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December 1, 2020
Workplace from Facebook is enabling new ServiceNow integrations that will let partners connect to the social network’s enterprise communications platform. Employee campaigns created in ServiceNow can also now be distributed on Workplace from Facebook.
The new ServiceNow integrations bring improved connectivity to Workplace from Facebook. Earlier this year, ServiceNow and Workplace from Facebook first partnered to provide support for ServiceNow Virtual Agents. As part of the latest rollouts, ServiceNow released an enhanced version of the chatbot solution. The update now lets users request support and updates on service requests, and connect to live agents within Workspace.
Officials at both companies told Channel Futures that several mutual customers had requested ServiceNow integrations into Workplace from Facebook. Launched in 2016 as a SaaS offering for enterprises, Workplace from Facebook claims it has 5 million paid subscribers. Sun Life Financial, Telenor Group and Petco are among their shared customers.
ServiceNow’s Gretchen Alarcon
“We’ve got quite a few who are current Workplace from Facebook users, as well as ServiceNow users,” said ServiceNow Vice President Gretchen Alarcon. “In fact, our customers are really who drove us in this direction.”
Alarcon said ServiceNow partners’ customers were also among those requesting the integration.
“Many of them as we’ve been starting to talk about the concept had already started putting something in place,” she said. “So this should be a pretty seamless process for them.”
Workplace from Facebook Vice President Julien Codorniou said the ServiceNow integration will enhance communications for knowledge workers in offices, remote employees and those in the field.
“We see this as next-gen IT, and this is where our GSI partners can help us to bring that vision to market,” Codorniou said.
Besides enabling HR-related communications created in ServiceNow through Workspace from Facebook channels, the ServiceNow integration is available as IntegrationHub Spokes. IntegrationHub is an application available with recent versions of the Now platform. The company says this allows process automation and integrations using common outbound protocols such as APIs, JDBC, PowerShell or command line scripting languages to connect with other platforms. Partners use Integration Hub and ServiceNow’s Flow Designer tool to build actions called Spokes, which execute commands to the external solution.
Prebuilt IntegrationHub Spokes are available in the ServiceNow online store. Among others with ServiceNow integrations include various Amazon Web Services offerings, Cisco WebEx, Docusign, Google Cloud, Oracle HCM Cloud, SAP, Microsoft Teams, Slack, Twilio, Vonage, Workday and Zoom.
Also new to the ServiceNow Store is Liquidware’s Stratusphere Base Integration Kit. Stratusphere is a diagnostic tool designed to test user experience in native Windows, Linux, and virtual desktop and application environments.
The Stratusphere Base Integration Kit for ServiceNow shares telemetry from Stratusphere including CPU temperature, Wi-Fi issues and VM display protocols, among other capabilities. The ability to connect telemetry from Stratusphere with ServiceNow aims to provide faster routing of support tickets. This ultimately results in quicker resolution, said Jason Smith, Liquidware’s VP of product.
Smith said those operating ServiceNow can use Stratusphere for added telemetry.
“ServiceNow provides some basic metrics about workspaces,” Smith said. “But it’s not a specialty solution like Stratusphere UX, which provides in-depth data that you may need for your organization.”
Read more about:VARs/SIs
Jeffrey Schwartz has covered the IT industry for nearly three decades, most recently as editor-in-chief of Redmond magazine and executive editor of Redmond Channel Partner. Prior to that, he held various editing and writing roles at CommunicationsWeek, InternetWeek and VARBusiness (now CRN) magazines, among other publications.
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