What is Interactions

[Mallika Bhupath]

Hi all,

I have a question regarding how interactions management works. We are currently using call record for our Service Desk. I want to understand what the significant difference would be. 

Thanks,
Mallika 

[Isaac Vicentini]

Hi @Mallika Bhupath,

If you’re looking to manage all types of customer interactions and streamline the process from initial contact to resolution, Interactions Management is the better option. If your focus is mainly on tracking phone-based communication, Call Records may suffice.

Interactions can be generated from Chat, Case, Walk-up, Incident, E-mail, etc...

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If my answer helped you in any way, please mark it as Helpful / Accept as Solution 🎯

Regards,

Isaac Vicentini.

[Ravi Chandra_K]

Hello @Mallika Bhupath 

Any Agent communication with end user, (for example in Virtual agent, when user connects to live agent, then that conversation is an interaction)

Please refer the below doc:

https://docs.servicenow.com/bundle/xanadu-servicenow-platform/page/administer/interaction/concept/in...

Please mark the answer as helpful and correct if helped.

Kind Regards,

Ravi 

[Anurag Tripathi]

Interaction are basically stand alone record that Agent creates(or is auto created) to log their 'interaction' with user. These records are not meant to stay active for long. When agent talks to the user, they may solve it there and there or may create a request or incident (or something else) on behalf of user.

Hope this helps.

[KatrinK]

Thank you Anurag. I have a follow up question on that,  let's say, the agent takes an interaction and that interaction becomes a request. And if I want to measure both the satisfaction of the interaction and of the request, it will become two feedback requests. Is there anyway how ServiceNow can advise how to avoid this kind of duplication?