[Music] hey everyone it's justin thank you for watching in this video i want to show you microsoft teams and servicenow working together um there are several ways you could do this i'll have a couple of videos showing different integrations in this video we're going to talk about a live agent conversation now live agent has been around in servicenow for a while someone could go to the portal whether that's the it portal or customer service portal and they could say hey i want to talk to a live agent and the agent could pick that up from their inbox and actually talk to the user using just servicenow so what's unique here in this demo is that they've taken that live agent functionality i've got service operations workspace here on the left hand side microsoft teams over here on the right hand side they've taken that and dumped it into microsoft teams so that you can meet users where they are so if it's a service desk situation would have got here the user can be in and microsoft teams and what they could do is they could come up and they could use the search function to find servicenow so if i just type in servicenow there should be an app that you can actually talk to if it wasn't showing up in your conversation history like it is here because i've been testing to make sure this demo works so if the user wanted to do something and talk to a live agent to start a conversation they would start with the virtual agent so they could say hi to the virtual agent like i just did there on the right and the virtual agent will respond with any pre-configured conversations that you've set up for virtual agent i've got a demo environment so it has everything here but what i want to show you is this chat with the live agent so if i choose this chat with our agent hit submit it's going to send that request and the user i'm logged into with just above my head lacks me the analyst in the operations workspace has her inbox status set to available so we can see here that she's ready to take a chat and if i look this just came through to accept or reject this particular chat from justin meadows so we'll go ahead and hit accept and that will start an interaction record within servicenow i'm going to go ahead and hide this inbox here so we just see the interaction record and the live chat going on with the user so laxmi can come in here and say hey justin how can i help and you can see just over here it's actually showing in the teams that someone's typing so we've got that indicator there that someone's actually responding and if i send that it's going to go and actually send that message over to justin with the microsoft team so you see that came through and so justin can respond and say need some help with my laptop who doesn't need help with their laptop and that should show up on the left hand side for relax me to see need some help with my laptop so that's the basic integration there back and forth that you don't need to see a whole conversation to know that the integration actually works and i can stop the conversation on either side as the agent or as the user i'm going to go ahead and stop it as the agent you'll see kind of that what that experience looks like there we'll hit okay and i'm going to widen this window because i want you to see if you were coming back and saw this interaction with justin what does that look like so someone's coming back to see hey i see there was an interaction with the user and i want to see what they talked about and you know what that interaction was so i'll go ahead and pull up all the interactions um i didn't actually put a short description in that one here but you can see here i've got this one with justin that happen and what servicenow does is they put a little transcript in so you can see what that conversation was between the agent and the user so there's the internal transcript of justin asking or asking myself really lacks me asking justin how can she help me seeing me saying i needed some help with my laptop and then lacks me actually closing the support session so all that's documented we have an audit trail for how all that went down and how that occurred within microsoft teams and within service now i hope you found this video helpful if you did please like please subscribe or share it with somebody you think might be interested until next time i'll see you on the next one [Music] [Applause] [Music] [Applause] [Music] you