Jumpstart Your Task Intelligence

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Jumpstart Your Task Intelligence

    The Jumpstart Your Task Intelligence Accelerator allows ServiceNow customers to integrate machine learning into their customer case management processes, enhancing both customer and agent experiences. This resource showcases the potential of Task Intelligence through demonstrations and best practices for implementation.

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    Key Features

    • Session Preparation: Provisioning a temporary instance and configuring Task Intelligence.
    • Customer Coaching Session #1 (Up to 90 minutes):
      • Overview of Task Intelligence and its configuration, including Auto-Categorization, Language Detection, and Sentiment Analysis.
      • Demonstration of functionality and tuning, along with data cleansing best practices.
      • 30 days of access to the temporary instance.
    • Customer Coaching Session #2 (Optional, up to 60 minutes): Q&A session regarding Task Intelligence.

    Key Outcomes

    To successfully implement Task Intelligence, the following roles are recommended:

    • Platform Owner: Oversees the ServiceNow platform and aligns it with business strategy.
    • System Administrator(s): Maintains platform stability and manages application support.
    • Service Desk Manager(s): Manages Service Desk operations.
    • Developer(s): Develops custom code for the platform.
    • Customer Service Agent(s): Provides expertise in customer service processes.
    • Trusted Service Partners: Attends coaching sessions to learn best practices.

    Note: The Accelerator is not available in certain restricted environments, and ServiceNow does not implement recommendations on customers’ production instances.

    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.

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

    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.
    Customer Coaching Session #2 (Optional upon Customer request - up to 60 minutes)​
    Opportunity for Q&A related to Task Intelligence

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    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.