ServiceNow announced on February 19 that it has fully rolled out features that allow you to use ServiceNow workflows directly from Microsoft Teams. With this integrated function, ServiceNow-based HR and IT departments can directly use ServiceNow workflow in Teams to solve problems. This feature has been available since the “Paris” version of ServiceNow.
As ServiceNow evolves from a company that provides IT service management to a company that supports enterprise workflow, this integration will align with the company’s initiatives. According to Matt Schvimmer, senior vice president and general manager of ServiceNow’s IT service management business, part of this is to find “how to interact with employees in the context of daily operations.”
Schvimmer told ZDNet that although Microsoft’s product portfolio overlaps with ServiceNow’s products, “(Microsoft’s product) has a good grasp of employee collaboration.” On the other hand, what we want to master is the work unit, workflow, and it How is it managed. Our workforce and Microsoft employees. Member collaboration is a good combination. “
Newly integrated features include the “Chat-to-Call” function, which allows agents to directly invite employees to join Teams calls via real-time chat. This feature allows agents to make video calls and share screens so that agents can quickly resolve issues.
It also has access to “Manage Critical Incidents” related functions, allowing multiple teams to collaborate quickly to solve organizational problems. This feature includes conference extension. This is the ability for agents to share important information about the Now platform directly in Teams meetings.
Some of ServiceNow’s workflow integration features into Teams have been released in beta in September 2020.
Schwimmer said the company’s response to corona among remote and dispersed teams over the past year highlighted the importance of “meeting with employees where they are.” Facts have proved that the number of virtual agent deployments in 2020 has increased by 300%, and the number of employees using self-service has increased by 15 times.
This article was edited by Asahi Interactive for Japan from an article by Red Ventures overseas.
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