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05-25-2021
09:30 PM
Session Code: THS1269
Presenter(s): Bharath Padaki
Company(s): ServiceNow
Abstract: In this session, you’ll find out how agents can get work done on the go to make work-life as great as real-life for employees. What’s new:
- Ability for an agent to access incidents, tasks, and take quick actions or provide timely updates
- Add work notes, comments, update incident details, assign incidents to other users, mark an incident as resolved
- Access their on-call schedule, view upcoming shifts, check who they are covering—even request time-off and check the status of requests
- Ability for a group manager to access unassigned incidents and quickly triage work
- Take action on time-off requests and plan on providing appropriate coverage
- Access dashboard and performance metrics giving insights
- Ability to access the world of major incidents
- Review active or proposed major incident
- Access active conference calls for current major incident
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