Agent Workspace or Service Operations Workspace

[bist-van]

Hi,

We are currently using Agent Workspace with Agent chat, but we've noticed that there is a better version of it, called Service Operations Workspace. As far as I understand the SOW seems more flexible and compatible with the Next UI and dark mode, but I think I'm missing some core differences here.

Service Operations Workspace - ServiceNow

Agent Workspace - Improve agent efficiency - ServiceNow

Could somebody explain what is the difference between the two?

Any help or useful link is appreciated 🙂

Thanks in advance!

[Mike_R · Accepted solution]

Service Operations Workspace is a configurable workspace, which as SN puts it is newer, more flexible technology than Agent workspace. The look and feel of SOW and Agent workspace might seem the same at first glance but SOW is way more configurable. Apparently Agent workspace will be deprecated and customers should start moving towards the SOW configurable workspace. I would reach out to your account manager to coordinate a demo of SOW. They will be able to "sell" you on all the benefits of moving to SOW from Agent Workspace.

[virginie c]

Hi Mike, I would like to know if it will be possible to use a CTI phone system with SOW, like Agent Workspace? I can't see the same interface with the phone Icon on the left corner in the home page in SOW.

Thank you

[Mike_R]

I'm pretty sure it's possible in SOW. What CTI system and plugins are you using? There might be another plugin you need to install.

[virginie c]

Hi Mike,

I am using CTI Softphone (openframe) and customer service Management