Employee Navigator For ServiceNow

Employee Navigator for ServiceNow helps employees complete their everyday ServiceNow tasks directly in Microsoft Teams through simple chat conversations.

With Employee Navigator For ServiceNow, employees can submit catalog requests, manage pending approvals, view assigned surveys, retrieve location details, get answers for knowledge queries, and perform self‑service and profile queries without visiting the ServiceNow environment.

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:

Overview of Employee Navigator For ServiceNow agent

Employee Navigator For ServiceNow capabilities

Employee Navigator For ServiceNow provides the following capabilities:

• Submit ServiceNow catalog requests
• Retrieve and manage the ServiceNow pending approvals
• View the assigned ServiceNow surveys
• Retrieve location details from ServiceNow
• Retrieve knowledge from multiple sources
• View and manage the self-service capabilities
• View the employee profile information

To learn more about configuring Employee Navigator For ServiceNow, see Process to set up Employee Navigator For ServiceNow.

Scenarios

The following scenarios illustrate how Employee Navigator For ServiceNow can be used:

Requesting a laptop in Microsoft Teams by using Employee Navigator For ServiceNow

At Apex Global, Britney needs to request a laptop for a team member. Instead of navigating to the ServiceNow environment, she opens Microsoft Teams and starts a chat with Employee Navigator For ServiceNow. She types, catalog request for laptop. The agent responds with questions based on the catalog item and company rules. When Britney enters an incorrect delivery date, the agent prompts her to re-enter the correct one. After completing all required steps, Britney receives a confirmation and a link to track the request in ServiceNow, all without leaving Teams.

Simplified employee support with Employee Navigator For ServiceNow

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.

Agent type, skills, and models

The Employee Navigator For ServiceNow supports the following agent types, skills, prompts, and supported models.

Agent type

• Supervisor: Monitors agent performance and conversation quality. It provides insights, suggests improvements, and ensures compliance with service standards.

Out-of-the-box skills

• Employee Navigator For ServiceNow
  For more information, see Out-of-the-box skills in Employee Navigator For ServiceNow.

Out-of-the-box prompt

• No

Supported models

Process overview

The following flow chart explains the tasks required to configure Employee Navigator For ServiceNow:

Process to set up Employee Navigator For ServiceNow

For more information about set up Employee Navigator For ServiceNow, see Integrating ServiceNow in your environment.

Employee Navigator For ServiceNow use cases

The following table describes the tasks that you can perform by using Employee Navigator For ServiceNow:

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.
Retrieve knowledge from multiple sources	Enables employees to get knowledge answers in Microsoft Teams by using natural language. The agent retrieves information in order of priority from ServiceNow, then from BMC Helix ITSM when available, and then from trusted external sources to provide accurate and relevant responses.
View and manage the self-service capabilities	Enables employees to view their assigned assets, check the status of incidents, track service request progress, and browse catalog items in Microsoft Teams by using natural language. These actions help employees handle common service tasks without opening the ServiceNow environment.
View the employee profile information	Enables employees to retrieve their profile information in Microsoft Teams by using natural language. You can get details such as full name, location, email address, manager, reportees, and a direct link to open the profile in ServiceNow.