About collaboration between CSM and Microsoft Teams

[Hiroto Taguchi]

ITSM integrates with Microsoft Teams and allows requesters to use Virtual Agents and portals within Teams. Could you please tell me if the same can be achieved with CSM?

[parag-mone]

Hello,

With the Utah release, ServiceNow has introduced a new feature called "Sidebar". Sidebar allows agents to collaborate with others from any record, not just Incident, Problem, Change, etc. "Sidebar" can be integrated with MS Teams to support extended communication. The recommendation is to use the Sidebar feature for all collaboration use cases. Please refer to the following resources for additional information.

Sidebar product documentation

Integrating Sidebar with MS Teams

[Hiroto Taguchi]

Thank you for your reply.
You can communicate with MS Teams through chat etc. from the "sidebar".

Can this feature accomplish the following?
① Confirm and respond to various tickets on MS Teams
②Approve request tickets etc. on MS Teams

[TomWright_Dos]

Just to confirm, and to bring this back to the original posters question, can this work for CSM?  I have not found ANY documentation that explains how to get this to work for CSM workspace.  And the customer I support does not use virtual agent.  What is more interesting is that the Service Operations workspace has this ability through the side bar but that may be because it extends off Task with incident, change, problem, etc extend from.  

It would be nice to get a clear answer on if Teams integration would work on the CSM Workspace the same as the SO workspace.  

[Ben_Barker]

Hello!

Virtual Agent and Portals can absolutely be integrated with Microsoft Teams, no matter if it is with ITSM or CSM (or others). You can even integrate multiple ServiceNow instances with a single Microsoft Teams tenant.

You can find more information here: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/conce...

I hope this helps!