Manage people and work capabilities
Summarize
Summary of Manage People and Work Capabilities
This content outlines various applications designed to enhance communication, manage work assignments, and evaluate employee skills within the ServiceNow platform. Key functionalities include Advanced Work Assignment, Skills Management, Omnichannel Callback, E-signature, Interaction Management, and ServiceNow Voice, all aimed at improving workflows and service experiences.
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Key Features
- Advanced Work Assignment: Streamlines task assignments based on team availability and skill levels, enhancing workflow efficiency.
- Skills Management: Assesses and tracks employee skills, identifies knowledge gaps, and aids in targeted training and hiring efforts.
- Omnichannel Callback: Allows agents to return calls to users during peak periods, improving service accessibility.
- E-signature: Facilitates secure digital signatures for documents across devices, enhancing document management processes.
- Interaction Management: Centralizes communication channels, allowing calls and chats to be managed through a unified system.
- ServiceNow Voice: Integrates with third-party call systems to optimize service call handling and provide actionable analytics.
Key Outcomes
By leveraging these capabilities, ServiceNow customers can expect improved task management, enhanced service delivery, and better alignment of employee skills with organizational needs. These tools collectively support a more efficient and effective service environment, ultimately leading to higher customer satisfaction and operational excellence.
Use these applications to help streamline communications, manage work assignments and interactions, and assess employee skills.
Advanced Work Assignment (AWA)
Maintain and improve your business workflow on the ServiceNow AI Platform. Advanced Work Assignment has options to assign tasks to teams and individual personnel based on availability and demand, as well as their skill levels. Give users the best service possible, with service messaging and role management handled on-the-fly for each task or assignment.
Skills Management
Track the skills that your teams use and need the most, associate skills with groups or individuals, and improve your training and hiring all with this module. Skills Management helps you manage data on various defined proficiencies or sets thereof. Create efficient skill assessments and associate them with teams or single personnel for improved task assignment, find and address knowledge gaps in your organization, and tailor your hiring and training plans.
Omnichannel Callback
Expand your service contact opportunities with Omnichannel Callback. This module lets agents contact users back when they make calls for help or service requests during high-activity periods. Display or announce callback options in other apps on the ServiceNow AI Platform, configure callback options to route users to live or virtual agents, and more.
E-signature
Handle electronic signatures and acknowledgments with E-signature. Use desktop or mobile interfaces to sign documents and knowledge base articles. Tailor roles related to handling signing, and give users the option to provide typed or drawn signatures, credentials, or acknowledgments.
Interaction Management
Handle all your service interactions in one place with this highly flexible, extensible system. Calls, chats, and other contacts are routed and queued through a centralized location with the Interaction Management System (IMS), enabling every product to use the same framework for communication.
ServiceNow Voice
Keep your service call system working efficiently with Voice. This module integrates easily with third-party phone systems, and reduces navigation through multiple networks for more efficient call center interactions. Added metrics and analytics let managers review call data all in one place.