Integration with CMS

[leeablett]

Hi There,

I have a headless CMS that contains a large knowledge base and I wish to expose this in servicenow.  I see that servicenow has an automation engine and so does our the CMS.  I see two options at a high level 1)Push/Pull the knowledge base articles into servicenow. 2)Create some sort of widget in servicenow to retrieve the knowledge base via an custom application.  I'm not sure if the 2nd option is viable with servicenow.  Can someone please point me in the right direction to draft the viable options ?

Thanks in advance.

[Punit S]

Both options are viable in ServiceNow, depending on your specific requirements and constraints. Here's some guidance on both options:

1. Push/Pull the knowledge base articles into ServiceNow: You can use ServiceNow's IntegrationHub to connect to your headless CMS and push or pull the knowledge base articles into ServiceNow. IntegrationHub provides out-of-the-box connectors for various systems, including REST APIs, databases, and web services. You can create a flow in IntegrationHub that retrieves the articles from your CMS and inserts them into ServiceNow's Knowledge Base table. You can schedule this flow to run at regular intervals or trigger it manually when needed.
2. Create a widget in ServiceNow to retrieve the knowledge base via a custom application: You can create a custom application in ServiceNow and use Service Portal to create a widget that retrieves the knowledge base articles from your headless CMS. This approach requires some development work, but it gives you more control over the look and feel of the widget and how the data is presented. You can use the ServiceNow REST API to fetch the articles from your CMS and display them in the widget. The widget can be embedded in a Service Portal page or accessed directly through a URL.

Both options have their pros and cons. Pushing/pulling the articles into ServiceNow provides a more integrated solution and allows you to leverage ServiceNow's search and reporting capabilities.

Creating a custom widget gives you more control over the user experience and doesn't require data duplication, but it may require more development effort.

Please mark my answer correct/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal. 

Thanks,
Punit