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Agent Workspace

Improve agent efficiency for a better customer experience.

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Agent Workspace

Solve issues faster with a workspace built to facilitate resolution. From a single pane view, service desk agents can respond to cases, view the full issue context, and get relevant recommendations.

Your command center for taking action.

What you get with Agent Workspace

Improve agent efficiency

Enable agents to work on multiple issues concurrently with an optimized, multi-tab layout.

Speed resolution

Help agents resolve issues with automated suggestions based on machine learning.

Increase customer satisfaction

Reduce frustration and keep your customers happy by solving issues and requests faster.

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 with customers from the same interface while reviewing their issue.

Agent assistance

Get solutions relevant to a specific case or incident for faster resolution.

Activity stream

Stay on top of issues with related, real-time activity updates.

What you get

View Details

Tabbed interface

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

Heads-up ribbon

Configure the ribbon display to view useful information at a glance.

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.

Seamless handoff from chatbot

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

Global search

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

Feature details

Close Event Overlay.
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.
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.
Ribbon
View useful information at a glance in a configurable area of the workspace form. The ribbon displays graphical information about the record, including the timeline, user or customer summary, and SLAs.
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 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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