Note: The Chat service offered through the ServiceNow Portal is staffed by live agents. Chat hours vary during University holidays. View upcoming holiday hours.
The ServiceNow Teams integration creates a more connected experience for end users and IT professionals, driving enterprise-wide productivity. While customers benefit from a new channel of communication with support teams, IT agents can handle inquiries with more flexibility and efficiency.
Customer Service Changes
Customer Chat Support Implementation: Service Desk, Systems Support, and Command Center agents can go to the Service Operations workspace in ServiceNow and set their status for interacting with customers. As chat requests come in, agents can accept them based on their availability status, ensuring timely and responsive customer support. In addition, agents can contact customers with questions, provide information about a ticket, or follow up after the ticket is resolved to ensure no further assistance is needed. This streamlined process allows agents to handle inquiries with flexibility and efficiency.
The ServiceNow Teams integration addresses the following interactions:
- Customer to Agent – The Customer reaches out to the agent via the WashU Service Desk Portal and the agent receives the chat in their workspace
- Agent to Customer – The agent initiates a chat via their workspace in ServiceNow and the chat is opened in Microsoft Teams for both the agent and the customer
- Agent to Agent – The agent initiates a chat via their workspace in ServiceNow and the chat is opened in Microsoft Teams for both of the agents
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ServiceNow Teams Integration Training Information
1. Training Sessions – Completed
90-minute training sessions were offered over two weeks on various days and times, allowing participants to choose a session that fit their schedule. Sessions were filled on a first-come, first-served basis through Learn@Work, and participants were offered additional time for questions.
NOTE: One of the live training sessions was recorded and is available in the Resources section of this page for participants who couldn’t attend a live session.
2. Training Materials
A variety of training resources, including presentations, live training recordings, and detailed guides, are available in the Microsoft Teams Service Desk, System Support, and Command Center subchannel for the project and the Resources section of this webpage to ensure continued learning and assistance.
3. Office Hours – Completed
Office hours with the project team were offered through November 22, 2024.
For help, review the Resources listed below or send a message to the Hypercare Teams subchannel created for the project.
Resources
Read the ServiceNow Teams Integration Guide for WashU IT Service Desk, Systems Support, & Command Center
This step-by-step guide for the WashU IT Service Desk, Systems Support, & Command Center explains how to use the new chat functionality in ServiceNow.
Watch the Teams Training for WashU IT Service Desk, Systems Support, & Command Center
This class features a video recording of a virtual training session offered before Go-Live.
FAQ
This change has affected how customers contact IT for support, how our IT agents contact each other and customers.
This implementation went live in November 2024.
Virtual training is complete. Training sessions were offered over two weeks on various days and times so participants could choose a session to fit their schedules. If you were unable to attend, watch the recorded session linked here and in the Resources section of this page.
Send a message to the Hypercare Teams subchannel created for the project.
Training is required for all Service Desk, Systems Support, Command Center, and ITIL Fulfiller individuals.
Contact Us
For questions and concerns, contact Jessica Haas, the Project Manager leading this initiative.