Knowledge Article Creation import from gDocs

[DanielCampos506]

How can I easily transfer content and formatting from a Google Document to a ServiceNow knowledge article?

I'm looking to learn about this feature import from gDocs to create articles. Are there any best practices, tips, or tools that can help streamline this process? Any advice would be appreciated!

[MaryG]

09012026

Update / clarification: I went back and validated this against the current documentation.

The Multi Provider Document Services Framework does support Google Drive as a document provider, but I cannot find documentation confirming an OOTB Knowledge capability that directly imports a Google Doc into a Knowledge article.

The documented OOTB Knowledge import method is still:

Google Doc → download/export as Word (.docx) → Knowledge > Articles > Import Articles → review/clean up → publish

So I would not rely on the Google Drive / Document Services integration as a direct Google Docs-to-Knowledge import mechanism.

For a larger migration from a Google Docs domain, I would treat that as a migration/integration design exercise rather than an OOTB Knowledge import feature.

*******************************************************
Hi  @DanielCampos506 

The Import from gDocs right-click option appears when the Multi Provider Document Services Framework plugin is active: com.snc.multiprovider_documents, and Google Drive is configured for Document Services on the instance.

It is not a standalone Knowledge Management feature. It surfaces as part of the broader Document Services / Google Drive integration.

If that plugin and integration are active, the import option should pull Google Doc content directly into the article body. Formatting fidelity will depend on the complexity of the source document. Basic structure should generally carry over, but complex layouts, custom styles, tables, and images may need cleanup after import.

If the plugin is not active and you are still seeing that option, I would check with your admin to confirm what is installed or customized in the instance.

For anyone who does not have this integration, the OOTB Knowledge alternative is the Import Articles module, which supports importing Word documents, so the usual workaround is:

Google Doc → download as Word .docx → Import Articles → review/clean up → publish

https://www.servicenow.com/docs/r/servicenow-platform/document-management-services/google-drive-inte...

[DanielCampos506]

Are there any best practices, tips to generate templates to create Knowledge Article using import from gDocs

[Harsha46]

@MaryG  Multi Provider Document Services Framework plugin is active and Google Drive is configured for Document Services is configured, I am able to pull document from google drive to mp_document table
however, I do not see OOTB action 'import from gdocs' , Also this document do not provide any details for this UI action 
https://www.servicenow.com/docs/r/servicenow-platform/document-management-services/google-drive-inte...

[MaryG]

Thanks for confirming this. What you're seeing matches what I found when I went back through the documentation.

The Google Drive integration through Multi Provider Document Services Framework allows the document to be brought into the Document Services framework / mp_document, but I have not been able to identify an OOTB Knowledge UI action that takes that Google Doc and imports it directly into a Knowledge article.

The documented OOTB Knowledge import capability is still Import Articles, which supports Word documents.

So at this point I believe the “Import from gDocs” option shown in the original screenshot is either functionality from another component/version that isn't documented as a standard Knowledge capability, or potentially something customized in that instance.

I've updated my original response above to clarify that distinction. Thanks for validating it from the Document Services side as well.