The ServiceNow Knowledge Base is not being referenced by Copilot in Microsoft Teams.

Kmichi
Tera Contributor

4 hours ago

■ Issue Description

We implemented the configuration to enable Microsoft Teams Copilot to reference ServiceNow Knowledge articles, following the instructions in the Microsoft documentation below:

URL: https://learn.microsoft.com/ja-jp/microsoftsearch/servicenow-knowledge-connector#custom-setup

However, after implementation, knowledge articles are not being retrieved or used as a source for Copilot's answers. For example, when chatting a keyword like "IT," Copilot only displays information sourced from general web searches, not from the integrated Knowledge Base.

■ Current Status

  1. Copilot was deployed and currently functions normally for standard search queries (web search).

  2. We consulted with ServiceNow Support regarding this issue. After attempting troubleshooting steps, we were advised that "further investigation by Microsoft is required."

■ Inquiry/Questions

  1. Is it technically possible to concurrently enable both the standard web search functionality of Copilot and the ServiceNow Knowledge search capability?

  2. If it is possible, please advise on the necessary additional settings required on the Microsoft side (or the ServiceNow side) to ensure the Knowledge search integration functions correctly.

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Mark Manders
Mega Patron

2 hours ago

What did Microsoft say?


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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