How To Build a ServiceNow Copilot in Copilot Studio and Generative Actions

[@tamilselvanelancheran1579]

@Dewain, Looking great to see these outputs.. Also If possible, could you please assist on configuring actions for configuring ServiceNow to read/list/create incidents, service tasks, kbs, and how we could utilize Power automate flows for this case.

[@elvisfreshley]

Great Video! Just curious but have you tried running ServiceNow reports using Microsoft Copilot?

[@vishwanathvt7701]

Hello Dewain, Great video 👏👏. Thanks for all of your efforts. I have below questions. Q1. Do we have a step by step integration documentation for all Plugin action and Dynamic chaining? Q2. Instead of passing the email ID to the bot at the beginning, Can we automate it by integrating the azure AD or something to the bot, like whoever already signed on to the AAD it should take it from that account, if AAD not there then it should ask for the email id? Q3. I see the current plugin only configured for Incidents. If I want to get the ServiceNow Tasks, Problem, and Request ticket details I have to created different plugins right? Q4. Can I build a new copilot studio bot which can extend the existing bot and also add new ServiceNow capabilities. Lets say I already have a bot which is used in a different team. Can I integrate the existing bot capabilities in a new bot where I can add additional capabilities like ServiceNow plugin, asking weather etc?

[@Dewain27]

Q1 - This is where the docs are - learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-generative-actions Q2 - Yes, you can totally do that. Q3 - Yes, you just make more in the same pattern Q4 - That is on our roadmap... stay tuned... right now you have to copy the YAML to do it

[@vishwanathvt7701]

@@Dewain27 Thanks

[@nikhitamishra580]

@Dewain27 how would we integrate it with Azure AD exactly?

[@DavidStreit-oz9dd]

Great video! What is does the HTTP connector look like in the flow to return the user body?

[@DanielLaskewitz]

Great video, Dewain! 👏

[@Dewain27]

Glad you liked it!

[@tomstur119]

Is there an official course that covers everything? including adding Copilot chatbots with full instructions on all the options currently available .. conditions, generative AI answer setup, variables, etc?

[@Dewain27]

Yes, there is a Copilot Studio in a Day training course. Student Guide: aka.ms/csiadstudent Instructor Guide: aka.ms/csiadinstructor

[@tomstur119]

@Dewain27 thank you 😊

[@drinkintiger6244]

Love it, this is super helpful!

[@Dewain27]

Glad it was helpful!

[@nikhitamishra580]

How to integrate the power automate flow? How exactly did you search for the sys_id according to the email? What if they have multiple incidents open? how does it work then?

[@jackrowbotham05]

This is awesome! Can you build one for SAP?

[@Dewain27]

I am working on getting an environment for SAP. Located one and its in my backlog :-)

[@wahajzia3915]

Would appreciate it if you could do one from scratch, Im trying to set this up but it seems you've done some pre requisites

[@dibbers]

It looks like "Plugins" are no longer in Copilot Studio, are "Actions" what they're called now?

[@Arfontai]

yes, plugins for a custom copilot are now called actions. However these actions you add at the Copilot level still appear under a plugin tab names 'Plugin (preview)' when you try to reuse them within a topic...

[@MicrosoftAzureAI]

Hi Dewain, does this use OpenAI? I dont see anywhere the requirement to create an Azure OpenAI resource in the Azure portal and connect that resource to the Copilot Studio

[@Dewain27]

It uses our SaaS-based implementation of a RAG pattern that leverages Azure Open.AI for summarization. It doesn't require you to stand up your own instance as that is part of the SaaS product we offer.

[@mihask5681]

Do I just have to sign up for Service now or do I have to build an app and create a ticket.nr afterwards or is there already some dummy data in there? Thanks for your help in advance

[@Dewain27]

Just sign up for a developer account and sample data is there

[@islamshaban216]

Really nice 👍 ❤

[@Dewain27]

Thanks 🤗

[@tommycnbj]

Very helpful

[@shaibankazia6079]

Hi Dewain really like your videos. Can you do one video on transfer agent

[@Dewain27]

I will see if that is something that I can setup. What system do we want to hand off to?

[@shaibankazia6079]

@@Dewain27 I would really like to see how we can do with custom engagement hub. Dynamic 365 one can be done easily there isn't any problem custom or any 3rd party service would be amazing and it will help me a lot

[@gonzalez-ai]

Thanks! There goes my PTO.

[@Dewain27]

Tell me about it... I played with it for like 6 hours on Sunday... LOL

[@GameMasterBalaji]

Like number 50 is me.

[@Dewain27]

Glad you liked it!

[@khalidjaradat]

Why you stop publish a new videos 😢

[@georgewashington3012]

Yeah, we’ll wait. Copilot integration with other services needs to ripen on the vine a LOT. We’re miles away from a simple integration setup and “It just works”.

[@Dewain27]

We are working on some ways to make it easier... stay tuned.