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.
Get up to speed on the latest release innovations. Here, we’ll share what’s released in Utah for Agent Chat, Routing (Advanced Work Assignment), and Sidebar.
Please do submit any questions or comments on this article - we love your feedback!
Find more in the below video for Utah features demos along with feature details.
Agent Chat:
Cross-channel conversational history:
Your agents can see previous cross-channel history conversations including Facebook messenger, Slack, Twilio SMS, Teams, WhatsApp, etc of the requestor in their chat window.
It gets displayed only when a live conversation is open in the chat window if the history is available for the requestor. Displays previous conversation history start and end time stamps along with the interaction record number, the duration, and the respective cross-channel icon.
Routing (Advanced Work Assignment):
AWA Admin Console:
Streamline your Advanced Work Assignment implementation using the admin console.
Provides the below:
- All related plugins
- Questions to consider prior to configuration
- Links to various resources
- Implementation walkthrough video
Note: you need the "Omni-experience Standard Feature Set" plugin for the AWA admin console.
Queue Trigger actions:
Trigger actions during Live Agent handoff to improve customer experiences. Two Queue trigger types are available:
Wait Time: Customer remains in the queue after the action takes place.
Max Wait Time: Customer is removed from the queue, with the next steps presented to them via actions.
Sidebar:
Edit and delete messages:
Your Sidebar participants can edit and delete sent messages in the discussions. If edited, an indicator 'Edited' is displayed on the message. If deleted, the message is purged from the discussion. It shows 'Message has been deleted' to all participants.
@mentions with notifications:
Sidebar users can use @mentions a participant with a notification. Participants can also see all mentions in the Sidebar menu Mentions tab.
Sidebar with MS Teams integration:
Discuss with Microsoft Teams users from ServiceNow Sidebar by activating Sidebar with Microsoft Teams integration in the Utah release. It is available as a standard feature.
MS Teams Sidebar
. 
Follow these steps to integrate Sidebar and Microsoft Teams.
- Install the February store app on the Utah instance.
- Create the Microsoft Teams developer account and Azure app. See KB article KB1225842 for more information.
- Create the Microsoft Teams app. See KB article KB1225842 for more information.
- Enable the Microsoft Teams integration using the information in Enable the Microsoft teams integration.
See the complete patch notes for the Utah release here: Link
Start your upgrade process for the Utah release today!
