Integration of Copilot with Now Assist

[Ramesh2501]

Hi Team,

i am totally new to the service now platform. i have  a question regarding the integration of co-pilot with now assist for our environment.

Currently we don't have microsoft teams enabled in our company, but we do have co-pilot. So is there a possibility to integrate co-pilot with service now assist without Microsoft teams. Could you share your thoughts and inputs ?

[Dr Atul G- LNG · Accepted solution]

Hi @Ramesh2501 

You need MSTeam for this integration

https://www.servicenow.com/community/virtual-agent-nlu-articles/microsoft-copilot-integration-with-n...

Prerequisites

• Xanadu+ instance
• Now Assist license (Creator not supported)
• Conversational integration with Microsoft Teams plugin, v8.0.0+
• Virtual Agent plugin
• Microsoft 365 + Teams + Copilot license

[kaushal_snow]

Integrating Microsoft Copilot with ServiceNow's Now Assist enhances user productivity by combining Microsoft's generative AI capabilities with ServiceNow's workflow automation. Here's how you can set up this integration:

1. Prerequisites:

• ServiceNow Instance: Ensure you're operating on the Xanadu release or later.

• Now Assist License: Confirm that your instance has an active Now Assist license.

• Microsoft Licenses: Obtain the necessary Microsoft 365, Teams, and Copilot licenses.

• Plugins: Install and configure the Conversational Integration with Microsoft Teams plugin, version 8.0.0 or newer, along with the Virtual Agent plugin.

2. Integration Steps:

• Microsoft Teams Configuration:

  • Custom Bot Creation: In your Azure Developer Portal, create a custom bot for the integration.

  • Bot Naming: Choose a single-word name for the bot (e.g., "NowAssist"). For optimal interaction, users should prefix their queries with the bot's name in Copilot, such as "NowAssist, how do I reset my password?"

• ServiceNow Configuration:

  • Plugin Installation: Within your ServiceNow instance, navigate to System Applications > All Available Applications > All. Search for and install the Conversational Integration with Microsoft Teams plugin, ensuring it's version 8.0.0 or later.

  • Virtual Agent Setup: Activate and configure the Virtual Agent plugin to handle user interactions.

• Connecting the Platforms:

  • Bot Registration: Register the custom bot created in Azure within your ServiceNow instance to establish a secure connection between Microsoft Teams and ServiceNow.

  • Testing the Integration: After setup, test the integration by initiating conversations in Microsoft Teams using Copilot. For example, type "NowAssist, show my open IT tickets" to verify that Now Assist responds appropriately.

3. Additional Considerations:

• Upcoming Enhancements: ServiceNow and Microsoft plan to release a Teams store app that will simplify this integration process. Keep an eye on official announcements for updates.

• Support Resources: For detailed guidance and troubleshooting, refer to the Microsoft Copilot integration with Now Assist FAQ and the ServiceNow and Microsoft Copilot Integration Overview.