Introduction
Effective customer support, project management, and knowledge management are critical aspects of providing efficient customer relationship management. With the rise of digital transformation, customers expect swift and accurate responses to their inquiries, which can be challenging for organizations without robust knowledge management systems. ServiceNow is a platform for incident tracking, knowledge management, and project management functions for software projects. Generative artificial intelligence (AI) is capable of providing accurate answers to questions from ServiceNow content, requiring less manual effort and building specialized tooling. Amazon Q Business is a fully managed generative AI-powered assistant that can integrate with ServiceNow and provide fast and relevant answers to pressing questions.
Amazon Q Business ServiceNow Online connector enables you to easily query your ServiceNow content without any technical expertise. This integrated connector makes it easy to unlock valuable insights and provide accurate information to customers. In this post, we will demonstrate how to configure the Amazon Q ServiceNow connector and utilize generative AI searches to enhance your customer support experiences.
Building a generative AI-based conversational application integrated with ServiceNow
Building a conversational application with ServiceNow requires creating data source connectors, indexing relevant content, and retrieving answers from this index using a large language model. Indexing the content requires selecting the index provider and configuring the data connectors, retrieving answers involves ranking responses from the index and generating user interfaces to present the answers to end-users.
Configuring the Amazon Q ServiceNow Online connector
After integrating Amazon Q Business with ServiceNow, you can ask questions based on ServiceNow content to generate relevant answers. The Amazon Q Business ServiceNow Online connector supports different data source connectors, including authentication types such as Basic authentication and OAuth 2.0.
Supported ServiceNow versions
The connector currently supports ServiceNow version Tokyo and above. If your organization uses an earlier version of ServiceNow, please upgrade to a compatible version or consult with your administrator.
Troubleshooting common issues with Amazon Q Business
If you face any issues while configuring the Amazon Q Business ServiceNow Online connector, it could be due to several reasons. Verifying the data connector’s sync status, authentication methods, and ServiceNow project accessibility might resolve the issue. Below are some common troubleshooting steps for addressing frequently occurring issues:
- Solution for “Sorry, I could not find relevant information to complete your request,”
- Data connector sync failure
- Authentication issues with Basic or OAuth 2.0 authentication
- Data source connector configuration mistakes
Cleaning up
To avoid future charges and ensure your resources remain clean and organized, clean up resources created during this solution. Delete Amazon Q ServiceNow Online connector data sources, OAuth API endpoints created in ServiceNow, Q Business application, and user management set-ups in IAM Identity Center.
About the Authors
Prabhakar Chandrasekaran is a Senior Technical Account Manager with AWS Enterprise Support. Vijai Gandikota is a Principal Product Manager in the Amazon Q and Amazon Kendra organization of Amazon Web Services.
Conclusion
Amazon Q Business and ServiceNow integration makes it easier for your business leaders and agents to discover insights from your content more efficiently. The integrated connector, using generative AI searches in Amazon Q, can provide the speed and accuracy needed for swift customer support, providing seamless answers to pressing inquiries. Refer to the Connecting ServiceNow Online to Amazon Q Business for more information on configuration.
Frequently Asked Questions
Question 1: What types of ServiceNow entities can the Amazon Q Business ServiceNow connector index?
The connector can index knowledge articles, incident entries, and service catalog items with attachments, making it possible to query any content type supported by ServiceNow. Indexing different entity types allows organizations to store diverse content and provide search results relevant to user queries.
Question 2: Are there any authentication methods supported for configuring the Amazon Q Business ServiceNow Online connector?
The Amazon Q Business ServiceNow Online connector supports both Basic authentication and OAuth 2.0 authentication methods, making it convenient to configure the connector in environments where these authentication methods are applied.
Question 3: How can I troubleshoot sync failure in the Amazon Q Business ServiceNow connector?
To troubleshoot sync failures in the Amazon Q Business ServiceNow connector, check the sync run schedule and ensure it has been set properly. Manually trigger the sync by initiating the sync run. Verify sync history for successful sync status, resolving potential issues.
Question 4: Is Amazon Q Business compatible with specific ServiceNow versions?
The Amazon Q Business connector supports ServiceNow versions from Tokyo onwards. For earlier version use cases, upgrade to the minimum compatible version or consult your administrator for help in configuration.
Question 5: Will data connectors and sync failure resolution address the “Sorry, I could not find relevant information to complete your request” response?
The “Sorry, I could not find relevant information to complete your request” response could be caused by several reasons, such as sync failure, data connector issue, authentication mistake, or private ServiceNow project restrictions. Check data connector synchronization status, authentication, and ServiceNow project accessibility for possible resolutions.
