Many customers have expressed interest in better understanding the positioning and use of ServiceNow EmployeeWorks versus ServiceNow Flow. Both seem to offer conversational chat experiences in slack and teams for employees - so what's the difference? The truth is, these are radically different products, built to solve different problems, and each with very unique behaviors. For ServiceNow customers, there is a place for each to exist together, which I will explain below. Let's begin with the intention of each product. EmployeeWorks is a industry leading employee front door providing a single portal or chat interface to get all the help from the business, trigger automations, get knowledge, from ServiceNow or 3rd party systems. Flow on the other hand, is a standalone service desk aimed at satellite teams for existing customers, or brand new net new customers that viewed ServiceNow platform as being too mature. If you use ServiceNow, EmployeeWorks is the only answer to a org wide front door. Flow only solves a front door for Flow.

Getting very specific, there are a number of mature enterprise capabilities for a enterprise front door that only EmployeeWorks provides, that Flow does not as it is not built to solve the bolt on enterprise wide front door use case. Flow is built to provide a engagement channel for employees to access flow information and open issues in Flow. While Flow does optionally connect to ServiceNow, it's mainly to load in knowledge and asset context for the satellite team, or to bidirectionally synch work to the ServiceNow platform as the system of record, not to be the front door.

So, if your thinking about if EmployeeWorks or ServiceNow Flow is right for you, just remember it's not either or - its both together, serving different purposes for your enterprise. The best in class enterprise front door for ServiceNow? The answer is EmployeeWorks. A lightweight, fullstack conversation service desk for a small team or a organization not yet using ServiceNow? Say hello to Flow. This is a better together story that we are in a unique position to offer.