K20 LAB2974c - Resolve Customer Issues Faster with Advanced Work Assignment and Agent Workspace

[Lena Laughlin]

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

This lab is being presented on Thursday, May 7th from 5:00 - 7:00 pm 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.

If you experience any issues with a particular lab, join a Breakout room in Zoom and one of our Gurus will join to help out. In the breakout rooms, you can unmute to ask questions and even share your screen if necessary. 

When you are in a breakout room, click the Ask for Help button on the Zoom menu bar to request a guru join. This alerts the host that you need help. The host will acknowledge the request, which will present a message that says the host is currently helping others. If a guru does not join you within two minutes, click Invite Host again.

***Additional Resources**

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

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

[SeanM1]

What is the lab link?

[Lena Laughlin]

Hi Sean, the link will be shared shortly.

[Samson Calma]

Instance registration link provided in the chat.

[seanpmcclean]

The instance registration info also shows on the slide during the Lab work windows

[Patrick Quinlan]

I know that this is focused on CSM..but can the Agent Workspace be configured to not use Cases and CSM? 

CSM doesn't fit our business model as we use ServiceNow to track internal incidents, requests, changes, etc with our internal customers across multiple global sites. 

Also...can the Virtual Agent be configured to work with our model as well?

[johnsonchang]

Hi Patrick,

Yes, agent workspace can be used for all type of tickets such as inc, change, CMDB, etc..... You can even build your own custom tables and setup the ribbons required for your own agentworkspace setup. 

Yes Virtual agent can be configured anyway you like it. Take a look at "conversation builder" for VA and its an easy drag and drop to build a conversation. Again, this builder trigger a ticket on any table you define. 

Johnson Chang

Adv Solution Consultant

[Samson Calma]

The Agent Workspace is a platform capability which also used to other solutions like ITSM. You can configure your agent workspace not to show Cases and/or CSM related capabilities.  If your using Orlando, you also have the ability to create a new workspace align to your requirements.

[Samson Calma]

For Virtual Agent is also a platform capability that is being used by the different core solutions we offer.  ITSM, CSM, HRSD are some of the application that have predefined conversations available.  If your organization have unique requirements that you need the Virtual Agent, you can create your own conversation using the Virtual Agent Designer.

[Karen47]

I am on section 10, I am a little stuck on the below instruction: 

Open an Incognito (Chrome browser), Private (Firefox browser), or InPrivate (Edge browser) window. In that new window, navigate to your lab instance's CSM portal, http:// yourinstance/csm

what URL should I be typing in?

[Lena Laughlin]

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

[Samson Calma]

In Chrome File Menu, click on New Incognito Window.

This will open a new window, copy the url from

<instance name>.service-now.com/csm

[Surya66]

Can we use just the advanced work assignment for assigning incident and sc tasks to a fulfiller of an assignment group?
If yes, how can a fulfiller set themselves available in the platform without using agent workspace?

[Jeanette Smith]

Hi Surya, 

To make use of Advanced Work Assignment (AWA) you need Agent Workspace, therefore you would not be able to use just AWA on its own. 

[Samson Calma]

Advanced Work Assignment is designed for Agent Workspace.