Get Smart Quickly on Microsoft Integrations with ServiceNow

[Pooja Gupta1]

The ServiceNow integration with Microsoft 365 (Teams, Outlook and the M365 app) delivers better experience AND greater efficiency.  This article links you to some of the key resources to learn all about the Microsoft integration specific to Microsoft Teams, Microsoft Outlook, and the Microsoft 365 app.

• See below for more on the basic features and functions
• See helpful articles to support the integration
• Find webinar events and on-demand recordings of prior sessions
• Link to key Community sites:  Virtual Agent, Employee Center, IT Service Management, HR Service Delivery
• What's new in the latest release - August 2023 ServiceNow for Microsoft 365 Store Release - Generally Available!

Why ServiceNow in Microsoft?

Organizations Want Better Experiences and More Efficiency

The Implications are Real:

• 9% Time lost reorienting after visiting a new application
• 20% Time lost searching for information to complete a task or workflow
• 43% Of employees miss important information because they have too many applications open

Why ServiceNow for Microsoft Teams?

Improves Efficiency by Seamlessly Weaving ServiceNow and Microsoft Experiences into Natural Workspaces

Many Benefits:  Happier Employees, Increased Efficiency, Optimal Collaboration

Employee Center in Microsoft Teams

Meet employees where they work to boost productivity of your hybrid workforce

• Provide a consistent service experience in Microsoft Teams
• Increase Self-service with full Employee Center functionality in Microsoft Teams

Employee Communications via Microsoft Teams

Engage employees with targeted and actionable employee communications

• Seamless experience within Teams
• Helps drive engagement for critical news and events

Virtual Agent (for Employees)

• Tightly integrated with Microsoft Teams 
• Seamlessly allow employees in Microsoft Teams to chat with Agents in ServiceNow
• Provides transcript to Agent for better transition
• Natural workspace for both Agent and Employee

Virtual Agent (for Agents)

• Tightly integrated with Microsoft Teams
• Enable agents in ServiceNow to reach out to Employees in Microsoft Teams
• Collect more information from employee to help resolve issue faster
• Natural workspace for Agents, in both the portal view, or as below in Service Operations Workspace

Agent to Employee Chat, Agent to Agent Chat

• Tightly integrated with Microsoft Teams
• Enable agents in ServiceNow to reach out to Employees in Microsoft Teams
• Collect more information from employee to help resolve issue faster
• Natural workspace for Agents

Major Incident Management: Notify Employees

• Enable Service Owners in ServiceNow to notify employees to outages
• Provides transparency into the problem for employees
• Reduces duplicate incidents

Teams Conference Management within ServiceNow

• With embedded experience, users will be able to Initiate and manage collaborations from the ServiceNow Platform.
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[Paul Curwen]

Nice resource. Thanks for taking the time

[Still Learning]

Hello @Pooja Gupta1 

I am integrating major incident management into MS Teams.  We were previously using Twilio to send sms texts  so our current sms text message go out with the Twilio number and code in the message where I need to modify this with the MS Teams number and code.  Can you please tell me where I would do this? Thank  you so much in advance for your help!!

[Ganesh Manasali]

Hi @Pooja Gupta1 

Thank you for this article.

I am facing an issue while initiating a teams chat from worksapce.
If short description of the record is having : (Colon), then system is throwing an error "Bad Request" as a popup.
I know we can't add : in the subject of the teams channel but do you suggest me how we can fix this issue as a solution or do we have any workaround for this?

Thanks in advance!

Ganesh

[Jeff Fox]

@Ganesh Manasali If you've not already done so, please consult support on this issue.  We should be able to address straight away.  Best, Jeff

[Yann_Dubois]

@Pooja Gupta1 and @Jeff Fox , do either of you know whether it is possible to integrate two portals (same SN instance) into Teams?  Is that currently supported with the Teams/SN integration?

I'm particularly interested in the possibility of having the two portal instances within Teams, not so much VA.

Thanks in advance,

Yann