Agent Workspace

Solve issues faster with a workspace built to facilitate resolutions. From a single view, get full context and AI-assisted recommendations to resolve issues quickly.

Your command center for taking action.

What you get with Agent Workspace

Improve agent efficiency

Work on multiple issues concurrently with an optimized, intuitive layout.

Speed resolution

Resolve issues faster with automated suggestions based on machine learning.

Proactively identify major incidents

Get notified of potential major incidents based on issue frequency/impact.

Give agents greater visibility

Keep agents informed of all updates related to an issue with a live activity feed.

App highlights

Single-pane view

See all details related to an issue in one place, neatly organized by tabs.

Integrated communication channels

Communicate easily with customers from the same interface while reviewing issues.

Agent assistance

Close cases and incidents faster with AI-assisted recommendations.

Major incident

Get notified automatically about potential major incidents.

What you get

View Details

Seamless handoff from chatbot

Transfer customers from Virtual Agent to a live agent when needed.

Advanced work assignment

Automatically assign work items based on agent availability, capacity, and skills.

Automatic interaction logging

Automatically log conversations initiated from a chat or phone call.

Agent assistance

Use Agent Assist to display applicable solutions in the sidebar for easy reference.

Get ahead of big problems

Intelligently identify and raise a major issue or incident with one click.

Flexible layout

Agents can personalize the layout by showing, hiding, and resizing sections.

Tabbed interface

Navigate between records using tabs and easily maintain context with child tabs.

Global search

Find anything in the workspace or perform contextual search within a form.

Feature details

Close Event Overlay.
Advanced Work Assignment
Automatically assign work items based on agent’s availability, capacity and skills.
Agent assistance
Take advantage of built-in recommendations based on machine learning to get suggested solutions to issues from similar incidents in the past. Configure Agent Assist to present answers from a variety of sources, including knowledge base articles, social Q&As, service catalog items, and community discussions. Display the suggestions in the sidebar for easy reference.
Automatic interaction logging
Automatically log conversations initiated from a chat or phone call. If needed, easily create a case or incident from the interaction.
Flexible layout
Agents can personalize the layout by showing, hiding, and resizing sections.
Get ahead of big problems
Intelligently identify and raise a major issue or incident with one click.
Global search
Find anything in the workspace or perform contextual search within a form.
Tabbed interface
Use separate tabs within the workspace to easily navigate between records. Open additional information about cases in child tabs with complete context.
Seamless handoff from chatbot
Connect Agent Workspace with Virtual Agent to easily transfer customers to a live agent when needed and provide all chat details for the agent’s review.

How to get Agent Workspace

Agent Workspace is available as part of these ServiceNow® products.
IT Service Management (ITSM) Consolidate fragmented legacy tools and transform your IT services end to end.
Customer Service Management Connect customer service with other teams to resolve issues quickly and proactively.
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