Xanadu |
No updates for this release. |
Yokohama |
- Business Portal
- Support your customers through the Business Portal self-service capabilities, such as knowledge articles, service catalogs, case management, Virtual Agent, and others. Help reduce maintenance effort through low-code configurations on pages with configurable widgets.
- Email as an Interaction
- Enhance case management with the Email as an Interaction feature.
- Transform emails into interactions, enabling customer communication to be tracked in a central location and help avoid unnecessary case creation.
- Manage straightforward customer inquiries via email, create cases for more complex issues, or link emails to existing cases.
- Notify agents on email responses received from customers.
- Contact Center Integration Core
- As an admin, import data automatically from a third-party contact center as a service (CCaaS) application to facilitate external routing and third-party telephony integration in their ServiceNow® instance.
Note: The Contact Center Integration Core is a framework that includes voice call features, which doesn't work unless CCaaS implements
it.
- Import records such as queues, skills, and wrap-up codes from a third party into your ServiceNow instance.
- Maintain data consistency between your ServiceNow instance and third-party systems. Verify that chats and cases are routed to the correct agent and that the correct wrap-up codes are available when dispositioning an interaction.
- Interaction Controls Component (ICC)
- As an agent, manage calls, such as muting, holding, and transferring, directly within the Configurable
Workspace. As a part of the new Voice interaction page experience, the ICC framework helps improve workflow efficiency and promotes a consistent agent experience across all channels.
Note: ICC must be integrated with your specific Contact Center as a Service (CCaaS) plugin to establish the telephony connection. Connect customers with field agents or
third-party support teams in the embedded call interface. Choose between the following transfer options:
- Consult transfer: Share the call context with the external contact before transferring the customer.
- Blind transfer: Immediately transfer the call to the external contact.
- OpenFrame Integration to Interaction Controls Component (ICC)
- ICC is a new component for a native call controls interface embedded in Agent Workspace. With the ICC component, you can do the following:
- Create the state context in OpenFrame to read the state of idle and active call state, and the state of the transfer.
- Provide iframe sandbox parameters to allow iframe access to security features and to enable additional iframe restrictions.
- Create an extension point implementation to create and get phone log segments.
- Integrating Conversational SMS with AWS End User Messaging
- Integrate the ServiceNow SMS channel with AWS end-user messaging to engage in conversations with Now Virtual Agent and live agents to address and resolve any customer queries or issues.
|
Zurich |
- Amazon Connect for voice calls via ICC
- Manage Amazon Connect calls directly in the CSM Configurable Workspace voice Interaction record page. This integration supports inbound and outbound call flows, presence management, and call transfers without switching applications.
- Selecting queues for outbound calls
- Enable agents to designate a specific queue for their
outbound calls directly from the keypad or the phone directory in the Global Call window to improve routing and reporting. This provides a streamlined search interface that enables agents to find and select a single queue that
can be applied across all outbound dialing methods.
- Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API
- Connect directly to WhatsApp Cloud API for more reliable, feature-rich customer support without third-party dependencies. The key capabilities include the following:
- Send and receive text messages for direct customer communication.
- Exchange images, videos, audio files, and documents for clearer, more contextual conversations.
- Simplify customer input with list pickers and location sharing.
- View typing indicators for more natural conversational flow.
- Automatically capture and record customer opt-in and opt-out messages to ensure compliance with WhatsApp's messaging policies.
- Defining CCaaS callbacks
-
- Offer callers a callback option that lets them retain their position in the queue and receive a call when an agent is available. Alternatively, callers can choose a specific date and time for the callback, also known as
scheduled callback.
- As an agent, view callback requests in the order that they're received.
- CCaaS callback features
- As an agent, address callback requests from the CSM Configurable Workspace. Initiate callbacks and manage active calls with the Callback context card and Callback Actions component on the voice interaction page.
On the Callback actions component, you can
use the Call number option to initiate a call; alternatively, the call can be initiated automatically at the end of the preview timer when enabled. After the call has ended, the Close
callback option closes the callback interaction and changes the status to Closed complete. Agents can also retry the callback as needed. Monitor the callback life cycle and capture the preview time that
measures the time between when an agent accepts the callback request and the agent dials out the customer.
- Global call list
- Switch between workspaces using the global call list. As a CSM agent, you can accept calls and open interaction records in supported, unsupported, or default workspaces.
- Phone directory
- Access the embedded phone directory in your CSM Configurable Workspace via Interaction Controls Component (ICC) to make outbound calls to external and internal contacts.
- Call resiliency
- Route phone calls to the CSM Configurable Workspace without creating an interaction record, helping agents handle calls even during connectivity issues.
- Voice Controls Simulator tool
- Test and validate voice call UI flows in the CSM Configurable Workspace to ensure CCaaS partners have clear insights into their supported voice control capabilities.
- Monitoring calls
- Enable supervisors to monitor, coach, and barge-in on calls in real time by integrating ServiceNow's native voice call feature within an active call interface.
|
Australia |
- Web Embeddables
- Embed ServiceNow components into any third-party website or web application to extend the ServiceNow AI Platform capabilities. You can use a library of default configurable components or create custom components.
You can configure and embed the following ServiceNow components on the third-party websites:
- Case list: Displays a comprehensive list of cases along with their key details.
- Case view: Shows a detailed view of case and case-related activities. You can display relevant playbooks when created for the case record.
- Case create: Displays a form to create a case to address issues related to products and services.
- Catalog item: Request Service Catalog items or services.
- Knowledge article view: Displays knowledge articles along with key details like title, content, author, view count, read time, and more. You can also rate the article and switch the display language.
- Data visualization: Shows a graphical representation of information from any ServiceNow AI Platform table using visual elements such as single score, pie, donut, and semi donut charts.
- Playbook intake: Enable your users to submit cases using the Playbook guided experience. Systematically capture case details and display stages, and activities involved in resolving the case.
- Catalog browse: Browse and search Service Catalog items from different catalogs and categories within a third-party website.
- Object list: Display records from different tables with their related actions in a list format.
- Amazon Connect for voice calls via ICC
- Manage Amazon Connect calls in the CSM Configurable Workspace voice Interaction record. The integration supports inbound and outbound call flows, presence management, and transfers without switching applications.
- Supervisor call monitoring
- Monitor, coach, and join agent calls from the CSM Configurable Workspace without having to switch to the CCaaS desktop. All supervisor actions are automatically logged for auditing and reporting purpose.
- Agent help request for voice calls
- Empower agents to request supervisor assistance during calls by selecting the Help Request button. Agents can specify reasons why they are calling for help to provide more context to the supervisor
before the supervisor responds, and receive notifications when supervisors coach or join. All help request data is captured for reporting for data-driven coaching. Some other key features include the following:
- Configure phone directory to show or hide Agents, Queues, or External tabs based on CCaaS provider settings. Agents see tabs enabled by the CCaaS provider, preventing transfers to unsupported numbers.
- While handling a customer call, agents can now see accurate availability status for other agents, supporting informed transfer decisions. Agent availability status updates in the transfer list and phone directory in
real-time during call transfers.
- Use AI to generate wrap up code and notes summary
- Automatically suggest a wrap-up code and generate an interaction summary based on conversation transcripts by using Now Assist, which reduces manual documentation time and contributes to consistent record-keeping. Choose automatic or agent-initiated generation to fit your workflow.
- Use Consumer Portal
- Support your consumers through the Consumer Portal self-service capabilities such as knowledge articles, service catalogs, case management, Virtual Agent, and others. These capabilities help reduce maintenance effort through low-code configurations on pages with configurable widgets.
- Native callback features
- Callback management enables agents to schedule callbacks on behalf of customers. The key features include:
- Enable agents to schedule callbacks from any interaction or case.
- Equip agents to reschedule or cancel callbacks from the callback record page with proper state tracking.
- Facilitate agents to view scheduled callbacks in the list view so they can open the individual callback record page.
- Enable agents to view and manage scheduled callbacks for the current interaction or case in the contextual side panel.
- Email interaction feature: Wrap up of email interactions
- Note the following capabilities introduced for wrapping up email interactions:
- Introduction of wrap‑up modal for Advanced Work Assignment (AWA) and CCaaS‑routed email interactions with internal wrap‑up codes configurable by admins.
- Automatic closure of inactive interactions with system-assigned wrap-up codes in multiple scenarios:
- When agents create a case from an email interaction.
- When the wrap-up modal times out without agent submission.
- When customers don’t respond within the defined follow-up period.
- Email interaction feature: Outbound Interaction from agent-initiated email
- The new capabilities for outbound interactions initiated by agents through email are:
- Initiate outbound email interactions from contact or consumer records by selecting email addresses or using the Compose Email UI option, opening a modeless email composer with the recipient's email address auto
populated.
- Automatic creation of Work‑In‑Progress (WIP) outbound email interactions when agents initiate an email to a customer.
- Preserve email drafts when agents navigate away, and automatically close interactions that show no sent or received email activity and contain only unsent drafts within a rolling 30‑day period. Any agent activity on the
draft resets the 30‑day window.
- Consolidate multiple agent‑initiated drafts into a single, unified interaction within service workflows, with ownership assigned to the sending agent. You can optionally configure the system to create separate
interactions for each draft for the same contact.
- Configurable reminder windows for sending automated reminder emails when customers don’t respond.
- Customer response notifications on the ongoing tab and interaction linking in contact or consumer related lists for seamless conversation tracking.
- Email interaction feature: Transfer Email Interactions routed by CCaaS
- Transfer CCaaS‑routed email interactions to another agent or queue, improving accurate handoff and workload distribution.
|