what can be the different use cases of servicenow MS teams integrations in customer point of view?

[shabbir5]

Hi team ,

I am doing Servicenow-MS teams POC in lower environment

As part of POC , can you people suggest what are the different use cases needs to validate in customer point of view

please suggest

Thank you,

Shabbir Shaik

[Dr Atul G- LNG]

Hi @shabbir5 

My thoughts

- Incident Update

- Start Major incident call

- Direct call to user on Teams

https://docs.servicenow.com/bundle/washingtondc-employee-service-management/page/product/sn-teams/co...

[Satishkumar B]

Hi @shabbir5 

here are concise use cases for ServiceNow-MS Teams integration from a customer perspective:

Incident Management
- Incident Creation and Updates: Create and update incidents directly in Teams.
- Notifications: Receive incident updates in Teams channels.
- Resolution: Resolve incidents via Teams.

Change Management
- Change Requests:Submit and track change requests in Teams.
- Approval Workflows: Approve or reject changes within Teams.
- Notifications: Get change status updates in Teams.

Service Catalog
- Catalog Requests: Request services/products from the catalog through Teams.
- Approvals:Handle catalog request approvals in Teams.

Virtual Agent
- Chatbot Support: Use a virtual agent in Teams for instant support and FAQs.
- Task Automation: Automate routine tasks and queries via the chatbot.

Collaboration
- Task Updates:Post updates on tasks or projects in relevant Teams channels.
- Knowledge Sharing: Share ServiceNow knowledge articles in Teams.

These use cases can enhance efficiency and improve user experience by leveraging Teams for streamlined ServiceNow interactions.

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[Subhash Kaushal]

Hi @shabbir5 

Few use cases I have come accross.

1. Post an incident/problem details from service now to MS teams channel 

2. Create online meeting in MS teams from ServiceNow

3. Retrieve a group chat history from MS teams to Service Now incident/problem

4. Start a group call from ServiceNow

These can be achieved using available spokes in integration hub.

You can connect with me on LinkedIn if you need any help with the integration.

https://www.linkedin.com/in/kaushalsubhash