Employee Navigator for ServiceNow agent

As an employee, you can use the Employee Navigator with the ServiceNow agent to access ServiceNow data directly through Microsoft Teams. You can access data, including catalog items, assets, incidents, service requests, and knowledge articles, and quickly navigate to the relevant records in ServiceNow.

You can view the catalog items and service data in Microsoft Teams to understand available services and details. To submit a request, select the item in Microsoft Teams; you’ll be redirected to ServiceNow, where you can complete the required action.

This approach reduces the time spent searching across platforms and ensures employees always work with up-to-date information.

Benefits

Unlike traditional ServiceNow interfaces, the Employee Navigator for ServiceNow agent provides the following advantages:

• You can interact through natural language in Microsoft Teams, eliminating the need to navigate complex forms or portals.
• Employees can engage with the agent across devices and platforms, including mobile and desktop.
• Employees can view approvals, escalations, and updates directly within Microsoft Teams, reducing context-switching and improving productivity.

Supported models

• Gemini 2.5 Flash

• Microsoft Azure GPT- 4.1

Process overview for configuring the Employee Navigator for the ServiceNow agent

1. Integrate ServiceNow in your environment.
2. Create a Microsoft Teams bot and application.
3. Publish the application in the Microsoft Azure portal.
4. Enable Microsoft Teams as a communication channel.
5. Provide consent to initiate a chat. 
6. Enable real time data retreivial.
    

Use cases

Use cases	Description	Reference
Retrieve profile information	Supports querying any employee’s profile by using identifiers such as name, user ID, or email. Returns consistent profile details, including full name, location, email address, manager name, reportees, and a cross-launch URL to ServiceNow for direct access.	Generating AI-retrieved answers with the Employee Navigator for ServiceNow agent
Access self-service capabilities	Enables employees to view active assets assigned to them, track the status and details of submitted incidents, monitor the progress and fulfillment of service requests, and browse catalog items. These capabilities are delivered through a conversational interface, streamlining service interactions and reducing reliance on traditional portals.
Retrieve knowledge from multiple sources	Retrieves knowledge in a prioritized sequence: first from ServiceNow, then from BMC Helix ITSM if configured, and finally from external web sources. Delivers contextual responses by leveraging internal and external knowledge repositories to ensure relevance and accuracy.

Related topic

AI agents in BMC HelixGPT