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Generating AI-retrieved answers with the Employee Navigator for ServiceNow agent

Organizations often struggle with fragmented systems where employees must navigate multiple portals for HR, IT, and service needs. The Employee Navigator for ServiceNow agent addresses this challenge by enabling the following actions by cross-launching access to ServiceNow:

  • Profile lookups
  • IT asset management
  • Service catalog searches
Information

Scenario: Simplified employee support with the Employee Navigator for ServiceNow agent

 

At Apex Global, employees frequently encountered delays in resolving HR and IT-related requests due to the use of fragmented tools. With the Employee Navigator for ServiceNow agent, they can now perform the following essential tasks by cross-launching ServiceNow from MS Teams:

  • Instantly access employee profile details to confirm records and resolve HR cases.
  • View and manage IT assets, track incident progress, and submit new requests.
  • Search across the service catalog with prioritized, contextual responses from ServiceNow, BMC Helix ITSM, or external sources.

This streamlined access in ServiceNow leads to faster resolutions, reduced dependency on service desks, and higher satisfaction across the organization.

Benefits

With the Employee Navigator for ServiceNow agent, organizations can enhance productivity through a single, conversational interface. Key benefits include:

  • Faster and more accurate employee profile lookups.
  • Self-sufficient IT asset management and service tracking.
  • Contextual catalog search with consistent, reliable information.
  • Reduced duplication of effort across HR, IT, and Support teams.
  • Improved employee experience and quicker issue resolution.

Supported use cases

The following use cases show how you can efficiently access and manage organizational information directly within Microsoft Teams. By leveraging integrated capabilities, users with appropriate permissions can quickly retrieve employee profiles, manage assigned assets, and search for knowledge across multiple sources.

Retrieving knowledge from multiple sources

Users with appropriate permissions can search for knowledge articles across multiple sources in a defined order of priority. The retrieval order is as follows:

  1. ServiceNow: Primary source for internal knowledge articles.
  2. Helix Knowledge Base: Secondary source, used if configured.
  3. Web Search: Used when no relevant results are found in ServiceNow or BMC Helix.

Results

Click here to view the knowledge article

24-5-KA.png

The information includes a link that points to the knowledge article stored in the ServiceNow environment:

24-5-KA-1.png


Accessing self-service capabilities

Users with appropriate permissions can view and manage their assigned hardware and software assets. You can view the following information:

  • Asset details such as type, serial number, location, and status
  • Catalog items
  • Incidents
  • Service requests

Results

Click here to view the asset details

25-4-Asset.png

When you click the Display Name link, you are redirected to the asset details in the ServiceNow environment, as shown in the following screenshot:

25-4-Asset-2.png

Accessing the employee profile information

Users with appropriate permissions can retrieve details about any individual in the organization by using identifiers such as name, user ID, or email address. They can access employee profile details without needing to switch between systems. In Microsoft Teams, type the employee’s name or ID, and then you can view key details such as contact information, job role, and reporting manager. Access to profile information helps with the following details:

  • Accurate data to resolve HR or support cases faster.
  • Save time by avoiding manual searches across multiple systems.

As a response to the query, the system returns the following details:

  • Full name of the person
  • A URL to access their ServiceNow profile
  • Office location
  • Email address
  • Manager’s name
  • List of direct reportees

Access to profile information enables users to quickly view organizational details and navigate to related systems for further actions.

Results

Click here to view the details of the Demo user.

25-4-Profile info.png

When a user click Name, they are redirected to the user profile information in the ServiceNow environment, as shown in the following screenshot:

25-4-Profile info1.png

 

Related topics

Employee Navigator for ServiceNow agent

Configuring a ServiceNow instance

 

 

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BMC HelixGPT 25.4