The challenge of having hundreds to thousands of incidents per day has been a pain to service desk teams.
The pressure of closing a ticket in the shortest period to avoid business disruption.
Finding the right person with the right skills for the problem by assessing the incident.
The inability to check operations, tasks, and priority tickets causes low MTTR and CSAT scores.
ServiceNow Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills.
Route work items to queues using criteria defined by need or type.
Find the best agent using assignment rules. Track interactions, tasks, and messaging with dashboards.
Ability to prioritize high-urgency tickets, priority 1 incidents, and VIP user incidents.
Resulting in improved CSAT and MTTR scores.
Let me show this in a demo.
Please mark my post as helpful and the solution accepted if you find it lucrative.
A million thanks!
Bill
