---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# ServiceNow for Microsoft Outlook

# ServiceNow for Microsoft Outlook {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of ServiceNow for Microsoft Outlook

ServiceNow for Microsoft Outlook integrates with the Outlook client, enhancing user experience by allowing seamless self-service and enabling agents to resolve cases more efficiently.
Key functionalities include notifications for request submissions, updates, and completion, helping users track and collaborate on issues effectively.
Show full answer Show less  

## Key Features

* Notification System: Employees and agents receive alerts about requests, enhancing tracking and collaboration.
* Approval Management: Managers receive actionable messages in emails for quick approvals or rejections of requests.
* Feedback Mechanism: Employees can provide feedback and participate in surveys directly through embedded cards in emails.

## Next Steps

To ensure uninterrupted service, migrate from External Access Token (EAT) to Microsoft Entra ID token authentication for actionable messages by March 31, 2026. Review the necessary updates for Outlook Actionable Messages app registration in your ServiceNow instance.

## Troubleshooting and Support

For assistance, search the Known Error Portal or contact Customer Service and Support. Additional resources include HR Service Delivery release notes, Employee Service Management guides, training at ServiceNow University, and community connections through Now Community.  
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 {#sn-ms-outlook-integration__section_rpv_yp4_1bc}

ServiceNow for Microsoft Outlook leverages the [Outlook Actionable Messages](https://www.servicenow.com/docs/access?context=outlook-actionable-messages&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) 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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## Get started {#sn-ms-outlook-integration__section_xb5_zm4_1bc}

|-|-|-|
| [ConfigureProvide employees with seamless self-service without leaving the Outlook client.](https://servicenow-prod.fluidtopics.net/pKHnuUuZhihmw~82zInmsQ "Configure ServiceNow for Microsoft Outlook to provide employees with seamless self-service without leaving the Outlook client.") | [UseView reports, approve requests, and provide feedback from within email messages.](https://servicenow-prod.fluidtopics.net/__Itmze_93ZTRGmB0EUGsg "Use the ServiceNow integration with Microsoft Outlook to view reports, approve requests, and provide feedback from within email messages.") | [ReferenceInformation about lists and forms used to configure Outlook Actionable Messages.](https://servicenow-prod.fluidtopics.net/MDu2b5SoD2vT58ihq8sktA "Reference topics provide additional information about the lists and forms that you use to configure ServiceNow for Microsoft Outlook.") |
[ ]

{#sn-ms-outlook-integration__table_yb5_zm4_1bc} Warning:  
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](https://servicenow-prod.fluidtopics.net/vwaqgNfT2hhxf_B~KjNLMw "Microsoft will retire External Access Token (EAT) authentication for Outlook Actionable Messages on March 31, 2026. Microsoft Entra ID token authentication is required for Outlook Actionable Messages.").

## Troubleshoot and get help {#sn-ms-outlook-integration__section_dc5_zm4_1bc}

* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
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## Additional resources {#sn-ms-outlook-integration__section_zgs_c3m_3hc}

* Learn more about what's new and changed, see the [HR Service Delivery
  release notes](https://www.servicenow.com/docs/access?context=hr-service-delivery-landing&version=australia&pubname=australia-release-notes&ft:locale=en-US).
* Log in to your ServiceNow® account and find additional information about implementing and deploying features at [Employee Service Management](https://mynow.servicenow.com/now/best-practices/collections/employee-service-management-best-practices).
* Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow)
* Find useful resources related to your role and explore best practices at the [Customer Success Center](https://www.servicenow.com/success.html).
* Connect with other Customer Service Management users at [Now Community](https://www.servicenow.com/community/).
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