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 in HelixGPT Agent Studio, 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 a prebuilt agent, because you can only add a custom tool to a cloned prebuilt 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 Creating and editing tools and toolkits.
   The new tool must replicate the field value configuration of the existing prebuilt 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.
   knowledge_view	The view used to open the article link in the ServiceNow environment. Use legacy for the classic article page view, kb for the Knowledge view, or sp for the service portal view.

   Default configuration:

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

Where to go from here

Creating and editing tools and toolkits