ServiceNow, an expert in the digitalization of workflows, has just announced the availability of new features directly integrated into Microsoft Teams.The goal is to integrate the support capabilities of remote workers in Teams. Microsoft hopes to integrate these features to facilitate the diagnosis of incidents and speed up resolution time. The interaction between IT and HR departments can now solve problems directly within Microsoft Teams, thereby supporting employees more effectively.
New features include Chat-to-Call, a tool that allows you to initiate Teams calls via instant messaging, including support for video and screen sharing. In more complex situations, agents can contact employees via video. Major event management is another feature now integrated into Teams. It enables managers to quickly resolve organization-wide incidents through structured processes.
Speed up response time
Key information can be shared in the meeting, directly from the Now platform, so that everyone has a common understanding of the event under discussion, and speed up response time. Once the incident is resolved, the entire event will enter the Now platform so that in the future, others can also benefit from the interaction.
These announced new integrations support agents through a distributed workforce model, by facilitating fast and direct communication channels within the Microsoft team to meet with their employees. At the same time, when employees return to their actual workplace and need help to return to the office, agents now have the resources to prepare for the increase in events and demand.
More from Source