Customer Engagement Sequences release notes
The ServiceNow® Customer Engagement Sequences application enables customer-focused teams to execute structured, personalized outreach and follow-up activities to engage customers throughout the time they're associated with your business. Customer Engagement Sequences was enhanced and updated in the Australia release.
About Customer Engagement Sequences
- Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks.
See Customer Engagement Sequences for more information.
Activation and other requirements
- Activation information
Install Customer Engagement Sequences by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
- Upgrade information
If you configured sequences with the Schedule call activity on a release before Zurich, the activity is now labeled Schedule call - Deprecated in the activity picker in Workflow Studio. Existing sequences continue to work, but the Call icon
doesn't appear on the Callback number field on the Sequence Steps page during runtime. To enable the click-to-call capability, update the Customer Engagement Sequences application to use the new Schedule call activity.