Modifying the default Knowledge ServiceNow tool settings

As an administrator, configure the Knowledge ServiceNow tool to help agents retrieve relevant knowledge articles from ServiceNow and respond to knowledge-related queries through the Employee Navigator interface. This setup improves support efficiency and enhances the overall user experience.

The Knowledge ServiceNow tool is available out-of-the-box, but you cannot modify it directly. However, you can add a new tool to modify the default tool configuration.

Before you begin

Make sure you have cloned an out-of-the-box agent, because you can only add a custom tool to a cloned out-of-the-box agent.

For more information, see Cloning an agent.

To modify the default Knowledge ServiceNow tool settings

1. Add a new tool in your environment. For more information, see Adding tool and toolkit for an AI Agent.
   The new tool must replicate the field value configuration of the existing out-of-the-box Knowledge ServiceNow tool.
2. In the Configuration field, modify the following settings:

   Setting	Description
   score_limit	The relevancy score for an article to be considered a match for the user’s query, based on the ServiceNow API.
   grade_documents	A Boolean value that determines whether document grading by the LLM is enabled.
   grade_threshold	The threshold score for document grading on a scale of 1–5. Articles with a score below this value are excluded from the results.

   Default configuration:

   {
   "score_limit": 1,
   "grade_documents": false,
   "grade_threshold": 3
   }
3. Click Save.

Where to go from here

Adding tool and toolkit for an AI Agent