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Steph Morillo
If you miss any content, please leave it as a comment and I will add it to this article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is the Universal Request?
ServiceNow Universal Request empowers customers in their journey towards Enterprise Service Management (ESM) or Global Business Services (GBS) by allowing agents to resolve cases seamlessly across the enterprise to provide a better employee experience. It enhances the experience by eliminating the employee's confusion in figuring out which department to reach out to for help.
Entry point to the official product documentation
Universal Request - Workshop
Outlines the baseline process explaining the configurable options with the objective of determining the to-be process and corresponding configuration requirements.
Trainings & Courses
This course is an introduction to the Universal Request application and is ideal for stakeholders looking to enhance the employee ticketing experience.
Articles & Blog Posts
2021-08-30, by @Allison French
Using Universal Request to drive a more unified service delivery experience
Universal Request was introduced in the Quebec release to help drive a more unified experience, eliminate service delivery dead ends, and enable better cross-departmental collaboration.
2021-04-28 by Nahin Miah
Better employee experience with new ServiceNow Quebec Universal Request
A new ServiceNow release usually equals new exciting features! As such, I thought I would put together a piece surrounding one of my favourites from Quebec: the Universal Request. Initially available in Paris as a limited release, this is now under general availability in the latest release.
Videos & Podcasts
2021-05-23 by GlideFast Consulting
ServiceNow Universal Request Application
Join GlideFast CEO Michael Lombardo, Senior Technical Consultant Ashley Snyder, and Service Delivery Director Josh Brostoff as they discuss the ServiceNow Universal Request application – a new feature in the ServiceNow Quebec release.
2021-05-26 by ServiceNow Community
Universal Request: Introduction
Learn about Universal Request and how it enables seamless case resolution and cross-department transfers to provide a better employee experience.
2021-07-12 by ServiceNow Community
Universal Request: End-to-End Configuration
Universal Request session and will include a comprehensive walk-through of how to implement and configure Universal Request
2022-11-07 by ServiceNow Community
What, Why, When, and How: Universal Request
This session will cover an overview, benefits and use cases of Universal Request in addition to a walk though of configuration.
2023-08-17 by ServiceNow Community
Employee Center Academy : Universal Request
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
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