knowledge Manager
- references: https://www.servicenow.com/products/knowledge-management.html, https://techcommunity.microsoft.com/t5/microsoft-365-blog/introducing-microsoft-copilot-in-microsoft-365/ba-p/3731230
User Experience Degradation
Users may experience degraded performance or errors when accessing knowledge articles if the new ingestion feature is not properly tested before deployment.
- roles: End User, Support Staff
- references: https://www.servicenow.com/products/knowledge-management.html, https://techcommunity.microsoft.com/t5/microsoft-365-blog/introducing-microsoft-copilot-in-microsoft-365/ba-p/3731230
Configutation Options**
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explanation for non-techies**
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Last updated 3 weeks ago ago
