Install ONE Plugin and Enable Agents to Reach Employees in Teams from ServiceNow!

In this article, you'll learn how to enable your Agents to reach employees in Teams directly from ServiceNow.

To enable this feature, ensure that you've followed the pre-requisites below.

Pre-Requisite	Details
Teams and ServiceNow Integration	If you havent already, please follow the steps here: Getting Started! 3 Simple Steps to Integrate Microsoft Teams and ServiceNow!
Plugins	Please ensure at least one following plugins are installed:1. IT Service Management integration with Microsoft Teams 2. HR Service Delivery integration with Microsoft Teams Alternatively, you can install "ServiceNow for Microsoft Teams"

Step	Preview of Step
Step 1: Click on "Start Microsoft Teams Chat" from an Incident / Case / Request
Step 2: Move the 'Caller' from "Recommended" to "Selected" and select "Continue Chat"	Clicking on Continue Chat will open the Teams client
Step 3: Engage with the Employee in Teams	Notice a Teams conversation between the Agent and Caller has been created
Step 4 (Optional): Import Messages from Microsoft Teams	After a resolution has occurred, the Agent has the option to "Import Messages from Microsoft Teams" as