Workforce Optimization
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Activity in Workforce Optimization
Featured Forecast the demand for your resources to resolve your ongoing influx of tasks
Have you wondered how you can staff the right number of agents to meet your expected demand to resolve tasks over time? SUMMARY In the Workforce Optimization for ITSM application, using historical data from multiple sources, you can accurately fo...
- blog
Featured Boost your teams’ ServiceNow skills and unlock your potential through Now Learning
Empower your teams to grow their ServiceNow skills in tandem with the pace of digital transformation Digital Transformation is a fundamental shift in IT infrastructure, customer experience, and business operations. In this post-pandemic era, orga...
- blog
Featured Customize event categories in Workforce Optimization
Summary Create custom event categories and types in Workforce Optimization for ITSM using extension points. In the Workforce Optimization for ITSM manager workspace, managers can use Schedule to use the team calendar to create events. Managers can...
- blog
UI Builder: How to set default value when opening a new record form via a declarative action
Hello, I have created a declarative action of list type labeled "New". I have defined the standard payload. I have also done the event mapping with the list page. It is working correctly and opening up a new tab to create a new record. However, I nee...
- Question
Trying to find out how to connect Learning Core to ServiceNow University
The Learning Core plugin allows you to create a library of content from your KBs, etc. I saw somewhere in the documentation, but can't find it now, that organizations can tie the Learning plugin/module to the courses in ServiceNow University so it ge...
- Question
- learning
- Now Learning
- ServiceNow University
I can't reorder my assignments in Resource Management Workspace
Hello ServiceNow Community, I was unable to find a forum specific for Resource Management workspace. Resource management seems to fit with optimizing the workforce. Can you help me understand what role is needed to sort my assignments in the Resou...
- Question
- Resource Management Workspace
The WFO schedule unpublish feature is not working.
Hi All, I’m trying to unpublish a schedule, but even after unpublishing, the status isn't changing to 'Draft' and is still showing as 'Published.'The scheduled start date is 2024-09-01, and the end date is 2024-09-05. Thanks.Sachintha.
- Question
ServiceNow Coaching
Hello, community! I am analyzing the Coaching feature on the platform.I noticed that it is included in the ITSM Workforce Optimization module. Does anyone know if it's possible to purchase the coaching license separately from the WFO? Also, If anyone...
- Question
- Coaching
- ITSM: General
- Workforce Optimization
Show Shift and Work Schedules (Tasks) in one calendar for an agent
Hi all, our customer uses Workforce Optimization for CSM for shift planning and scheduling and assigning work items (change tasks, catalog tasks, ...) to the agents. Actually the agents doesn't use the Workspace and should work in the backend (if pos...
- Question
Knowledge 2023 - Workforce Optimization & Process Optimization Lab Materials
For those who weren't able to join us a person - we did a deep dive into Workforce Optimization during Knowledge 2023 where we demystified how WFO & PO work together to remediate bottlenecks in your processes, upskill/reskill your workforces at scale...
- Article
- Coaching
- Skills Management
- Workforce Optimization
Workforce Optimization for ITSM || Knowledge & Troubleshooting Resources
I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is Subscription Manage...
- Article
Resolved! When using g_modal.showFields for the 'html' type it doesn't show the modal
I have created a ui action that needs to show a modal with an html field on it and then to save the value into a specific field.If I use the code below, the modal doesn't pop up the modal. It does nothing. If I use other types it works fine. It is on...
- Question
hiding list for a specific role in Hr agent workspace
How to hide the list (marked) for a specific user role or specific group in HR agent Workspace? list applicabilities didm't work.
- Question
Advanced work assignment ensuring no one rep gets all capacity when signing in (front loading)
HI ALL,Use case is: Agents have a service channel most capacity is assignment rule. 7 is the default capacity in the service channel.Case table targeted on create.Reject is on in the inbox for workspace.Cases are created on off hours. All Agents a...
- Question
- Advanced Work Assignment
Forecast the demand for your resources to resolve your ongoing influx of tasks
Have you wondered how you can staff the right number of agents to meet your expected demand to resolve tasks over time? SUMMARY In the Workforce Optimization for ITSM application, using historical data from multiple sources, you can accurately fo...
- blog
Not able to see "Associate Record" button on Walk up Experience for type "Walk up".
Hi,User raised an incident stating that "Associate Record" button is not visible from Walk up experience with Type - "walk -up" but for other type like "Microsoft Team chat" user is able to see the button.Roles checked for user:sn_walkup.walkup_techn...
- Question
How to install WSD - Workplace Service Delivery Professional on personal dev instance?
Hi, I get a message "install all dependent applications before installing application" when I try to install "Workplace Service Delivery Professional" on my personal dev instance. I need to procure "sn_ex_online_spoke" from the store - but I am not a...
- Question
Add custom column to list in workspace
Hello, I have a requirement to add a custom field from the sn_gf_goal table to the list of columns that I can add to the list view in the strategic planning workspace.Please let me know if its possible to get this custom field to show up as a selecta...
- Question
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