Hi everyone,
We’re currently evaluating an idea to integrate an external third-party knowledge source into our ServiceNow Knowledge Base.
Our goal is to either:
Pull specific articles or content from an external vendor’s site via API, or
Have the vendor push curated content into our ServiceNow instance.
We’ve seen the ServiceNow documentation on this concept: External Content Integration but we’d like to hear from anyone who has actually done this in practice.
Some questions we have at this early stage are:
How did you approach authenticating and syncing external KB content?
Did you build a custom integration, use IntegrationHub, or leverage any 3rd-party middleware?
Any lessons learned about content governance, article lifecycle, or permissions?
Would you recommend the pull vs. push approach?
We’re still early in scoping this and would love to hear what worked for others.
Thanks so much for any advice, and/or examples you can share.
Regards.
Edgar
