Advice please, types of catalogue items to configuring to Teams Virtual agent Hornbill integration.

[Adam Toms]

Hello,

I thought I'd try and reach out to other forum members who may using Teams chat virtual agent Hornbill Service Manager integration to get some ideas.

We're testing this at the moment, and we've been able to get updates, and pull back out FAQ's.

Where we differ from some customers, as we have multiple different Incident and Request catalogue items, based on service.

I'd be keen to understand how others are using that might be in similar setup.

Failing that I think it might be an option to set up a new service in the portfolio exclusively for the use of virtual agent and have an incident and service request for virtual agent interaction tickets.

Thanks in advance

Adam

[Steve Giller]

On 10/13/2022 at 1:58 PM, Adam Toms said:

Where we differ from some customers, as we have multiple different Incident and Request catalogue items, based on service.

I think that's how most Instances are set up.
Can you describe what you're trying to achieve and I'm sure someone will be able to give some hints.