Copilot Agent with Service Now Graph Connector

In the rapidly evolving IT landscape, integrating advanced tools and connectors to enhance operational efficiency is paramount. This article delves into the seamless integration of a custom Copilot Agent with ServiceNow Graph Connector, leveraging the Knowledge Graph Connector to resolve issues effectively.

Introduction

In today’s digital age, businesses rely on robust IT service management (ITSM) solutions to manage and resolve issues swiftly. ServiceNow, a leading ITSM platform, and the Microsoft 365 Graph Connector, a powerful tool for accessing data across Microsoft 365 services, offer an exceptional combination for creating a custom Copilot Agent to streamline operations.

Custom Copilot Agent

A custom Copilot Agent is designed to assist users by automating repetitive tasks, providing relevant information, and resolving issues efficiently. By integrating ServiceNow with the M365 Graph Connector, the Copilot Agent can access and utilize critical data from both platforms to offer comprehensive solutions.

ServiceNow Integration

ServiceNow is renowned for its robust IT service management capabilities. Integrating ServiceNow with a custom Copilot Agent allows the agent to access ServiceNow’s extensive database, enabling it to pull up relevant records, incident details, and knowledge articles. This integration ensures that the Copilot Agent can provide precise and contextually relevant solutions to user queries.

M365 Graph Connector

The Microsoft 365 Graph Connector is a versatile tool that enables access to a wide range of data across Microsoft 365 services. By integrating the Graph Connector with the custom Copilot Agent, the agent can retrieve and utilize data from various Microsoft 365 applications such as Outlook, SharePoint, and Teams. This integration enhances the agent’s ability to provide comprehensive solutions by leveraging data from multiple sources.

Knowledge Graph Connector

The Knowledge Graph Connector plays a pivotal role in enhancing the capabilities of the custom Copilot Agent. By connecting the Knowledge Graph to ServiceNow, the agent can access a vast repository of structured information, enabling it to resolve issues more effectively. The Knowledge Graph Connector ensures that the agent can provide accurate and relevant information by tapping into a wealth of knowledge.

Benefits of Integration

1. Enhanced Efficiency: The integration of ServiceNow and the M365 Graph Connector with the custom Copilot Agent streamlines operations by automating tasks and providing swift solutions.
2. Comprehensive Data Access: Leveraging data from both ServiceNow and Microsoft 365 ensures that the agent has access to a holistic view of the information required to resolve issues.
3. Improved User Experience: The ability of the Copilot Agent to provide contextually relevant and accurate solutions enhances the overall user experience.
4. Scalability: This integration allows for scalable solutions that can grow with the organization’s needs, ensuring long-term benefits.

Steps by Step Guideline to Integrate the Service Now Graph Connector with Copilot Agent

Step1- Go to Admin Center and login with your credentials

Step2- Go to Left Hand Menu list Setting - Search & Intelligence- Data Source

Step3- Click on add connection, A new window will open for connect to data source

Step4- Search ServiceNow in the data source search box, you will see below 3 service now graph connectors.

Step5- Choose Service Now Knowledge Graph connector and click next

Step6- Fill in the required details, such as the ServiceNow URL and its instance URL. For authentication, I chose ServiceNow OAuth and entered the Client ID and Client Secret. If you're unsure how to obtain the Client Secret, please refer to my article

Step7- This process may take some time to index all the data in the knowledge base. Once completed and the green sync status appears, the data source is ready for use.

Step8- Now go to custom copilot and login with your user

Step9- Click on Agent in left menu. Click on New Agent button for creating new Agent

Step10-Update the required details, such as Name, Description, and Instructions, then click "Create."

After creating the Agent, navigate to the "Add Knowledge" section, go to "Advanced," and select the ServiceNow Knowledge Connector.

When you click on the ServiceNow Knowledge Connector, you will see the attached ServiceNow connector that was linked in the Admin Center.

Select the latest one and click "Add." It may take a few seconds to display the details and add them to your knowledge.

Step11- Now it's time to test your agent! You can search for any article available in ServiceNow. After Testing you can publish it according to your use case.

Conclusion

Integrating a custom Copilot Agent with ServiceNow and the M365 Graph Connector, augmented by the Knowledge Graph Connector, offers a powerful solution for IT service management. This integration not only enhances efficiency but also ensures comprehensive data access and improved user experience. Businesses can leverage this integration to streamline their operations and resolve issues effectively, paving the way for a more efficient and responsive IT environment.