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Generating AI-retrieved answers with Employee Navigator For ServiceNow

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

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

Scenario: 

 

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

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

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

Benefits

With Employee Navigator For ServiceNow, 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.

Capabilities of Employee Navigator For ServiceNow

Employee Navigator For ServiceNow provides key capabilities that let you access and manage ServiceNow tasks directly within Microsoft Teams. By using natural language, you can retrieve approvals, surveys, locations, knowledge articles, and employee profiles, and manage service requests and incidents. These capabilities help you complete tasks more efficiently, reduce context switching, and enhance productivity in a familiar collaboration environment.

CapabilitiesDescriptionReference
Retrieve and manage the ServiceNow pending approvals

View the list of pending approvals in ServiceNow and take actions such as approve, reject, or add comments from Microsoft Teams by using natural language.

Using the ServiceNow capabilities in Microsoft Teams through Employee Navigator For ServiceNow
View the assigned ServiceNow surveysView the list of pending surveys in ServiceNow from Microsoft Teams by using natural language.
Retrieve location details from ServiceNowRetrieve ServiceNow location information, including name, city, street, country, ZIP, phone, latitude, or longitude in Microsoft Teams by using natural language.
Retrieve knowledge from multiple sourcesRetrieve knowledge articles from ServiceNow and other sources to your query in Microsoft Teams by using natural language.
View and manage the self-service capabilitiesView your catalogs and asset details and add comments to the service requests or incidents from Microsoft Teams by using natural language.
View the employee profile informationView employee profile information stored in ServiceNow directly from Microsoft Teams by using natural language.

Related topics

Employee Navigator For ServiceNow

Configuring a ServiceNow instance

 

 

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BMC HelixGPT 26.1