Jumpstart Your Task Intelligence
Summarize
Summary of Jumpstart Your Task Intelligence
The Jumpstart Your Task Intelligence Accelerator is designed to demonstrate the capabilities of Task Intelligence within ServiceNow, specifically enhancing customer case management through machine learning. It enables customers to improve both customer and agent experiences by leveraging features such as auto-categorization, language detection, and sentiment analysis. This offering provides a practical demonstration of these capabilities along with best practices for implementation.
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This Accelerator is available to customers with the Impact Guided, Advanced, and Total packages.
Key Features
- Temporary Instance Provisioning: Customers receive a temporary instance with 30 days of access to explore Task Intelligence functionalities.
- Task Intelligence Activation and Configuration: Includes setup and tuning of key features like auto-categorization, language detection, and sentiment analysis.
- Customer Coaching Sessions: Two sessions are offered:
- Session #1 (up to 90 minutes): Covers an overview of Task Intelligence, configuration guidance, demonstration of features, tuning, and data cleansing best practices.
- Session #2 (optional, up to 60 minutes): Provides an opportunity for Q&A based on customer requests.
- Data Analysis: Analysis of current case data to tailor the Task Intelligence setup.
Customer Roles and Responsibilities
Successful use of the Accelerator involves collaboration among several roles:
- Platform Owner (Required): Accountable for overall platform governance and alignment with business strategy.
- System Administrator(s) (Required): Responsible for platform stability, maintenance, and configuration tasks.
- Service Desk Manager(s) (Recommended): Provides subject matter expertise on service desk operations.
- Developer(s) (Recommended): Supports platform customization and coding needs.
- Customer Service Agent(s) (Recommended): Offers insight into customer service processes and requirements.
- Trusted Service Partners (Recommended): Participate in coaching sessions and may support ongoing implementation.
Important Considerations
- The Accelerator may not be available in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or managed service providers (except for internal use).
- ServiceNow does not implement Task Intelligence recommendations directly on customer sub-production or production instances; this responsibility remains with the customer.
The Jumpstart Your Task Intelligence Accelerator provides a demonstration of the possibilities and capabilities of Task Intelligence.
Overview
Jumpstart Your Task Intelligence enables customers to leverage Task Intelligence to infuse machine learning into customer case management processes to significantly enhance customer & agent experience. This Accelerator provides an overview of the art of the possible with Task Intelligence, including an applied demonstration of capabilities , as well as leading practices on getting started. For more information on Task Intelligence, see Task Intelligence.
Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.
What You Get
- Session Preparation
- Provision a temporary instance
- Activate and configure Task Intelligence
- Analyze current case data
- Customer Coaching Session #1 (Up to 90 minutes)
- Includes the following:
- An overview of Task Intelligence and solution configuration:
- Auto-Categorization
- Language Detection
- Sentiment Analysis
- Demonstration of functionality and tuning
- Discussing data cleansing leading practices
- Key resources and guides
- 30 days of access to the temporary instance is provided.
- An overview of Task Intelligence and solution configuration:
- Customer Coaching Session #2 (Optional upon Customer request - up to 60 minutes)
- Opportunity for Q&A related to Task Intelligence
Requested Customer Resources
| Customer Resource | Responsibilities |
|---|---|
| Platform Owner (Required) | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. |
| System Administrator(s) (Required) | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. |
| Service Desk Manager(s) (Recommended) | Subject matter expert responsible for managing the Service Desk(s). |
| Developer(s) (Recommended) | Writes code for the ServiceNow platform. |
| Customer Service Agent(s) (Recommended) | Subject matter expert responsible for ServiceNow Customer Service. |
| Trusted Service Partners (Recommended) | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. |
Requested Information
Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html
Exceptions
This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal use).
ServiceNow is not responsible for implementing Task Intelligence recommendations on Customer’s sub-production or production instances.