Hello Community,
I’m currently tasked with integrating the ServiceNow Virtual Agent with Microsoft Teams. The integration must support multilingual capabilities, and I’d like some guidance on the best approach.
Here’s what I know so far:
There seem to be two approaches for this integration:
- Direct integration
- Integration via bots (possibly using the Microsoft Bot Framework)
From my understanding:
- Direct integration may restrict us to using only one instance at a time.
- Integration via bots could potentially allow us to use all ServiceNow environments simultaneously.
However, I am unsure which approach is better in terms of scalability, maintenance, and overall functionality.
Additionally, this is a brand-new ServiceNow instance, and we haven’t provisioned the Virtual Agent in the portal yet.
My Questions:
- How can I onboard and configure the Virtual Agent for a new instance?
- What is the best method to integrate the Virtual Agent with Microsoft Teams, considering the need for multilingual support?
- Could you share any best practices, documentation, or step-by-step guidance for this integration?
Any help or pointers would be greatly appreciated! Thank you in advance.
