Engagement Messenger (EM) allows customers to extend CSM capabilities to any non-ServiceNow portal/website. Language is a critical aspect of the experience when users interact with EM. The language fo...
Switchclass Of SoldProduct To ProductInventory https://www.youtube.com/watch?v=fBLgfC4axi8 - demo https://developer.servicenow.com/connect.do#!/share/contents/3287388_switchclass_of_soldproduct_to_pro...
Calling all CSM agents! We are excited to extend the invitation to participate in a unique research opportunity! We want to understand how CSM agents prefer to use multiple chat tools vs all-in-one so...
What's new in Customer Service Management in the Rome release The latest release of the Now Platform® brings us to Rome! For Customer Workflows, it means several exciting new capabilities in Customer ...
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Welcome back to the Omnichannel Blog Series. In Part 1, we tackled some of the basics around CTI and the most common use cases. Today, we dive into IVR and the many ways IVR is becoming a catalyst in ...
The undeniable impact of employee experience on customer experience In a new blog, Dean Robison, SVP of Customer Service and Support, explores why organizations must scrutinize the total experience—in...
Basic. The classical definition is one of being fundamental in nature. Slang has turned this categorization into an insult. In either case, using the term "basic" to describe an organization's custome...
I think we can all agree that 2020 was, hmmmm…enlightening? (fill in your own descriptive word!) Some scenes in the customer experience world flashed a scathing message of "Agents MUST work from home"...
Most customers around the world continue to use the telephone when contacting customer service. When customers are asked (and depending upon who is conducting the survey and how the question is asked)...
Not every customer question or issue is easily addressed. This statement should come as no surprise. Everyone has experienced a scenario when self-service options like a search of the knowledge base o...
For the 2020 tax season, the United States Internal Revenue Service (IRS) has pushed back its typical April 15th filing deadline to May 17th. Last year, the 2019 tax filing deadline was extended to Ju...
Create an End-to-end Innovation Process by Tying ServiceNow Gamification Engine to Ideas This technical paper provides an overview of Gamification engine that comes out of the box with SN Communities....
Hi Everyone! This is the second part of the series of blogs/videos on Customer Service Management. The goal of this series is to cover the basics of Customer Service Management Application. In the sec...
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Yokohama Release Highlights for Customer Service M...
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What's New in Washington D.C. for Customer Service...
Mary Hain
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Now on Now: Meet Ash: Preventing outages so custo...
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Feedback Opportunity -- Agent Workspace - Email Im...
Mary Hain
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Now on Now: 4 easy ways to keep your knowledge bas...
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Configure Engagement Messenger language dynamicall...
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What's new in Customer Service Management in the R...
