ServiceNow Orlando Release Overview Todays Presenters Sean Caron - - PowerPoint PPT Presentation

ServiceNow Orlando Release Overview

Sean Caron

Principal Solution Architect

Today’s Presenters

Chais McRae

Solution Architect

Agenda

1

Orlando and COVID-19

2

Platform UX & UI Builder

3

Agent Workspace

6

Agile Development 2.0

7

Customer Service Management

8

Mobile Branding

4

Advanced Work Assignment

9

Software Asset Management

5

Agent Chat

10

Virtual Agent Topic Blocks

Hundreds of New Capabilities

New features and enhancements in the Orlando release

Custom Landing Pages, Logos & Components Knowledge Management Multiple Agent Assist Queries Agent Chat Features

Release Themes

New Orlando Features for the COVID-19 Era

Meeting the Current and Future Challenges

Agent Affinity Mobile Platform Enhancements Proactive Customer Service Operations Security Incident Response & Vulnerability Response Agent Workspace & Advanced Work Assignment Advanced Risk Management

Platform UX & UI Builder

• Service Portal 2016 was built on Google’s .
• Google has moved on from Angular.
• ServiceNow has moved on from Angular as well to the new design system

called Experience (project Seismic).

• ServiceNow will own and control this technology … to avoid ever again

building a highly adopted platform on technology they don’t control.

• Built to Change and grow with new requirements without changing

applications.

• The new creative application leveraging this new technology is called UI

Builder.

UI Builder

• Landing pages only in

Orlando

• However, NOW

Experience components available in Agent Workspace configuration

Release 1

Agent Workspace

1

Customize Agent Workspace

2

New Agent Assist Features

3

New Interface Features

• Create your own landing page for

Agent Workspace by using lists, containers, and Performance Analytics and Reporting data visualizations. Now with customizable banding.

4

General Enhancements

• Multiple agent assists.
• New Tag filtering “Have”, “Does Not

Have”, “Excluding” (excludes records w/ tag, but shows No Tag records)

• New Date Range Picker
• Drag and drop to reschedule
• Share workspaces by sending URL
• KNOWLEDGE now in Workspaces!

Agent Chat

Display a pre and post chat conversational questionnaire.

Chat Surveys

Agents can now see the active status of interaction tabs.

Icons on Interaction Tabs

When a user initiates a chat with a live agent, they can now see an estimated wait time to talk with an agent.

User Estimated Wait Time Shown

Agent names and avatars can now be configured to display agent identity or a generic agent identification.

Agent Names and Avatars

An audible alert can now be set to notify an agent when a new chat or item arrives in their inbox.

Audible Alerts

Advanced Work Assignment (AWA)

• Automatically assign work items to

your agenda

• AWA Dashboard
• Agents can better serve

customer needs

• Overview incoming work items
• Availability of agents to handle

them

• Monitor and adjust as needed
• Work item context handling
• Routing rules that use context

variables

• Work item sizing
• Determines if the agent can

handle the assignment

Advanced Work Assignment (AWA)- Agent Affinity

Agent Affinity lets you assign work items by an agent’s work history, related task, or account team affinity.

3 Types of Affinities

Historical Identifies the best agent based on the agent's history of serving the same customer. Related Task Identifies the best agent based on the agent's past assignments of related tasks. Account Team Identifies the best agent based on the agent's responsibility or role in the account team.

Microsoft Azure DevOps Bidirectional Synchronization of Records (eBond) Atlassian Jira

Agile Development 2.0 Enhancements

• SCRUM Programs – Add-on to Agile Dev2.0
• Meant for managing programs with multiple SCRUM Teams who are NOT using SAFE
• Provides program-level planning boards to coordinate effort

Synchronize work items, plan, track and update items from either source.

New Features for Case Management

Customer Service Management Enhancements

Proactive Customer Service Operations Service-Aware Install Base CMS Agent Workspace

• Case Types
• Customer Project Management
• External user approval for change

and request records

• Case Entitlement derivation
• Proactive Case flows
• Outage tracking for CSM
• Service health status
• Priority of cases
• Proactive cases
• Proactive CSM Dashboard
• Contracts and entitlements for install

base

• Install base in Agent Workspace
• Ribbon Configuration
• Responsive templates
• Agent Assist
• Interaction from related lists
• Highlight list fields

Customization

Mobile Branding

• Customize the branding of mobile

applications

• Use themes on your mobile

applications

• Employees can recognize your unique

company identity

• Assign Different themes to different

mobile apps

Customization

Mobile Dashboards

• New Dashboards for Mobile

Experience

• Enable preconfigured reporting
• Analytical views
• Trend lines
• Score visualizations

• SaaS License Connections – a low-code framework to connect to a SaaS

provider API-layer and gather user lists and usage data to find unused subscriptions

• New Publisher packs - Get visibility into active licenses, monitor license usage,

and reclaim unused licenses

• Cisco Webex
• Atlassian Jira
• Engineering License Manager – gather data for tools like AutoCAD and ESRI

using the OpenLM framework (available in the ServiceNow Store)

• Oracle Verified Vendor Tool - Use ServiceNow Discovery with Software Asset

Management to discover and report information related to Oracle database servers

Software Asset Management

Virtual Agent Topic Blocks

• Topic blocks are designed to assist

topic authors/developers to avoid re-creating common sub-flows

• Users can create their own libraries
• f Topic Blocks
• ServiceNow will also create and

publish common blocks

What’s Next?

Orlando Demo – Live Webinar

Wednesday, April 1st 1pm ET/10am PT

On Demand Content

• Artificial Intelligence & Machine Learning
• Data & Analytics
• Customer Service Management
• Enterprise Service Taxonomy

Emergency Response Apps

Emergency Response Apps:

• Emergency Response Operations
• Emergency Outreach
• Emergency Self Report
• Emergency Exposure Management

We can help you install these out-of-the-box at no charge

QUESTIONS & ANSWERS

ASK AWAY, WE HAVE THE ANSWERS

Email us: optimize@ness.com Call us: 518.689.3100