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 enables the segregation of data, processes, and administrative tasks into logical domains, allowing you to control user access and visibility across these domains. This separation applies to all features of the application, including data, business logic, and processes, ensuring that data is properly isolated for multi-tenant or service provider use cases. The feature supports runtime enforcement of domain boundaries across the user interface, caching, reporting, and aggregations without requiring additional setup or configuration.
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Important: The Legacy Workforce Optimization is being deprecated starting with the Tokyo release and will no longer be available on new instances, though it remains supported for existing ones.
Key Features
- Comprehensive domain separation: Applies to data, logic, processes, UI, reporting, and caching.
- Multi-tenant support: Enables service providers to manage communications and data visibility between tenants and customers securely.
- Channel Management: Work items like cases and interactions are displayed based on the selected domain. Domain-separated tables include service channel and queue reports.
- Scheduling: Agent schedules are domain-specific, ensuring agents only see schedules in their domain. Numerous scheduling tables are domain separated.
- Teams: Additional managers can only view users within their domain, supported by domain separation on the relevant tables.
- Skill Recommendation: Skill-related predictions and user skill data are domain separated to maintain data isolation.
- Coaching: Domain separation in coaching aligns with principles established in Workforce Optimization for ITSM, ensuring consistent domain isolation.
Practical Implications for ServiceNow Customers
By leveraging domain separation, customers can confidently implement Workforce Optimization for Customer Service in environments requiring strict data segregation, such as multi-tenant service providers. This ensures data privacy, tailored user access, and appropriate visibility in reporting and operational workflows without manual configuration. Customers should be aware of the deprecation of Legacy Workforce Optimization and plan accordingly for upgrades.
For functional details, customers can refer to related documentation on domain separation in Channel Management, Advanced Work Assignment, and Coaching to understand how domain separation integrates with these features.
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.