ServiceNow expanded its partnership with Microsoft to enhance integration with Teams and improve the employee experience.
At Microsoft Ignite 2020, ServiceNow introduced a new workflow embedded in the Microsoft team to improve employee productivity through self-service and improved case solutions.
Supported by the Now platform, ServiceNow’s digital workflow platform, new features can also increase agent productivity by enabling agents to collaborate more effectively and complete key tasks in Microsoft Teams.
Teams is by far Microsoft’s fastest growing business application. This is correct in 2018. From now until April 29, Microsoft Teams has 75 million daily active users, a 70% increase from six weeks ago.
According to the company, in April, more than 200 million people attended Microsoft meetings in one day, generating more than 4.1 billion minutes of meeting minutes.
The new features announced today include employee experience and seat functions.
The experience of employees in the Microsoft team enables the company to provide employees with support for any tools and equipment they choose to use.
By embedding ServiceNow natively into Teams, employees can submit requests, 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.
In addition, agents can use Notify to activate Teams customers to directly interact with colleagues, push major event updates to business stakeholders, and directly chat with employees based on events or requests.
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.
As part of the Beta version plan, some customers can use these new features.
Chirantan CJ Desai, Chief Product Officer of ServiceNow, said: “We are helping our customers meet the challenges of generation after generation as they capitalize on the hope of digital transformation.
“We spare no effort to find innovative ways in the team to increase the participation, culture, collaboration and productivity of the work process, no matter where people are.”
Rajesh Jha, Executive Vice President of Experiences and Devices at ServiceNow, said: “Now more than ever, people need to stay connected and organized together.
“ServiceNow is providing an end-to-end team experience for the new normal. For example, the scalability of meetings makes it easier for service agents to interact with the ServiceNow platform, collaborate in group chats, channels and meetings, and respond to incidents. “
These updates were carried out after the release of the ServiceNow Now Platform Paris version, which has some of Microsoft’s highly demanding integrated features that can help companies accelerate their digital transformation process.
The company said that customers can use these integrations to: optimize the spending and use of hybrid cloud through Microsoft Azure’s support for ServiceNow Cloud Insights; simplify the onboarding of new employees through ServiceNow employee experience and Microsoft Azure Active Directory; and through ServiceNow software asset management And Microsoft Azure Active Directory to better control and view organization assets.
In addition, the Microsoft Teams ServiceNow Virtual Agent Lite plug-in, which has also been released in Paris, provides a limited version of the Virtual Agent for IT service management standard customers.
It initiates three pre-established conversations for regular IT support requests. These keyword-based conversations run in the web chat client and virtual agent messaging integration with Microsoft Teams.
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