K20 LAB2974a - Resolve Customer Issues Faster with Advanced Work Assignment and Agent Workspace

[Lena Laughlin]

This article is for questions and answers for Lab 2974 a - Resolve Customer Issues Faster with Advanced Work Assignment and Agent Workspace.

This lab is being presented on Tuesday, May 5th from 8:30 - 10:30 am PDT during the live K20 event. During the live session, post your questions in the comments of this article, and one of our lab gurus will be happy to answer it.

***Additional Resources**

Want to learn more? Check out these courses, found on NowLearning:

• Agent Workspace Fundamentals and Implementation (Orlando)
• Advanced Work Assignment

[nealoymistry]

Test for Lena

[Lena Laughlin]

Test response.

[Lena Laughlin]

Test question

[Shawn O_Connell]

Test comment response

[Shawn O_Connell]

Test 2 comment

[robgwatkin]

Is AW fully domain separable in a single instance? i.e. can I configure it differently for each domain?

[seanpmcclean]

Hi Rob,

I don't believe so, and I've cross checked with the other Guru's who say the same.  Also found this article which though it sounds promising, essentially confirms what I've seen: AW application is not supported with Domain Separation:

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/workspace/concept/dom...

I'll keep checking to see if I get any other feedback or answers though..

[Faisal Hafeez]

AW doesn't currently support domain separation.  Interested to understand the use case for domain sep.  Normally with the data-structure provided with CSM we are able to segment data and process through ACL.

[nealoymistry]

Hi Rob,

Agent Workspace is not currently supported for Domain Separation for New York.

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/workspace/concept/dom...

This is not supported in the Orlando release.

[robgwatkin]

My group uses domain sep to isolate the various group companies from one and other. They all have their own ways of working despite being on the same instance and we have to be able to support thier local working practices and views (they are all different organisations). So UK IT is completely different from ANZ IT or France IT.

[Jeanette Smith]

Here is a list of all the application support for domain separation in Orlando: 
Application support for domain separation

[Jeanette Smith]

Here is a list of all the application support for domain separation in Orlando: 
Application support for domain separation

[Tom Blanchard]

Is there any ability or roadmap to send notifications to users who are members of a group? E.g. notify all members in Assignment Group field

[Faisal Hafeez]

Thanks for the clarification.  The key takeaway from that statement i got was "different practices and views".  Currently within the Orlando release we introduced case types as a way to segment views and processes.  Combined with ACL's around the account/contact model that is provided within CSM we attempt to segment as much as possible before the domain separation option.  There are some use cases such as different portal branding (specifically the image content) that require clients to create a domain separated instance.

Have a quick look at case types

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

[Donovan Munitic]

Hi Tom, 

It is possible yes, here is an example. 

Thanks,

Donovan

[Tom Blanchard]

Sorry I meant specifically within Agent Workspace:

The form here suggests only users can be set

[nealoymistry]

Hi Tom, currently we do not have that functionality but it is on the roadmap. Thanks Nealoy