on - edited on by
Samyuktha Reddy
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Welcome to ServiceNow® Agent Chat, Routing, and Sidebar Are you ready to start your Agent Chat, Routing (supported by Advanced Work Assignment), or Sidebar implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started! |
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Guide Overview Here’s an overview of the topics we will cover in the guide:
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Start by familiarizing yourself with Agent Chat, Routing (supported by Advanced Work Assignment), and Sidebar This guide focuses on five products that provide either the ability to facilitate conversations between users or to route incoming work to those best suited. See below for the list of products covered:
If you are new to ServiceNow, we also strongly recommend that you take this very short Get Started with the Now Platform course to learn platform basics. If you want a deeper dive into using the Now Platform, a longer ServiceNow Fundamentals and Sidebar Overview courses are also available. |
Benefits of Agent Chat, Routing (supported by Advanced Work Assignment). and Sidebar
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Identify your desired business outcomes Before you start to implement Agent Chat, Routing (supported by Advanced Work Assignment), and Sidebar, it’s critical to have a clear vision of what you want to accomplish. These products allow you to deliver many positive business outcomes, and you can achieve all of this over time. However, by deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and tailor your initial implementation to realize these goals. |
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Chart a path to implementation If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point. To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services. We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Assure service offering. For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation of Agent Chat, Routing and Sidebar and achieving your goals. If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here. |
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Choose Self-implementation Build your team’s skills If you are planning to self-implement, you need to give your platform team the skills they need to succeed. The best way of doing this is to become a certified ServiceNow professional. We offer several certification paths for different roles on your team. Check out the links below:
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Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these upgrade resources. |
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Prepare for organizational change To successfully deploy Agent Chat, Routing (supported by Advanced Work Assignment), and Sidebar you need your business to understand and use these products, and to recognize their benefits. With many different stakeholder groups, it is essential to ensure everyone understands the benefits for them, and how to get the most value out of the system. This webpage provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice. The following courses are a great starting point for training your agents and other Agent Chat, Routing and Sidebar process users: |
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Bookmark these resources! ServiceNow Customer Success Center -- The CSC is a one-stop shop that gives you instant access to proven methodologies, leading practices, and expert insights and advice. NowSupport -- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience. Read more here on how to use support. |
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