Intelligent Task Recommendation

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The ServiceNow® Intelligent Task Recommendation feature helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.

    Key Features

    Set up Intelligent Task Recommendations to efficiently recommend tasks to agents based on defined policies and filtering conditions. Determine the applications through which you can access task recommendations. Intelligent Task Recommendations offer several key features that enhance scheduling efficiency:
    • Gap Filling: When invoked in Dispatcher Workspace or ServiceNow Agent Mobile Application, Intelligent Task Recommendations identify gaps in agents' schedules and recommend tasks to fill these gaps, maximizing agent utilization.
    • Selection Criteria: Recommended tasks must meet specific selection criteria, including being in the Pending Dispatch state, falling within the agent's coverage area, and having an estimated work duration within the selected time window.
    • Utilization Optimization: By recommending tasks that align with agents' availability and skills, Intelligent Task Recommendations optimize agent utilization, minimizing idle time and maximizing productivity.