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Published on by
Ieshia Lilly
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Hear from ServiceNow Experts about how to enact the integration with Microsoft Teams quickly and smoothly. Topics will include setting up Agent to Employee Chat, Employee Center, and step-by-step guidance on implementing today. You'll have plenty of time to get your questions answered, and hear from both ServiceNow and your peers.
Additional Resources:
How to enable Agent to Employee Chat AND how to enable Agent to Employee chat without ITSM or HRSD subscriptions: Install ONE Plugin and Enable Agents to Reach Employees in Teams from ServiceNow!
How to enable guest user chat from a service provider or partner's Teams tenant with your ServiceNow Instance: Request-based chat access for a guest user (servicenow.com)
Post 'connection' documentation: We recommend the self-configured path, as it enables Employee Center or another portal of your choosing to be included in the ServiceNow app within MS Teams. Follow the steps herein: If you don't want to include a portal, simply update the Manifest accordingly.
- Enable Employee Center in Microsoft Teams! (Part 1 of 2)
- Enable Employee Center in Microsoft Teams! (Part 2 of 2)
- Integrating ServiceNow with Microsoft Teams
Will the MS Teams integration work with the Vulnerability Response Module?
- This functionality has not been tested. However, recommend checking out the Major Security Incident Management integration with MS Teams. Configure Microsoft Teams (servicenow.com)
If a ServiceNow environment includes multiple ServiceNow Instances, each with a Virtual Agent that have separate experiences. Can there be separate applications in Teams for each Virtual Agent?
- Please refer to Integrating multiple ServiceNow instances with a single Microsoft Teams tenant
- Multiple instance to multiple tenant configurations are also supported. Each instance can be hooked up to its own prod bot (same number of tenants as instances) or any combination of custom/prod as long as 1 instance has 1 bot per tenant.
Are Chat transcripts from the Teams chat entered into the ticket history?
- Yes, please refer to Request-based chat - Start and import chat from Workspace (servicenow.com)
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About Live on ServiceNow®: Live on ServiceNow is our latest event series to help you deploy, adopt, and achieve value faster from your ServiceNow solutions. Each event features an interactive discussion with a product expert, so be sure to come prepared with your questions!
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Start:
Thu, Jul 13, 2023 08:00 AM PDT
End:
Thu, Jul 13, 2023 09:00 AM PDT
