This article explains how to create a ServiceNow API key and related access policies so Dialpad can ingest content from your ServiceNow Knowledge Center into Agentic AI Agent. The configuration uses a dedicated authentication profile, a REST API key, and two REST API access policies so Dialpad can read the knowledge data it needs.
Who can use this
Company admins or office-level admins (with permissions enabled by the company admin) using AI Agents for Dialpad Support users on an Advanced or Premium plan.
Setup requirements
Make sure all of the following are set up before you start:
You have admin-level access to your ServiceNow instance.
Your ServiceNow instance is Zurich or later.
The Knowledge API plugin is enabled in ServiceNow. The App ID is sn_km_api.
You know the ServiceNow instance URL that you’ll later enter in Dialpad.
To verify the Knowledge API plugin is enabled,
Go to Admin > Application Manager
Search for the knowledge API plugin.
If it’s enabled, it appears in the Installed tab.
What this setup does
To safely ingest ServiceNow knowledge into Dialpad Agentic, the API key configuration must allow access to:
Knowledge bases in the kb_knowledge_base table
Knowledge articles through the Knowledge Management API
You’ll complete the following tasks:
Create an authentication profile
In ServiceNow, follow the ServiceNow procedure for creating an inbound authentication profile. When you configure the profile, set the auth parameter to x-sn-apikey Auth Header.
Use a descriptive name so it’s easy to identify later, such as Dialpad Agentic Knowledge Ingestion.
Save this profile. You’ll link it to both REST API access policies later in this process.
Create a REST API key
Next, follow the ServiceNow procedure for creating a REST API key. Configure the key with these settings:
Active: enabled
Associated user: a user who has read access to the required knowledge content
The REST API key you create here is the value you’ll later copy into Dialpad during ServiceNow setup.
Notes about the associated user
If you want to limit which articles Dialpad can ingest based on role permissions, create a dedicated ServiceNow user for this integration and assign only the roles Dialpad needs to access. Then associate that user with the key and set Auth Scope to useraccount. This limits the API key based on that user’s role permissions.
If you later change to this restricted-user setup after the integration is already connected, you may need to disconnect and reconnect the integration so Dialpad can ingest the correct version of each document under the updated permissions.
If you don’t need to restrict article access by role, you still need to choose an associated user, but you can leave Auth Scope empty.
Description and Expiry are optional, but recommended if your team wants stronger key management controls.
Create a Table API access policy
Create a REST API access policy for the Table API using these settings:
Active: enabled
REST API: Table API
HTTP method: GET
Table: kb_knowledge_base
Resource: /now/table/{tableName}
Apply to: all versions
Authentication profile: select the authentication profile you created
This policy allows Dialpad to read the knowledge base records it needs for ingestion.
Create a Knowledge Management REST API access policy
Create a second REST API access policy for the Knowledge Management REST API using these settings:
Active: enabled
REST API: Knowledge Management REST API
HTTP method: GET
Resource scope: all resources
Apply to: all versions
Authentication profile: select the authentication profile you created
This policy must apply to all resources because Dialpad needs to access multiple API endpoints during ingestion.
Final checklist
Before you connect ServiceNow in Dialpad, confirm that:
Your authentication profile uses x-sn-apikey Auth Header
Your REST API key is active
The API key is associated with the correct user
Your Table API access policy is active and linked to the authentication profile
Your Knowledge Management REST API access policy is active and linked to the authentication profile
Connect ServiceNow in Dialpad
After you finish the ServiceNow setup, connect to ServiceNow. To connect to ServiceNow, go to your Dialpad Admin Settings.
Select AI Agents
Select the agentic agent you want to modify
Select Documents > Configure sources
Under External sources, navigate to ServiceNow and select Connect
Enter these details:
Your ServiceNow instance URL
The REST API key you created
Select Save
Troubleshooting
The ServiceNow connection fails immediately
Check that your authentication profile uses x-sn-apikey Auth Header and that both access policies are linked to that same authentication profile.
Dialpad can connect, but knowledge content is missing
Confirm that the associated ServiceNow user has permission to read the required knowledge content. If you intentionally restricted the user’s role, Dialpad will only ingest articles that user can access.
Knowledge bases are not visible
Verify that the Table API access policy is active and configured for:
Table API
GET
kb_knowledge_base
/now/table/{tableName}
Articles are not ingesting correctly
Make sure the Knowledge API plugin is enabled and that the Knowledge Management REST API access policy is active, uses GET, applies to all resources, and applies to all versions.
Content permissions changed after setup
If you changed the integration user or tightened role restrictions after connecting ServiceNow, disconnect and reconnect the integration so Dialpad can refresh the ingested content under the updated access model.
Frequently asked questions
Is this a ServiceNow connector?
No. This setup is for an external knowledge base used by Agentic, not a connector.
Why do I need both API access policies?
Dialpad needs one policy for the Table API to read knowledge base records and another for the Knowledge Management REST API to access article content through the required knowledge APIs.
Can I use an existing ServiceNow user?
Yes, as long as the user has the required read access. If you want to limit what Dialpad can ingest, ServiceNow recommends using a dedicated user with restricted roles and associating the API key with that user.
What values do I enter in Dialpad?
You’ll enter your ServiceNow instance URL and the REST API key you created.