Agent Assist not showing Confluence search results in Service Operations Workspace

[pratikbhujade]

Dear everyone,

I’ve integrated Confluence Cloud as an external data source in ServiceNow Agent Assist using AI Search and External Content Connectors. The configuration and crawling appear successful, but the Confluence articles are still not showing in the Agent Assist panel inside Service Operations Workspace (SOW).

Here’s what I’ve done so far:

1. Indexed Source Setup

   • Created an Indexed Source → Confluence Cloud under AI Search.

   • Connector type: External Content Connector – Confluence Cloud.

   • Crawl completed successfully (status: Finished, Documents Discovered ≈ [11,000+]).

2. Search Source Mapping

   • Created a Search Source → Confluence SNOW Integration, linked to Indexed Source: Confluence Cloud.

   • No additional conditions.

3. Search Profile

   • Edited [RA-ITSM] AI Search Profile.

   • Added Confluence SNOW Integration as a Search Source (along with Knowledge, Catalog Item, etc.).

   • Published the profile after changes.

4. Search Application Configuration

   • Edited Service Operations Workspace Search Config.

   • Set Search Engine = AI Search.

   • Set Search Profile = [RA-ITSM] AI Search Profile.

   • Updated successfully.

5. Connector Verification

   • Crawl history shows successful runs.

   • Token valid for 99 days.

   • User Mappings crawl created (not active, though document crawl is active).

6. Testing

   • In Service Operations Workspace → Agent Assist, only Knowledge and Catalog sources appear.

   • Searching for a keyword that exists in Confluence returns only Knowledge Base results.

Any assistance would be really appreciated.

Thanks in advance

[S C]

Im having the same sort of issue after following the documentation and I havent been able to resolve it as yet.

Potentially because AI search doesnt have the body, however body/contents are not in the schema as something available to map_to in Field Mapping under the Search Source.

The issue I ran into when integrating Confluence Cloud as an external data source in ServiceNow AI Search (using External Content Connectors). 

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What I Did

• Crawl completed successfully (status: Finished, ~900 documents).
• This created an Indexed Source for Confluence Cloud.
  • I added Field Settings and Mapping, Title map_to text
• Created Search Source linked to the Indexed Source.
• Updated AI Search Profile to include the Confluence Search Source.
• Published the profile and confirmed Search Application Configuration is set to AI Search.

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What I See

• In Global Search, the Source filter shows “Confluence Cloud (190+)”.
• Suggested results dropdown includes Confluence items (titles show up fine).
• Main results panel only shows Knowledge Base articles, no Confluence results.
• In Knowledge Portal, the Confluence Source sometimes doesn’t appear at all for certain users. I believe its something to do with the User Mapping.

Note other item I have discovered: If you are testing, you need to be back in Global Application and without elevated privileges.  

[mattlloyd]

Can you have a look at this screen shot and confirm if you are using the Recommendations tab in SOW (the one that looks like a bell), or the Agent Assist tab in SOW (looks like a graduation cap).

I'm asking as only Recommendations (aka Recommended Actions) supports using AI Search, Agent Assist uses the older Zing search tech so does not support AI Search.