Integration with Virtual Conferencing

With ServiceNow Field Service Management Virtual Conferencing Integration, collaborate with your customers and peer agents to resolve customer issues using the video and screen sharing options in Zoom and Microsoft Teams from the Now Agent mobile application. Provide timely support while away from your office or desktop computer.

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Overview

The Field Service Management Virtual Conferencing Integration application integrates the conference communication channel with the Notify communication channel by managing and initiating a Zoom or Microsoft Teams meeting directly from the Now Agent mobile application.

As an agent, you can use the Field Service Management Virtual Conferencing Integration application to initiate Zoom or Microsoft Teams meetings using the Initiate Conference option in your Now Agent mobile application.

To get started with the Field Service Management Virtual Conferencing Integration, see Install Field Service Management Virtual Conferencing Integration.

• Install Field Service Management Virtual Conferencing Integration
  You can install the Field Service Management Virtual Conferencing Integration application (com.snc.fsm_vci) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they are not already installed.
• Configure Field Service Management Virtual Conferencing Integration
  Install and set up the Field Service Management Virtual Conferencing Integration application to interact with customers and peer agents using Zoom or Microsoft Teams meetings initiated from the Now Agent mobile application.
• View details for recorded conference calls
  View details for a recorded Zoom and Microsoft Teams meetings initiated from the Now Agent mobile application by accessing the associated conference record for work order task.