Visual Task Board vs Agent Workspace vs (another suggestion?) for managing CMDB Requests or Issues
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‎04-10-2020 12:06 PM
As CMDB Manager, I am researching for an easy way to prioritize, assign, & track our high volume of requests. I have been advised about Visual Task Board vs Agent Workspace. Any advise? Proc or Cons. What have others used?
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‎04-11-2020 12:07 AM
Hello Marc Schlank
Visual Task Boards (VTB):-
It transform the navigation of lists and forms into an interactive graphical experience.
With Visual Task Boards, you can view and update multiple task records, which appear as cards that can be moved between lanes. Anqa activity stream on the board displays recent activity so you can easily track changes to tasks. You can add task cards from any table that extends Task to intuitively and easily track updates and edit records directly from the board. Any user can use task boards, regardless of role, though access control rules (ACLs) may limit which cards each user can see. The Visual Task Board interface provides a graphic-rich environment suited for managing and collaborating on records. For example, a support manager might create a board for her team to track their assigned incidents by state in real time.
The below link will give you detail information and video from Service Now Team:-
Agent Workspace:_
It is a configurable service desk application that provides agents with an integrated and graphically intuitive user experience. Agent Workspace features include: A multi-tab interface to help agents efficiently manage multiple cases or incidents on one screen.
- A multi-tab interface to help agents efficiently manage multiple cases or incidents on one screen
- Real-time handling of calls and chats via Interaction Management System
- Task resolution assistance via Agent Assist
- Intuitive search capabilities enabling agents to quickly find relevant content
- Heads up display of contextual information helping agents quickly get oriented to the task at hand
By default, Agent Workspace is active for all instances.
The below link will give you detail information and video from Service Now Team:-
Now my Personal Suggession is you should go foe Agent Wokspace as I have gone through this Article for giving you suggession:-
Please Mark Correct and Helpful
Thanks and Regards
Gaurav Shirsat
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‎04-11-2020 01:07 AM
Hi Marc,
Visual task board:
Visual Task Boards offer the same benefits as the Manual Task Board but will continue to go further through the use of computing’s broad, highly functional nature. They provide rich information, deeper data analysis and facilitate online collaboration. Although not all electronic task-boards are online, you are called Virtual Task Boards, most of them, What is Visual Task Board. The composition of the electronic tasks boards is a physical executive board, with separate workings in the workflow and columns representing the steps in the cards. However, a digital task board can take up more visual work management.
https://www.youtube.com/watch?v=FzvUt_mClYc&t=14s
https://onlineitguru.com/blog/what-is-visual-task-board
Agent Workspace:
Agent Workspace was released as a Now Platform capability in the Madrid release and we are excited to announce the release of two new, free, On Demand courses covering Agent Workspace Fundamentals and Agent Workspace Implementation. These courses are available to take individually or together as part of a learning path.
Please refer the links below, it will definitely help you:
https://community.servicenow.com/community?id=community_blog&sys_id=a80ca0fa1b654c10fff162c4bd4bcb70
tps://www.servicenow.com/products/agent-workspace.html
https://medium.com/@pishchulin/servicenow-agent-workspace-399f157fd5a5
https://www.youtube.com/watch?v=SPKbfm8JZWw
If my answer helped you in anyway, please mark answer as helpful and correct.
Thanks and regards,
Megha
