Microsoft Exchange Server meeting management pre-built topics for ITSM Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Microsoft Exchange Server Meeting Management Pre-Built Topics for ITSM Virtual Agent

    The ITSM Virtual Agent facilitates meeting management within Microsoft Exchange Server, enabling users to schedule, reschedule, and cancel meetings efficiently. The Manage Meetings EXS topic utilizes Natural Language Understanding (NLU) to interpret user requests and perform the desired actions seamlessly.

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    Key Features

    • Cancel a Meeting: Users can request to cancel a meeting through Virtual Agent. The process involves entering the original meeting's start and end dates, after which the agent provides a list of meetings to cancel. Users can select specific meetings or opt to cancel all meetings within a given timeframe. Notifications are sent to attendees, and calendar updates are made automatically.
    • Reschedule a Meeting: Users can initiate a reschedule request via Virtual Agent. They enter the original meeting date, and the agent lists potential meetings for rescheduling. After selecting a meeting and providing a new time, Virtual Agent updates the meeting details and notifies all attendees.
    • Schedule a Meeting: To schedule a meeting, users input the email addresses of attendees, meeting time, and duration. Virtual Agent offers available meeting slots based on attendees' calendars. Upon confirmation from the user, the meeting is scheduled, and invitations are sent to all participants.

    Key Outcomes

    Implementing the ITSM Virtual Agent for meeting management allows ServiceNow customers to streamline their scheduling processes, enhance communication with attendees, and maintain updated calendars automatically. This integration improves productivity and reduces the manual effort involved in managing meetings.

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

    Manage Meetings EXS

    Natural Language Understanding (NLU) is used to identify and trigger the meeting action that a user wants to perform. Users can schedule, reschedule, or cancel a meeting.

    Requirements:
    • Microsoft Exchange Server spoke (sn_exchange_spoke)
    • Email addresses for meeting attendees must be configured in the User [sys_user] table to be added to meeting invites
    • Some topics can use the Zoom spoke to add meeting links
    Note:
    If these topics are duplicated in a different scope than ITSM Virtual Agent Conversations, script logic can be affected and cause errors. This topic must be duplicated in the ITSM Virtual Agent Conversations scope.

    Manage Meetings EXS: Cancel a meeting

    Users can send a message to Virtual Agent requesting to cancel a meeting, or users can select the desired template and select Cancel Meeting.

    Basic flow:
    1. User enters the start and end date and time of the original meeting.
    2. Virtual Agent returns a list of potential meetings to cancel.
    3. User selects the desired meeting or can choose to cancel all meetings during the specified duration.
    4. Virtual Agent cancels the meetings, sends an email to all attendees, and updates the calendar.

    Manage Meetings EXS topic - Canceling a meeting.

    Manage Meetings EXS: Reschedule a meeting

    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.

    Basic flow:
    1. User enters the original meeting date.
    2. Virtual Agent returns a list of potential meetings to reschedule.
    3. User selects the desired meeting.
    4. User enters a new meeting time.
    5. Virtual Agent reschedules the meeting, emails the attendees, and updates the calendar.

    Virtual Agent reschedules the meeting, emails the attendees, and updates the calendar.

    Manage Meetings EXS topic - Rescheduling a meeting.

    Manage Meetings EXS: Schedule a meeting

    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.

    Basic flow:
    1. User enters the email addresses for all attendees, the meeting time, and the meeting duration.
    2. Virtual Agent provides a list of available meeting times, based on the calendars of the invitees.
    3. User enters the meeting subject and description.
    4. Virtual Agent returns the meeting details.
    5. User confirms that Virtual Agent should schedule the meeting.
    6. Once the user confirms, Virtual Agent sends the email invitations and schedules the meeting.

    Manage Meetings EXS topic - Scheduling a meeting.