Is your organization leveraging the full power of ServiceNow Pro features? Pro features can take your service delivery to the next level with AI-powered self-service and data-driven insights, but you may be wondering how to get started. In this blog, I’ll explore what you can do now to prepare your organization to adopt Pro features, and how training can help.
The most popular Pro features include Virtual Agent, Predictive Intelligence, and Performance Analytics. Our Product Documentation site can provide a great introduction to these features here:
I’ve worked as Technical Consultant for many years, and I participated in multiple implementations and post implementation consultancies. In my experience, there are some common pitfalls that companies can avoid in order to get the most value out of their Pro features.
Before we start talking about Virtual Agent, Predictive Intelligence and Performance Analytics trainings, I want you to think if you already completed or considered the following courses before implementing the Pro features:
- Instructor Led Training: ’Service Portal Fundamentals/Advanced’
- Custom Training and Adoption for process users
- On-demand courses like: ‘Get started with Reporting / Knowledge Management’
Which I think are critical to your success in becoming a pro. Let’s see why:
Virtual Agent: Your customers will typically interact with a Virtual Agent via your Service Portal. Therefore, if you haven’t first focused on your Service Portal and attracting customers to it, the impact of Virtual Agent will be limited. Furthermore, your Virtual Agent is only as good as the Knowledge and Service Catalogs that support self-service. So, in order to go Pro with Virtual Agent, focus first on your Service Portal user experience and service quality.
If you’re starting your journey with Service Portal, Service Portal Fundamentals training and Service Portal Advanced training give you access to a live, expert instructor to learn how to customize and configure a great user experience. You can also take self-paced training on Knowledge Management to help build the foundation for your Chatbot. And, for Virtual Agent, we offer a Fundamentals course to get started, as well as a micro-certification that includes advanced topics like Natural Language Understanding and Topic Recommendations.
Predictive Intelligence: This feature can be used to automatically route, categorize, and prioritize tickets based on information like the ticket description. However, Machine Learning comes from a large number of previously closed tickets, and those tickets need to have been handled correctly based on assignment rules, close codes, and other defined processes.
Because of this, it’s critical that your fulfillers (also called process users), are fully trained on your business processes for managing tickets. You can select the Process User role in Now Learning to search for relevant content by product line, or you can work with the ServiceNow training team to develop custom training material for these users. As you build your history of tickets for the AI to learn from, your team can learn to leverage Predictive Intelligence like a Pro with our Implementer Learning Path.
Performance Analytics: From a management perspective, Performance Analytics might be the most interesting Pro feature, because you can organize and display data to forecast and see trends. However, before diving into Performance Analytics, you’ll want a basic understanding of the built-in platform reporting capabilities. A firm foundation of concepts like database views, dot-walking, and different report types will help you get creative with Performance Analytics and take your analysis from a current snapshot to nuanced trends and predictions. Performance Analytics also benefits from the processes you’re building to get copious, clean data from Predictive Intelligence.
No matter where you are in your Performance Analytics journey, we have training to support you. You can start with basic reporting capabilities, and work your way up through Performance Analytics Essentials (on-demand), Performance Analytics Fundamentals, and Performance Analytics Advanced (instructor-led). We also have additional courses on specific topics like Widgets and Formula Indicators, as well as a micro-certification and a mainline-certification.
As you can see, these ServiceNow Pro features are powerful tools to run your business and deliver great services. But they’re called Pro for a reason! Just think of professional athletes – they didn’t start at the Olympics. Their journeys started with mastering the fundamentals through great training. You, too, can go Pro with ServiceNow Pro features by taking advantage of the extensive training portfolio on Now Learning, much of which is completely free. Start by building a strong foundation of customer experience, well-defined processes, and great data, and you’ll be ready to implement Pro features and get the most out of your ServiceNow platform.
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