Thursday 4:00 PM - 5:10 PM · Room 447-448

Copilot Studio in Action: Elevate ServiceNow with AI Agents

Lindsay Shelton

Digital Workplace Advisor | MVP, MCT | she, her

Why navigate to 10 different pages to get what you need when you can use just one ServiceNow agent? Join Lindsay in this session to learn how to build a ServiceNow-oriented Copilot Studio agent. We will start simple - asking questions that Copilot Studio then uses generative AI to crawl ServiceNow KBs and deliver you an answer to, with fallback answer sources able to be configured in Bing custom search.

But that's not enough fun, is it? We'll get into how to then help your user create an incident if they don't find the answer they are looking for, look up the status of their incidents and requests, and even escalate to your Help Desk team, all with the power of Copilot Studio and do-able with a free ServiceNow developer account to get you started.

By the end of this session, you will know the basics of Copilot Studio, using ServiceNow APIs to fetch information both with OOB connectors and custom HTTP calls, and ideas to build your very own tier one Help Desk agent.