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Microsoft 365 customer questions – Service BOTs in Teams

I work in the business of dealing with customer questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where I share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers too. All questions and answers strive to respect both sides sensitivities (parts will have been redacted and/or anonymised) and the main topic is covered in each post title.


Can you help us to overcome a challenge our users face in how they currently access IT and HR related information, FAQ’s and create support tickets covering issues in both areas or departments?


For the answer it is probably best to just share the two slides I used to capture the issue and challenge (in the first) and then position a solution or set of potential solutions (in the second). Below the slides, links to main solution options.

  1. ServiceNow: For how to integrate ServiceNow into Teams, start here. Universal request shows how you can incorporate cross department ticket transfers.
  2. Moveworks: More on the solution here, demo here.
  3. FAQ+: All info here, get it on GitHub here.

The customer has not yet fully decided in which direction to go and as that happens I will bring the input in here, where permissible. In the meantime, hopefully the above helps to frame things and aids decision making.

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