Microsoft Exchange Server meeting management pre-built topics for ITSM Virtual Agent

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Microsoft Exchange Server meeting management pre-built topics for ITSM Virtual Agent

    The Microsoft Exchange Server meeting management pre-built topics in ITSM Virtual Agent enable users to efficiently schedule, reschedule, and cancel meetings through conversational interactions. Leveraging Natural Language Understanding (NLU), the Virtual Agent identifies user intents related to meeting management and executes the corresponding actions in Microsoft Exchange Server calendars.

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    Key Features

    • Manage Meetings EXS Topic: Supports scheduling, rescheduling, and canceling meetings via conversational commands or template selections.
    • Integration Requirements: Requires the Microsoft Exchange Server spoke (snexchangespoke) and configured email addresses for meeting attendees in the User [sysuser] table to send invites properly.
    • Zoom Integration Option: Some topics can incorporate the Zoom spoke to add meeting links.
    • Scope Limitation: To avoid script logic errors, these topics must be duplicated only within the ITSM Virtual Agent Conversations scope.

    Meeting Management Workflows

    • Cancel a Meeting: Users provide the original meeting start and end times. The Virtual Agent lists matching meetings, allowing users to select one or cancel all within the timeframe. Upon confirmation, the Virtual Agent cancels the meetings, updates the calendar, and notifies attendees via email.
    • Reschedule a Meeting: Users enter the original meeting date. The Virtual Agent presents potential meetings to reschedule. After selecting a meeting and specifying the new time, the Virtual Agent updates the meeting, sends email updates to attendees, and adjusts the calendar.
    • Schedule a Meeting: Users provide attendee email addresses, meeting time, and duration. The Virtual Agent suggests available times based on invitees' calendars. After specifying the subject and description and confirming, the Virtual Agent schedules the meeting and sends invitations.

    Practical Benefits for ServiceNow Customers

    This integration streamlines meeting management by enabling users to handle meeting tasks conversationally within ITSM Virtual Agent, reducing manual calendar updates and improving scheduling efficiency. It ensures accurate attendee notifications and calendar synchronization, enhancing organizational productivity and communication.

    ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Server. Using the Manage Meetings EXS topic, you can schedule, reschedule, and cancel a meeting.

    Manage Meetings EXS

    Natural Language Understanding (NLU) is used to identify and trigger the meeting action that a user wants to perform. Users can schedule, reschedule, or cancel a meeting.

    Requirements:
    • Microsoft Exchange Server spoke (sn_exchange_spoke)
    • Email addresses for meeting attendees must be configured in the User [sys_user] table to be added to meeting invites
    • Some topics can use the Zoom spoke to add meeting links
    Note:
    If these topics are duplicated in a different scope than ITSM Virtual Agent Conversations, script logic can be affected and cause errors. This topic must be duplicated in the ITSM Virtual Agent Conversations scope.

    Manage Meetings EXS: Cancel a meeting

    Users can send a message to Virtual Agent requesting to cancel a meeting, or users can select the desired template and select Cancel Meeting.

    Basic flow:
    1. User enters the start and end date and time of the original meeting.
    2. Virtual Agent returns a list of potential meetings to cancel.
    3. User selects the desired meeting or can choose to cancel all meetings during the specified duration.
    4. Virtual Agent cancels the meetings, sends an email to all attendees, and updates the calendar.

    Manage Meetings EXS topic - Canceling a meeting.

    Manage Meetings EXS: Reschedule a meeting

    Users can send a message to Virtual Agent requesting to reschedule a meeting, or the user can select the desired template and select Reschedule Meeting.

    Basic flow:
    1. User enters the original meeting date.
    2. Virtual Agent returns a list of potential meetings to reschedule.
    3. User selects the desired meeting.
    4. User enters a new meeting time.
    5. Virtual Agent reschedules the meeting, emails the attendees, and updates the calendar.

    Virtual Agent reschedules the meeting, emails the attendees, and updates the calendar.

    Manage Meetings EXS topic - Rescheduling a meeting.

    Manage Meetings EXS: Schedule a meeting

    Users can send a message to Virtual Agent requesting to schedule a meeting, or the user can select the desired template and select Set up Meeting.

    Basic flow:
    1. User enters the email addresses for all attendees, the meeting time, and the meeting duration.
    2. Virtual Agent provides a list of available meeting times, based on the calendars of the invitees.
    3. User enters the meeting subject and description.
    4. Virtual Agent returns the meeting details.
    5. User confirms that Virtual Agent should schedule the meeting.
    6. Once the user confirms, Virtual Agent sends the email invitations and schedules the meeting.

    Manage Meetings EXS topic - Scheduling a meeting.