--- sourceDocument: Zurich Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # ServiceNow for Microsoft Teams and Microsoft 365 # ServiceNow for Microsoft Teams and Microsoft 365 {#ariaid-title1} * Release version: Zurich * * Updated November 18, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 ServiceNow for Microsoft Teams and Microsoft 365 ServiceNow for Microsoft Teams and Microsoft 365 provides seamless integration between ServiceNow and Microsoft collaboration tools, enhancing user productivity and experience. This integration enables employees to access self-service options and Virtual Agent capabilities directly within Microsoft Teams, Outlook, and the Microsoft 365 app, while also allowing agents to resolve cases more efficiently through enhanced communication and incident management features. Show full answer Show less ## Key Features * **Employee Experience Enhancements:** Employees can view actionable notifications, interact with the Virtual Agent, and access the Employee Center portal without leaving Microsoft Teams or other Microsoft 365 applications. * **Virtual Agent Integration:** Supports full Virtual Agent capabilities for IT Service Management and HR Service Delivery, allowing conversational interactions and AI-powered search within Microsoft Teams. * **Agent Experience Enhancements:** Agents can initiate Microsoft Teams chats from tickets, import chat transcripts into incidents, and manage major incidents directly through the Major Incident Management workbench integrated with Microsoft Teams. * **Government Cloud Support:** Provides tailored integration options for Government Community Cloud - High (GCC-H) and US Department of Defense (DoD) environments, including installation of Employee Center, Virtual Agent, and request-based chat. * **Custom Integration Capabilities:** Supports development of custom integrations using Microsoft Teams Graph spoke and Communications spoke to extend functionality. * **Universal Request Integration:** Enables employees to create universal requests through Virtual Agent directly within Microsoft Teams. ## Practical Application for ServiceNow Customers ServiceNow customers can leverage these integrations to streamline service delivery and improve collaboration by embedding ServiceNow capabilities within familiar Microsoft platforms. This means employees benefit from quick access to service portals and Virtual Agent assistance, while agents can collaborate and manage incidents more effectively without switching contexts. Additionally, specialized support for government cloud environments ensures compliance and secure communication for regulated industries. ## Next Steps * Review the specific implementation guides for IT Service Management or HR Service Delivery integration with Microsoft Teams and Microsoft 365. * Consider upgrading from ServiceNow for Microsoft Teams to ServiceNow for Microsoft 365 to access expanded features across multiple Microsoft applications. * Explore custom integration options using Microsoft Teams Graph and Communications spokes to tailor functionality to your organization's needs. * Utilize Universal Request integration to simplify request submissions via Microsoft Teams. The ServiceNow integrations with Microsoft Teams and Microsoft 365 help you to create a better, more connected experience for your users. It drives productivity for the entire enterprise because employees get seamless self-service and agents can resolve their cases faster. Important: * From [IT Service Management for Microsoft 365](https://store.servicenow.com/sn_appstore_store.do#!/store/application/14eb9da8c3f310102986a81c8640dd08/2.6.7?referer=/store/product/9389b69edbb8e810d27e581adc9619ca) (version 2.6.7), ServiceNow for Microsoft Teams is upgraded to ServiceNow for Microsoft 365. * From [HR Service Delivery for Microsoft 365](https://store.servicenow.com/sn_appstore_store.do#!/store/application/23364660c3b31010aab55b79c840ddc2/3.3.6?referer=/store/product/9389b69edbb8e810d27e581adc9619ca) (version 3.3.6), ServiceNow for Microsoft Teams is upgraded to ServiceNow for Microsoft 365. {#c_ServiceNowForMSTeams__ul_onl_tyv_dzb} For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, see [Integrating ServiceNow with Microsoft 365 applications for Employee Experience](https://www.servicenow.com/docs/~iToaDfZ4DC_y~lUIRQQPw "Set up your ServiceNow Employee Center instance to integrate Microsoft 365 applications."). ServiceNow for Microsoft Teams extends the Now Virtual Agent (VA) integration with Microsoft Teams to enable employees effectively request and receive service from within Microsoft Teams. ## ServiceNow for Microsoft 365 {#c_ServiceNowForMSTeams__section_vkb_lbd_gyb} With ServiceNow for Microsoft 365, Employee Center is available in Microsoft Outlook and the Microsoft 365 app, in addition to Microsoft Teams. {#c_ServiceNowForMSTeams__table_ob3_q1m_hzb__entry__3} | Objective | Requirements | Capabilities included | |:-|:-|:-| | [Enhance Employee Experience by integrating ServiceNow with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/niaLo0umyt_XdIgXCCj68w "Offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams or Microsoft 365. Employees can interact with the agents from within Microsoft Teams or Microsoft 365 to resolve their issues.") | * IT Service Management Pro, or * IT Service Management Standard {#c_ServiceNowForMSTeams__ul_wbh_2rw_dzb} To implement IT Service Management integration with Microsoft Teams, see [IT Service Management integration with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/U_fh3yGoEAaEKzugbu_mRQ "IT Service Management integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams."). | * Enables employees to view and take action on actionable notifications. * Access all Virtual Agent capabilities directly via Microsoft Teams. * Embed Employee Center within Microsoft Teams. Employees can access the portal by staying within Microsoft Teams. {#c_ServiceNowForMSTeams__ul_xbh_2rw_dzb} | | [Enhance Employee Experience by integrating ServiceNow with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/niaLo0umyt_XdIgXCCj68w "Offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams or Microsoft 365. Employees can interact with the agents from within Microsoft Teams or Microsoft 365 to resolve their issues.") | HR Service Delivery Pro for full Virtual Agent To implement HR Service Delivery integration with Microsoft Teams, see [HR Service Delivery integration with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/~xr7tvdPRL72AeUCUX_BOQ "HR Service Delivery integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams."). | * Enable employees to view and take action on actionable notifications. * Access all Virtual Agent capabilities directly via Microsoft Teams. * Embed Employee Center within Microsoft Teams. Employees can access the portal by staying within Microsoft Teams. {#c_ServiceNowForMSTeams__ul_g4h_2rw_dzb} | | [Enhance Employee Experience by integrating ServiceNow with Microsoft Teams and Microsoft 365](https://www.servicenow.com/docs/niaLo0umyt_XdIgXCCj68w "Offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams or Microsoft 365. Employees can interact with the agents from within Microsoft Teams or Microsoft 365 to resolve their issues.") | For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, see [Integrating ServiceNow with Microsoft 365 applications for Employee Experience](https://www.servicenow.com/docs/~iToaDfZ4DC_y~lUIRQQPw "Set up your ServiceNow Employee Center instance to integrate Microsoft 365 applications."). | Provides users with direct access to Employee Center in Microsoft Teams, Outlook, and Microsoft 365. Note: These steps are available only for Employee Experience with the following: * IT Service Management for Microsoft 365 * HR Service Delivery for Microsoft 365 {#c_ServiceNowForMSTeams__ul_w4h_2rw_dzb} | [Table 1. Features of ServiceNow for Microsoft 365] {#c_ServiceNowForMSTeams__table_ob3_q1m_hzb} ## ServiceNow for Microsoft Teams {#c_ServiceNowForMSTeams__intro-1} ServiceNow for Microsoft Teams integration offers the following integrations for various use cases.{#c_ServiceNowForMSTeams__table_z4k_hrd_2yb__entry__3} | Objective | Requirements | Capabilities included | |:-|:-|:-| | Use ServiceNow Virtual Agent with Microsoft Teams | * IT Service Management Pro, or * IT Service Management Standard, or * HR Service Delivery Pro for full Virtual Agent {#c_ServiceNowForMSTeams__ul_brz_pkf_hzb} To implement ServiceNow Virtual Agent with Microsoft Teams, see [Conversational Integration with Microsoft Teams](https://www.servicenow.com/docs/access?context=teams-conv-integration&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US). | * Enable ServiceNow Virtual Agent on Microsoft Teams. * Supports Virtual Agent features, such as Virtual Agent designer controls for creating conversations, notifications, and AI search results. {#c_ServiceNowForMSTeams__ul_crz_pkf_hzb} | | [Enhance Agent Experience by integrating Major incident Management workbench with Microsoft Teams](https://www.servicenow.com/docs/1semGUhoLoQ5jurFDN21AQ "Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams.") | * Notify plugin * Major Incident Management * Chat to Call {#c_ServiceNowForMSTeams__ul_grz_pkf_hzb} To implement the Notify connector for Microsoft Teams, see [Notify connector for Microsoft Teams](https://www.servicenow.com/docs/iemwD6dCd6~5gd~Zn2Xcmg "Notify connector for Microsoft Teams enables you to manage and initiate a Microsoft Teams meeting directly from any record such as an incident, or a task."). To implement Meeting Extensions with Microsoft Teams, see [Meeting Extensions for Microsoft Teams](https://www.servicenow.com/docs/GmhHSkWA6u9eiDE2yR9vXQ "The Meeting extensions for Microsoft Teams enables the major incident manager, and the participants to view the communication tasks from within Microsoft Teams during an active conference call."). | * Provides agents the ability to initiate a Microsoft Teams chat with an employee from a ticket and then import the chat transcript back to the ticket as a comment. * Enables agents to work and manage the major incidents from the Major Incident Management (MIM) workbench through Microsoft Teams. {#c_ServiceNowForMSTeams__ul_hrz_pkf_hzb} | | Enhance Employee and Agent experience by integrating ServiceNow with Microsoft Teams for Government Community Cloud - High (GCC-H) and US Department of Defense (DoD) | To integrate ServiceNow with Microsoft Teams for Government Community Cloud - High (GCC-H) or US Department of Defense (DoD), see [Integrating ServiceNow with Microsoft Teams for GCC-H or DoD](https://www.servicenow.com/docs/1nDhhZbzcMXX_0XLxBi3XA "Set up your ServiceNow instance to integrate with Microsoft Teams applications."). | * Provides users the ability to install Employee Center with Microsoft Teams for GCC-H or DoD. * Install Employee Center and Virtual Agent with Microsoft Teams for GCC-H or DoD. * Install request-based chat with Microsoft Teams for GCC-H or DoD. {#c_ServiceNowForMSTeams__ul_irz_pkf_hzb} | | Build Custom integrations | For more information, see [Microsoft Teams Graph spoke](https://www.servicenow.com/docs/access?context=msteams-spoke&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US), and [Microsoft Teams Communications spoke](https://www.servicenow.com/docs/access?context=msteams-comm&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US). | Create custom integrations using Microsoft Teams Graph spoke and Microsoft Teams Communications Spoke. | | Universal Request integrations | Universal Request To implement Universal Request integration with Microsoft Teams, see [Universal Request integration with Microsoft Teams](https://www.servicenow.com/docs/s62lLMsmJGRuffRtOe7HSA "The ServiceNow Universal Request integration with Microsoft Teams application extends the ServiceNow integration with Microsoft Teams. You can enable employees to more effectively request and receive service from within Microsoft Teams by using this application."). | Enables employees to create universal requests directly from Microsoft Teams, via ServiceNow Virtual Agent. | [Table 2. Features of ServiceNow for Microsoft Teams] {#c_ServiceNowForMSTeams__table_z4k_hrd_2yb} |-|-|-| | [Explore Learn about how agents and employees use ServiceNow for Microsoft Teams.](https://www.servicenow.com/docs/9efEad5Zgpkpjm0_MJK4Bw "The ServiceNow for Microsoft Teams or Microsoft 365 applications extend the integration of the application to different business units. You can enable employees to more effectively request and receive service from within Microsoft Teams by using this integration.") | [Integrate Plan and configure your implementation.](https://www.servicenow.com/docs/UOhuCv9ffR3t3l5Lhj_0Sg "Set up your ServiceNow instance to integrate Microsoft Teams or Microsoft 365 applications.") | [Configure Extend Teams integrated capabilities with other applications.](https://www.servicenow.com/docs/e21zbgVD2tMuECjakYRW5A "ServiceNow for Microsoft Teams enables agents to initiate chat with employees and import the chat, and enables employees to view and receive chat service from within  the Microsoft Teams application.") | | [Manage Manage and customise Microsoft Teams chat messages.](https://www.servicenow.com/docs/ixTLcHZKZPHilXTvObiv4Q "Customize and manage different ServiceNow for Microsoft Teams or Microsoft 365 integrations both for Employee Experience and Agent Experience, as required.") | [Use Use Microsoft integration with various applications.](https://www.servicenow.com/docs/6DW7BSniZeCpoinT3fEXZQ "Employees and agents can work together to resolve their issues for IT Service Management, HR Service Delivery, and Universal Request from within Microsoft Teams.") | [Reference See reusable reference content for Microsoft Teams integrations.](https://www.servicenow.com/docs/tDu_aJqeaaJZvbi303ucGA "Reference topics provide additional information about the ServiceNow for Microsoft Teams application integration.") | [ ] {#c_ServiceNowForMSTeams__table_iwv_lpv_klb}