Hello @Royal1 ,
From an Employee perspective, capabilities included are:
- ServiceNow Virtual Agent on Microsoft Teams — Employees can access the ServiceNow virtual agent directly from Microsoft Teams. They can raise support requests, self-service with knowledge articles, or request to speak with a live agent without leaving Microsoft Teams.
- Actionable Notifications — Employees can respond to the comments on tickets, approval requests, and changes with actionable notifications within Microsoft Teams.
- Non-Actionable Notifications — Employees can receive status updates, e.g. approval updates, directly in Microsoft Teams.
- Employee Center portal on Microsoft Teams — Employees can access the complete Employee Center portal directly within Microsoft Teams. They can see pending tasks, check the status of open tickets, receive company communications, launch a Teams chat, and more, via the embedded portal.
- Universal Request on Microsoft Teams — Employees can create, track, update or even close Universal Request directly from Microsoft Teams. Empowers Agents to initiate MS Teams chat with requestor and import the same in Universal Request.
From an Agent Perspective, capabilities included are:
- Agent to Employee chat— Provides agents the ability to initiate a Microsoft Teams chat with an employee from a ticket and then to copy the chat transcript back to the ticket as a comment.
- Chat to Call — Provides service agents with the ability to initiate a meeting on an incident, task, or universal request, directly in Microsoft Teams.
- Major Incident Management (MIM) – MIM allows organizations to quickly respond to significantly disruptive events affecting the business which require cross-team collaboration and communication to broader organization.
- Meeting Extensions for Major Incident Management – Embeds portions of the Major Incident Management Workbench directly into a Microsoft Teams conference call to provide shared understanding of the Incident and upcoming communication tasks.
@Royal1 , Please mark my answer as "Accept as Solution" and "Helpfuls." If it works for you.
Thank you!
