K20 LAB2974b - Resolve Customer Issues Faster with Advanced Work Assignment and Agent Workspace

[Lena Laughlin]

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

This lab is being presented on Wednesday, May 6th from 11:00 am - 1:00 pm PDT during the 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

[tjschmitt]

Found it!  🙂

[Duffy1]

Welcome!

[reginabautista]

Is there a separate license needed to avail of Agent Workspace or is this part of the ITSM package? 

[cloudyrobert]

Was the branding guided setup step added in Orlando?

[Ilo Gassoway]

Can you have more than 1 agent workspace per instance?

[Donovan Munitic]

Hello, 

Great question! Yes, in the Orlando release guided setup for branding the agent workspace was added as a feature - It's awesome, and you can read this doc to know more.

[Faisal Hafeez]

Agent workspace is part of the CSM (Pro or Standard) license.  If your ITSA license has the CSM included, you should have Agent Workspace already.  

[cloudyrobert]

Got it--thanks!

[terisevick]

Agent Workspace is a platform feature thus it doesn't require a license.  However what we are showing here in the lab is agent workspace working with CSM (Customer Service Management) which is not included with ITSA.  The biggest difference is with ITSM you get incident, problem, change, request, etc.  With CSM it comes with Case, Account, Contacts, Consumers, etc.  So in your environment you will see lists that are applicable to ITSM and not CSM.  

[Donovan Munitic]

Hello, 

As part of the New York (previous release) we enabled the ability to have multiple workspaces. This developer doc tells us all about the new features that we're released and are still part of Orlando's workspace. Check it out!

P.S - It's in the OTHER WORKSPACE ENHANCEMENTS section if you want yo scan the doc quickly.

[nancyp]

Love the background music!   These days, I feel like I'm on a crazy train 

[reginabautista]

Thanks Failal. I can see ITSM Agent Workspace in the plugins. Is this something we can activate? We are not licensed for CSM.

[Duffy1]

Thanks Nancy!

[terisevick]

Yes you can.  Agent Workspace is actually a platform feature and works with both ITSM/CSM.  However we are showing CSM here in the lab which will have other objects you see here (case, accounts, contacts, etc).  

[Faisal Hafeez]

Sorry Regina, let me clarify.  You don't need the CSM license to activate the workspace.  The workspace is a platform feature.  You can activate the workspace now and see incidents, problem and change requests within the Workspace View.  The CSM license gives you access to additional tables in the workspace such as Case, Accounts and Contacts.  

[Donovan Munitic]

A quick note to add to @terisevick brilliant answer is that ITSM is for internal servicing of an organisation's employees whereas Customer Workflow (previously known as Customer Service Management) is for servicing an organisation's customers or consumers, so it is for external servicing and thus a case is the main focus and not a ticket.

[reginabautista]

Perfect thank you!

[Ilo Gassoway]

Is AWA only available in CSM, or is it available for ITSM?

[Donald Small1]

Are the labs going to be available on demand after K20 is over?

[Kumar Tella]

We can have more than one workspace. We can create a new workspace thru application creator and configure on one or more tables.

[Donald Small1]

Not so much love for Taylor Swift. 😄

[Jeanette Smith]

There is a Swiftie battle going on between the gurus!

[Lena Laughlin]

Hi, Donald. Yes, all of the labs will be made available on demand through Now Learning.

[Donovan Munitic]

Such a great question and the answer is that it is a ServiceNow Platform capability and thus is available outside of Customer Workflow. Check this doc out to find out more! it's a great read and you'll gain a great insight into the AWA capabilities!

[Donald Small1]

Haha...second lab I've taken and the she popped up in both.

[Donovan Munitic]

Hi Kumar, 

As part of the New York (previous release) we enabled the ability to have multiple workspaces. This developer doc tells us all about the new features that we're released and are still part of Orlando's workspace. Check it out!

P.S - It's in the OTHER WORKSPACE ENHANCEMENTS section if you want yo scan the doc quickly.

You are able to define custom tables for related lists on the workspace to display any information that will elevate the agent's work experience to better service the needs of the organisation's customers.

[Rich Runfola]

No love for T. Swizzle?

[Kumar Tella]

You are correct. I am currently working on Orlando patch 2 version and creating a custom workspace for our Service Desk agents who handles mostly incidents. I am seeing some issues with related lists and OOTB ribbon components not behaving properly.

[Donovan Munitic]

Interesting. Could you elaborate how they are not behaving properly? What are you seeing or not seeing when testing?

[Kumar Tella]

For example: The related list created by me on incident table query from table cmdb_ci_computer table has a Query with function 

cmdb_ci_computer.addQuery('assigned_to', parent.caller_id);  

is working fine on standard Incident form view (display only computers assigned to a caller). But not working in Agent workspace related list. In Agent Workspace it is displaying all records when I click on Related List, onload it is empty.

[Kumar Tella]

Other issue is with the OOTB time line component that was added on incident table, this one is always spinning and never displays the timeline values for the incident activity.

[Donald Small1]

T. Swizzle has some talent, don't get me wrong.  Just not my fav.  May be a little over played.  🙂

[Donovan Munitic]

If you're testing as the administrator on the standard incident form and it is working but then when testing as an agent and an actual caller then I would say the filter / query is not defined as it should be. I would look at what is being passed into the caller_id property. 

[Donovan Munitic]

If this has not been modified and is being used OOTB and behaving in such a manner, I would either post on our developer site or raise a HI request to investigate. 

[Jeanette Smith]

Played this one just for you Donald

[Kumar Tella]

Thank you Donovan. I will raise a hi case for the timeline component issue.

Not sure about the Related List that i have created and not working right on Agent workspace.

[NicoleHollihan]

How do i get to http:// yourinstance/csm ??

[Shawn O_Connell]

Hi Nicole, this would be your instance URL with /csm added to the end of the url.