ServiceNow for Microsoft Outlook
The ServiceNow integrations with Microsoft Outlook help you create a better, more connected experience for users. Employees get seamless self-service without having to leave the Outlook client, and agents can resolve cases faster.
ServiceNow for Microsoft Outlook Overview
ServiceNow for Microsoft Outlook leverages the Outlook Actionable Messages plugin to provide the following features:
- Employees and agents receive notifications about request submissions, updates, and completion, making it easier to track, plan, and collaborate on issues.
- Managers and approvers receive summaries and detailed reports for approval requests with actionable messages to approve or reject requests.
- Employees can provide feedback about their experience using the feedback card embedded in the emails.
- Employees can take surveys about their experience using the survey card embedded in the emails.
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Warnung:
After Microsoft retired External Access Token (EAT) authentication for Outlook Actionable Messages on March 31, 2026, actionable messages that rely on EAT will stop working. To ensure uninterrupted functionality with
actionable message, you must migrate to Microsoft Entra ID token authentication and update the Outlook Actionable Messages app registration in your ServiceNow instance. Refer to Update Outlook Actionable Messages authentication to Microsoft Entra ID.
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Additional resources
- Learn more about what's new and changed, see the HR Service Delivery release notes.
- Log in to your ServiceNow® account and find additional information about implementing and deploying features at Employee Service Management.
- Access real-time courses, self-paced training, and career resources at ServiceNow University
- Find useful resources related to your role and explore best practices at the Customer Success Center.
- Connect with other Customer Service Management users at Now Community.