Loci - ServiceNow Integration and Automation

Common Integration Use Cases Between Loci and ServiceNow

1. Personalized self-service knowledge recommendations in ServiceNow

Flow: ServiceNow ? Loci ? ServiceNow

When employees or customers search the ServiceNow knowledge base or submit a support request, ServiceNow can send search terms, case category, and user context to Loci. Loci analyzes behavior and content patterns to recommend the most relevant knowledge articles, how-to guides, or related resources back into the ServiceNow portal.

• Reduces ticket volume by helping users resolve issues without agent intervention
• Improves first-contact resolution with more relevant self-service content
• Increases portal engagement by surfacing content tailored to user intent

2. Agent assist content suggestions during incident and request handling

Flow: ServiceNow ? Loci ? ServiceNow

As agents work incidents, requests, or cases in ServiceNow, Loci can recommend the most useful internal articles, SOPs, troubleshooting steps, or policy documents based on the ticket description, category, and historical resolution patterns. These recommendations can be displayed directly in the agent workspace.

• Speeds up case handling and reduces average resolution time
• Improves consistency in responses across support teams
• Helps new agents find the right content faster

3. Dynamic content personalization for employee portals

Flow: ServiceNow ? Loci ? ServiceNow

ServiceNow can provide employee profile data, department, role, location, and recent activity to Loci so it can personalize portal content. Loci then returns recommended articles, forms, services, and announcements that are most relevant to each employee segment.

• Improves adoption of self-service and internal service catalogs
• Reduces friction for employees finding the right service or policy
• Supports targeted communication by role, region, or business unit

4. Knowledge gap detection and content improvement workflow

Flow: Bi-directional

ServiceNow case trends and search analytics can be sent to Loci to identify which topics generate repeated searches, low click-through rates, or unresolved incidents. Loci can highlight content gaps or underperforming articles and send recommendations back to ServiceNow for knowledge managers to update, retire, or create new content.

• Improves knowledge base quality based on real user behavior
• Helps content teams prioritize updates using operational data
• Reduces repeat incidents caused by missing or outdated guidance

5. Personalized onboarding and training support for new hires

Flow: ServiceNow ? Loci ? ServiceNow

When a new employee is onboarded in ServiceNow, the platform can share role, department, and onboarding stage with Loci. Loci can then recommend the most relevant onboarding articles, training materials, IT setup guides, and HR resources inside the ServiceNow employee center.

• Shortens time to productivity for new hires
• Reduces onboarding support requests to HR and IT teams
• Ensures employees receive content aligned to their role and location

6. Case deflection through proactive content recommendations

Flow: ServiceNow ? Loci ? ServiceNow

Before a user submits a ticket in ServiceNow, Loci can analyze the issue description or selected category and recommend relevant articles, known errors, or service instructions. If the content resolves the issue, the user can avoid creating a case altogether.

• Lowers support workload and ticket intake
• Improves user experience by offering immediate answers
• Helps service desks focus on higher-value issues

7. Targeted communications for service disruptions and policy updates

Flow: ServiceNow ? Loci ? ServiceNow

ServiceNow can provide incident, change, or announcement data to Loci so it can tailor which alerts, workaround articles, or policy updates are shown to affected users. For example, users in a specific region or business unit can receive content relevant to an active outage or process change.

• Improves communication relevance during incidents and changes
• Reduces confusion by showing only applicable guidance
• Supports faster user response to operational disruptions

8. Analytics-driven optimization of service content and workflows

Flow: Bi-directional

ServiceNow can send usage, case, and resolution data to Loci, while Loci returns engagement metrics such as content views, recommendation clicks, and successful deflection outcomes. Together, these insights help service owners understand which content and workflows are driving results and where improvements are needed.

• Provides a clearer view of content effectiveness and service performance
• Supports data-driven decisions for knowledge management and process design
• Aligns support, content, and digital experience teams around shared metrics