Can Universal request replace Interaction Management?

anand9 · ‎07-30-2025

Hello - I want to understand if Interaction Management cab be replaced by Universal request?

Document talks about use cases of both - but I am not convinced with the detail:-

https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/universal-r...

For example:- Interaction Management is mainly used to track the live conversation with user (phone/VA) - but Universal request also have VA integration and AWA support!

So why can't L1 agents create universal request via VA or during Phone call? Once the details are captured, either they will resolve it, or transfer the ticket to appropriate team. SLAs can also be implemented on UR to track L1's performance. L1 can also follow up on the transferred ticket.

Customer can slightly change the process if L1 working on UR (instead of interaction) created from VA, email, etc to immediately resolve or create incident, SR, HR etc out of UR. SLAs are possible on UR.

what Interaction has to offer separate? Also, can I transfer Incident to catalog item the way it works in Interaction Management?

Dr Atul G- LNG · ‎07-30-2025

Hi @anand9

Greetings!!

The decision on which module to use ultimately lies with the business. However, from a ServiceNow perspective, UR)and Interaction are two distinct modules serving different purposes.

(UR is mainly used by end users who may not know whether their issue is an incident or a request. It provides a simplified way for users to raise their needs without technical categorization.

On the other hand, Interaction is designed to capture how an end user interacts with an agent (or vice versa). It gives the agent a complete view of the conversation and helps determine what the user actually needs—whether it results in creating an incident, request, or any other record.

So, from both a technical and practical standpoint, UR and Interaction are separate modules designed for different use cases and should not be combined or interchanged.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

View solution in original post

anand9 · ‎07-30-2025

what i was looking for - let all incoming ticket (via chat, email, generic request) be created as UR instead of interaction, and L1 resolve UR or create corresponding ticket in incident, HR, SR etc... and track SLAs on UR. Basically L1 don't have to work on interaction and UR, they rather work on 1 module.

But after having discussion with customer, and others, it seems having both interaction and UR make sense, they don't replace 1 for another.