Teams/Virtual Agent integration in a domain separated environment.

[Mark Anderson2]

Attended the ServiceNow and Microsoft: Demystifying ServiceNow Virtual Agent for IT Service Management in Microsoft Teams for IT Pros Peak seminar.  Great content.  I do have a follow up question for the community.

Is it possible to configure this integration for multiple tenants in a domain? 

We have multiple clients that leverage Teams, and would like to know if it is possible to configure multiple Teams integrations.  We would like to allow each client the ability to use Virtual Agent and Agent chat and have chat sessions routed to the respective domain specific Service Desks.

[Michelle Alexan]

Would also be curious as to whether there were any differences with Virtual Agent Lite?

[Amarjeet Pal]

Hello Michelle ,

By setting up the system properties with Azure portal , we can manage the domain separated teams and virtual agent.

Please find below article.

https://docs.servicenow.com/bundle/paris-hr-service-delivery/page/product/sn-teams/task/system-properties-ms-teams.html

Thanks,

Amarjeet Pal

[Mark Anderson2]

Hi Amarjeet,

Thanks for the link.  This article seems to be specific to HR but will investigate and see if it can be leveraged for VA with other parts of the platform as well.