IT Service Management for Microsoft 365
Elevating the employee and agent experiences in Microsoft 365.
Install Trend
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About
Employees get direct access to Employee Center and Virtual Agent in Microsoft Teams, Outlook and Microsoft 365. Agents can better collaborate and communicate with individuals and groups on incidents and other tickets through Microsoft Teams.
Key Features
- Employees can chat with a Virtual Agent to take action on a wide range of IT-related topics in Microsoft Teams
- Employees can access Employee Center embedded directly within Microsoft Teams, Outlook and Microsoft 365
- Employees can see previews for certain ServiceNow links while sharing over chat in Microsoft Teams
- IT service desk agents can reach out to employee requesters directly in Microsoft Teams to resolve questions about open tickets.
- Actionable notifications within Microsoft Teams enable employees to stay up to date on their tickets.
- Enable rich interactive emails for approvals and surveys in Outlook
- For calls requiring higher-touch resolution, an agent can promote a Chat to a Microsoft Teams Call, directly from Agent Workspace. Requires - Notify Connector for Microsoft Teams (Store App) and Agent Chat (Plugin).