Exploring essential updates in ServiceNow Vancouver release in Customer Service Management, we delve into key features and Available Services in Service Management.
ServiceNow Customer Service Management (CSM) empowers organizations to streamline and enhance customer service experiences. In the Vancouver release, ServiceNow CSM introduces advanced features to optimize service delivery and elevate customer satisfaction.
Discover the features, , updates and optimizations to keep your service operations at their peak.
1. Human Readable URLs.
To enhance the accessibility and readability of knowledge articles in CSM
ServiceNow Vancouver updates through the implementation of Human Readable
URLs.
1.1 Identification of Knowledge Articles:
Customer Service Agents identify key knowledge articles that are
frequently accessed by customers within the CSM ServiceNow Vancouver
platform.
1.2 Creation of Human Readable URLs:
The URLs are designed to incorporate relevant keywords and phrases from
the content of the knowledge articles, ensuring clarity and conciseness.
1.3 Integration with Knowledge Management System:
The Human Readable URLs are seamlessly integrated into the existing
knowledge management system.
2. Service Definitions.
The service definitions feature in Customer Service Management facilitates
streamlined workflows for both front-office and back-office roles by
aligning case types with specific service requests.
2.1. Automated Case Type Selection:
Service definitions automate the process of selecting the appropriate case
type, empowering agents to initiate workflows seamlessly.
2.2 Tailored Service Discovery:
By displaying relevant services based on the customer’s owned products,
service definitions enable customers to easily discover.
3. Install Base Management.
Install Base Management enables the tracking of product usage and purchases
within a customer’s ecosystem. This feature provides insights into product
installation details and status across various customer locations.
3.1 Enhanced Product Visibility:
Install Base Management facilitates the tracking of product installations,
enabling businesses to answer critical questions regarding product
whereabouts and current status.
3.2 Hierarchical Product Understanding:
This feature offers a comprehensive view of product setups. It helps
businesses understand the interconnections between various product
components, streamlining troubleshooting and support efforts.
4. Omnichannel Callback.
The Omnichannel Callback app integrates with ServiceNow® apps, offering
users callback options for improved user experience. Instead of waiting in
queues, agents can initiate callbacks when wait times are long or no agents
are available.
4.1 Flexible Integration:
Callbacks can be invoked across supported conversational integration
channels, enabling seamless integration with various communication
platforms. This flexibility ensures accessibility and convenience for both
agents and users.
5. Email Experience.
Email Experience enhances agent productivity in customer service centres by
providing advanced email handling features. Agents can compose emails
seamlessly within the workspace, improving response times and issue
resolution.
5.1 Efficient Email Composition:
Agents can compose emails directly from the case activity stream or case
details page, streamlining the communication process and saving valuable
time.
5.2 Enhanced Capabilities:
Email Experience offers additional features like email template selection
and attachment forwarding, empowering agents to resolve issues faster and
spend more time engaging with customers.
6 ServiceNow Voice: Agent and queue transfer.
ServiceNow Voice, powered by Amazon Connect Quick Connect, enhances agent
productivity with new capabilities: agent-to-agent and agent-to-queue
transfer.
6.1 Improved Workflow:
Enables seamless transfer of calls between agents and queues, enhancing
operational efficiency.
6.2 Enhanced Customer Experience:
Facilitates prompt resolution of complex issues and urgent requests,
meeting customer expectations effectively.
7. Configurable Portal Widgets.
Configurable portal widgets offer effortless customization of a portal’s
behavior, content, and layout by adjusting instance options, saving time and
effort.
7.1 Unified Library:
Access a versatile library of reusable and configurable widgets for
tailored portal experiences.
7.2 Time-saving Configuration:
Update data, behavior, and presentation with low-code adjustments or
instance options, ensuring flexibility and efficiency in customization.
8. Workspace Dashboards.
Workspace Dashboards enhance the CSM Configurable Workspace by integrating
data visualization and analytics features. Agents can create and customize
their own dashboards effortlessly, choosing from a range of visualization
options and sharing them with specific users, groups, or roles.
8.1 Self-Service Dashboard Creation:
Agents can independently create and edit personalized dashboards within
the workspace, eliminating the need for admin or developer assistance.
8.2 Customization Options:
Further, Agents can add various elements like data visualization, filters,
list views, images, and text to their dashboards, selecting from a variety
of visualization types and time series options.
8.3 Flexible Sharing:
Certainly, Agents can share their dashboards with named users, groups or
roles, granting view and/or editing permissions as needed, fostering
collaboration and knowledge sharing within the team.
9. Available Services in Service Organization Management. </strong >
Service Organization Management now offers the Available Services feature,
allowing businesses to track and manage services across locations
efficiently, reducing case rework and enhancing agent efficiency.
9.1 Service Association:
Easily associate services with specific Service Organizations, directing
cases to suitable providers and minimizing downtime.
9.2 Improved Efficiency:
Agents can quickly identify relevant service organizations, streamlining
the resolution process and boosting overall efficiency.
ZeTechno focuses on ServiceNow Customer Service Management (CSM) as part of the expertise stack.
