Exploring ServiceNow for Microsoft Teams and Microsoft 365

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • The ServiceNow® for Microsoft Teams or Microsoft 365 applications extend the integration of the application to different business units. You can enable employees to more effectively request and receive service from within Microsoft Teams by using this integration.

    ServiceNow for Microsoft Teams is available with IT Service Management, HR Service Delivery, Universal Request. It is also supported for various Agent experience platforms, like Meeting Extensions.

    ServiceNow for Microsoft 365 is available with IT Service Management and HR Service Delivery.

    Important:

    For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, see Integrating ServiceNow with Microsoft 365 applications for Employee Experience.

    ServiceNow for Microsoft Teams integrations

    ServiceNow for Microsoft Teams integration features are as follows:

    • Allows agents and employees to collaborate to resolve a ticket.
    • Enables agents to initiate a Microsoft Teams chat with an employee from a task record.
    • Enables agents to import the Microsoft Teams chat transcript back to the task record as a comment.
    • Enables employees with specific permissions to view Microsoft Teams chat from a task record.