505436 – Microsoft Copilot (Microsoft 365): Knowledge templates support for ServiceNow Knowledge Connector

Product:

Copilot

Platform:

Web, World tenant

Status:

Launched

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:
2026-01-14

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**

Imagine you have a big library filled with books. Some of these books are written in a standard format, like novels or biographies, while others might be in unique formats, like cookbooks or travel guides. Previously, if you wanted to find information in this library, you could only look at the standard novels and biographies. The unique formats were there, but you couldn't easily access their information.

Now, think of ServiceNow as this library and the knowledge articles as the books. The ServiceNow Knowledge connector is like a tool that helps you find information in this library. Before, this tool could only help you find information in the standard formats, like FAQs or "How to" guides. But now, the tool has been upgraded. It can not only find information in these standard formats but also in any custom formats that an organization might use, much like being able to access those unique cookbooks or travel guides in the library.

This change means that organizations using ServiceNow can now make full use of all their knowledge articles, regardless of how they are formatted. It's like having a more comprehensive and efficient way to find the information you need, no matter how it's presented. This enhancement can help improve productivity and ensure that everyone has access to the information they need, in the format that makes the most sense for them.