Domain separation in Workforce Optimization for Customer Service
Summarize
Summary of Domain separation in Workforce Optimization for Customer Service
Domain separation in Workforce Optimization for Customer Service provides the capability to logically segregate data, processes, and administrative tasks into distinct domains. This ensures that users can only access and view data relevant to their assigned domain, supporting multi-tenant environments such as service providers managing multiple customers. It applies comprehensively across all features of the application, including user interface, reporting, caching, and business logic, without requiring any manual setup or configuration.
Show less
Key Features
- Comprehensive Data and Process Separation: Data, logic, processes, and administrative tasks are separated to maintain domain integrity and privacy.
- Runtime Support: Domain separation is enforced during application runtime, ensuring correct data segregation dynamically.
- Support Across Modules: Domain separation is implemented in Channel Management (work items and reports), Scheduling (agent schedules and related tables), Teams (manager views limited to domain users), Skill Recommendation, and Coaching.
- Domain-Specific Work Items: Work items such as cases and interactions are visible only within the selected domain, with work assignments routed accordingly.
- Domain-Separated Tables: Specific tables are domain-separated per functional area, ensuring proper data partitioning such as service channel reports, scheduling plans, team management, and skill recommendations.
- Multi-Tenant Enablement: Supports service providers managing multiple tenants, ensuring responses and data are correctly visible to appropriate tenant customers.
Practical Impact for ServiceNow Customers
Implementing domain separation allows ServiceNow customers using Workforce Optimization for Customer Service to securely manage multiple tenants or business units within a single instance. It controls data visibility and access, ensuring compliance with privacy and operational requirements. Customers can expect seamless segregation of data and processes across all application features without additional setup, simplifying administration and reducing risk of data leakage between domains.
For customers deploying Channel Management, Scheduling, Teams, Skill Recommendation, or Coaching capabilities, domain separation ensures that all related data and tasks remain isolated to their respective domains, supporting efficient multi-tenant operations and clear operational boundaries.
Domain separation is supported in Workforce Optimization for Customer Service. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Domain separation in Workforce Optimization for Customer Service is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process.
Support level: Basic
- Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
- The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
- The owner of the instance must set up the application to function across multiple tenants.
Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.
For more information on support levels, see Application support for domain separation.
How domain separation works in Workforce Optimization for Customer Service
Domain separation in Workforce Optimization for Customer Service does not require any setup or configuration.
Domain separation for Channel Management in Workforce Optimization for Customer Service
The work items, such as cases, interactions, and their associated actions, appear based on the selected domain. For information on how work assignments are routed based on domain in Channel Management, refer to Domain separation and Advanced Work Assignment
- Service Channel Reports [m2m_awa_service_channel_report]
- Queue Reports [m2m_awa_queue_report]
Domain separation for Scheduling in Workforce Optimization for Customer Service
When an agent schedule is generated and assigned to an agent, the schedule is only available in the domain that agent belongs to.
- sn_shift_planning_agent_schedule
- sn_shift_planning_agent_schedule_request
- sn_shift_planning_break
- sn_shift_planning_day
- sn_shift_planning_event
- sn_shift_planning_schedule_plan
- sn_shift_planning_schedule_shift
- sn_shift_planning_schedule_shift_agent
- sn_shift_planning_shift_plan
- sn_shift_planning_shift_swap_request
Domain separation for Teams in Workforce Optimization for Customer Service
The sn_wfo_add_manager table is domain separated. When users are added as additional managers, those users can only view users within that domain.
Domain separation for Skill Recommendation in Workforce Optimization for Customer Service
- sn_sre_task_predicted_skill
- sn_sre_user_predicted_skill
Domain separation for Coaching in Workforce Optimization for Customer Service
For information on how domain separation works in Coaching for Workforce Optimization for ITSM, refer to Domain separation and Coaching.