ServiceNow Adds Workflows in Microsoft Teams

ServiceNow has expanded its partnership with Microsoft with new workflows embedded into Microsoft Teams for more seamless self-service and faster case resolution. Powered by ServiceNow's digital workflow platform, the Now Platform, the new capabilities enable agents to more effectively collaborate and complete key tasks in Microsoft Teams.

"We're helping customers solve for once-in-a-generation challenges as they capitalize on the promise of digital transformation," said Chirantan Desai, chief product officer at ServiceNow, in a statement. "We are doubling down on Teams to find innovative ways for workflows to elevate engagement, culture, collaboration, and productivity no matter where people are."

"Now more than ever, people need to stay connected and organized together from anywhere," said Rajesh Jha, executive vice president of experiences and devices at Microsoft, in a statement. "ServiceNow is delivering end-to-end Teams experiences for the new normal. For example, meeting extensibility lets service agents more easily interact with the ServiceNow platform, collaborate in group chats, channels, and conferences, and respond to incidents."

With the new integrations, users can submit requests, receive updates on in-progress requests, take action on notifications, chat with virtual agents for automated assistance, and connect with live agents when virtual agents cannot assist, all without leaving Microsoft Teams. Agents can use Notify to launch the Teams client to engage with peers directly, push major incident updates to business stakeholders, and open direct chats with employees from an incident or request. When used with the new Teams Meeting Extensibility feature, ServiceNow workflows help agents resolve major incidents directly from within Microsoft Teams meetings.