Overview
Moveworks currently supports ServiceNow Knowledge Bases as a native data source for AI-powered responses. We'd like to propose extending this native ingestion capability to also include pages and news articles published through the ServiceNow Content Management System (CMS).
Problem Statement
Organizations frequently use ServiceNow CMS to publish important internal news, announcements, etc that are separate from structured Knowledge Base articles. Today, this content is not surfaced by the Moveworks bot, meaning employees receive incomplete or outdated answers — especially during organizational changes, system outages, or rolling news updates where CMS articles are the authoritative source.
We'd like Moveworks to natively ingest ServiceNow CMS content (news articles, landing pages, topic pages) in addition to existing Knowledge Base ingestion — with the following capabilities:
- Native connector: Treat CMS pages/articles as a first-class source alongside Knowledge Base articles in the Moveworks data ingestion pipeline.
- Configurable scope: Allow admins to select which CMS categories, topics, or content types to include/exclude.
- Freshness sync: Respect publish/unpublish dates so the bot only surfaces active, non-expired articles.
- Attribution: Surface the article title and CMS URL in bot responses, consistent with how KB articles are cited today.
Expected Outcome
Bot AI responses become more accurate and timely by incorporating the full breadth of published internal content from ServiceNow — not just structured KB articles. Employees get one consistent answer source rather than being told to "check the intranet separately."
IT, HR, and Communications teams who publish CMS-first content and want that content reflected in Moveworks AI responses without manual duplication.