Creating a Zoom Virtual Agent knowledge base with ServiceNow

By connecting your ServiceNow account to your knowledge base, you can integrate knowledge base and other key resources stored in ServiceNow. This integration ensures that your team and customer support agents have quick access to the most up-to-date and accurate information, delivering the best possible support to customers.

Note: Learn more about other integration options to create a knowledge base that best suits your needs.

Requirements for creating a Zoom Virtual Agent knowledge base with ServiceNow

Account owner or admin privileges; or relevant role/privilege

Basic, Pro, Business, Education, or Enterprise account

Zoom Virtual Agent license

Established connection in the Integrations page

Limitations of creating a Zoom Virtual Agent knowledge base with ServiceNow

Permissions:

For English only, users need at least Knowledge_Admin and Tags_Admin.
For multi-language, users need Knowledge_Admin, Tags_Admin and Localization_admin.

How to create a Zoom Virtual Agent knowledge base with ServiceNow

In the navigation menu, click AI Management and then Knowledge Base.

Click Add Knowledge Base.

Select Integrations.

Search for and select from the available ServiceNow connections.

Under Integration details, provide the following information:

Knowledge base name: Enter a display name for your knowledge base.
ServiceNow Knowledge base: Expand the drop-down and select from the available ServiceNow knowledge bases.
Default language: Select the default language for your knowledge base.
Languages: From the drop-down, select the language that corresponds to the content in ServiceNow.

Click Next.

In the Categories section, deselect the checkboxes next to category names if you want to exclude the categories that you do not wish to include.

Click Next.

Under Customization, select or deselect the article elements to include in your sync as content:

Include images in articles: Include images in the extracted content displayed as answers.
Include videos in articles: include videos in the extracted content displayed as answers.
Extract tables: Extract and display tables from the original content.
- Keep table structure: Maintain the original table structure when extracting tables.
- Convert to plain text: Convert tables into plain text.
Highlight answers in the original article URL: Highlight answer section on the original article. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
Use complete article as answers: Select the checkbox to only display full articles as answers. This setting is not applicable if answer generation is enabled in bot settings or AI Expert Assist.
Initial Sync: The toggle is enabled by default to trigger an initial sync when the knowledge base is created. Clicking the toggle will disable the sync.

Click Create.
You will be directed to the Articles tab where you can see the list of articles and adjust the knowledge base settings in the Settings tab.