Analyze the impact of Customer Case Reassignments Process Mining Customer Case Evaluation project

[Damian Pascale]

This short video is part of a series designed to highlight how ServiceNow customers can start to identify process improvement opportunities using the Process Mining evaluation projects for Customer Cases that have been made available on their instances as of the Yokohama release.   These focused projects are designed to give you a feel for the power and value of the solution if you were to fully unleash it in your organization across all workflows and processes.

In this use case, we will leverage the Customer Case Process Mining evaluation project to identify and highlight the impact of case reassignments across customer case teams. This capability enables organizations to focus on the root causes of reassignments, presenting opportunities for process improvements that drive faster resolutions—ultimately enhancing customer satisfaction.

*You will want to use these Evaluation Projects in your production instance.  The necessary audit log data likely does not exist in your lower environments.

*For Yokohama instances, you must be on Patch 2 or above for the the evaluation projects to be available to analyze.

The Customer Case process mining evaluation project offers a streamlined approach to pinpointing case reassignments, ensuring quicker case resolutions, improved customer experiences, and higher CSAT scores.

Here is some additional Process Mining content that you might want to check out next:

• Guide to getting started with Process Mining
• What workflows (ITSM, CSM, HR, etc) is Process Mining available for?
• How to create your first Process Mining project (Washington DC experience)
• Planning your ServiceNow Process Mining program
• How to use Process Mining to identify process improvement opportunities
• Process Mining FAQ
• Process Mining Academy
• Am I ready for Process Mining?
• Benefits of running Process Mining in a production environment
• Why behind the KPI:  How Process Mining complements Performance Analytics
• Process Mining for external process data
• Automated Findings