Do we have out of the box Virtual agent topic which can reset Entra ID password?

[Suggy]

Do we have out of the box Virtual agent topic which can reset Entra ID password?

Given how common this issue is, I was expecting an OOTB solution. However, I couldnt find any documentation related to it, which is unexpected and quite surprising (unless I am missing it)

[Laveena-Agarwal]

Hi @Suggy 

ServiceNow doesn't have a single "out-of-the-box" Virtual Agent topic just for Entra ID password resets. You usually have to build it yourself using one of two approaches, depending on how much configuration you want to do.

Approach 1: Doing it all right inside the chat (API Integration)

If you want a seamless experience where the user never has to leave the ServiceNow chat window, you can use APIs to handle everything behind the scenes.

To set this up, you'll want to turn on the Password Reset for Virtual Agent plugin and grab the Microsoft Entra ID Integration for Password Reset app from the ServiceNow Store. You'll duplicate the standard OOTB password reset topic, set up an OAuth 2.0 connection to your Entra ID tenant and let the Entra ID spoke handle the actual password wipe and write-back when the user verifies their identity in chat.

Approach 2: Pointing them to Microsoft's reset page (The Link Redirection)

If you want something quick, simple, and highly secure without setting up complex API handshakes, you can just have the bot point users to Microsoft's native tool.

For this, you just open up the Virtual Agent Designer and create a quick custom topic. Give it some basic keywords like "reset password" or "locked out of Entra". Then, add a simple link response node that sends the user directly to your company's Microsoft Self-Service Password Reset (SSPR) page. Microsoft takes care of the MFA and the password change from there.