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Yokohama, Xanadu, Washington DC, Vancouver
The ServiceNow® Universal Request integration with Microsoft Teams application extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.
Agents and employees can collaborate using the Microsoft Teams application to resolve universal requests effectively. Employees can create and modify universal requests using Microsoft Teams.
- Agents and employees can collaborate and discuss a universal request through Microsoft Teams
- Agents can save conversations from a Microsoft Teams chat to the related universal request as "Additional comments" or "Worknotes"
- Employees can create universal requests using the Virtual Agent through Microsoft Teams
- Employees can track, update watchlist or comments and even cancel their universal requests using Virtual Agent through Microsoft Teams
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- Required ServiceNow plugins: The Universal Request Virtual agent conversations (com.snc.universal_request.va) plugin is required for the Virtual Agent functionalities to be activated.
- Required ServiceNow Store applications: The ServiceNow for Microsoft Teams store application must be activated for the Universal Request integration with Microsoft Teams application to function.