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(3) Customer Workflows - whats new in Quebec release !

Customer workflows

Connect your customer operations to boost loyalty.



Customer Service Management

  1. Engagement Messenger: Extend customer self-service experience to web or mobile web. Deploy quickly with no/low code configuration to empower customers with Virtual Agent, AI Search, chat, cases, and service catalog.

  2. Mobile messaging channels: Enable branded, interactive mobile experiences directly in customer messaging apps including Facebook Messenger, WhatsApp (requires a Twilio contract), and LINE.

  3. Workforce Optimization: Manage real-time progress of work done across teams. Take action to improve visibility of agent workload, performance, and overall operations.

  4. Process Optimization content pack for CSM: Analyze and improve customer service processes using ServiceNow audit log data. Identify bottlenecks, redundancies and automation opportunities.

  5. Contributor user: Deliver unified support for internal and external customers. Enable employees to request support for self, customer, or location using case.

  6. CSM Configurable Workspace: Configure page layouts and components in UI Builder. Provide flexible configuration to suit varied customer requirements.

  7. Guided decision enhancements: Empower agents to solve complex issues faster by recommending decision trees as next best actions. Nest decision trees to improve reuse.


Field Service Management

  1. Dispatcher Workspace: Improve the dispatcher experience with a modern user interface. Dispatch faster with all vital data displayed in a single configurable screen.

  2. Field Service capacity and reservations management: Define capacity and task types of internal or external groups. Schedule work automatically based on defined capacity.

  3. Predictive Intelligence: Use machine learning to discover trends and issues with work order clustering. Identify similar work orders or relevant knowledge articles to resolve issues quickly.

  4. Offline knowledge articles on mobile: Access information from remote locations. See knowledge articles in a native mobile format. View attachments such as images and videos.

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