Hi Community,
I am exploring the Microsoft Entra ID Integration for Password Reset Spoke in ServiceNow and would like to understand how it is designed to work end-to-end with Virtual Agent.
The spoke provides multiple subflows (for example, password reset, password change, unlock account, etc.). I am trying to understand:
1. Virtual Agent Integration
• How are these password reset/change subflows expected to be triggered from Virtual Agent?
• Is there any out-of-the-box VA topic that directly calls these subflows, or do we need to create a custom VA topic and invoke the subflow manually?
2. Mandatory Configurations
• What are the mandatory configurations required for the Microsoft Entra ID Password Reset subflow to run successfully from Virtual Agent?
• Specifically:
• Required Connection & Credential Alias setup
• Azure / Entra ID permissions needed for password reset
3. Execution & Validation
• How does the spoke identify the end user when triggered from Virtual Agent?
• Are there any recommended pre-checks (for example, user existence, license validation, MFA constraints) before invoking the password reset subflow?
4. Best Practices
• Any best practices or reference architecture for using this spoke securely with Virtual Agent?
I would appreciate guidance from anyone who has implemented or tested this integration.
Thanks in advance!
Vishwamitra Manav
