ServiceNow Orlando Release Overview
Today’s Presenters Sean Caron Chais McRae Principal Solution Architect Solution Architect
Agenda 1 6 Orlando and COVID-19 Agile Development 2.0 Platform UX & UI Builder Customer Service Management 2 7 Agent Workspace Mobile Branding 3 8 Software Asset Management Advanced Work Assignment 4 9 Virtual Agent Topic Blocks Agent Chat 5 10
Release Themes Hundreds of New Capabilities New features and enhancements in the Orlando release Custom Landing Knowledge Multiple Agent Agent Chat Pages, Logos & Management Assist Queries Features Components
New Orlando Features for the COVID-19 Era Meeting the Current and Future Challenges Proactive Agent Workspace Customer & Advanced Risk Service Advanced Work Management Operations Assignment Security Incident Mobile Response Platform Agent Affinity & Enhancements Vulnerability Response
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 Release 1 • Landing pages only in Orlando • However, NOW Experience components available in Agent Workspace configuration
Agent Workspace • Create your own landing page for Customize Agent 1 Agent Workspace by using lists, Workspace containers, and Performance Analytics and Reporting data visualizations. Now with customizable banding. New Agent 2 • Multiple agent assists. Assist Features • New Tag filtering “Have”, “Does Not Have”, “Excluding” (excludes records New Interface 3 w/ tag, but shows No Tag records) Features • New Date Range Picker • Drag and drop to reschedule • Share workspaces by sending URL General 4 • KNOWLEDGE now in Workspaces! Enhancements
Agent Chat Icons on User Estimated Wait Chat Surveys Interaction Tabs Time Shown When a user initiates a Display a pre and post Agents can now see the chat with a live agent, chat conversational active status of interaction they can now see an questionnaire. tabs. estimated wait time to talk with an agent. Agent Names Audible Alerts and Avatars Agent names and avatars An audible alert can now can now be configured to be set to notify an agent display agent identity or a when a new chat or item generic agent arrives in their inbox. identification.
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 Related Task Account Team Identifies the best Identifies the best agent Identifies the best agent based on the based on the agent's agent based on the agent's past responsibility or role in agent's history of assignments of related the account team. serving the same tasks. customer.
Agile Development 2.0 Enhancements Bidirectional Synchronization of Records (eBond) Microsoft Atlassian Azure DevOps Jira Synchronize work items, plan, track and update items from either source. • 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
Customer Service Management Enhancements New Features for Case Management Proactive Customer Service Operations • • Case Types Proactive Case flows • • Customer Project Management Outage tracking for CSM • • External user approval for change Service health status • and request records Priority of cases • • Case Entitlement derivation Proactive cases • Proactive CSM Dashboard Service-Aware Install Base CMS Agent Workspace • • Contracts and entitlements for install Ribbon Configuration • base Responsive templates • • Install base in Agent Workspace Agent Assist • Interaction from related lists • Highlight list fields
Mobile Branding Customization • 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
Mobile Dashboards Customization • New Dashboards for Mobile Experience • Enable preconfigured reporting • Analytical views • Trend lines • Score visualizations
Software Asset Management • 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
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 of Topic Blocks • ServiceNow will also create and publish common blocks
What’s Next? Orlando Demo – Live Webinar Wednesday, April 1 st 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
ASK AWAY, WE HAVE THE ANSWERS QUESTIONS & ANSWERS Email us: optimize@ness.com Call us: 518.689.3100
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