Configuring ServiceNow for Microsoft Teams and Microsoft 365 integration

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.

Important:

• Actions that require the admin role, can also be performed with the sn_now_teams.admin role.
• From IT Service Management for Microsoft 365 (version 2.6.7), ServiceNow for Microsoft Teams is upgraded to ServiceNow for Microsoft 365.
• From HR Service Delivery for Microsoft 365 (version 3.3.6), ServiceNow for Microsoft Teams is upgraded to ServiceNow for Microsoft 365.

For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, see Integrating ServiceNow with Microsoft 365 applications for Employee Experience.

• Configuring Microsoft Teams integration for Employee Experience
  Offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams. Employees can interact with the agents from within Microsoft Teams to resolve their issues.
• Configuring Microsoft Teams integration for Agent Experience
  Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams.

Parent Topic:ServiceNow for Microsoft Teams and Microsoft 365