ServiceNow has made its workflow integration in Microsoft Teams widely available to its customers. The company announced the feature in September last year, but it was only in beta at the time.
ZDNet wrote that users using the Paris version or newer version of ServiceNow can immediately use the workflow integration in Microsoft Teams.
hint: ServiceNow launches Paris to respond faster to transformation and the Internet of Things
Improve communication between service agents and employees
ServiceNow uses this feature as a way for HR and IT teams to use its platform to solve problems directly through Teams. Users can submit requests through Microsoft Teams and receive updates about their pending requests in the same software and take corresponding actions. Service agents can also use Teams between each other to achieve better collaboration.
One of the new features is called Chat-to-Call. This allows service agents to invite employees to join Teams calls directly from the live chat. Using technologies such as video calling and screen sharing can help resolve issues quickly.
Major incident management allows multiple teams to quickly come together to solve business-level problems. These include meeting extensions, which allow agents to share important information from the Now platform directly in Teams meetings.
Beta
ServiceNow announced the integration of workflows in Microsoft Teams in September 2020. The company promises that the integration will help increase employee productivity and accelerate collaboration between employees and service agents. ServiceNow released beta solutions at the time, but these solutions are now widely available.
hint: No one knows what ServiceNow does and what you can do with it
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