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.

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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