Agent Chat, Routing, and Sidebar articles

Advanced Work Assignment (AWA) FAQs

Overview 1. What is Advanced Work Assignment?The Advanced Work Assig...

Understanding ServiceNow AWA — What It Is and How to Configure It

Now a days automation plays a vital role in IT industry specially everything in ServiceNow. I am pretty sure or assuming that you have an idea about the assignment rules. But let's think about this, assignment rules work on some certain conditions, n...

Article - Applet Launcher - User Criteria!!!

User criteria is available for "Applet Launchers" with Xanadu release on "Now" and "Agent" mobile app. This was a long pending demand from many organizations, earlier the applet launcher's visibility was only controlled by roles. Now with the User cr...

Sidebar: Collaboration in Next Experience - Part 1

This is a cross-post of my article from https://sapphirenow.dev (https://sapphirenow.dev/post/sidebar-part-1/). Now that Utah has been released and support has officially ceased, I hope this helps! See part 2 on Community here, or on my blog here. ...

Sidebar: Collaboration in Next Experience - Part 2

This is a cross-post of my article from https://sapphirenow.dev (https://sapphirenow.dev/post/sidebar-part-2/). Now that Utah has been released and support has officially ceased, I hope this helps! See part 1 on Community here, or on my blog here. ...

Advanced Work Assignment Better with Workspaces

Advanced Work Assignment Better with Workspaces Have you ever considered modern workspaces like Service Operations Workspace or CSM Configurable Workspace (instead of Agent Workspace) and Advanced Work Assignment? Please follow this short guide...

Agent Chat FAQ's

Agent Chat FAQs Table of Contents: Agent Chat Install Agent Chat plugins Available Features Useful Resources For more information Where can I learn more about Agent Chat? Where can I learn more about AWA? Where can I learn more about Workspace? Com...

Enabling Sidebar Chat in the Now Mobile

Sidebar Chat with the Now Mobile App Have you ever wondered if Sidebar chat can be enabled on the Now Mobile app in order for your team members to have another way to communicate with one another? Please follow this PDF guide for screenshots on...

What's New in Yokohama!

What's New in Yokohama The latest release of Yokohama introduces several exciting new features designed to enhance the agent experience and facilitate improved communication between team members. Prerequisites Please see the necessary plu...

Agent Chat & Advanced Work Assignment(AWA) Complete Workshop

Please click below link to find end to end workshop session on Agent Chat and Advanced Work Assignment(AWA). Do subscribe the link to get notified when new videos posted in this playlist. Agent Chat & AWA Workshop Youtube Playlist Link Topics cove...

Sidebar || Knowledge & Troubleshooting Resources

I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is the Sidebar?Trainin...

Connect Support Migration FAQ's

Connect Support Migration FAQ’s: What is Connect Support? Connect Support is a legacy product which is a real-time messaging tool that enables support agents to easily track their support cases, find solutions, and resolve problems quickly. What is...

What's New for Agent Chat, AWA and Sidebar in the Vancouver release

Get up to speed on the latest release innovations. Here, we’ll share what’s released in Vancouver for Agent Chat, Routing (Advanced Work Assignment), and Sidebar. Please do submit any questions or comments on this article - we love your feedback! ...

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Sidebar FAQs

Sidebar FAQ’s: Table of content: 1. Sidebar 2. Available Features 3. Sidebar is different than Connect Chat 4. Status of Connect Products 5. Install Sidebar plugins 6. Advanced Configuration 7. Useful resources 8. For more information 9. Where can ...

Part 3: How to check Agent Presence History as a Chat Manager or Supervisor

Hi Community, This is the third video in the series to help Agent Chat managers to check Agent Presence history.After seeing this video, agent chat managers will be able to create report on complete history when the agents went Online, Offline or Awa...

What's new in Tokyo for Agent Chat, Routing, and Sidebar 🗼🌸

With a new release comes a bundle of new and exciting features for Agent Chat, Routing, and Sidebar! Some features are included within the family release, with others having to be manually downloaded from the ServiceNow Store. Please do submit any qu...

Agent Chat and Pre Chat Survey - Queue sorting based on answers

Hi All! In this article I will explain how you can create a Pre-Chat Survey and use the answers in a Queue filter. Problem: Sort Agent Chat Queue by language choice of the user. 0. Make sure Agent Chat plugin is installed 1. Create a Survey and make ...

What's new in Utah for Agent Chat, Routing, and Sidebar

Reduce cost or accelerate efficiency, the Utah release helps you say “YES” to both. With the Now Platform® Utah release create value across your organization faster with simplified experiences, purposeful automation, and organizational agility. G...

Connect Support Planned Deprecation

  ServiceNow has officially announced the deprecation timeline for Connect Support. These plugins will no longer activate or support, as of two upcoming Now Platform® releases.  Here’s what you can expect  Beginning with the Now Platform San Diego ...

Introduction to proactive triggers and messages to engage the right audience at the right time.

Would you like to introduce your Virtual Agent or Agent Chat to your customers?Are you looking for ways to increase case deflection using automation based on the content your users view?Would you like to improve your user satisfaction by engaging w...