--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Microsoft 365 group membership AI agent # Microsoft 365 group membership AI agent {#ariaid-title1} Release version: Australia Updated September 28, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Microsoft 365 group membership AI agent The Microsoft 365 group membership AI agent enables ServiceNow users to efficiently add or remove members from Microsoft 365 distribution list groups through natural language interactions. It automates validation, confirmation, and incident recording, streamlining group membership management within the ServiceNow environment. Show full answer Show less ## Key Features * **Natural Language Processing:** Users can issue requests like "Add Abel to ITSM group" to initiate membership changes. * **Group Lookup and Validation:** The agent searches for the specified group by name or email, prompts if the group is not found, and requests alternative inputs. * **Member Validation:** It validates the names and email addresses provided, handling errors or ambiguous matches by requesting user corrections. * **Explicit User Confirmation:** Users must confirm the add or remove action before the agent proceeds. * **Incident Management:** Automatically creates or associates an incident with the request to ensure proper tracking and auditing. * **Configurable Access Controls:** Access can be restricted by user roles and data access roles, although none are defined by default. * **Optional Configuration Settings:** * Allow third-party AI agent access (default off) * Enable AI specialist access with advanced configuration (default off) * Manage long-term memory for interaction context (default off) * **Tools Integration:** Supports tools like creating incidents, retrieving incident details, group lookup, validation, and process execution. * **Channel Support:** Enabled for the ServiceNow Otto panel and usable within agentic workflows, especially in IT Service Management scenarios. ## Practical Benefits for ServiceNow Customers By leveraging this AI agent, ServiceNow customers can simplify and accelerate Microsoft 365 group membership management without manual intervention. The agent reduces errors by validating inputs, provides clear user confirmations, and ensures all actions are documented via incident records. This results in improved operational efficiency, better compliance, and enhanced user experience when managing distribution lists. The agent helps users add or remove members of Microsoft 365 distribution list groups. It finds the group, validates the people to add or remove, confirms the action with the user, and records the request in an incident. ## Workflow {#itsm-microsoft-365-group-membership-ai-agent__gokeiwafqbox} The agent helps the user add or remove members of a Microsoft 365 distribution list group. 1. Enter a query in natural language such as "Add Abel to ITSM group" to retrieve the details and understand the request. 2. Ask the user for the group name or group email, if it was not already provided. 3. Look up the group, and if it isn't found, tell the user and offer to try another group name. 4. Confirm whether the user wants to add or remove members, and collect the names or email addresses. 5. Validate the names and email addresses, asking the user to correct any errors or choose between ambiguous matches. 6. Ask the user to explicitly confirm the add or remove action. 7. Create an incident if the user didn't provide one, and then start the process to add or remove the members. 8. Display a confirmation message with the results. {#itsm-microsoft-365-group-membership-ai-agent__ol_voe_zme_odb} {#itsm-microsoft-365-group-membership-ai-agent__gokeiwafqbox__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Script : Create incident : Get details of incident : Look Up Group : Start The Process : Validate Names and Email Addresses | | Allowed user roles The specific user roles that can access this AI agent. | Not defined. | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | Not defined. | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | [IT Service Management AI agent collection Manage Microsoft 365 group members agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-O365-groupmembers-workflow&version=australia&pubname=australia-it-service-management&ft:locale=en-US) | [Table 1. Configuration] Learn more about IT Service Management at [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US).