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Agent Workspace

Improve agent efficiency for faster resolution and a better customer experience.

Benefits of Agent Workspace

Improve agent efficiency

Resolve multiple issues concurrently in an optimised, intuitive layout.

Accelerate resolution

Settle issues faster with automated machine learning-based recommendations.

Mitigate major incidents early

Get notified of potentially major incidents based on issue frequency and impact.

Get more visibility and details on issues

Keep informed of updates and surface important insights with a live activity feed and analytics.

Features of Agent Workspace

Simplify incident management using a single-pane view

Single-pane view

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

Support IT agents and resolve issues with Agent Assist

Agent Assist

Close issues faster with smart, AI-assisted recommendations.

Improve customer service with integrated communication

Omni-channel communication

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

Identify major incidents with automatic notifications

Major incident identification

Get automatically notified about potential major incidents.

Additional features

Seamless handoff from chatbot

Transfer customers from Virtual Agent to a live agent with full context, when needed.

Advanced work assignment

Assign work items automatically based on agent availability, capacity, skills and context.

Automatic interaction logging

Log conversations initiated from a chat or phone call effortlessly.

AI search

Help users find answers quickly with the intelligent query feature.

Simple navigation

Multi-task and maintain context easily by navigating between records using tabs and child tabs.

Flexible layout

Let agents personalise layouts to their style by showing, hiding and resizing sections.

Global search

Find any information you need in the workspace.

Telephony integration

Integrate with a variety of telephony vendors to support inbound and outbound calls.

You might also be interested in…

Incident Management

Restore services faster with intelligent routing and built-in collaboration.

Predictive Intelligence

Simplify and accelerate everyday work with built-in machine learning.

Knowledge Management

Increase business efficiency with easy knowledge sharing and collaboration.

Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.