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How to use ServiceNow with Copilot Studio

You want ServiceNow inside Copilot Studio so it can triage incoming incidents, route unresolved work, resolve requests from the service catalog, and investigate a recurring service issue — without you copy-pasting between tabs. Here is the whole setup, once.

Create your ServiceNow gateway

The gateway is the thing Copilot Studio connects to, and it is where you decide which ServiceNow tools an agent may use. You create it once and every client reuses it.

  1. Create an Arcade account

    Sign up and open the dashboard. The free tier is enough to follow this through.

  2. Create an MCP Gateway and select your ServiceNow tools

    In the dashboard, create a gateway and pick the ServiceNow tools you want to expose. The gateway is what your client connects to, and it is where tool access is decided.

  3. Copy your gateway URL

    Every client below needs it.

    https://api.arcade.dev/mcp/<YOUR-GATEWAY-SLUG>

Create a ServiceNow gateway Opens the gateway builder in your Arcade dashboard.

Connect the gateway to Copilot Studio

Heads up

Needs a Microsoft 365 subscription with access to Copilot Studio, plus an Arcade API key.

  1. Add an MCP tool to your agent

    In Copilot Studio, open your agent → Tools → Add a tool → Model Context Protocol → New tool.

  2. Point it at your gateway

    Give the server a name and description, put your gateway URL in Server URL, set Authentication to OAuth 2.0 and Type to Dynamic discovery.

  3. Authorize and try it out

    Saving redirects you to Arcade to approve access. Then start a conversation and use your ServiceNow tools — Arcade authorizes each service just in time.

Full Copilot Studio guide in the docs steps verified 2026-08-13

Get started with these ServiceNow prompts

Copilot Studio can now act on your ServiceNow account. Click a prompt to copy it.

Use tool permissions to separate read access from writes, and require approval before an agent creates incidents, adds notes, updates records, or orders catalog items. Pair it with Contextual Access policies so an agent can investigate a ticket without being able to make changes or place requests.

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