Self-Service and Omnichannel engagement for CSM release notes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read
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    Summary of Self-Service and Omnichannel Engagement for CSM Release Notes

    The Washington DC release of ServiceNow® enhances Omnichannel support, enabling customers to engage via chat on Self-Service portals, consumer messaging apps, email, or phone. This update focuses on improving user experience and streamlining case management processes.

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    Key Features

    • Improved Activity Stream: Enhanced UI for better monitoring of case-related activities.
    • Guided Intake: Implement guided processes for case records using Process Automation Designer (PAD).
    • Amazon Connect Integration: Streamline voice call routing using Advanced Work Assignment (AWA).
    • Playbooks for Portals: Customers can visualize case life cycles and manage pending tasks directly from service portals.
    • Self-Service Onboarding: Customers can create guided requests and track case progress at their convenience.
    • Font Size Configuration: Administrators can adjust chat header and body font sizes in Virtual Agent chats.
    • New Configurable Portal Widgets: Introduced widgets for displaying quick actions and taxonomy topics.
    • Tiny MCE Editor Enhancements: New tools to support rich content in case conversations.
    • Unified Consumer Profiles: Access to all Consumer Service Portal menus is streamlined for external and internal users.

    Key Outcomes

    These enhancements empower ServiceNow customers to improve engagement and streamline processes, resulting in a more efficient case management experience. The integration of tools like Engagement Messenger and advanced routing capabilities ensures that customer interactions are seamless and effective. Customers can expect a more intuitive interface and better support for self-service initiatives, ultimately leading to enhanced satisfaction and productivity.

    With ServiceNow® Omnichannel support, your customers can use chat on Self-Service portals or consumer messaging apps to connect with your business, or connect using email or phone. ServiceNow® Omnichannel and Self-Service applications were enhanced and updated in the Washington DC release.

    Omnichannel and Self-Service highlights for the Washington DC release

    • Monitor case-related activities more effectively using the improved activity stream UI on the case view.
    • Implement guided intake for case records that have a Playbooks (PAD) process associated with them​.
    • Navigate through the playbook steps to complete the intake process. Additionally, your customers can view a case with an end-end visualization of the case life cycle.
    • Streamline the integration of voice calls from Amazon Connect with your ServiceNow® instance by using Advanced Work Assignment (AWA) as the routing engine.
    • Provide more support by integrating with Virtual Agent.

    See Omnichannels for communicating with customers, Self-service for Customer Service Management, and Playbooks for Portals for more information.

    Important:
    Engagement Messenger, playbook, and Omnichannel are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Washington DC release

    Playbooks for Portals
    Provide your customers with Customer Service Management (CSM) playbooks on service portals to create new cases with a similar process-based experience as agents. Your customers can visualize the end-to-end case life cycle when viewing the case on the service portal, and view and act on pending tasks in the context of the case process.
    Onboarding with Self-Service
    Enable customers to create self-service guided requests, submit cases at their own pace and continue working on them later, and track the progress of cases through a new Playbooks (PAD) process, Onboarding with Self-Service.
    Configure font size for chat
    Change the font size (regular, medium, large) for the chat header and chat body that customers see in a Virtual Agent chat. As an administrator, you can preview the font size in real-time in the preview section before applying a chat configuration for a Virtual Agent chat.
    Using Configurable Portal widgets
    The following new widgets were added to the available Configurable Portal widgets:
    • Portal Object widget: Display quick actions and key information of a record in the widget, which displays the information based on the sys_id of a record.
    • Portal Taxonomy topics widget: Display the first level of taxonomy topics as cards in the widget. When users access these cards, they’re redirected to a page that displays knowledge articles and catalog items related to a taxonomy topic.
    Set up Engagement Messenger
    Extend self-service capabilities such as case management, Knowledge, AI Search, Virtual Agent and Live Agent chat on your mobile applications.
    New tools in Tiny MCE editor
    The following new tools in the Tiny MCE editor provide enhanced support for rich content displayed in the case conversation view:
    • Undo
    • Redo
    • Font color
    • Text highlight
    • Indent
    • Outdent
    • Hyperlink
    • Unlink
    • Table
    • Image
    • Code sample
    Advanced Work Assignment (AWA) Voice Routing for Amazon Connect
    Use Advanced Work Assignment to route any voice call made from Amazon Connect.
    Unified Consumer profile access to Consumer Service Portal menus

    A unified profile through the Unified Consumer feature, which includes both the external (snc_external) and internal (snc_internal) user roles, provides access to all menus on the Consumer Service Portal. Previously, access to specific menus depended on whether the user profile had the external or internal role.

    UI changes

    Activity stream view in rich content editor
    More efficiently track case-related activities through an enhanced activity stream view.

    Changed in this release

    Portal Mega Menu widget
    The Portal Mega Menu widget has the following enhancements:
    • Enables you to access and navigate through a wide range of menu items on your mobile device using the Portal Mega Menu widget.
    • Display a cart, wish list, guided tour, or scripted lists such as notification, approval, or survey on the header of your portal.

    Activation information

    Install the Engagement Messenger, playbook for CSM, and Omnichannel applications by requesting them from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Additional requirements

    Starting with the Vancouver release, the chat client was enabled by default only for authenticated users. To enable the chat client for unauthenticated users to be able to access Virtual Agent chat and Live Agent chat, you must enable the $sn-va-web-client-app and sn_va_web_client_app_embed pages for public access. For more information, see Make UI pages public or private.

    Browser requirements

    Internet Explorer is not supported.

    Related ServiceNow applications and features

    Field Service Management
    Integration with the ServiceNow® Field Service Management application enables you and your customers can perform the following tasks:
    • Field service technicians can view customer account and contact information on work orders and work order tasks in the Field Service Management application.
    • Customer service agents can create work orders from cases in the Customer Service Management application.
    • Customers and consumers can view case-related work orders from the Customer Service Portal and Consumer Service Portal.
    Knowledge Management
    From the Customer Service Portal and Consumer Service Portal, enable your customers to search for shared information using the ServiceNow® Knowledge Management application. Customer service agents can resolve cases with Knowledge content.
    IT Service Management applications
    Customer Service Management includes integrations with the following ServiceNow® Service Management applications: Incident Management, Problem Management, Change Management, and Request Management. With these integrations, you can create incident, problem, change, and request records from customer service cases. Customers can also submit requests from the Customer Service Portal.