Most customers are aware that ServiceNow capabilities have grown significantly over the years to natively support many forms of interaction. Its worth taking stock of where your Help Desk and organization stands and whether there are ways to optimize those interactions. Perhaps your organization is very email heavy or perhaps you get heavy call volumes that you’d like to push to other channels. The diagram below outlines the initiation of an interaction by a user through to the agent managing those tasks.
Our interaction insights document is a great overview of where you can best balance and optimize to reduce cost and improve speed to resolution for your customers.
The full guide can be accessed at ITSM - User Interaction Insights
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