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Use Microsoft Teams for Universal Request › Use Microsoft Teams integration for Employee Experience › Use › ServiceNow for Microsoft Teams and Microsoft 365 › Unified Employee Experience › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Agent actions

Work on the universal requests created by the employees. You can chat with employees, and import messages from the records or from the Agent Workspace.

  • Manage chat messages from a record
    As an agent, interact with a requester in Microsoft Teams for issues related to universal requests assigned to you. Import the chat back to your instance.
  • Manage chat messages from the Agent Workspace
    As an agent, interact with a requester in Microsoft Teams from the Agent Workspace for issues related to an universal request. Import the chat back to ServiceNow.

Parent Topic:Use Microsoft Teams for Universal Request