We all know that time is a precious commodity in support environments. Whether you're handling HR inquiries, IT service requests, or procurement approvals, there's a common bottleneck that slows every...
Routing your work using Advanced Work Assignment The Advanced Work Assignment (AWA) module rethinks work assignment within ServiceNow. Currently, many implementations see work being routed via set con...
Agent Workspace Creation and Configuration 1) Creating and Configure UI Actions 2) Creating and Configure Agent Assist 3) Creating and Configure Agent Chat
Hello Community, When the Agent Chat is setup in ServiceNow with Virtual Agent, the Agent Chat manager needs some kind of reporting and some hacks in Agent Workspace, Reports and Dashboards. I have cr...
Hi Community, We had this question for a while that if agents are not available, how can we transfer the chat to some other queue? I have shown in this video how can we seamlessly transfer chat from o...
The robots are coming for our jobs. That's been a persistent concern as advances in technology make the automation of many tasks easier. Customer service is not immune, even in an area one would think...
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Advanced Work Assignment (AWA) Quick Start Guide
