Create Case from Teams - CSM

shun6
Giga Sage

‎03-24-2025 12:49 AM

Hi all,

There is a requirement to create a Case from Teams. The common case would be creating a Case by integrating Virtual Agent with Teams, but are there any other methods?

 

Thanks.

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Community Alums
Not applicable

‎03-25-2025 06:34 AM

Hi @shun6 ,

Am not sure about CSM cases but I think it is possible to create incidents and HR-related cases through MS Teams. In order to do so, you would have to install the plugin 'Conversational Integration with Microsoft Teams'. This plugin lets you interact directly with ServiceNow Virtual Agent and live agents from within Microsoft Teams.

For more details, you may check out ServiceNow for Microsoft Teams and Microsoft 365.

 

Also, refer to this Video :https://www.youtube.com/watch?v=oLqZav4eZfc

 

How to Connect ServiceNow and Microsoft Teams: A Step-by-Step Guide
How to Connect ServiceNow and Microsoft Teams: A Step-by-Step Guide
youtube.com/watch?v=oLqZav4eZfc
In this webinar, we'll guide you through the process of connecting ServiceNow with Microsoft Teams, providing a hands-on demo of the setup. We'll also cover best practices for integrating key ServiceNow products like Employee Center, Virtual Agent, and more with Microsoft Teams to enhance ...