From the course: Build with AI: Creating AI Agents for Helpdesk Professionals
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Integrating ServiceNow into your AI help desk agent - Microsoft Copilot Studio Tutorial
From the course: Build with AI: Creating AI Agents for Helpdesk Professionals
Integrating ServiceNow into your AI help desk agent
- [Instructor] ServiceNow is used by many organizations as their IT service management system. Let's look at how to integrate ServiceNow into your AI Helpdesk Agent. In our demo, we will use the Agent Template in Microsoft Copilot Studio to quickly create an IT Helpdesk Agent. This agent comes with two core skills, View My Requests and Create a Request. It connects to my demo ServiceNow instance to process these requests. Specifically, the agent interacts with two modules in ServiceNow, Incident and User. Now let's see how it works. Here's my demo ServiceNow instance To view all requests, in the left navigation panel, I can search for Incident. Under the Incident module, I will click All. It shows a list of incidents or requests in ServiceNow, including some test requests I submitted. Open an incident. We can view and edit its details. Each incident has a color, which is a user in your organization. We can look up a user in the User list. Now let's create an AI agent to integrate with…
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