Configuring Public Sector Digital Services
Summarize
Summary of Configuring Public Sector Digital Services
Public Sector Digital Services (PSDS) empowers government agents and service managers to efficiently deliver services to constituents, businesses, and agencies. This guide outlines the steps necessary to set up and configure your PSDS environment effectively.
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Key Features
- Environment Setup: Plan and configure your PSDS environment, including importing foundation data and managing access and case workflows.
- Agent Workspaces: Customize agent workspaces with features such as CSM Configurable Workspace, Playbooks, and advanced case management.
- Communication Channels: Enable various communication channels like voice, email, web, and messaging for seamless interaction.
- Intelligence Implementation: Utilize intelligence features to automate routine tasks and provide agents with recommended content through tools like Now Assist.
- Self-Service Portals: Create integrated self-service portals for constituents, leveraging knowledge bases, service catalogs, and chatbots.
- Extended Capabilities: Enhance your environment with additional PSDS features for broader functionality.
- Virtual Agent: Use the ServiceNow® Virtual Agent for automated assistance in chat channels, with prebuilt conversation topics designed for public sector needs.
- Service Definitions: Define services that connect constituent requests with agency offerings, enabling streamlined case management processes.
- Menu Item Relabeling: After an upgrade, ensure that menu items in the CSM Configurable Workspace are appropriately labeled for public sector use.
Key Outcomes
By configuring Public Sector Digital Services, government agencies can enhance service delivery, improve communication with constituents, and automate processes, leading to increased efficiency and a better user experience.
Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.
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Extend capabilities |
Other configuration tasks
In addition to installing the public sector application and playbooks, you can configure other features for public sector use:
- ServiceNow® Virtual Agent
- Virtual Agent, which is included with a public sector subscription, provides end-user assistance through automated conversations in chat channels.
The Public Sector Digital Services Core application offers several prebuilt public sector components (topic blocks) that conversation designers can use to create Virtual Agent conversations.
The Service Request Playbook application provides a prebuilt Virtual Agent conversation topic, Create a service request, to help constituents submit non-emergency service requests.
For details on configuring Virtual Agent for public sector use, see Configure Virtual Agent for Public Sector Digital Services.
- Service definitions
A service definition enables you to map a public service, information service, or license and permit request service to the list of services your agency offers for resolving that request.
As an admin, you can create service definitions that connect the services your agency offers to the services being requested by a constituent or business. When you create a service definition, you can configure the case management processes, such as the case types, for executing those services.
For more information, see Service definitions for Public Sector Digital Services.- Relabel menu items in CSM Configurable Workspace after upgrade
- After you upgrade your instance to a new release, certain menus and menu items in the CSM Configurable Workspace might not be labeled appropriately for public sector use. You can relabel the following items for public sector use by changing them in the UX list categories for Customer and Service Organizations.