WEBVTT 00:00:00.140 --> 00:00:02.379 In today's video, I'm going to show you how to 00:00:02.379 --> 00:00:05.120 connect ServiceNow with Copilot for Microsoft 00:00:05.120 --> 00:00:09.880 365 using Copilot Studio. This allows you to 00:00:09.880 --> 00:00:12.679 stay inside Teams and use Copilot with natural 00:00:12.679 --> 00:00:15.939 language to check on your ServiceNow tickets 00:00:15.939 --> 00:00:19.280 and priorities in a very simple and a familiar 00:00:19.280 --> 00:00:22.280 environment. Now when I first started putting 00:00:22.280 --> 00:00:24.600 this video together, I wasn't quite sure how 00:00:24.600 --> 00:00:27.839 much programming experience I needed. And it 00:00:27.839 --> 00:00:30.739 turns out you don't need any. Microsoft has done 00:00:30.739 --> 00:00:33.479 a great job of creating these connectors and 00:00:33.479 --> 00:00:36.060 I'll show you all the steps to be able to configure 00:00:36.060 --> 00:00:39.320 them. But I'll also show you steps that you need 00:00:39.320 --> 00:00:43.020 to take to configure your Microsoft 365 Admin 00:00:43.020 --> 00:00:45.960 Center and your Power Platforms Admin Center 00:00:45.960 --> 00:00:51.439 to enable Copilot Studio for M365. And then we'll 00:00:51.439 --> 00:00:54.759 look at the actual end user experience and being 00:00:54.759 --> 00:00:57.500 able to interact with ServiceStyle using Copilot 00:00:57.500 --> 00:01:00.920 inside Teams. Now, these types of connections 00:01:00.920 --> 00:01:04.140 are critical for businesses to be able to interact 00:01:04.140 --> 00:01:07.319 with non -Microsoft data sources like ServiceNow 00:01:07.319 --> 00:01:12.519 or Salesforce and do it using Copilot AI. And 00:01:12.519 --> 00:01:14.060 there's a lot of different ways that you can 00:01:14.060 --> 00:01:17.260 go about this. Microsoft has graph connectors 00:01:17.260 --> 00:01:20.680 and plugins. There's also the Azure AI Studio 00:01:20.680 --> 00:01:23.900 and other tools that Microsoft has. But Copilot 00:01:23.900 --> 00:01:28.819 Studio for M365 is probably the most simple, 00:01:29.340 --> 00:01:31.840 and also cost effective because it comes with 00:01:31.840 --> 00:01:36.579 the Copilot for M365 license. Now if you haven't 00:01:36.579 --> 00:01:38.840 checked out my first video on Copilot Studio 00:01:38.840 --> 00:01:41.420 take a look at that because that is the introduction 00:01:41.420 --> 00:01:44.920 to Copilot Studio and I also wanted to give a 00:01:44.920 --> 00:01:47.340 special shout out to Danny Diaz of Microsoft 00:01:47.340 --> 00:01:51.420 for providing the documentation that I used to 00:01:51.420 --> 00:01:54.400 create this environment. Now let's look at the 00:01:54.400 --> 00:01:58.310 step -by -step configuration and welcome to collaboration 00:01:58.310 --> 00:02:09.849 simplified so first we're going to do some admin 00:02:09.849 --> 00:02:13.729 configuration and i wanted you to first look 00:02:13.729 --> 00:02:16.430 at some documentation we have on copilot studio 00:02:16.430 --> 00:02:20.909 and here in the documentation it tells us that 00:02:20.909 --> 00:02:24.750 number one in the microsoft 365 admin center 00:02:24.750 --> 00:02:27.669 there's some steps we need to take which i'll 00:02:27.669 --> 00:02:31.469 show you and then number two there's some additional 00:02:31.469 --> 00:02:35.069 steps to take in the power platforms admin center 00:02:35.069 --> 00:02:38.490 which i'll show you as well so it's really well 00:02:38.490 --> 00:02:42.349 documented now let's go to the microsoft 365 00:02:42.349 --> 00:02:46.110 admin center and here when we scroll down and 00:02:46.110 --> 00:02:48.969 go to settings we have to click on integrated 00:02:48.969 --> 00:02:53.569 apps and if we click on available apps we can 00:02:53.569 --> 00:02:57.419 search for copilot studio so let me just type 00:02:57.419 --> 00:03:01.699 in studio here and there is the application so 00:03:01.699 --> 00:03:05.080 we click on it and on the right hand side notice 00:03:05.080 --> 00:03:08.159 that the deployment status shows that as not 00:03:08.159 --> 00:03:12.039 deployed so what we want to do is deploy this 00:03:12.039 --> 00:03:15.620 application so we click on deploy app and from 00:03:15.620 --> 00:03:19.020 here there's a wizard that walks us through where 00:03:19.020 --> 00:03:23.110 the first step we just click next What users 00:03:23.110 --> 00:03:26.090 do you want to deploy this to? Just me or the 00:03:26.090 --> 00:03:28.069 entire organization, which is what I'm going 00:03:28.069 --> 00:03:31.250 to select. And then if everything looks good 00:03:31.250 --> 00:03:34.009 in terms of permissions, then you click next. 00:03:35.930 --> 00:03:40.550 And then finish deployment. So this is key so 00:03:40.550 --> 00:03:43.770 that whoever you want in your organization, in 00:03:43.770 --> 00:03:47.129 my case, everyone has access to Copilot Studio. 00:03:48.750 --> 00:03:52.860 Now next. we're going to look at the power platforms 00:03:52.860 --> 00:03:57.139 admin center so from the microsoft 365 admin 00:03:57.139 --> 00:03:59.939 center you can click on all admins and then click 00:03:59.939 --> 00:04:03.639 on power apps that then cross launches the power 00:04:03.639 --> 00:04:08.240 platforms admin center and now we can click on 00:04:08.240 --> 00:04:13.879 environments and here this environment we need 00:04:13.879 --> 00:04:17.720 to be able to enable managed environments and 00:04:17.720 --> 00:04:20.740 essentially on the top right hand side add the 00:04:20.740 --> 00:04:24.800 dataverse because without this dataverse you're 00:04:24.800 --> 00:04:27.500 not going to have the settings that you then 00:04:27.500 --> 00:04:30.720 need for the next step so this was missing for 00:04:30.720 --> 00:04:34.339 me and once i figured it out figured it out then 00:04:34.339 --> 00:04:38.639 it was simply to add the dataverse which is simple 00:04:38.639 --> 00:04:42.000 to do you click on add now this does take a little 00:04:42.000 --> 00:04:44.139 bit of time the state is preparing and it took 00:04:44.430 --> 00:04:47.350 maybe three minutes so now when i came back to 00:04:47.350 --> 00:04:50.149 it when i select those three dots i can click 00:04:50.149 --> 00:04:53.029 on settings and this is what the documentation 00:04:53.029 --> 00:04:55.829 was saying that you have to click on settings 00:04:55.829 --> 00:05:00.269 go to product and then go to features and in 00:05:00.269 --> 00:05:03.470 here if you scroll down a little bit there's 00:05:03.470 --> 00:05:06.730 a co -pilot for microsoft 365 in the center of 00:05:06.730 --> 00:05:10.550 the page there now for me this was actually toggled 00:05:10.550 --> 00:05:14.459 as on but still Copilot Studio wasn't working. 00:05:14.600 --> 00:05:17.220 So what I had to do was toggle it off and then 00:05:17.220 --> 00:05:20.800 back to on, give it a few minutes, and then Copilot 00:05:20.800 --> 00:05:25.019 Studio gave me the Microsoft 365 options. You 00:05:25.019 --> 00:05:27.680 can see there's a ton of different options here, 00:05:27.819 --> 00:05:32.360 but really nothing else needs to be tweaked. 00:05:32.439 --> 00:05:34.740 But if you're interested, just read the documentation 00:05:34.740 --> 00:05:38.540 and see if you need to address those. Now, number 00:05:38.540 --> 00:05:44.480 two, this is my... ServiceNow instance and using 00:05:44.480 --> 00:05:47.759 the ServiceNow incidents, I have a couple of 00:05:47.759 --> 00:05:53.019 pages of incidents. But I want to show you, look 00:05:53.019 --> 00:06:03.100 who we have as a special guest. Yeah, so Cristiano 00:06:03.100 --> 00:06:07.220 just recently launched his YouTube videos. channel 00:06:07.220 --> 00:06:10.500 and his hard drive is crashed and he needs a 00:06:10.500 --> 00:06:13.339 replacement asap so he opened up a service now 00:06:13.339 --> 00:06:16.259 ticket and we're going to definitely take care 00:06:16.259 --> 00:06:19.660 of that for him but it's awesome to have the 00:06:19.660 --> 00:06:22.180 world famous soccer player here now here we're 00:06:22.180 --> 00:06:24.740 going to look at the copilot studio configuration 00:06:24.740 --> 00:06:29.839 so when we go to copilot studio you can click 00:06:29.839 --> 00:06:33.579 past the wizard and then if you click on the 00:06:33.579 --> 00:06:36.759 plus create sign we're going to move over to 00:06:36.759 --> 00:06:40.759 new microsoft copilot action and here you get 00:06:40.759 --> 00:06:44.439 four different choices and by the way we have 00:06:44.439 --> 00:06:47.100 really good documentation that goes into additional 00:06:47.100 --> 00:06:50.560 detail of what these choices are where they're 00:06:50.560 --> 00:06:54.759 available inside copilot for sales or the authentication 00:06:54.759 --> 00:06:58.740 methods enhanced features so make sure you take 00:06:58.740 --> 00:07:00.660 a look at the documentation if you're curious 00:07:00.660 --> 00:07:03.019 about the details for these but we're basically 00:07:03.019 --> 00:07:06.779 going to click on connector And we're going to 00:07:06.779 --> 00:07:11.980 search for the ServiceNow connector. We select 00:07:11.980 --> 00:07:15.720 it. And really important here is the description 00:07:15.720 --> 00:07:19.980 because Copilot actually uses a description to 00:07:19.980 --> 00:07:24.139 determine when to use this connector. And so 00:07:24.139 --> 00:07:26.100 in addition to the description, I'm going to 00:07:26.100 --> 00:07:28.980 put in, it helps look up ticket info, get current 00:07:28.980 --> 00:07:32.240 status. You can be more verbose with your description, 00:07:32.379 --> 00:07:35.360 but this is actually quite important. for the 00:07:35.360 --> 00:07:37.519 solution we're not going to put anything it's 00:07:37.519 --> 00:07:39.459 going to create one for us and we're going to 00:07:39.459 --> 00:07:43.500 click next now here you can see that there are 00:07:43.500 --> 00:07:48.160 13 available actions these actions delete records 00:07:48.160 --> 00:07:52.500 update records list records so they do a variety 00:07:52.500 --> 00:07:55.319 of different things so when we click on one of 00:07:55.319 --> 00:07:58.620 them the list records again there's a description 00:07:58.620 --> 00:08:01.600 that's already pre -filled so when we click next 00:08:02.360 --> 00:08:06.319 There's only one item, a description below for 00:08:06.319 --> 00:08:09.240 the output name and the output description, which 00:08:09.240 --> 00:08:11.459 I'm just going to simply repeat the name and 00:08:11.459 --> 00:08:13.860 just put in output. And I'll be doing this all 00:08:13.860 --> 00:08:19.980 throughout all these different actions. So basically 00:08:19.980 --> 00:08:23.480 what you need to do is go through each of them 00:08:23.480 --> 00:08:29.819 one by one and select them, click next. and anywhere 00:08:29.819 --> 00:08:32.519 that there is a field missing in this case nothing 00:08:32.519 --> 00:08:37.840 was missing then it'll finish and basically set 00:08:37.840 --> 00:08:41.720 that set that one up for you now in this in this 00:08:41.720 --> 00:08:44.580 one that we're looking at looks like everything 00:08:44.580 --> 00:08:47.139 is good too so all you have to do is click next 00:08:47.139 --> 00:08:51.200 and so on and so forth so this is gonna be repetitive 00:08:51.200 --> 00:08:56.190 so if you want watch me kind of go through each 00:08:56.190 --> 00:08:59.149 of these all 13 of them but if you also want 00:08:59.149 --> 00:09:02.429 skip over maybe about five minutes to around 00:09:02.429 --> 00:09:06.509 the 14 minute mark and then we'll continue the 00:09:06.509 --> 00:13:54.769 setup at that point okay welcome back now we're 00:13:54.769 --> 00:13:57.429 going to set up these connectors and finish the 00:13:57.429 --> 00:14:00.690 rest of everything that we've done we've basically 00:14:00.690 --> 00:14:02.909 filled out all the different actions once you're 00:14:02.909 --> 00:14:05.529 done with all that then go ahead and click next 00:14:05.529 --> 00:14:09.509 and now you can review test and publish so if 00:14:09.509 --> 00:14:13.470 you click on plus new connection you can establish 00:14:13.470 --> 00:14:17.549 a connection from copilot to service now so we're 00:14:17.549 --> 00:14:19.950 going to leave the basic authentication here 00:14:20.440 --> 00:14:22.720 and we're going to put in the username and password 00:14:22.720 --> 00:14:26.259 to be able to let us in to our service now instance 00:14:26.259 --> 00:14:28.799 in my case i'm going to use the admin credentials 00:14:28.799 --> 00:14:33.480 and put in the url for my service now and that's 00:14:33.480 --> 00:14:36.000 basically all i need so when i click on create 00:14:36.000 --> 00:14:40.840 it goes out it authenticates and i can go ahead 00:14:40.840 --> 00:14:44.759 and actually do a test action first i gotta click 00:14:44.759 --> 00:14:48.419 on service now as a selected connection and then 00:14:48.419 --> 00:14:51.960 do a test action Looks like everything is good 00:14:51.960 --> 00:14:55.100 to go, which is great. Now, all we got to do 00:14:55.100 --> 00:14:58.299 is if you scroll down, you can see the additional 00:14:58.299 --> 00:15:00.799 details, all the actions that we filled out. 00:15:00.899 --> 00:15:05.159 Click next and the connector is being published. 00:15:06.519 --> 00:15:10.899 Now, if we go back to our Copilot Studio details 00:15:10.899 --> 00:15:15.039 page, you'll see that basically everything we 00:15:15.039 --> 00:15:18.100 did under operations, all those different actions 00:15:18.100 --> 00:15:22.480 are listed here. So that's good. And even if 00:15:22.480 --> 00:15:26.340 you went to the home page of Copilot Studio and 00:15:26.340 --> 00:15:29.179 you click on Copilot, you'll see Copilot for 00:15:29.179 --> 00:15:33.460 Microsoft 365. And this custom connector that 00:15:33.460 --> 00:15:36.360 we built is showing up on this list. It's at 00:15:36.360 --> 00:15:40.039 the bottom here. But if I click on custom connector, 00:15:40.360 --> 00:15:43.940 then we can isolate it and look for what we just 00:15:43.940 --> 00:15:50.509 created together. So that's good. now let's finally 00:15:50.509 --> 00:15:53.710 move into the end user experience so here we're 00:15:53.710 --> 00:15:58.509 using copilot for m365 inside teams and on the 00:15:58.509 --> 00:16:01.850 bottom right when we click on those four squares 00:16:01.850 --> 00:16:04.009 you can see there's a variety of different connectors 00:16:04.009 --> 00:16:07.330 but none of them are turned on and the one that 00:16:07.330 --> 00:16:12.789 i have serviced out by ss is also off so here 00:16:12.789 --> 00:16:16.440 if we ask a question like can you assist me with 00:16:16.440 --> 00:16:20.200 service now tickets that are open because there 00:16:20.200 --> 00:16:23.220 is no connector enabled copilot comes back and 00:16:23.220 --> 00:16:26.179 says that i can't assist you with this request 00:16:26.179 --> 00:16:31.000 now if we click on those four squares and we 00:16:31.000 --> 00:16:34.399 turn on this connector you can see that now it's 00:16:34.399 --> 00:16:37.200 turned on and we'll ask it the same question 00:16:37.200 --> 00:16:40.879 again can you assist me with service now tickets 00:16:40.879 --> 00:16:47.000 that are open and Voila. This time it comes back 00:16:47.000 --> 00:16:51.200 and it actually gives me some information from 00:16:51.200 --> 00:16:54.659 that ServiceNow instance that we connected this 00:16:54.659 --> 00:16:57.279 connector to. So here's a bunch of cases that 00:16:57.279 --> 00:16:59.500 it took. Obviously, again, with Copilot, the 00:16:59.500 --> 00:17:01.600 more specific you are with your prompt, the better 00:17:01.600 --> 00:17:05.000 response you're going to get. So that's the connector. 00:17:05.279 --> 00:17:09.059 It's working inside Teams. Let's do some additional 00:17:09.059 --> 00:17:13.160 prompting. Can you list the last 10 incidents 00:17:13.900 --> 00:17:18.220 service now and again the connector is going 00:17:18.220 --> 00:17:22.160 to go back and look up the last ten incidents 00:17:22.160 --> 00:17:27.380 and here they are all ten of them including descriptions 00:17:27.380 --> 00:17:32.920 of what each of these incidents is about now 00:17:32.920 --> 00:17:35.980 if you notice on the bottom there's a variety 00:17:35.980 --> 00:17:39.880 of different prompts that you can select and 00:17:39.880 --> 00:17:42.539 we'll do that in just one minute here I'm going 00:17:42.539 --> 00:17:46.000 to ask can you put these incidents in a table 00:17:46.000 --> 00:17:50.559 and include the date and the severity along with 00:17:50.559 --> 00:17:55.640 the description so i like to get copilot to put 00:17:55.640 --> 00:17:58.180 things in a table format it just looks a little 00:17:58.180 --> 00:18:01.980 bit more easy to read and so basically it's just 00:18:01.980 --> 00:18:05.279 taking that data adding severities and putting 00:18:05.279 --> 00:18:10.980 it into a table format for me and notice christiano's 00:18:11.759 --> 00:18:14.140 cases here as well we got to make sure we take 00:18:14.140 --> 00:18:21.000 care of that now these prompts are excellent 00:18:21.000 --> 00:18:22.880 right so i'm going to select one of them can 00:18:22.880 --> 00:18:26.539 you sort the incidents by severity and basically 00:18:26.539 --> 00:18:30.079 copilot goes back and sorts them by severity 00:18:30.079 --> 00:18:33.940 this by the way is the power of copilot ai it's 00:18:33.940 --> 00:18:37.180 not just about getting information that you can 00:18:37.180 --> 00:18:40.099 just get from service now but actions that it 00:18:40.099 --> 00:18:43.720 can take on behalf of you to bring additional 00:18:43.720 --> 00:18:46.420 value so here we're going to select another one 00:18:46.420 --> 00:18:49.180 can you provide the names of the people who open 00:18:49.180 --> 00:18:52.400 these incidents and this information again is 00:18:52.400 --> 00:18:54.960 in service now but it's easier for me just to 00:18:54.960 --> 00:18:59.380 ask it and again these kind of pre -populated 00:18:59.380 --> 00:19:02.680 prompts are really nice let's select another 00:19:02.680 --> 00:19:07.059 one here can you provide a summary of the most 00:19:07.059 --> 00:19:10.460 common issues from these incidents again the 00:19:10.460 --> 00:19:13.880 value of ai right parsing through all the information 00:19:13.880 --> 00:19:16.900 there and saying look password issues hardware 00:19:16.900 --> 00:19:20.940 failures some specifics here high cpu load are 00:19:20.940 --> 00:19:23.059 the most common issues saves me a ton of time 00:19:23.059 --> 00:19:25.319 instead of going over 40 cases and trying to 00:19:25.319 --> 00:19:28.299 do this myself can it categorize these incidents 00:19:28.299 --> 00:19:32.359 by department or team and let's see what it comes 00:19:32.359 --> 00:19:36.279 back with So it's basically telling me which 00:19:36.279 --> 00:19:39.799 incident of the 10 relates to what group, the 00:19:39.799 --> 00:19:42.680 support team, the IT support team, software development, 00:19:42.779 --> 00:19:48.039 and so on. Now here's an interesting one. Can 00:19:48.039 --> 00:19:51.259 you generate a report summarizing these incidents 00:19:51.259 --> 00:19:54.740 for a presentation? This is awesome, right? You 00:19:54.740 --> 00:19:59.319 can take this report with the overview, the incident 00:19:59.319 --> 00:20:03.660 summary, with those different those 10 different 00:20:03.660 --> 00:20:06.660 cases that we looked at and the severities as 00:20:06.660 --> 00:20:10.680 well as common issues and the conclusion and 00:20:10.680 --> 00:20:12.519 this is something that you can roll up to your 00:20:12.519 --> 00:20:15.440 management team if you enjoyed this video give 00:20:15.440 --> 00:20:18.539 it a thumbs up and consider subscribing i'm going 00:20:18.539 --> 00:20:21.180 to be doing a deep dive session with danny diaz 00:20:21.180 --> 00:20:24.180 to look at the connector in more detail make 00:20:24.180 --> 00:20:27.059 sure you check out my linkedin page for the scheduling 00:20:27.059 --> 00:20:29.819 of this upcoming session thank you very much 00:20:29.819 --> 00:20:32.559 for watching And I'll catch you on the next one.