Introduction to ServiceNow integrations with Microsoft Outlook
Within ServiceNow integrations with Outlook we have three capabilities :
- Employee Center in Outlook:
Unlock seamless employee experiences with Employee Center fully embedded within Microsoft Outlook, enjoy the full range of Employee Center capabilities without leaving Outlook, boosting employee productivity and self-service.
- Actionable messages in Outlook
Elevate user experience with ServiceNow's Microsoft 365 integration, powered by Outlook Actionable Messages. This enables users to take action directly within email notifications, without ever leaving the Outlook application.
- Respond to the approvals within Outlook email body
- Integrate actionable Feedback within Outlook email body
- Integrate Survey form within Outlook email body
- Integrate with third-party applications like Concur
- ServiceNow Add-in for Microsoft Outlook
Boost employee efficiency and self-service with the ServiceNow Add-in for Microsoft 365 in Outlook. This powerful tool provides customizable experiences, streamlining workflows through quick links and reducing time.
Extensible framework to invoke the following:
- Any catalog form
- Any form (for insert/update operations)
- Navigate to any link
- Support for messages and appointments in read and compose mode.
- Configurable field mapping for which message/appointment fields to copy and auto-populate in form
Frequently Asked Questions
- Is this only usable with EC Pro? or can we use EC Standard?
You don’t need EC Pro for this, you can integrate using EC Std as well.
- Is it possible to send the complete snapshot of the article so, the reviewer can review the article on Outlook and Approve or Reject it?
Currently knowledge approvals are not tracked in the usual approval table, so they cannot be used for as actionable notifications.
- Is there an implementation guide available with step by step instructions to implement/Product documents is the best bet for this?.
ServiceNow for Microsoft Outlook and ServiceNow Add-in for Microsoft 365
- So for plug ins, demo data also installed. What demo data? Does some need to be deleted before promoting to prod?
Here demo data means some of OOTB approval definitions record which includes the data part that renders inside the actionable messages.
- Is this only available on the outlook web version?
It’s available on both web and Outlook web client
- Will it be available in Outlook local client side?
Yes it’s available on web client also
- Is this same functionality available in Teams?
No, it’s outlook actionable messages. Similar functionality available on teams that is Virtual Agent Actionable notifications. Configuring Virtual Agent notifications
- Would this replace current notifications you may have set up?
You are required to go to your existing notifications and update those email bodies to have the outlook actionable message script in the body. Instead of the regular html body you would now see the actionable messages in the email body.
- Would custom UI pages, widgets, etc. show the same way here as in the regular EC site?
Yes, they would be shown the same way here as in the regular EC site
- Can we use the Service Portal with this? (we haven't implemented EC yet)
Yes, for embedded portal you can use Service Portal or any other custom portal too. Embed a custom portal
- Are there any changes or edits required for User Criteria to continue to apply on the embedded version?
No.
- If Employee portal language is set up to e.g. Spanish and Outlook in English, which language will be visible in Portal within Outlook?
The translations inside outlook actionable messages would be based user preferred language in ServiceNow instance.
- Does it apply also to the Employee portal content as well or only Outlook Actionable Messages?
The translations behaviour applies to portal content as well. It is based on user’s set preferred language.
- Can we control if we do not want buttons to be shown for some emails ?
Dynamic control of buttons is not possible based on user roles, etc.
- Can we integrate "My Tasks" on EC to Teams?
You can integrate EC to teams which contains My Tasks
- For Outlook Actionable messages, is there any feasibility to add journal field also, when user Accepts it he can add information on it?
You can only add fields which appear in ServiceNow forms
- My company offers access to Outlook and other O365 on personal mobile device but we do not currently allow access to any HR functions at all due to privacy considerations. Is it possible to deploy but not have portal available on mobile access to Outlook? We use HRSD and IT modules.
Currently, there is no way to restrict one specific module in EC in outlook. I am assuming you are using a unified IT & HRSD portal.
- The Outlook actionable notifications are meant to replace or integrate with current approval notifications?
No.
- One question we are always getting from customers is they want submit the feedback on 5 star rating from the email itself instead of navigating to ESC. Can this implemented directly in Email itself?
Yes. But, you will need EC pro for this and create feedback configurations record. https://www.servicenow.com/docs/bundle/washingtondc-employee-service-management/page/product/sn-ms-o...
- Is there a list of all the OAM scripts we can use? Or a query filter to find these?
Just search with *include
- The action Outlook messages and the add forms in Outlook, are included in non-pro version?
Yes, Outlook Actionable and Outlook Add-ins are available in non-pro version.
- What about outlook calendars? Can that sync with schedules in ServiceNow? For example, end user wants to schedule a time with someone in HR.
We do have an appointment booking capability with EC Pro, but the availability of agents is managed within ServiceNow currently.
- For incident form in Outlook, can a different incident form be displayed depending on the assignment group the person is in?
We have one group that uses extra attributes that other teams do not. The add-in cannot dynamically show links based on assignment group yet.
- Would the inform email be accessible to a personal email address?
No, this would be for the email registered with ServiceNow under the users’ profile. Typically it is not a personal email, unless the organization has configured the user profile in that way.
- If We already have Microsoft 365, should I pay again for this feature?
You don’t need any additional M365 licenses for this.
- We have fully separate IT and HRSD portals, can we choose to embed a specific portal?
Yes, you can choose to embed a specific portal to only show up in Outlook and Teams, but both Teams and Outlook will have the same portal at the same time.
- Can a different incident template in ServiceNow Add-In form be displayed depending upon which user I logged in or is it everyone sees the one item no matter what?
The add-in will have a link to EC. You could have the routing logic as part of that link.
- Any plans to integrate ServiceNow chat into office 365 applications?
Do you mean ServiceNow VA or Now Assist?We have much deeper integration with MS Teams for both and also Sidebar functionality.
