ServiceNow and Google Cloud announced on October 27, 2026, that ServiceNow Action Fabric workflows would connect to Gemini Enterprise, with the companies describing retail, CRM, and IT integrations as generally available to mutual customers. They said a telecommunications integration was expected in early 2027. The companies describe Gemini Enterprise as the conversational interface and ServiceNow as the source of operational workflows and context.
The joint announcement says Action Fabric connects to Gemini Enterprise through Model Context Protocol (MCP) servers and Agent2Agent (A2A) connectivity. The companies called this the first connection of ServiceNow’s industry-specific Action Fabric workflows to Gemini Enterprise.
What the announced integrations cover
The companies described four areas: retail operations, customer relationship management (CRM), IT service and operations, and telecommunications. Their examples range from diagnosing store equipment problems to triaging IT incidents and routing telecom cases.
| Area | ServiceNow workflows named | Example tasks | Timing stated by the companies |
| Retail | ServiceNow Retail Operations; ServiceNow Field Service Management | Report and diagnose equipment or system failures; alert and dispatch technicians for repairs | Generally available to mutual customers |
| CRM | ServiceNow Customer Relationship Management | Manage deals, update opportunity notes, prepare account context, create follow-ups, and generate configurations and quotes | Generally available to mutual customers |
| IT | ServiceNow IT Service Management; ServiceNow IT Operations Management; Configuration Management Database | Triage incidents, assess change risks, investigate alert storms, trace configuration dependencies, and guide employee self-service | Generally available to mutual customers |
| Telecommunications | ServiceNow Telecommunications Service Management; Context Engine for Telecommunications | Triage and investigate cases, classify requests, collect missing details, and route issues | Expected to be generally available in early 2027 |
For retailers, the examples include reporting equipment or system failures and dispatching a technician for an on-site repair. CRM workflows cover both sales work, such as updating an opportunity and preparing a quote, and product-management tasks such as creating offers, bundles, and rules. In IT, the named use cases span help-desk incident triage, change-risk assessment, reliability teams investigating alert storms, and guided self-service for employees.
The telecom integration is aimed at account, technical, and billing inquiries as well as case handling. The companies said they expected it to become generally available in early 2027. They also said ServiceNow planned to publish connectors, joint demos, and reference architectures in Google Cloud Marketplace.
Google’s documented connector has separate setup options
Google separately documents a ServiceNow connector for Gemini Enterprise. Its two access patterns have different data flows: federated search queries ServiceNow records in real time without ingesting them, while data ingestion synchronizes and indexes records in a local data store. Google’s connector overview specifies the associated authentication flows:
| Connector access pattern | How records are accessed | OAuth flow |
| Federated search | Real-time queries to ServiceNow without data ingestion | Authorization Code |
| Data ingestion | Records are synchronized and indexed in a local data store | Resource Owner Password Credentials (ROPC) |
| Ingestion with Actions | Ingested records plus Actions | Both ROPC and Authorization Code |
For an administrator choosing between these documented patterns, the practical question is whether Gemini Enterprise should query records live or search synchronized, indexed data. Actions use the Authorization Code flow; if Actions are configured alongside ingestion, Google requires both flows. The connector supports ServiceNow API v2 and later, and Google lists its supported locations as global, us, and eu.
Google’s configuration guide says the connector uses end-user credentials and ServiceNow applies its access-control lists (ACLs) and user criteria. Its overview lists searching the knowledge base among the default read-only actions, so users’ ServiceNow permissions govern which knowledge records they can access.
Federated search also sends query strings to enabled third-party search backends. Google says those strings may contain parts of a search request and conversation history, and the receiving systems apply their own terms and privacy policies. For incidents, the connector applies narrower visibility rules than the ServiceNow interface: a user may be unable to find an incident in Gemini Enterprise that they can access in ServiceNow.
