Agent experience in ServiceNow Customer Service Management The challenge The most important resources in customer service are the agents staffing various engagement channels customers use to resolve their issues. Yet as critical as their roles are, agents today face a variety of obstacles to address customer problems quickly and accurately. Cases are assigned to agents in a haphazard manner not taking availability, skills, and capacity into account. Then, once assigned, any prior context, such as details collected by a chatbot, are left out. Agents get bogged down by high volumes of common, easily resolved issues. They are forced to switch between several disconnected systems to find the information necessary to close the case, relying on their own knowledge or manually searching available resources. Complex and cluttered case management user interfaces add time to finding and updating customer and case details. All this makes delivering high-quality and efficient customer service difficult and frustrating. The ServiceNow solution ServiceNow® Customer Service Management (CSM) recognizes these barriers to providing a great agent experience and overcomes them with: CSM Configurable Workspace – One desktop for any interaction–phone, chat, messaging, web forms, etc. Service catalog enables agents to filter and search relevant services to expedite case creation. Multiple tabs allow agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle- and back-office teams for resolution. Landing pages deliver a dynamic, contextually relevant first page to show priority issues when agents access their workspace. Enhanced activity stream optimizes screen real-estate with a flexible layout and through collapsible side-panels to minimize scrolling. Agents can set compact mode and dark mode to tailor their experience and increase productivity. Advanced Work Assignment – Define criteria and conditions to automatically assign work items (such as calls, chats, or cases) to agents based on their availability, capacity, skills, and affinity (agent’s work history, related task, or account team) via a single routing engine. Customer Central - Ready-to use centralized view of customer-specific information, that combines historical activity from self-service (Virtual Agent conversations) as well as live interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, and more. Agent Assist - As agents handle cases in the workspace, perform an automatic search that shows possible solutions in other cases, knowledge base articles, and additional information sources. Support All Channels - In addition to traditional channels like telephony integration, chat, or email, offer conversational options like SMS, WhatsApp, Facebook Messenger, LINE, Google Business Messages or create new adapters to emerging platforms. Benefits Provide agents with an optimal experience Empower agents to assist customers and resolve their issues in an optimized workspace that incorporates third party data and gives visibility into tasks being worked on by other teams. Deliver contextual information to assist in problem solving Agents get up-to-speed quickly on customer issues with a customizable view displaying customer’s prior actions. As agents work, possible solutions from multiple sources are suggested. Assign and resolve customer issues faster Speed resolution time and increase first contact resolution by automatically routing issues to the best- suited agents. Advanced Work Assignment efficiently routes work to the most qualified agents. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Outro company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-CSM-Agent-Experience-02012024 servicenow.com At a glance, agents have visibility to customers’ history with Customer Central. 1 Learn more at https://www.servicenow.com/products/customer-service-management.html