ServiceNow announced that its integrated workflow with Microsoft Teams is fully available. The publisher specializing in service management explained that IT and HR employees using its platform can discuss and solve problems directly in Microsoft’s collaborative solutions.
New built-in features include the “Chat-to-Call” feature, which allows ServiceNow agents to invite employees to join Teams calls directly from the chat window. ServiceNow said that Chat-to-Call also allows for video calls and screen sharing, which allows agents to “significantly reduce resolution time by quickly diagnosing incidents.” Another feature allows agents to quickly share key information from the Now platform to group meetings on Teams.
According to experts in digitization and workflow automation, the integration of Teams meets the needs of gradually returning to the office after anti-epidemic measures. The ServiceNow announcement reads: “When employees return to the actual workplace and need help, agents now have the resources to prepare for incidents and increased demand.”
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