Install ONE Plugin and Enable Agents to Reach Employees in Teams from ServiceNow!

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In this article, you'll learn how to enable your Agents to reach employees in Teams directly from ServiceNow.

To enable this feature, ensure that you've followed the pre-requisites below.

Pre-Requisites

Pre-Requisite	Details
Teams and ServiceNow Integration	If you havent already, please follow the steps here: Getting Started! 3 Simple Steps to Integrate Microsoft Teams and ServiceNow!
Plugins	Please ensure at least one following plugins are installed: 1. IT Service Management integration with Microsoft Teams 2. HR Service Delivery integration with Microsoft Teams Alternatively, you can install "ServiceNow for Microsoft Teams"

How it Works

Step	Preview of Step
Step 1: Click on "Start Microsoft Teams Chat" from an Incident / Case / Request
Step 2: Move the 'Caller' from "Recommended" to "Selected" and select "Continue Chat"	Clicking on Continue Chat will open the Teams client
Step 3: Engage with the Employee in Teams	Notice a Teams conversation between the Agent and Caller has been created
Step 4 (Optional): Import Messages from Microsoft Teams	After a resolution has occurred, the Agent has the option to "Import Messages from Microsoft Teams" as