Looking to streamline and promote the data and workflow of your organization. This is possible by automating and combining the different applications. You can use it in all your company departments. The solution may be the incorporation of Microsoft Teams. This will help to combine with the ServiceNow platform.
Microsoft Teams is one of the newest integration endpoints you have launched. As one of the largest collaboration platforms on the market. This opens up this new layer of collaborative integration. This is for our customers was a logical next step. It integrates our large and wide range of integration resources. Then opens up our customers with a whole new world of connectivity.
We will be highlighting one of these Microsoft Teams and ServiceNow integrations today. We will look at how a modern and creative incident management framework could look like. Then how the way your customers connect with your service desk. Thus, you can transform the support teams.
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ServiceNow and Microsoft teams
Microsoft Teams, your client can now fill in a form by presenting a problem and priority. After the ticket has been submitted, an incident ticket will be automatically generated. This is with mandatory fields in your ticketing solution (e.g. ServiceNow).
Besides, to create a ticket in your ticketing system. It would also create a new team channel in which your customer can now connect. Then interact with the Support Agent to provide more information and screenshots.
Elevate your level of experience with customers
Most ticketing tools host or are only accessible through an existing VPN venue. making it difficult for your customers to open tickets on or when moving from meeting to meeting. But most businesses have Microsoft Teams registered on their corporate devices. This allows users to communicate. This is from their phones and laptops and collaboration. Applications like Microsoft Teams are now not only a basic chat solution. But also an entirely new framework for collaboration. One of the most significant single contact points. This is for your business users in these emerging ecosystems. So, with ease of use in mind, it streamlines efforts by enabling your users. This is to connect with your Service Desk and Support Teams. Besides, it is through such a collaboration platform.
You have them open a ticket through Microsoft Teams. This is instead of making your business users access their VPNs, join some internal page. Then sometimes even provide login credentials.
ServiceNow Ticketing in Microsoft teams
All comments and screenshots made on Microsoft Teams are immediately added. This is to the ticket so that they are ready by your Support Agent. In a nutshell, to open, upgrade, and close a ticket, your client can use Microsoft Teams as their front-end tool. Your Support Agent will continue to work on your ticketing solution. This is when focusing on ticket resolution.
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This will not only allow you to boost your customer service and quality of resolution. It will also represent decreased spending on licenses and training at the same time. Your business users do not need to learn a new ticketing tool now or have a license to build an incident. Besides, you can open incidents and their status through Microsoft Teams before resolution.
Capabilities with Microsoft teams
Today's revealed new capabilities include the following.
Microsoft Teams employee experiences:
Businesses want to offer workers whatever resources and devices they want to use. Employees can send requests, receive feedback on in-progress requests. You can take action on alerts, chat with virtual agents for automation help. Then communicate with live agents when virtual agents can not support. This is all without ever leaving Microsoft Teams, by embedding ServiceNow within Teams.
Agent skills in Microsoft Teams:
Agents spend much of their time in IT Service Management. But to connect with staff and interact with other agents. Thus, they want to use communication features in teams more easily. Agents can also use Notify to launch the Teams client. This is to communicate with peers, push major incident alerts to business partners. and open direct chats from an incident or request with staff. ServiceNow workflows, when used with the latest Teams Meeting Extensibility feature. Then allow agents to be more efficient by resolving major incidents. This is from within a Microsoft Teams meeting.
As part of the Beta program today, the latest features are open to select customers.
More than ever before, companies rely on communication networks. Companies like ServiceNow build tools that complement. Then improve the experience of Microsoft Teams.
Microsoft team integration
Today's updates come on the heels of the release of ServiceNow’s Now Platform. This is which features many high-demand Microsoft integrations. Then to help businesses speed up their journeys of digital transformation. These integrations can use it by customers.
Optimize hybrid cloud spending and use with Service Now Cloud. It also provides insights support from Microsoft Azure
Streamline onboarding of recruits with interactions of employees.
Gain greater control and visibility with Software Asset Management. You can use Microsoft Azure Active Directory over organizational properties.
Besides, the plugin available ServiceNow Virtual Agent Lite for Microsoft Teams. It provides a restricted version of Virtual Agent for standard customers. This is with IT Service Management. It launches for common IT support requests with three prebuilt conversations. In the webchat client and the virtual agent messaging integration. Besides, it is with Microsoft Teams, these keyword-based conversations.
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To improve SNow integration with teams and enhance the employee experience. ServiceNow has expanded its relationship with Microsoft.
ServiceNow has implemented new workflows embedded in Microsoft Teams. This is to increase employee productivity with self-service and enhanced case resolution.
New capabilities
The new capabilities are also said to enhance agent efficiency. This is by enabling them to communicate more efficiently. Then complete key tasks in Microsoft Teams, driven by the digital workflow. You can use this framework of Service Now, the Now Platform.
The new capabilities are introduced today. You can include the experience of workers and the functionality of agents.
Employee experience with Microsoft Teams helps organizations. This is to offer support to workers with any software and devices they want to use.
Employees can send requests, receive feedback on in-progress requests. You can take action on alerts, chat with virtual agents for automation help. Then communicate with live agents by natively incorporating ServiceNow into teams. This is when virtual agents can not assist.
Besides, agents can use Notify to launch the Teams client. This is to communicate with peers push major incident alerts to company members. Then open direct chats from an incident or request with employees.
Workflows with Microsoft teams
ServiceNow workflows, when used with the latest Teams Meeting Extensibility feature. This allows agents to be more efficient by directly resolving major incidents. This is from within a Microsoft Teams meeting.
As part of the Beta program today, the latest features are open to select customers.
We are doubling down on teams to find creative ways. This is to increase engagement, culture, collaboration. Then productivity in workflows, regardless of where people are." as they revealed.
End to End ServiceNow features with Microsoft teams
Service Now offers end-to-end interactions for the new standard for teams. Meeting extensibility, for example, helps service agents to communicate. This is with the ServiceNow app more quickly. Then collaborate in group chats, networks, and conferences, and respond to incidents.
These updates follow the release of the ServiceNow Now Platform. This is which features many high-demand Microsoft integrations. This is to help businesses update their journeys of digital transformation.
According to the business, with Microsoft Azure support for ServiceNow Cloud Insights, customers. This can use these integrations to maximize hybrid cloud spending and usage. Streamline recruit onboarding with Service Now employee interactions and Microsoft Azure Active. Then gain greater control and visibility of organizational assets. This is with ServiceNow Software Asset Management and Microsoft Azure.
ServiceNow Conclusion
Besides, the plugin Service Now Virtual Agent Lite for Microsoft Teams. This also launches in Paris, provides a restricted version of Virtual Agent. This is for standard customers with IT Service Management.
For popular IT support requests, it launched with three prebuilt conversations. In the webchat client and the virtual agent messaging integration. This is with Microsoft Teams, these keyword-based conversations. You can learn more about this through ServiceNow online training.