Employee Experience topic blocks

  • Release version: Yokohama
  • Updated January 30, 2025
  • 5 minutes to read
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    Summary of Employee Experience topic blocks

    The Employee Experience topic blocks in ServiceNow's ITSM Virtual Agent enable users to manage meetings efficiently within Microsoft Exchange Online and integrated conferencing tools such as Microsoft Teams, Cisco Webex, and Zoom. These topic blocks allow scheduling, rescheduling, canceling meetings, and handling conference room bookings directly through conversational interactions with the Virtual Agent.

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    Key Features

    • Manage Meetings EXO v1.0: Provides capabilities to schedule, reschedule, and cancel meetings using Microsoft Exchange Online.
    • Cancel Meeting EXO: Accepts meeting start and end times to cancel meetings, returning status codes such as MEETINGCANCELLED or TECHNICALISSUE.
    • Conference Room Availability: Allows users to find and select conference rooms based on location, capacity, date, and duration, returning room details and booking status.
    • Get MS Teams Meeting Link: When the Microsoft Teams Communication spoke is installed, users can generate Teams meeting links using organizer email, subject, and service user Azure ID, with options for silent mode.
    • Reschedule a Meeting EXO: Users can reschedule meetings by providing current and new date/time with duration; returns status codes like MEETINGRESCHEDULED.
    • Schedule a Meeting EXO: Enables meeting creation with inputs including attendees, subject, date/time, duration, resource types (Virtual, Conference, Hybrid, None), meeting application, agenda, and service user Azure ID.
    • Webex Meeting Actions: Supports scheduling, rescheduling, and canceling Webex meetings when the Cisco Webex Teams spoke is installed, handling inputs such as organizer ID, subject, agenda, and invitees.
    • Zoom Meeting Actions: Similar to Webex, supports Zoom meeting management with inputs for action type, user ID, meeting details, and agenda when the Zoom spoke is installed.

    Key Outcomes

    • Streamlined meeting management within Virtual Agent conversations, improving user productivity and experience.
    • Integration with major conferencing platforms (Teams, Webex, Zoom) enables seamless virtual meeting link generation and management.
    • Conference room availability checks help optimize physical meeting space usage.
    • Clear status codes and outputs provide feedback on meeting operations, facilitating error handling and user guidance.
    • Support for detailed meeting parameters, including agendas and resource types, ensures meetings are scheduled with appropriate settings.

    ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Online. Using the Manage Meetings EXO v1.0 topic, you can schedule, reschedule, and cancel a meeting.

    Use the Category list on the Topics page in Virtual Agent Designer to sort by Self Service to view all Employee Experience topics blocks.

    For detailed information about topic blocks, see Maximizing code reuse with topic blocks.

    Cancel Meeting EXO

    Users can send a message to Virtual Agent requesting to cancel a meeting.

    Table 1. Cancel a Meeting EXO topic block input and output parameters
    Name Description
    Input parameters
    Start Date Time Start date and time of the meeting in UTC.
    End Date Time End date and time of the meeting in UTC.
    Output parameters
    status Returns a cancel status for the meeting.
    status_code Returns one of the following status codes for the meeting:
    • MEETING_CANCELLED
    • TECHNICAL_ISSUE
    • INFORMATION_PROVIDED

    Conference Room Availability

    Users can choose an available conference room for their meeting.

    Table 2. Conference Room Availability topic block input and output parameters
    Name Description
    Input parameters
    Room Location Location of the conference room.
    Room Capacity Number of people the conference room holds.
    Start Date Time Start date and time of the meeting in UTC.
    Duration Duration of the meeting in minutes. Values increment by 15 minute segments, from 15 to 1440 (1 day).
    Output parameters
    selected_room_info Name of the selected conference room.
    booking_info JSON string denoting additional booking information (location, start time, and duration of meeting).
    status Returns the status for the meeting.
    status_code Returns one of the following status codes for the meeting:
    • NO_EMAIL_FOUND
    • TECHNICAL_ISSUE
    • INVALID_SCHEDULE_INFO
    • INVALID_EMAIL
    • NO_ROOMS_AVAILABLE
    • ROOMS_SELECTED
    • ROOMS_VIEWED

    Get MS Teams Meeting Link

    If the Microsoft Teams Communication spoke (sn_msteams_com_spk) is installed on the instance, users can send a Microsoft Teams meeting link with their invitation.

    Table 3. Get MS Teams Meeting Link topic block input and output parameters
    Name Description
    Input parameters
    email_id Email address of the meeting organizer.
    meeting_subject Subject of the meeting.
    silent_mode Determines whether the topic block produces a message output. When the value is true, the topic block doesn't produce an output message.
    service_user_azure Service account Azure ID for the user. This will be used to initiate the meeting in Microsoft Teams meetings. Use a script variable to pass the user ID.
    Output parameters
    url Microsoft Teams meeting URL.
    meeting_id Microsoft Teams meeting ID.
    output_status Indicates whether the action was successfully completed.
    output_error_message Error message indicating that the meeting link didn't get generated.

    Reschedule a Meeting EXO

    Users can send a message to Virtual Agent requesting to reschedule a meeting, or the user can select the desired template and select Reschedule Meeting.

    Table 4. Reschedule a Meeting EXO topic block input and output parameters
    Name Description
    Input parameters
    Start Date Time Current start date and time of the meeting in UTC.
    End Date Time Current end date and time of the meeting in UTC.
    Rescheduled Date New date and time of the meeting in UTC.
    Duration Duration of the meeting in minutes. Values increment by 15 minute segments, from 15 to 1440 (1 day).
    Output parameters
    status Returns a rescheduled status for the meeting.
    status_code Returns one of the following status codes for the meeting:
    • MEETING_RESCHEDULED
    • TECHNICAL_ISSUE
    • INFORMATION_PROVIDED

    Schedule a Meeting EXO

    Users can send a message to Virtual Agent requesting to schedule a meeting, or the user can select the desired template and select Set up meeting.

    Table 5. Schedule a Meeting EXO topic block input and output parameters
    Name Description
    Input parameters
    Attendees Email addresses of the people invited to the meeting. Multiple attendee email addresses are separated by a comma.
    Subject Subject of the meeting.
    Meeting Date Start date of the meeting in the user's time zone.
    Meeting Time Time of day for the meeting in minutes.

    For example, for 11:26 pm, the value is 1406.
    Duration Duration of the meeting in minutes. Values increment by 15 minute segments, from 15 to 1440 (1 day).
    Resource Type Resources required for the meeting. Values include:
    • Virtual: Requires conferencing software, such as Zoom.
    • Conference: Requires a room to be booked.
    • Hybrid: Requires both conferencing software and a room.
    • None: No additional resources required.
    Meeting Application Conferencing software tool for the meeting. Values include:
    • Teams
    • Webex
    • Zoom
    • None
    Body Meeting agenda.
    Service User Azure ID Service account Azure ID for the user in Microsoft Teams meetings.
    Output parameters
    event_id ID for the scheduled meeting.
    status Returns the status for the meeting.
    status_code Returns one of the following status codes for the meeting:
    • MEETING_SCHEDULED
    • TECHNICAL_ISSUE
    • NO_MEETING_SELECTED

    Webex Meeting Actions

    If the Cisco Webex Teams spoke (sn_cisco_teams_spk) is installed on the instance, users can send a Webex meeting link with their invitation.

    Table 6. Webex Meeting Actions topic block input and output parameters
    Name Description
    Input parameters
    Action The Webex action for the meeting. Values include:
    • Schedule
    • Reschedule
    • Cancel
    Start Date Time Current start date and time of the meeting in UTC.
    Duration Duration of the meeting in minutes. Values increment by 15 minute segments, from 15 to 1440 (1 day).
    User ID Email address or user ID of the meeting organizer.
    Meeting subject Subject of the meeting.
    Agenda Meeting agenda.
    Meeting URL Join URL for the virtual meeting.
    Meeting Invitees Email addresses of the invited users, separated by commas.
    Output parameters
    meeting_url Join URL for the virtual meeting.
    output_status Returns the status for the meeting.
    status_code Returns one of the following status codes for the meeting:
    • SCHEDULE_ACTION_SUCCESSFUL
    • RESCHEDULE_ACTION_SUCCESSFUL
    • CANCEL_ACTION_SUCCESSFUL
    • SCHEDULE_ACTION_FAILED
    • RESCHEDULE_ACTION_FAILED
    • CANCEL_ACTION_FAILED
    • INVALID_PAYLOAD
    • INVALID_EMAIL
    • MEETING_ID_MISSING

    Zoom Meeting Actions

    If the Zoom spoke(com.sn.zoom.spoke) is installed on the instance, users can send a Zoom meeting link with their invitation.

    Table 7. Zoom Meeting Actions topic block input and output parameters
    Name Description
    Input parameters
    Action Zoom action for the meeting. Values are:
    • Schedule
    • Reschedule
    • Cancel
    User ID Account user's ID or email address.
    Start date time Current start date and time of the meeting in UTC.
    Duration Duration of the meeting in minutes. Values increment by 15 minute segments, from 15 to 1440 (1 day).
    Meeting subject Subject of the meeting.
    Agenda Meeting agenda.
    Meeting ID Unique Zoom ID assigned to the virtual meeting.
    Output parameters
    output_status Returns the status for the meeting.
    status_code Returns one of the following status codes for the meeting:
    • SCHEDULE_ACTION_SUCCESSFUL
    • RESCHEDULE_ACTION_SUCCESSFUL
    • CANCEL_ACTION_SUCCESSFUL
    • SCHEDULE_ACTION_FAILED
    • RESCHEDULE_ACTION_FAILED
    • CANCEL_ACTION_FAILED
    • INVALID_PAYLOAD
    • INVALID_EMAIL
    • MEETING_ID_MISSING
    meeting_url Join URL for the virtual meeting.