Connect Microsoft 365 Copilot to ServiceNow
What Microsoft 365 Copilot and ServiceNow document about their connection: what it does, what it takes to turn it on, what it costs and the data that passes from one to the other. Each fact with its source at the vendor and its date.
What the connection does
- What it does. ServiceNow knowledge base articles can be indexed into Microsoft 365 Copilot and search experiences (according to Microsoft's documentation, read on 10/16/2026).
- The direction. From ServiceNow to Microsoft 365 Copilot.
- The mode. Through an integration offered by the vendor.
What it takes to turn it on
- The editions or licenses required. The tenant must have Microsoft 365 licenses; the available experiences (search, Copilot grounding, agents) depend on the organization's licensing (according to Microsoft's documentation, read on 10/16/2026).
- What it costs on top, or how it is billed. With Microsoft 365 Copilot licenses, Copilot grounding through integrations is included and no extra charges apply (according to Microsoft's documentation, read on 10/16/2026).
- Who turns it on. A Microsoft 365 administrator adds it from the Microsoft 365 admin center, in the gallery, by choosing ServiceNow Knowledge (according to Microsoft's documentation, read on 10/16/2026).
- The prerequisites. Be a Microsoft 365 administrator, have access to a configured ServiceNow instance, have enabled REST API access for the ServiceNow tables concerned, have configured the ACLs to allow read access by the integration, and have identified the instance URL (according to Microsoft's documentation, read on 10/16/2026).
The data that flows
- What passes. The ServiceNow Tickets integration makes it possible to index ServiceNow ticket records, including incidents, change requests, problems, service catalog requests and request items, and catalog and change tasks, in Microsoft 365 experiences (according to Microsoft's documentation, read on 10/16/2026).
- Whether the source tool's permissions are respected. For knowledge articles, knowledge base-level and article-level permissions (user criteria) are taken into account (according to Microsoft's documentation, read on 10/16/2026).
- Where the data is processed. For EU customers, Microsoft Copilot is an EU Data Boundary service; customers outside the EU may have their queries processed in the US, the EU or other regions (according to Microsoft's documentation, read on 10/16/2026).
- Training. Prompts, responses and data accessed through Microsoft Graph are not used to train foundation large language models, including those used by Microsoft Copilot (according to Microsoft's documentation, read on 10/16/2026).
- Retention. Administrators can use Microsoft Purview to set retention policies for the data related to chat interactions with Copilot (according to Microsoft's documentation, read on 10/16/2026).
With Ojja
Ojja tells you whether you already pay for both tools, whether the connection is turned on in your company, who uses it, and the usage before and after: it is the “Connect” lever of what your tools can already do.
What Ojja never does
- Ojja does not advise you to choose a vendor: it records what each one documents.
- Ojja does not say whether a use is permitted: it gives the facts, and the points to review with your counsel.
Ojja does not provide legal advice: it records and documents; how the law applies to your situation is for your counsel to determine.
Checked on 10/16/2026. When a vendor says nothing, the page says “not documented by the vendor”.