Employee Navigator For ServiceNow

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.

Watch the following video (2:00) showing an overview of Employee Navigator For ServiceNow agent:

Overview of Employee Navigator For ServiceNow agent

Benefits

Unlike traditional ServiceNow interfaces, Employee Navigator For ServiceNow 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 and manage 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 Employee Navigator For ServiceNow

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
Submit ServiceNow catalog requests	Helps employees to submit ServiceNow catalog requests in Microsoft Teams by using natural language. You can submit requests step by step, validate inputs in real time to ensure accurate submissions, and get a link to track requests.	Submitting a ServiceNow catalog request in Microsoft Teams by using Employee Navigator For ServiceNow
Retrieve and manage the ServiceNow pending approvals	Helps employees to request a real-time list of pending approvals in ServiceNow from Microsoft Teams by using natural language. You can approve, reject, or add comments to approval items, all within Microsoft Teams.	Generating AI-retrieved answers with the Employee Navigator For ServiceNow agent Using the ServiceNow capabilities in Microsoft Teams through Employee Navigator For ServiceNow
View the assigned ServiceNow surveys	Enables employees to check their pending ServiceNow surveys in Microsoft Teams by using natural language. You can view the pending survey list with names, descriptions, and get direct links to complete them.
Retrieve location details from ServiceNow	Enables employees to request location information from ServiceNow in Microsoft Teams by using natural language. You can view location details, including name, city, street, country, ZIP code, latitude, and longitude, and get direct links to ServiceNow.

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