Customer Engagement Sequences release notes
Summarize
Summary of Customer Engagement Sequences Release Notes
The ServiceNow® Customer Engagement Sequences application, introduced in the Zurich release, allows customer-focused teams to execute structured and personalized outreach to engage customers throughout their relationship with your business. This application facilitates efficient workflows and enhances customer interactions.
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Key Features
- Multi-trigger Sequences: Initiate workflows based on various record-based events with decision nodes to determine the next stage based on previous outcomes.
- Scheduled Call Activity: Automate structured call attempts for telesales, enabling agents to follow optimized processes directly from the playbook.
- Runtime Permissions: Control access to sequence records through enforced runtime permissions.
- Granular Role Framework: Assign specific roles for sequence management, including admins, writers, executors, and readers for effective access control.
- No-code Interface: Admins can configure multi-step sequences without needing developer assistance, simplifying the setup process.
- Predefined Activities: Provide agents with consistent messaging and dynamic adaptation to customer responses, enhancing engagement and reducing manual follow-ups.
Key Outcomes
By utilizing the Customer Engagement Sequences application, organizations can expect improved customer engagement through optimized outreach processes, personalized interactions, and enhanced team collaboration across territories. The new functionalities promote consistency in communications, reducing the likelihood of missed follow-ups while enabling teams to share high-performing sequences effectively.
Activation Information
To install Customer Engagement Sequences, request it via the ServiceNow Store. This application is essential for teams looking to enhance their customer engagement strategies.
UI Changes
The new Coral theme is the default for new portal, web, and mobile experiences, offering a modern look and a dark theme option to improve readability and user experience.
The ServiceNow® Customer Engagement Sequences application enables customer-focused teams to execute structured, personalized outreach and follow-up activities to engage customers throughout the time they’re associated with your business. Customer Engagement Sequences is a new application in the Zurich release.
Customer Engagement Sequences highlights for the Zurich release
- Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions.
- Control access to various features and capabilities using the new granular roles.
- Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect.
- Automate and personalize customer journeys with a no-code playbook interface and guided task flows.
- Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns.
See Customer Engagement Sequences for more information.
Customer Engagement Sequences features
- Multi-trigger sequences with decision branches for stages
- Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage.
- Schedule call activity for telesales workflows
- Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows.
- Runtime permissions and fine-grained access control
- Enforce runtime permissions to control access to sequence records such as sequence tasks and steps.
- Granular role framework
- Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see Compatibility information for Customer Engagement Sequences.
- Review sequences in Workflow StudioView sequences
- Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization.
- No-code interface for admins to configure sequences
- Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers.
- Sequence tasks with predefined activities for agents
- Predefined activities provide the following advantages to your agents:
- Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses.
- Follow a repeatable, optimized process for engaging prospects or customers.
- Avoid communications from sounding generic and improve engagement rates by customizing a prospect’s name, company, and other details.
- Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Activation information
Install Customer Engagement Sequences by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.