Using Microsoft Teams and ServiceNow to enhance end-user support

Microsoft Digital, the organization that is powering, protecting, and transforming Microsoft, is improving the support experience by partnering with ServiceNow to incorporate modern support-agent functionality into the Microsoft Digital environment by using ServiceNow Virtual Agent and Microsoft Teams. As a result, the support team, and the employees they assist have a more complete tool set, a simpler view into the support environment, and a more streamlined method for executing tasks and solving issues quickly. Microsoft Digital runs the systems that support more than 135,000 employees. Our Global Helpdesk supplies support to these employees throughout more than 120 countries and regions worldwide. Global Helpdesk receives approximately 3,000 requests for support every day, and the ability to efficiently assess what help our users need and how we can provide that help are critical to the effectiveness of Global Helpdesk and our Employee Experience organization at Microsoft.