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 logical separation of data, processes, and administrative tasks into distinct domains. This allows ServiceNow customers to control user access and visibility of data based on domain affiliation, ensuring data isolation across multiple tenants or organizational units. Domain separation applies comprehensively across the application, including user interface, caching, reporting, rollups, and aggregations, supporting service provider use cases where multiple tenants operate within the same instance.
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Key Features
- Fully integrated domain separation: Automatically applies to all Workforce Optimization for Customer Service features without requiring additional configuration.
- Work item segregation: Cases, interactions, and related actions appear only within the context of the selected domain, facilitating domain-specific work routing and visibility.
- Channel Management: Domain-separated reporting tables enable isolated reporting and analytics per domain.
- Scheduling: Agent schedules and related scheduling tables are domain-separated, ensuring schedules are visible only to agents within their domain.
- Team management: Additional managers are restricted to viewing users within their domain, supporting domain-specific team oversight.
- Skill Recommendation and Coaching: Tables related to skill prediction and coaching are domain-separated, maintaining data privacy and relevance per domain.
Practical Implications for ServiceNow Customers
Customers leveraging Workforce Optimization for Customer Service can confidently implement domain separation to support multi-tenant environments or organizational divisions without manual setup. This ensures that data and operational processes remain isolated and secure, while enabling effective service delivery and management within each domain. For example, service providers can maintain separate interactions and reporting for each tenant, while agents and managers only access domain-relevant information. This capability streamlines administration, enhances data security, and supports scalable workforce optimization across complex organizational structures.
Additional Information
Domain separation support levels are basic, focusing on ensuring correct data routing and runtime enforcement. Customers managing service providers or multi-tenant scenarios should reference related topics for advanced work assignment and coaching domain separation practices.
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