ServiceNow improves staff productivity with Teams workflows

ServiceNow improves staff productivity with Teams workflows

New capabilities enable self service actions and faster case resolution, from anywhere

Elly Yates-Roberts |

Microsoft partner ServiceNow has expanded its collaboration with Microsoft by introducing new workflows into Microsoft Teams. ServiceNow says that the capabilities, which are powered by its digital workflow platform – the Now Platform – can improve staff productivity by enabling self-service actions and faster case resolution. 

The new offerings – which were announced at Microsoft Ignite – build on the company’s partnership with Microsoft which aims to accelerate digital transformation for joint customers and enable richer employee experiences from anywhere. 

“We're helping customers solve once in a generation challenges as they capitalise on the promise of digital transformation,” said Chirantan Desai, chief product officer at ServiceNow. “We are doubling down on Teams to find innovative ways for workflows to elevate engagement, culture, collaboration, and productivity – no matter where people are.”

The new capabilities enable staff to submit requests, receive updates on in progress requests, take action on notifications, chat with virtual agents for automated assistance, and connect with live agents when virtual agents cannot assist – all within Teams. Users can also use Notify to open direct chats with employees from an incident or request, and when used with the Teams Meeting Extensibility feature, staff can resolve incidents directly from a Teams meeting. 

“Now more than ever, people need to stay connected and organised together from anywhere,” said Rajesh Jha, executive vice president of experiences and devices at Microsoft. “ServiceNow is delivering end to end Teams experiences for the new normal. For example, meeting extensibility lets service agents more easily interact with the ServiceNow platform, collaborate in group chats, channels, and conferences, and respond to incidents.”

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