u/CarelessEquipment415

Hi everyone,

I am currently exploring a POC where we want to integrate Microsoft Copilot Cowork with ServiceNow.

Scenario:

A user raises a ServiceNow ticket like:

"VPN not getting connected"

Expected flow:

• Copilot/Cowork should understand the issue
• Search ServiceNow KB articles
• Return troubleshooting/resolution steps automatically
• Optionally perform actions if supported

I have some architecture questions:

1. Where does Copilot Cowork actually sit in this architecture?
2. Do we need to create a separate Copilot Studio Agent first and then use Cowork?
3. Does Cowork directly integrate with ServiceNow, or does it go through Copilot Studio / Connectors / APIs?
4. What actions are actually possible after integration?

Examples:

• KB lookup
• Ticket status retrieval
• Incident creation
• Ticket updates
• Trigger workflows
• Escalation
• Service catalog requests

1. Has anyone implemented a similar setup? What architecture worked best?

Looking for guidance from anyone who has worked with Microsoft Copilot + ServiceNow integrations.

Thanks.