https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/ba-p/2294142 <P>Most customers are aware that ServiceNow capabilities have grown significantly over the years to natively support many forms of interaction. Its worth taking stock of where your Help Desk and organization stands and whether there are ways to optimize those interactions. Perhaps your organization is very email heavy or perhaps you get heavy call volumes that you’d like to push to other channels. The diagram below outlines the initiation of an interaction by a user through to the agent managing those tasks.</P> <P>Our interaction insights document is a great overview of where you can best balance and optimize to reduce cost and improve speed to resolution for your customers.</P> <P>&nbsp;</P> <P><span class="lia-inline-image-display-wrapper" image-alt="find_real_file.png"><img src="https://www.servicenow.com/community/image/serverpage/image-id/169563i2538A3C081386321/image-size/large?v=v2&amp;px=999" role="button" title="find_real_file.png" alt="find_real_file.png" /></span></P> <P>The full guide can be accessed at&nbsp; &nbsp;<A title="ITSM - User Interaction Insights" href="https://nowlearning.service-now.com/nowcreate?id=nc_asset&amp;asset_id=3640b0e5dba7419072b7826305961904" target="_blank" rel="noopener noreferrer">ITSM - User Interaction Insights</A></P> Tue, 17 May 2022 10:48:50 GMT Chris Shakespea 2022-05-17T10:48:50Z https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/ba-p/2294142 <P>Most customers are aware that ServiceNow capabilities have grown significantly over the years to natively support many forms of interaction. Its worth taking stock of where your Help Desk and organization stands and whether there are ways to optimize those interactions. Perhaps your organization is very email heavy or perhaps you get heavy call volumes that you’d like to push to other channels. The diagram below outlines the initiation of an interaction by a user through to the agent managing those tasks.</P> <P>Our interaction insights document is a great overview of where you can best balance and optimize to reduce cost and improve speed to resolution for your customers.</P> <P>&nbsp;</P> <P><span class="lia-inline-image-display-wrapper" image-alt="find_real_file.png"><img src="https://www.servicenow.com/community/image/serverpage/image-id/169563i2538A3C081386321/image-size/large?v=v2&amp;px=999" role="button" title="find_real_file.png" alt="find_real_file.png" /></span></P> <P>The full guide can be accessed at&nbsp; &nbsp;<A title="ITSM - User Interaction Insights" href="https://nowlearning.service-now.com/nowcreate?id=nc_asset&amp;asset_id=3640b0e5dba7419072b7826305961904" target="_blank" rel="noopener noreferrer">ITSM - User Interaction Insights</A></P> Tue, 17 May 2022 10:48:50 GMT https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/ba-p/2294142 Chris Shakespea 2022-05-17T10:48:50Z https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/bc-p/2294143#M638 <P>Thank you for sharing this. The document that is available in NowCreate should have links, but none of the links in the PDF are actually links. They are just underlined words.</P> Wed, 18 May 2022 14:39:23 GMT https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/bc-p/2294143#M638 Don Conley 2022-05-18T14:39:23Z https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/bc-p/2294144#M639 <P>Replaced with the original Word doc and all links should be clickable</P> Wed, 18 May 2022 16:30:00 GMT https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/bc-p/2294144#M639 Chris Shakespea 2022-05-18T16:30:00Z https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/bc-p/3300585#M1534 <P><a href="https://www.servicenow.com/community/user/viewprofilepage/user-id/384670">@Chris Shakespea</a>&nbsp; hi chris, can you provide the document here ? link is dead</P> Wed, 25 Jun 2025 22:49:43 GMT https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/bc-p/3300585#M1534 Joshua Chen MTL 2025-06-25T22:49:43Z https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/bc-p/3530424#M1658 <P><a href="https://www.servicenow.com/community/user/viewprofilepage/user-id/384670">@Chris Shakespea</a>&nbsp;ITSM User Interaction Insight link is no longer available. Could you please share again.&nbsp;</P> Wed, 22 Apr 2026 20:26:38 GMT https://www.servicenow.com/community/itsm-blog/how-to-view-the-end-to-end-user-interaction-as-a-single-journey/bc-p/3530424#M1658 sonalimudga 2026-04-22T20:26:38Z