Agent Workspace or Service Operations Workspace

bist-van · ‎10-19-2022

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 · ‎10-19-2022

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.

Mike
* My Collection of ServiceNow Stuff *

View solution in original post

Mike_R · ‎11-02-2022

I actually cannot find an answer online as to whether or not it's compatible with the new configurable workspaces such as SOW.

You can post a question to the main discussion board, so others can see and hopefully have an answer for you.

https://www.servicenow.com/community/forums/postpage/choose-node/true/interaction-style/forum/overri...

You can also reach out to your account manager. Your account manager will be able to check internally and track down the answer for you.

Mike
* My Collection of ServiceNow Stuff *

virginie c · ‎11-02-2022

Thank you Mike for your quick feedback 🙂

Joshua Malicoat · ‎05-04-2023

Hi Virginie,

I can confirm that you absolutely can use the openframe plugin within Service Operations Workspace. We currently have our SOW integrated with Genesys using openframe for our Service Desk agents. The connecter is role based, so we can configure who it shows up for. It also auto-pops an interaction record and looks for a matching user based on incoming phone number.