Dynamics 365 Contact Center and Service Now embedded experience

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Posted on by HC-13030512-0

Hi,

I am seeking clarity on Dynamics 365 Contact Center embedded experience with ServiceNow.

What I understand is once you are done with channel configurations for chat and voice within D365 Contact Center platform, agent can have a unified experience using embedded experience widget within ServiceNow for both channels (Chat & Voice).

But the current documentation is not reflecting the same information. Set up the embedded experience in ServiceNow for Dynamics 365 Contact Center | Microsoft Learn

Can one please confirm, once embedded experience is configured for ServiceNow an agent can also take calls from ServiceNow platform itself as a session?

Thanks

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Dynamics 365 Customer Service

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Holly Huffman 6,520 Super User 2025 Season 2 on at

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Dynamics 365 Contact Center and Service Now embedded experience

Hi there! Good morning, evening, or afternoon - depending on where you are :) Hope you are well today!

The Dynamics 365 Contact Center embedded experience with ServiceNow allows agents to use the conversation widget within the ServiceNow platform for a unified experience. However, based on the current documentation, the embedded experience primarily supports chat functionality and does not explicitly confirm that voice calls can be handled directly within the ServiceNow platform as a session.

To clarify:

The embedded widget enables agents to manage chat interactions seamlessly within ServiceNow.

For voice channel integration, agents may still need to use the Dynamics 365 Contact Center platform directly, as the documentation does not indicate full voice session support within the ServiceNow interface.

If voice functionality within ServiceNow is critical, I recommend reaching out to your implementation partner for the latest updates or potential workarounds.

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