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Employee actions › Use ITSM and HRSD integrations with Microsoft Teams › Use Microsoft Teams integration for Employee Experience › Use › ServiceNow for Microsoft Teams and Microsoft 365 › Unified Employee Experience › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Link ServiceNow user account to Microsoft Teams application for Virtual Agent

Link your ServiceNow account to an Microsoft Teams application to access the non-public Virtual Agent topics that use ServiceNow records.

Before you begin

Role required: user

The authentication step occurs in your instance or in a Service Portal set by your admin.

Procedure

  1. Open the Microsoft Teams application.

  2. Find your Virtual Agent bot.

  3. Start a conversation with your Virtual Agent bot.

    The bot then presents a prompt that provides options to authenticate Link to ServiceNow, continue as a guest user, or see the help menu Check out Tips.

  4. Select Link to ServiceNow to authenticate.

    Authentication directs you to your instance or a Service Portal set by your admin. If you aren’t already logged in to your instance or a Service Portal, you’re prompted to enter your login credentials.

    Note:

    The administrator can auto-link the ServiceNow user accounts to Microsoft Teams. For more information, see Account linking in pre-built messaging integrations.

  5. On the confirmation dialog, select Confirm to link your account.

Parent Topic:Employee actions