Configuring ServiceNow as an organizational data source

Configuring ServiceNow as a data source for Zoom AI Companion provides a streamlined way for your organization to manage and work with knowledge from your ServiceNow instance while respecting existing content access settings. By connecting ServiceNow, users can enhance their AI Companion experience by providing it with access to your organization's knowledge base.

Learn more about configuring third-party data sources in AI Studio.

Requirements for configuring ServiceNow as an organizational data source

• Account owner or admin privileges
• AI Companion enabled
• Custom AI Companion add-on
• An active ServiceNow account with API access enabled
• Relevant permissions in ServiceNow to access Knowledge Articles

How to connect ServiceNow as a data source

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio, then click Integrations.
3. Locate the ServiceNow card and click + Connect.
   The Add integration details window will appear.
4. Under Connection settings, enter the following: 
   • Name: Enter a display name for the integration.
   • Subdomain: Enter your ServiceNow instance subdomain.
   • Client ID: Enter your ServiceNow OAuth Client ID.
   • Client Secret: Enter your ServiceNow OAuth Client Secret.
5. Click Connect to authorize the integration.

How to configure Sync settings

Once connected, you can manage how data is pulled from ServiceNow into the platform. You can define specific rules to control which content is indexed.

1. On the ServiceNow Data Source page, navigate to Sync settings.
2. Next to Inclusion rules, click the dropdown arrow.
3. Under Knowledge bases, click the dropdown arrow and select the desired knowledge bases to sync.
   Note: If set to All, all accessible content will sync by default.
4. Next to Exclusion rules, click the dropdown arrow.
5. Under Knowledge bases, click the dropdown arrow and select the desired knowledge bases you do not want to sync.
   Note: Exclusion rules take priority over inclusion rules.
6. Click Save to apply your rules.

Additional notes:

• If no inclusion rules are set, all accessible content will sync by default.
• Currently, only published content is synced; draft and archived content are excluded by default.

How to configure Content access and Account mapping

Through account mapping, Zoom user accounts will be matched with corresponding user accounts in ServiceNow. This enablesAI Companion to retrieve only content that the specific user has permission to view in ServiceNow.

1. Under the Content access section, locate Account mapping.
2. Click Set up mapping.
3. Review the mapping configuration, then click Save.
   The Progress indicator will display the status of linked accounts (e.g., Progress (47/2596)).

Important notes about mapping

• Processing Time: Account mapping can take a long time, depending on the number of users; please remain on the page or check back later until the process completes.
• Partial Mapping: Not all accounts will necessarily be mapped. If a Zoom user does not have a corresponding identity or access to the specific app in ServiceNow, they will not be included in the mapping.
• Security of Knowledge: Zoom uses these mapped identities to access content on behalf of the user, strictly adhering to ServiceNow's existing permission structures.

How to monitor sync status

The ServiceNow integration provides real-time visibility into the health of your data connection. The Status card displays:

• Status: Shows the current state of the sync (e.g., Completed, In Progress, or Failed).
• Synced items: The total count of items successfully imported from ServiceNow.
• Anomalous items: A count of items that failed to sync due to errors or formatting issues.
• Last updated: A timestamp showing exactly when the last data refresh occurred.

How to disconnect ServiceNow as a data source

To remove the integration from your Zoom account:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Integrations.
3. In the Applications tab, click the ellipsis icon to the right of the ServiceNow application
4. Click Delete.
5. Click Delete to confirm.

Note: Disconnecting the integration will remove Zoom's access to your content and stop all data synchronization. This action cannot be undone, but you can reconnect the integration at any time.

Data security

The ServiceNow Data Source integration is designed with security as a priority:

• Respects Permissions: The integration honors ServiceNow’s internal content access settings. The AI will only leverage data that it has been granted permission to access.
• Secure Data Handling: Data is handled according to enterprise-grade security standards to protect your proprietary information while enhancing AI Companion knowledge context.