on - edited on by
Lisa Latour
You got ServiceNow integrated with Microsoft Teams and now you're ready to roll out Virtual Agent + Employee Center to production. In this article, we will provide some recommendations for a seamless deployment experience for your end-users.
Prerequisites:
- "admin" role on Teams Admin console (admin.teams.microsoft.com)
- Conversational Analytics plugins installed.
- "virtual_agent_admin" role on ServiceNow
Production rollout:
Zero-touch deployment
When installing the app, each user will need to find the "Now Virtual Agent" or your custom ServiceNow app and then manually install it. To avoid this, create a policy on Teams for massive deployment.
- Go to admin.teams.microsoft.com
- Navigate to Teams apps->Setup policies->Global (Org-wide default)
- Under the "Installed apps" section, click "Add apps" and find your app then add.
After some time, your ServiceNow app will appear on all your users in Teams.
Pinned apps
Once installed, your ServiceNow app might be hidden on the Team's app bar. To avoid this, pin and change the ordering.
- Go to admin.teams.microsoft.com
- Navigate to Teams apps->Setup policies->Global (Org-wide default)
- Under the "Pinned apps" section, click "Add apps", find your app, add, then move to your desired location on the app bar.
Auto Account linking
The first time your user uses Virtual Agent, it might prompt the user to authenticate. To avoid this, ensure that your user's "principal name" on Azure AD matches the user's email on Servicenow.
To learn more, please read the Account linking in pre-built messaging integrations product documentation.
Measure Virtual Agent adoption on Teams using VA Agent Dashboard
To see if your users are using Virtual Agent on Teams, open your VA Dashboard. Understand "Conversations", the "Channel" column will show where the conversations are coming from. In addition, it provides other useful information like duration, end state, etc... to see if your VA topics are resolving the incident/request without transferring to a Live Agent or not.
