New Call vs. Interaction Management

[Jen11]

Could someone tell me what the difference between New Call record and Interaction Management is?  I was unable to find anything online.

Thanks,

[sachin_namjoshi]

Interactions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat. Use interactions to route to queues for assignment or assign them to agents directly. Associate related records with an interaction to track additional work being done as a result of the interaction.

New call module is used to track incoming request which is usually used by service desk Agents. You can transfer new call to either request, incident, change request based on new call details.

Regards,

Sachin

[Uncle Rob]

Hey Sachin - having a thick skull moment here.   I don't see the difference between those two purposes.

Am I wrong?

[Carl Fransen1]

Hi Jen,

I have the same question as you - but also want to know and understand what the future might hold in this regard - I can't imagine that ServiceNow would keep two channels that are essentially the same??  It would be good to know what the 'Use Cases' are for each, which is better for what and what the potential roadmap is for these.

Does anyone else in the community know the future direction for this?

To help answer your specific question though - calls are where a servicedesk takes a call and it's unclear exactly what type of reason the person is ringing for - so they start typing and taking the details, but then decide if it's an Incident, Problem etc.. as part of the saving process of the call.  This requires it to be selected as part of the save and logs the right ticket type for you.

Interactions can be saved as a separate record - then can be associated to one or many other record types.  It's a bit more clunky for a Service Desk, maybe more for other support groups as it's not as easy to complete quickly.  It does have automatic routing and queues associated with this feature, along with automatic replies as well, so for chat or email this could be the best option to use to them work this through it's lifecycle...  However if you have the type of record already defined, like a service request, you'd go directly to that record type.  A lot fo the record types are already known when using the Service Catalog, so this wouldn't be useful for that sort of thing.

More details can be found for Interactions or Calls. 

Hope this helps.

Cheers

Carl.

[sandrat]

Hi Carl (3mo later....),

Did you happen to get an answer to your question about the future of New Call and whether it will be supported alongside Interaction?

I am curious to learn if anyone is running both New Call and Interaction in Madrid or later release.

Thank you,

Sandra