In the Xanadu release, customers can integrate with Microsoft Copilot 365 to provide users with Now Assist-powered self-service in Microsoft Teams. 

 

Prerequisites

• Xanadu+ instance


• Now Assist license (Creator not supported)


• Conversational integration with Microsoft Teams plugin, v8.0.0+


• Virtual Agent plugin


• Microsoft 365 + Teams + Copilot license

 

Notes on Xanadu GA release

Currently, customers must use the self-configured custom bot to install the Copilot integration. In the near future, ServiceNow and Microsoft will release a Teams store app that enables the Copilot integration out-of-box. 

 

The self-configured bot name needs to be a single word (e.g., “NowAssist”, “Botty”). Type the bot name in the beginning of each query in Copilot for a better conversational experience and results quality, e.g., "NowAssist how do I create an email signature". 

 

High level installation steps

1. In your ServiceNow Xanadu instance, install/update the Virtual Agent plugin and Conversational integration with Microsoft Teams integration store app, version 8.0.0+.


2. In your Azure developer portal, create a custom bot.


3. In ServiceNow, navigate to Conversational Interfaces Home > Settings > General > Channels, and create a self-configured bot for Microsoft Teams. Generate the manifest file with the custom bot details from Step 2 and with Message Extensions enabled.


4. In Microsoft Teams, create an app by uploading the manifest file. 


5. Users can now access the Now Assist in Virtual Agent integration in Copilot via the 'plugins' icon in the chat bar (search for the bot name).

See documentation here: https://docs.servicenow.com/bundle/xanadu-conversational-interfaces/page/administer/virtual-agent/concept/ms-copilot-na-va.html 

 

Use cases supported

• Conversational catalog ordering


• Search Knowledge Base


• Virtual Agent


• Live Agent (Coming Soon)

 

 

Troubleshooting/FAQ

See the Microsoft Teams integration FAQ for related information and troubleshooting. 

 

My manifest file generation fails.

• If generation fails the first time, try the process again.

 

In Azure developer portal, I encounter an error creating a custom bot.

• Search the Microsoft support site for details, but it may be because you do not have the right admin privileges. 

 

I can't find my ServiceNow bot in Copilot in the plugins menu

• Verify that you enabled Message Extensions when generating the manifest file. Verify your bot name is one word.

 

I can't click on the source pills at the bottom of the Copilot response. 

• The pills on the bottom are intentionally not clickable. Hover or click on the in-line citation numbers instead to navigate to a source or Virtual Agent topic. 

 

I'm not able to get good query responses. 

• Type your bot name in the beginning of your query to improve results quality. Or try again with a more specific query.

 

When is the Microsoft store app for the ServiceNow Copilot integration going to be released?

• TBD

 

Is the Copilot integration supported for GCC?

• Yes, with the self-configured bot option.

 

What is the difference between this integration and one that Microsoft provides as a connector to ServiceNow?

• Microsoft's connector to ServiceNow only retrieves knowledge articles and catalog items as links, as of today. ServiceNow's integration, in collaboration with Microsoft, provides more native, in-line experience for knowledge responses and conversational catalog ordering without leaving the Teams interface. It also provides a Virtual Agent integration, and soon live agent chat. 

 

Is the Copilot integration available for NLU Virtual Agent?

• No.

 

Does the Copilot integration consume IHub transactions or Assists?

• Conversations via Copilot only consume Assists.