ServiceNow and Microsoft Copilot - Let KI search through articles?

[Peter18]

I just read in https://www.microsoft.com/en-us/microsoft-365/blog/2023/05/23/empowering-every-developer-with-plugin... that a series of PlugIns for Microsoft's Copilot will be available and the graphic shows the ServiceNow logo.

Since we're thinking about optimizing the user experience with our knowledge articles, we thought of using Microsoft's KI engine to make the search for a knowledge article more efficient and comfortable. 
Does anyone of you already has experience when it comes to Copilot and ServiceNow and - maybe - the knowledgebase integration into the KI?
Or does someone of you know what is planned and if Copilot is going to be able to access the knowledge base in ServiceNow and crawl through the articles and deliver optimized search results on point instead of a list of possible articles, the user then needs to go through as it is currently the case?

[Peter18]

Ok, I found some good information in the meantime, thanks to ChatGPT which refers to Microsoft articles, describing how the ServiceNow connectr has to be set up within Microsoft Graph.

https://learn.microsoft.com/en-us/microsoftsearch/servicenow-knowledge-connector

This enables Microsoft Copilot to browse the ServiceNow knowledge base.

[MB Richards]

Hi @Peter18  - thank you for this post and the link to the Microsoft ServiceNow connectors!  Did you have any success with the Copilot / ServiceNow integration?

[cynlink1]

@Peter18 - I am also interested in knowing if you had any success with the Copilot/ServiceNow plugin. My security team requested help with setting up the connection, but I can't find documentation on the specific information and capabilities the plugin provides once connected. 

[Peter18]

Sorry for the delay in my reply.
Due to legal decisions (data protection in Germany and company wide) I just have access to Copilot since the end of last week. As a result no implementations have been made yet. I "only" gathered all information about the requirements in ServiceNow and the AD/Azure AD to get an overview who and which department to involve.
It won't be easy to make the changes in the productive environment and will be time consuming, but I will let you know whenever we reached the next steps and was done so far.

Currently I'm driving the clean up of the knowledge base to have a clean and effective basis for Copilot.
Since we're running Virtual Agent till autumn of last year, we want to implement Copilot in this, if possible, and also make access to the knowledge base via Copilot possible in several other places of our environment.