In today's video, I'm going to show you how to
connect ServiceNow with Copilot for Microsoft
365 using Copilot Studio. This allows you to
stay inside Teams and use Copilot with natural
language to check on your ServiceNow tickets
and priorities in a very simple and a familiar
environment. Now when I first started putting
this video together, I wasn't quite sure how
much programming experience I needed. And it
turns out you don't need any. Microsoft has done
a great job of creating these connectors and
I'll show you all the steps to be able to configure
them. But I'll also show you steps that you need
to take to configure your Microsoft 365 Admin
Center and your Power Platforms Admin Center
to enable Copilot Studio for M365. And then we'll
look at the actual end user experience and being
able to interact with ServiceStyle using Copilot
inside Teams. Now, these types of connections
are critical for businesses to be able to interact
with non -Microsoft data sources like ServiceNow
or Salesforce and do it using Copilot AI. And
there's a lot of different ways that you can
go about this. Microsoft has graph connectors
and plugins. There's also the Azure AI Studio
and other tools that Microsoft has. But Copilot
Studio for M365 is probably the most simple,
and also cost effective because it comes with
the Copilot for M365 license. Now if you haven't
checked out my first video on Copilot Studio
take a look at that because that is the introduction
to Copilot Studio and I also wanted to give a
special shout out to Danny Diaz of Microsoft
for providing the documentation that I used to
create this environment. Now let's look at the
step -by -step configuration and welcome to collaboration
simplified so first we're going to do some admin
configuration and i wanted you to first look
at some documentation we have on copilot studio
and here in the documentation it tells us that
number one in the microsoft 365 admin center
there's some steps we need to take which i'll
show you and then number two there's some additional
steps to take in the power platforms admin center
which i'll show you as well so it's really well
documented now let's go to the microsoft 365
admin center and here when we scroll down and
go to settings we have to click on integrated
apps and if we click on available apps we can
search for copilot studio so let me just type
in studio here and there is the application so
we click on it and on the right hand side notice
that the deployment status shows that as not
deployed so what we want to do is deploy this
application so we click on deploy app and from
here there's a wizard that walks us through where
the first step we just click next What users
do you want to deploy this to? Just me or the
entire organization, which is what I'm going
to select. And then if everything looks good
in terms of permissions, then you click next.
And then finish deployment. So this is key so
that whoever you want in your organization, in
my case, everyone has access to Copilot Studio.
Now next. we're going to look at the power platforms
admin center so from the microsoft 365 admin
center you can click on all admins and then click
on power apps that then cross launches the power
platforms admin center and now we can click on
environments and here this environment we need
to be able to enable managed environments and
essentially on the top right hand side add the
dataverse because without this dataverse you're
not going to have the settings that you then
need for the next step so this was missing for
me and once i figured it out figured it out then
it was simply to add the dataverse which is simple
to do you click on add now this does take a little
bit of time the state is preparing and it took
maybe three minutes so now when i came back to
it when i select those three dots i can click
on settings and this is what the documentation
was saying that you have to click on settings
go to product and then go to features and in
here if you scroll down a little bit there's
a co -pilot for microsoft 365 in the center of
the page there now for me this was actually toggled
as on but still Copilot Studio wasn't working.
So what I had to do was toggle it off and then
back to on, give it a few minutes, and then Copilot
Studio gave me the Microsoft 365 options. You
can see there's a ton of different options here,
but really nothing else needs to be tweaked.
But if you're interested, just read the documentation
and see if you need to address those. Now, number
two, this is my... ServiceNow instance and using
the ServiceNow incidents, I have a couple of
pages of incidents. But I want to show you, look
who we have as a special guest. Yeah, so Cristiano
just recently launched his YouTube videos. channel
and his hard drive is crashed and he needs a
replacement asap so he opened up a service now
ticket and we're going to definitely take care
of that for him but it's awesome to have the
world famous soccer player here now here we're
going to look at the copilot studio configuration
so when we go to copilot studio you can click
past the wizard and then if you click on the
plus create sign we're going to move over to
new microsoft copilot action and here you get
four different choices and by the way we have
really good documentation that goes into additional
detail of what these choices are where they're
available inside copilot for sales or the authentication
methods enhanced features so make sure you take
a look at the documentation if you're curious
about the details for these but we're basically
going to click on connector And we're going to
search for the ServiceNow connector. We select
it. And really important here is the description
because Copilot actually uses a description to
determine when to use this connector. And so
in addition to the description, I'm going to
put in, it helps look up ticket info, get current
status. You can be more verbose with your description,
but this is actually quite important. for the
solution we're not going to put anything it's
going to create one for us and we're going to
click next now here you can see that there are
13 available actions these actions delete records
update records list records so they do a variety
of different things so when we click on one of
them the list records again there's a description
that's already pre -filled so when we click next
There's only one item, a description below for
the output name and the output description, which
I'm just going to simply repeat the name and
just put in output. And I'll be doing this all
throughout all these different actions. So basically
what you need to do is go through each of them
one by one and select them, click next. and anywhere
that there is a field missing in this case nothing
was missing then it'll finish and basically set
that set that one up for you now in this in this
one that we're looking at looks like everything
is good too so all you have to do is click next
and so on and so forth so this is gonna be repetitive
so if you want watch me kind of go through each
of these all 13 of them but if you also want
skip over maybe about five minutes to around
the 14 minute mark and then we'll continue the
setup at that point okay welcome back now we're
going to set up these connectors and finish the
rest of everything that we've done we've basically
filled out all the different actions once you're
done with all that then go ahead and click next
and now you can review test and publish so if
you click on plus new connection you can establish
a connection from copilot to service now so we're
going to leave the basic authentication here
and we're going to put in the username and password
to be able to let us in to our service now instance
in my case i'm going to use the admin credentials
and put in the url for my service now and that's
basically all i need so when i click on create
it goes out it authenticates and i can go ahead
and actually do a test action first i gotta click
on service now as a selected connection and then
do a test action Looks like everything is good
to go, which is great. Now, all we got to do
is if you scroll down, you can see the additional
details, all the actions that we filled out.
Click next and the connector is being published.
Now, if we go back to our Copilot Studio details
page, you'll see that basically everything we
did under operations, all those different actions
are listed here. So that's good. And even if
you went to the home page of Copilot Studio and
you click on Copilot, you'll see Copilot for
Microsoft 365. And this custom connector that
we built is showing up on this list. It's at
the bottom here. But if I click on custom connector,
then we can isolate it and look for what we just
created together. So that's good. now let's finally
move into the end user experience so here we're
using copilot for m365 inside teams and on the
bottom right when we click on those four squares
you can see there's a variety of different connectors
but none of them are turned on and the one that
i have serviced out by ss is also off so here
if we ask a question like can you assist me with
service now tickets that are open because there
is no connector enabled copilot comes back and
says that i can't assist you with this request
now if we click on those four squares and we
turn on this connector you can see that now it's
turned on and we'll ask it the same question
again can you assist me with service now tickets
that are open and Voila. This time it comes back
and it actually gives me some information from
that ServiceNow instance that we connected this
connector to. So here's a bunch of cases that
it took. Obviously, again, with Copilot, the
more specific you are with your prompt, the better
response you're going to get. So that's the connector.
It's working inside Teams. Let's do some additional
prompting. Can you list the last 10 incidents
service now and again the connector is going
to go back and look up the last ten incidents
and here they are all ten of them including descriptions
of what each of these incidents is about now
if you notice on the bottom there's a variety
of different prompts that you can select and
we'll do that in just one minute here I'm going
to ask can you put these incidents in a table
and include the date and the severity along with
the description so i like to get copilot to put
things in a table format it just looks a little
bit more easy to read and so basically it's just
taking that data adding severities and putting
it into a table format for me and notice christiano's
cases here as well we got to make sure we take
care of that now these prompts are excellent
right so i'm going to select one of them can
you sort the incidents by severity and basically
copilot goes back and sorts them by severity
this by the way is the power of copilot ai it's
not just about getting information that you can
just get from service now but actions that it
can take on behalf of you to bring additional
value so here we're going to select another one
can you provide the names of the people who open
these incidents and this information again is
in service now but it's easier for me just to
ask it and again these kind of pre -populated
prompts are really nice let's select another
one here can you provide a summary of the most
common issues from these incidents again the
value of ai right parsing through all the information
there and saying look password issues hardware
failures some specifics here high cpu load are
the most common issues saves me a ton of time
instead of going over 40 cases and trying to
do this myself can it categorize these incidents
by department or team and let's see what it comes
back with So it's basically telling me which
incident of the 10 relates to what group, the
support team, the IT support team, software development,
and so on. Now here's an interesting one. Can
you generate a report summarizing these incidents
for a presentation? This is awesome, right? You
can take this report with the overview, the incident
summary, with those different those 10 different
cases that we looked at and the severities as
well as common issues and the conclusion and
this is something that you can roll up to your
management team if you enjoyed this video give
it a thumbs up and consider subscribing i'm going
to be doing a deep dive session with danny diaz
to look at the connector in more detail make
sure you check out my linkedin page for the scheduling
of this upcoming session thank you very much
for watching And I'll catch you on the next one.