ServiceNow WebRTC (Web Real-Time Communication)

[Hari12]

ServiceNow WebRTC (Web Real-Time Communication) is a feature that allows real-time audio, video, and screen-sharing communication directly through a web browser, without requiring any additional software or plugins. This functionality is used to enhance collaboration and customer service interactions in the platform, especially in IT service management or customer service management scenarios.

Key Use Cases of WebRTC in ServiceNow:

1. Agent Assist (Live Chat):
• Agents can initiate voice and video calls directly with end-users or customers from within the ServiceNow interface.
• This is especially useful in ServiceNow's Customer Service Management (CSM) module, where agents can assist customers live, reducing the time to resolution.
2. Virtual Agent:
• ServiceNow’s Virtual Agent can leverage WebRTC for live escalation. For example, if the chatbot cannot resolve a user’s issue, it can escalate the conversation to a live agent who can start a voice or video session.
3. Remote Support Sessions:
• WebRTC can be used in IT Service Management (ITSM) for live troubleshooting. An agent can guide a user through resolving an issue by showing them steps over video or even by screen sharing.

[Mark Manders]

What's the question? 

[Matthew Frazier]

Do you have a functional use of this case:

1. Remote Support Sessions:
• WebRTC can be used in IT Service Management (ITSM) for live troubleshooting. An agent can guide a user through resolving an issue by showing them steps over video or even by screen sharing.

The only documentation I'm seeing with WebRTC is a single page about On-Call Scheduling, then stuff about the Notify plugin, then this community post and linkedin posts from Hari.