# ServiceNow Integration
Connect Document360 with ServiceNow to surface knowledge base articles within IT service management workflows and support tickets.
Overview
The ServiceNow integration allows ITSM teams to access and link Document360 knowledge base articles directly from ServiceNow incidents, problems, and change requests, reducing resolution times and improving service quality.
Prerequisites
- A ServiceNow instance with admin access
- Document360 project admin access
- ServiceNow OAuth credentials or API key
Setup Steps
- Navigate to Settings → Integrations → ServiceNow in Document360.
- Enter your ServiceNow instance URL and API credentials.
- Install the Document360 ServiceNow integration plugin (if available).
- Configure article suggestions within ServiceNow incident forms.
- Map ServiceNow categories to Document360 documentation sections.
- Click Save.
Features
- Article Suggestions – Automatically suggest relevant Document360 articles when incidents are created.
- Ticket Linking – Attach knowledge base articles to ServiceNow incidents and problems.
- Knowledge Sync – Sync ServiceNow knowledge base articles to Document360.
- Self-Service Portal – Surface Document360 content in the ServiceNow service portal.
Use Cases
- Reduce ticket volume by surfacing self-service articles at the point of ticket creation.
- Help support agents resolve incidents faster with linked knowledge base articles.
- Migrate ServiceNow knowledge base content to Document360 for better reader experience.
Best Practices
- Keep knowledge base articles up-to-date to maximize the value of automatic suggestions.
- Train support agents to use and contribute to the Document360 knowledge base.
- Track ticket deflection rates to measure the impact of the integration.
Summary
The ServiceNow integration brings Document360 knowledge base content into ITSM workflows, empowering support teams and end users to resolve issues faster through self-service and informed support.