How can CTA program help a person in 'REALITY'? How CTA can help a company?

[Samantha Sam]

How can CTA program help a person in 'REALITY'? Do they really gain 'ALL' the technical knowledge in depth? Will they be be able to help solve any technical challenges?

I have been working with ServiceNow over last 8 years. In every project we come across one or the other challenges/issues while implementing a the product/solution in areas like IntegrationHub, Adaptive authentication, Encryption, Service bridge, instance data replication, Integrations, debugging issues etc.

There are few CTAs in my company. Whenever we go to them and represent our problem, we dont get a solution immediately. They will say give me some time or give many links to community posts and even say to raise a support case.

==When seeking help to write a code or debug a code, they say they are not into in-depth scripting, they just can tell which approach to use (finally our fellow junior developers would only solve them)

==When we seek technical help for certain products like GRC, Now Assist, Virtual agent - the answer we get is 'I have not worked on that product' (so CTA is for particular ServiceNow product only?)

== For any operation issues, after hearing out the story completely, they say better to raise a support case.

We literally dont get any help from them.

Our only ServiceNow guru is "community". Most of our queries would already be posted by someone or once we post our question, we get a solution 😉

I and my juniors always keep wondering why do we need CTAs when we can do everything ourselves when we have google and chatgpt (ofcousre not blindly trusting it, we use our brains) 😄

[Samantha Sam]

😄

[Samantha Sam]

One of our customer had a requirement to integrate a chat client with Virtual Agent.

I was part of the customer call where customer asked for this requirement. Our CTA said - yes ServiceNow support it very well, we can build it.

Post the call, CTA asked the development team to look into below doc link and build the integration.

Virtual Agent conversational custom chat integration - https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/virtual-agen...

The docs are so so so detailed that even a non ServiceNow developer can build it in an hour 😄

Jokes aside! We then interacted with multiple CTAs and CMAs in my company about this requirement. We had many queries. We asked for detailed solution. Each one of them gave the same docs link and asked us to follow the steps and incase of any issues, ServiceNow support team can help they said.

Wow, now I understand the value of why CTA/CMA should be there in every company!!!!!!!!!