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Microsoft Recovery Assistant

An end-user requests to resolve the issues facing with the Microsoft products. Microsoft Recovery Assistant is launched to diagnose and remediate the issues with the Microsoft products.

What you need to enable the Microsoft Recovery Assistant topic

The following 1E instructions must be added to your 1E system:

  • 1E-Explorer-ServiceNow-MicrosoftSupportRecoveryAssistant

This instruction when executed launches Microsoft Recovery Assistant wizard on the selected device. If Microsoft Recovery Assistant is not installed, then it returns the URL for installation.

How your end-users request to Microsoft Recovery Assistant

The Virtual Assistant is integrated into the ServiceNow Virtual Agent, accessible from the ServiceNow Portal. Please refer to Starting a conversation with 1E Virtual Assistant for more details on how to access the ServiceNow Virtual Agent and how to get to the Virtual Assistant topics.

Selecting the Microsoft Recovery Assistant topic using the search field

Your end-user can type any of the following keywords to find Microsoft Recovery Assistant topic:

  • Microsoft recovery assistant

  • Windows recovery

  • Recovery windows

  • Powerpoint

  • Microsoft word

  • Excel

  • Sharepoint

  • Onedrive

  • Skype for Business

  • MS office

  • Office

  • Teams.

The picture shows the end-user has typed windows recovery into the search field, and Matching Requests shows the Microsoft Recovery Assistant topic that has been found.


Selecting the Microsoft Recovery Assistant option triggers the further process. It identifies the end-user and displays a list of all the devices assigned to him/her. The virtual agent prompts the end-user to select the device on which he/she wants to perform the action.

The Microsoft Recovery Assistant actions and instructions

At this point, the Virtual Assistant will provide the URL to download the Microsoft Support and Recovery Assistant in case it's not found on the selected device.


The end-user is asked to install the Microsoft Support and Recovery Assistant setup on the device.


Once the installation is complete, the Microsoft Support and Recovery Assistant opens up to perform the further action. It asks the end-user to choose the app which is having the problem.

Upon selection of the app, it diagnoses and resolve the issue identified by the end-user.


In case the Microsoft Recovery Assistant is already installed on the end-user's device, then the Virtual Agent will launch the Microsoft Recovery Assistant on the device. It can be seen on the taskbar, and the wizard assists the end-user to follow the steps to fix the issue.

It then asks whether the issue that the end-user raised has been resolved. The end-user gets to respond with Yes or No, as shown in the picture opposite.

Rating the Virtual Assistant

After responding Yes, the end-user is then asked for a rating:Poor, Good or Excellent.


In our example, the end-user selects the Excellent option and the Virtual Assistant completes the conversation.

The rating is a default part of all the Virtual Assistant topics, this can be changed if you don't want your end-users to be prompted whenever they select an action. Please refer to Changing the behavior of a Virtual Assistant topic for more details.