ServiceNow integration with Confluence

[kauzi007]

Hello All, 

I am using San Diego Patch 3 version of SNOW. 

We are also using our Virtual Agent to access knowledge management articles etc. 

We have Confluence in our company which has a huge knowledge Base. We wanted to do integrate ServiceNow and Confluence where we could fetch the documents/Articles through our VA Chatbot.

But before this we want to know fi there is an integration possible between ServiceNow and Confluence. Can you guys please help us with some documents ? 

[ralvarez]

Hi,

If you’re looking for the VA to simply search for documents from Confluence and provide links to them, you can use ServiceNow’s AI Search with External Content. ServiceNow has a connector in the Store for that: Confluence Search Connector.

However, if you want the VA to interpret the content semantically and provide more advanced context-aware responses, the content from Confluence would need to be in ServiceNow.

Another option would be to migrate to Documate, which would eliminate all these concerns since it’s already integrated with KB, VA, ESC, Genius Results, etc.

[svani]

Hi @ralvarez , 

Can we use the confluence cloud spoke for this?? 

Thanks, 

Svani

[ralvarez]

Hi @svani,

Yes, you can definitely use the Confluence Cloud spoke for this. As outlined in the requirements for the Confluence Search Connector, it's actually one of the prerequisites.

 

[scottl]

How do you even install the Confluence spoke in a developer instance?

Note: SN, an almost 200~ billion dollar company, can't even spell confluence correctly. 😩