Agent experience
Summarize
Summary of Agent experience
The Agent Experience in ServiceNow Customer Service Management (CSM) Yokohama Release empowers your agents to efficiently assist customers across multiple interaction channels like phone, chat, messaging, and web forms. It delivers a unified, high-quality service environment that enhances productivity and case resolution effectiveness.
Show less
Key Features
- CSM Configurable Workspace: Provides agents with a single desktop interface to manage multiple cases simultaneously through tabs, with real-time visibility into issue statuses assigned to middle and back-office teams. It dynamically shows relevant contextual information and supports compact and dark modes to tailor the workspace to agent preferences.
- Advanced Work Assignment: Automatically routes and assigns work items such as chats and cases to agents based on configurable criteria including availability, skills, capacity, work history, and team relationships, ensuring that work is efficiently distributed.
- Customer Central: Offers a centralized, ready-to-use view consolidating customer-specific information from self-service activities and live interactions. It can be customized to include additional data like customer health scores, churn risk, and recent transactions to provide agents with comprehensive customer insights.
- Agent Assist: Enables agents to perform automatic searches within the workspace to quickly find relevant solutions from past cases, knowledge base articles, and other information sources, accelerating problem resolution.
- Playbooks: Guides agents through step-by-step workflows tailored to specific case types (e.g., onboarding, complaints, product support), helping them manage case lifecycles effectively and visualize the entire resolution process.
- Mobile Application: Allows agents and managers to access CSM functionality on mobile devices, enabling real-time case management, routine actions, and approvals from anywhere, improving responsiveness and flexibility.
Practical Benefits
By leveraging these features, your agents can deliver faster, more informed, and personalized customer service experiences. The unified workspace and intelligent work assignment optimize agent efficiency, while integrated tools like playbooks and agent assist simplify complex case handling. Mobile access further ensures continuous connectivity and timely resolutions, enhancing overall customer satisfaction and operational agility.
Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with the Customer Service Management application.
CSM Configurable Workspace
Your agents have one desktop for any interaction–phone, chat, messaging, web forms, and so on. Multiple tabs enable agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity.
To learn more about CSM Configurable Workspace, see Explore CSM Configurable Workspace.
Advanced Work Assignment
Define criteria and routing conditions to automatically assign work items (such as chats or cases) to agents based on their availability, capacity, skills, work history, related tasks, or account team.
To learn more about Advanced Work Assignment, see Set up an Advanced Work Assignment service channel for assigning case tasks.
Customer Central
Your agents get a ready-to-use centralized view of customer-specific information. Customer Central combines historical activity from self-service (such as knowledge base article views and Virtual Agent interactions) as well as live interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, and so on.
To learn more about Customer Central, see Customer Central.
Agent Assist
With agent assist, your agents can handle cases in the workspace, perform an automatic search that shows possible solutions in other cases, knowledge base articles, and additional information sources.
Playbooks
Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your customers resolve onboarding, complaint, and product support issues.
A playbook enables your agents to manage the life cycle of a case. The workflows that are associated with a specific type of case and the activities that must be completed to resolve cases of this type are detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow.
To learn more about playbooks, see Playbooks for Customer Service Management.
Mobile
Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly.
Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere.
To learn more about the Customer Service Management mobile application, see Mobile experience for Customer Service Management.