Platform Academy 9/23 | What's new in Zurich - Agent Experiences

[Dexter Chan]

Redefining Agent Productivity: ServiceNow's Next-Gen Tools in Zurich 

The Zurich release is here, and with it comes a wave of features designed to improve the agent experience in ServiceNow. In our latest Platform Academy session, Dexter Chan and Samyuktha Reddy walked through the major innovations in agentic workflows and updates to the agent experience. 

 

Smarter Agentic Workflows

Two new out-of-the-box workflows now help agents work faster and smarter: 

• Image-to-Incident: Instead of filling out forms, agents (or requesters) can upload a photo. AI recognizes what is in the image whether it’s a broken chair, a malfunctioning laptop, or a compliance issue, and automatically creates a properly categorized incident, complete with priority and description. 

• Generate My Work Plan: With one prompt, AI reviews all of an agent’s assigned tasks and builds a structured daily plan. It accounts for SLA deadlines, historical resolution times, and priority levels, giving agents clarity at the start of their day. 

Behind the scenes, these workflows orchestrate multiple AI agents for image processing, visual insights, and incident record creation. 

 

Enhancing the Agent Experience

Zurich has brought major improvements to aid all agents worldwide: 

• Now Assist Panel which now supports a dynamic, floating window that can be resized or moved anywhere on the screen which is perfect for multitasking.  

• Sidebar threaded discussions enabling cleaner agent-to-agent collaboration while still integrating with tools like Teams and Slack. 

• Email recipient recommendations which help agents intelligently auto-add recipients, reducing errors in critical communications. 
• Workspace quality of life updates including: unsaved field indicators, label wrapping, and a complete revamp of lists for faster resolution. 

Why it Matters

Together, these innovations mean agents spend less time on repetitive work and more time resolving issues. For platform admins, the improvements show ServiceNow’s commitment to augmenting enterprise-grade AI with the needs of human agents. If you are on Zurich (or upgrading soon), these features are worth exploring.  

Chapters

0:00 - Introduction & Logistics 
1:16 - Meet the Speakers: Dexter & Samyukta 
2:44 - Zurich Agent Workflows Overview 
3:39 - Demo: Image-to-Incident Workflow 
11:01 - Demo: Generate My Work Plan Workflow 
19:20 - Dexter on Zurich Agent Experience Enhancements 
20:16 - Now Assist Panel: Dynamic Window 
26:28 - Sidebar Threaded Discussions Demo 
30:14 - Workspace Updates Overview 
33:24 - Workspace List Enhancements Demo 
38:26 - Wrap-Up & Future Platform Academy Sessions