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M365 Changelog: Microsoft 365 Support Integration with ServiceNow Virtual Agent

Rabia Noureen

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MC455889 – The Microsoft 365 support integration app for ServiceNow can now work with ServiceNow Virtual Agent. This will bring Microsoft self-help services to end-users requesting support through the ServiceNow Virtual Agent chat experience.

When this will happen:

The Microsoft support integration app for ServiceNow is available now in the ServiceNow Store.

How this will affect your organization:

Leverage the expertise of Microsoft 365 product teams in your helpdesk to increase user satisfaction while reducing helpdesk tickets, with integration of Microsoft 365 with ServiceNow Virtual Agent. The integration offers a flexibility to add Microsoft 365 solutions as fallback to your topics or initial solution, and more importantly it provides a seamless user experience to users regardless of the source of the solution.

What you need to do to prepare:

You will need to download or upgrade to the latest version (v1.0.11) from the ServiceNow Store. Once you have successfully set up or upgraded to the v1.0.11 or higher of the Microsoft 365 support integration app in your ServiceNow instance, you can configure the Virtual Agent integration. To enable the Virtual Agent integration, please refer to the online documentation.

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