ServiceNow Knowledge Base

The ServiceNow Knowledge Base integration lets you connect your ServiceNow instance to Harmony so that your AI agents can draw on published ServiceNow articles when answering customer questions. Once connected, Harmony automatically syncs your published content and keeps it up to date, so your agents always have access to the latest information without any manual effort.

This integration works alongside other knowledge base sources you may already have configured, such as Confluence, Notion, and SharePoint, and is available to all accounts.

Authentication Methods

Harmony supports two authentication methods for the ServiceNow Knowledge Base integration. Choose the one that matches your organization's setup:

• OAuth (Descope) - for organizations using Descope-based authentication
• Basic Authentication - for organizations that prefer username and password credentials

Prerequisites

Before setting up the integration, make sure you have the following:

• A ServiceNow instance with at least one published knowledge base
• Admin or sufficient permissions to authorize API access to your ServiceNow instance
• Your ServiceNow instance URL (for example, https://your-instance.service-now.com)
• Credentials ready for your chosen authentication method (OAuth via Descope, or a username and password for Basic Authentication)

Connecting ServiceNow to Harmony

Step 1 - Open the Knowledge Base Integrations page

1. Log in to your Harmony account.
2. Navigate to Integrations in the left-hand menu.
3. Select Knowledge Base from the integrations list.
4. Click Add Knowledge Base and select ServiceNow from the list of available sources.

Step 2 - Enter your ServiceNow instance details

1. Enter your ServiceNow instance URL in the field provided.
2. Select your preferred authentication method.

Step 3 - Authenticate with OAuth (Descope)

If your organization uses Descope-based authentication:

1. Select OAuth (Descope) as the authentication method.
2. Follow the on-screen prompts to authorize Harmony to access your ServiceNow instance.
3. Once authorization is complete, you will be redirected back to Harmony.

Step 3 - Authenticate with Basic Authentication

If your organization uses username and password credentials:

1. Select Basic Authentication as the authentication method.
2. Enter the Username and Password for the ServiceNow account Harmony will use to access your knowledge base.
3. Click Connect.

Step 4 - Select knowledge bases to sync

1. After a successful connection, Harmony will display the available knowledge bases from your ServiceNow instance.
2. Select the knowledge bases you want to sync with Harmony.
3. Click Save to confirm your selection.

Harmony will begin syncing your published articles immediately. Depending on the size of your knowledge base, the initial sync may take a few minutes to complete.

How Syncing Works

Once the integration is active, Harmony automatically keeps your content up to date. Here is what to expect:

• Only published articles are synced. Draft or retired articles are not included.
• Harmony periodically checks your ServiceNow instance for new or updated content and reflects those changes across your support workflows.
• You do not need to manually trigger a sync after publishing updates in ServiceNow.

Using ServiceNow Content with AI Agents

After the sync completes, your AI agents can reference ServiceNow articles when responding to customer questions, just as they would with content from any other connected knowledge base source. No additional configuration is required to make the content available to your agents.

If you have multiple knowledge base sources connected, Harmony draws from all of them to provide the most relevant and accurate answers.

Disconnecting the Integration

To remove the ServiceNow Knowledge Base integration:

1. Navigate to Integrations and select Knowledge Base.
2. Locate the ServiceNow source in your list of connected knowledge bases.
3. Click the options menu next to the integration and select Disconnect.
4. Confirm the disconnection when prompted.

Once disconnected, Harmony will stop syncing content from ServiceNow, and your agents will no longer have access to those articles.

Troubleshooting

Harmony is not syncing articles after connecting

• Verify that the credentials or OAuth authorization you provided are still valid in ServiceNow.
• Confirm that the articles you expect to see are in a Published state in ServiceNow.
• Check that the ServiceNow user account used for Basic Authentication has read access to the relevant knowledge bases.

Connection fails during setup

• Double-check your ServiceNow instance URL for typos. It should follow the format https://your-instance.service-now.com.
• For OAuth, ensure that your Descope configuration allows Harmony as an authorized application.
• For Basic Authentication, confirm the username and password are correct and that the account is active.

Articles are missing after sync

• Ensure the knowledge bases containing the missing articles were selected during setup.
• Navigate to the integration settings to review which knowledge bases are currently selected, and add any that are missing.

If you continue to experience issues, contact Harmony Support for assistance.