Manage people and work

Use these applications to help streamline communications and manage work assignments and interactions.

Advanced Work Assignment Handle team assignments, route workflow, and provide user assistance.	Omnichannel Callback Connect users and agents with callback service options.	Zoom extension for Omnichannel Callback Enables other ServiceNow® applications to display a Zoom callback option.
Proactive Triggers Provides helpful platform actions, using real-time data.

Advanced Work Assignment (AWA)

Maintain and improve your business workflow on the ServiceNow AI Platform. Advanced Work Assignment has options to assign tasks to teams and individual personnel based on availability and demand, as well as their skill levels. Give users the best service possible, with service messaging and role management handled on-the-fly for each task or assignment.

Omnichannel Callback

Expand your service contact opportunities with Omnichannel Callback. This module lets agents contact users back when they make calls for help or service requests during high-activity periods. Display or announce callback options in other apps on the ServiceNow AI Platform, configure callback options to route users to live or virtual agents, and more.

Zoom extension for Omnichannel Callback

The Zoom extension for Omnichannel Callback app is a ServiceNow AI Platform capability that enables users to request a callback over Zoom when the agent wait time is long, or agents are unavailable. Agents and users can collaborate over a Zoom meeting at a date and time requested by users.

Proactive Triggers

Proactive Triggers supports end users by providing helpful platform actions, using real-time data. Admin users can customize rules and actions to present rich text pop-up messages to specific users.