(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.