As far as I know, there are a couple of ways for Agents to communicate with other agents and customers in ServiceNow. I’m not addressing the use case where customers initiate conversations with Agents (such as through Virtual Agent), but rather focusing on the initial use case mentioned.
Question:
Are the following the only available options for implementing Agent-to-Agent and Agent-to-Customer conversations?
Options:
ServiceNow for Microsoft Teams and M365 Integration as demonstrated in this YouTube video (23:33/36:38) link.
a. This option integrates Microsoft Teams with ServiceNow, allowing Agents to start conversations directly from tickets and include relevant users.
Implement Sidebar and add Teams integration if needed, enabling Teams functionality within the Sidebar.
Bonus Question:
Microsoft charges each time the Teams API is called. Does this charge apply to both of the options mentioned above? Rate info can be found here, with the rate model provided here.
For those who have implemented Teams with Sidebar or allowed Agents to open chats from tickets, could you share any lessons learned regarding estimating/forecasting costs? Were there any gaps discovered after the fact that affected your cost estimates?
Thank you!
