Product Support for Technology release notes
The ServiceNow® Product Support for Technology helps your technical support teams identify your impacted customers, communicate directly with them, escalate a case if needed, and auto-generate cases for faster issue resolution. Product Support for Technology was enhanced and updated in the Australia release.
Product Support for Technology highlights for the Australia release
Use analytics dashboards on the Service Delivery Overview page to improve usability and operational visibility.
See Product Support for Technology for more information.
중요사항:
Product Support
for Technology is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- Service delivery overview
- Use Service Delivery Overview L1 menu to access the analytics dashboards. The Service Delivery Overview enables you to access charts and summary data on metrics such as proactive cases, account escalations, SLAs, channels used, core KPIs, and more. The Service Delivery Overview page is available in Service Operations Workspace in all releases. For CSM/FSM Configurable Workspace, it is available only in the Zurich and Australia releases.
UI changes
- Service delivery overview
- The Service Delivery Overview L1 menu is added to the Service Operations Workspace and CSM/FSM Configurable Workspace.
Removed in this release
The Analytics tab is removed from the customer account view.
Activation information
Install Product Support for Technology and Proactive Service Experience Workflows by requesting them from the ServiceNow® Store.