I work in the business of dealing with customer questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where I share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers too. All questions and answers strive to respect both sides sensitivities (parts will have been redacted and/or anonymised) and the main topic is covered in each post title.
Question:
Can you help us to overcome a challenge our users face in how they currently access IT and HR related information, FAQ’s and create support tickets covering issues in both areas or departments?
Answer:
For the answer it is probably best to just share the two slides I used to capture the issue and challenge (in the first) and then position a solution or set of potential solutions (in the second). Below the slides, links to main solution options.
- ServiceNow: For how to integrate ServiceNow into Teams, start here. Universal request shows how you can incorporate cross department ticket transfers.
- Moveworks: More on the solution here, demo here.
- FAQ+: All info here, get it on GitHub here.
The customer has not yet fully decided in which direction to go and as that happens I will bring the input in here, where permissible. In the meantime, hopefully the above helps to frame things and aids decision making.