Service Operations Workspace - What are the extra features compare to Agent Workspace

[HARITHA KHAREED]

Hi Team,

We are migrating to Agent Workspace to Service Operations Workspace and we have explored the below features,
   
  - Record Information  
  - Recommendations
  - Collaboration
  - On - Call Expert

Unfortunately we are not able to enable the respective plugins on the PDI to explore about the module. 

Is their any other artifacts, simulator or videos to understand the concept more or a possibility to enable on the PDI. 

I have already gone through the ServiceNow docs, anything apart from that to understand the procedure or configurations involved. 

Thanks,

Haritha.

[Community Alums]

Hi @HARITHA KHAREED ,

Service Operations Workspace is a configurable workspace, which as SN puts it is newer, more flexible technology than Agent workspace. The look and feel of SOW and Agent workspace might seem the same at first glance but SOW is way more configurable. Apparently Agent workspace will be deprecated and customers should start moving towards the SOW configurable workspace.

Migrate your existing agent workspace to the new configurable workspace

 If you are migrating from Agent Workspace/Operator Workspace to Service Operations Workspace, chalk out the transition plan.  

Step 3 : Configure Landing Page 

If you're a new customer and haven't already, begin tailoring your landing pages to your user's personas. If your organization has Agent/Operator workspaces and hasn't replaced them yet, begin your strategy for migrating to configurable Service Operations Workspace. Upgraded customers can begin exploring configuring landing pages at this time according to their needs.   

Step 4a : Learn about the roles 

Service operations workspace caters to multiple personas such as agents, operators, service desk professionals, managers, and other process users. 

Step 4b: Explore our core capabilities 

We've released multiple core capabilities with each release of Service Operations Workspace.  See our Product updates to stay updated with key product capabilities released in Tokyo and Utah. We enhance our workspaces to enable you to deliver personalized, configurable experiences that engage teams and enhance productivity.  

Step 5: Explore further with Service Operations Community

Now that you've explored all the possibilities of Service Operations Workspace in our Getting Started Guide, continue on to our FAQs to get detailed answers about configuring Service Operation Workspace.  

Refer this Community article to get more implementation guidance.  

[HARITHA KHAREED]

Hi @Community Alums 

Thank you for the response. We have gone through the points mentioned by you earlier.

What we would like to know is, what are the extra benefits are features that can be recommended to the customer for using SOW apart from replicating the existing configurations from Agent Workspace.

Below are something that I came across, but the topics aren't having much detailed information.

  - Record Information  
  - Recommendations
  - Collaboration
  - On - Call Expert

Apart from the above, please suggest the extra functionality/features in SOW.