Microsoft Teams and ServiceNow extend partnership to embed workflow

ServiceNow has announced the expansion of its partnership with Microsoft Teams to embed new workflows and increase employee productivity

The expansion of Teams and ServiceNow aims to improve remote collaboration.

It was announced at the recent Microsoft Ignite conference that the promise of integrating the new ServiceNow workflow into Microsoft Teams will lead to better self-service and faster case resolution.

With the support of ServiceNow’s Now platform, the new features also hope to improve cross-company collaboration and bring greater capabilities to complete tasks in the team.

The features announced by Microsoft Ignite are now available to some customers as part of the Beta program. These features include:

• Experience of employees in the Microsoft team: Users can submit requests for tools and equipment in the team, receive updates on ongoing requests, take action on notifications, chat with virtual agents for automatic help, and contact real-time agents when they cannot provide assistance.
• Agent functions in Microsoft Teams: The agent does not need to operate in the ServiceNow IT service management, but can use the “notification” function to start the Teams client, so that it can directly interact with colleagues, provide faster updates for business stakeholders on major events, and based on events Request a direct chat with the employee. When combined with the new Teams Meeting extensibility features, ServiceNow workflow enables agents to improve their work efficiency by resolving major events directly from Microsoft Teams meetings.

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Rajesh Jha, Executive Vice President of Experiences and Devices at Microsoft, said: “People need to stay connected and organized more than ever before.” “ServiceNow is providing end-to-end team experience for the new normal.

“For example, meeting scalability makes it easier for service agents to interact with the ServiceNow platform, collaborate in group chats, channels and meetings, and respond to events.”

Chirantan Desai, Chief Product Officer of ServiceNow, said: “We are using the prospect of digital transformation to help customers solve once-in-a-lifetime challenges.

“No matter where people are, we will redouble our efforts to find innovative ways for the team to increase the participation, culture, collaboration and productivity of the work process.”

As of April 29, 2020, the daily active users of Microsoft Teams were 75 million, a 70% increase from just six weeks ago, and throughout April, Microsoft saw more than 200 million conference participants in one day. More than 4.1 billion meeting minutes were generated.