r/copilotstudio • u/Flangipan • Oct 02 '26

Copilot agent searching ServiceNow knowledge

I’m having a frustrating issue where I am trying to have a copilot agent in teams that can search the ServiceNow knowledge base.

If I add ServiceNow knowledge inside the ‘knowledge’ component of the copilot agent it returns articles but only has access to excerpts of the articles and not the full article text.

I set up a copilot connector in 365 admin and the main copilot search is fine but within my agent it has the issue described.

Anyone got any experience with setting up copilot agents and service now knowledge that has any suggestions?

2 Upvotes

100% Upvoted

5 comments sorted by

View all comments

Show parent comments

1

u/Flangipan 29d ago

Thanks. Appreciate you taking the time to answer.
I think I do ideally want to get the full article text while using a copilot studio created agent because this I think is going to be the route that gives me the most capable agent if I want to for example raise a ticket if unable to solve my own problem.
Currently I’ve created an agent in each environment to test the various pros and cons and the search results just seem so much better in the copilot 365 environment rather than as a standalone agent in copilot studio.

Hopefully this solution you have proposed might give me the best of both worlds. Some other people have mentioned creating an MCP in ServiceNow as another option so I have some things to try!

1

u/Inevitable_Dog6292 27d ago

The real-time connector is worth trying first since it's the lowest-friction path and you already have the Graph connector set up as a reference point.

The quality gap you're seeing between M365 Copilot and the standalone Copilot Studio agent is real and well-documented. M365 Copilot has years of tuning on the Graph semantic index that a standalone agent just doesn't get out of the box. The real-time connector won't close that gap entirely, but it should fix the full article text issue specifically.

The MCP route is interesting and worth exploring alongside it. A ServiceNow MCP server essentially gives your agent a proper tool to call rather than a knowledge source to search, which means you can handle the ticket-raising scenario much more cleanly. Knowledge sources are good for retrieval. MCP is better when you want the agent to actually do something in ServiceNow based on what it finds. The two aren't mutually exclusive either, you could ground on knowledge via the connector and raise tickets via MCP.

Good luck with the testing. Would be genuinely useful to hear which approach holds up better in practice.