Start a Zoom or Microsoft Teams meeting from ServiceNow Agent

Initiate a Zoom or Microsoft Teams meeting from the ServiceNow Agent application to resolve customer issues by assisting them virtually while out of the office or away from your desktop computer.

Before you begin

Role required: wm_agent

About this task

You can host a Zoom or Microsoft Teams meeting to do video conferencing and screen sharing with your customers from the ServiceNow Agent application. You can invite multiple participants to the meeting when initiating a conference call or add a new participant after the call is initiated.

On initiating the meeting, participants receive an email and SMS notification that includes work order task number, a short description of the issue, and the meeting link.

Note:

The conference call details of a Zoom or Microsoft Teams meeting are stored in the Notify Conference Calls [notify_conference_call] table.

Procedure

1. Navigate to the ServiceNow Agent application.
2. Tap My Work.
3. In the My Tasks section, tap See All.
4. Select and open the work order task.
5. Initiate the meeting.
   1. Tap the More actions () icon and then select the call platform.
      • For a Zoom call, select Make a Zoom Call.
      • For a Microsoft Teams meeting, select Make a MS Teams Call.
   2. Select required participants for the conference call.

      Option	Description
      My Group Agents	Agents from the assignment group mentioned in the work order task.
      Users	Specific users such as a manager, dispatcher, and so on.
      Groups	Any groups in your instance.
      Customer	For Zoom calls, you can add a customer mentioned in the work order task. You must install the Customer Service with Field Service Management plugin to see the customer name on work order tasks. For more information, see Integration with Customer Service Management.

   3. After the participants list is finalized, tap Submit to initiate the conference call.
   4. Tap the conference call ID to enter into the active conference call, for example, CC000XXXX.
6. Join the meeting by tapping Join from the Home screen.
7. Optional: Invite more participants to an active call by tapping Add Participants.

   As a host of the meeting, you can admit participants by sharing the meeting URL with them. The number of participants you can admit depends on your Zoom or Microsoft Teams account settings.

   If SMS configuration is enabled, the customer receives an SMS with the link to join the conference call. Otherwise, the customer receives an email with the meeting link.

8. Optional: Record the meeting.
   For more information, see the Zoom Help Center for Zoom calls or Record a meeting in Teams for Microsoft Teams calls.
   The recording of the meeting is added to the Conference form page in the Now Agent mobile application.