---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/it-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Interaction Management in Service Operations Workspace

# Interaction Management in Service Operations Workspace {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to an incoming chat, phone, walk-up, or messaging interactions faster.

## Details tab {#interaction-sow__section_ans_3xv_5sb}

This tab displays the detailed information of an interaction. For information about fields in this section, see [Create an interaction in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/spz1yM7XqIoY_EoN9C9zUQ "Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.").

From the Compose section, you can add work notes for the interaction.

For information about how you can configure fields in this tab, see [Configure a task record form in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/YTou_63skeTD_4kDhIa_KQ "Configure a task record form in Service Operations Workspace by modifying the form layout or related lists from the classic ServiceNow AI Platform user interface.").

## Related records tab {#interaction-sow__section_uht_4zv_5sb}

This tab provides a list view of the records associated with the interaction, for example, tasks related to this interaction, incidents related to the requester, and tasks related to the requester. You can add a record, create a
record, or remove it from the interaction.

## Contextual side panel {#interaction-sow__section_lmm_z1w_5sb}

From this section, you can view record information, requester information, add attachments, and create templates for reuse.

For information about Interaction Management, see [Interaction Management](https://www.servicenow.com/docs/access?context=interaction-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).
* **[Create an interaction in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/spz1yM7XqIoY_EoN9C9zUQ)**   
  Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.
* **[Work on an interaction in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/hloE6UbBbV_pQzmv6cxUfQ)**   
  Work on customer conversations to resolve issues.
* **[Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/ctV3MfOo6MW_hzVOaCgN2g)**   
  You can initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders to resolve the issue.
* **[Associate an interaction with a task record](https://servicenow-prod.fluidtopics.net/VhAeS8M5dBYp7LxHFzxekg)**   
  Associating a record to an interaction leverages data to streamline processes, enhance the customer experience, and improve resolution time.

**Zugehörige Konzepte**   

* [Live Agent chat in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/8UxXeRJGqR3mRry8Som9zw "Service Operations Workspace enables agents to work on any incident created using Live Agent chat.")
* [Incident Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/b8Ovo0UkjD9IizDPgyhTbA "You can create and manage your incidents in Service Operations Workspace.")
* [Request Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/PWuAQS7kdHt3xv0TAVmggQ "Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.")
* [Change Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/KmS6o5yfV5KMf8ucx6nMIQ "When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace.")  
**Zugehörige Tasks**   

* [Play a guided tour in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/7yIEu2_UZ0XXRivFwLhdqw "Use the guided tours in Service Operations Workspace for ITSM through a sequence of interactive steps that guide you through a specific concept or process.")
* [Add a user-specific quick link on the ITSM landing page](https://servicenow-prod.fluidtopics.net/JB_4tchjkjsxV_fErUgmSw "Refer to a URL quickly from the Service Operations Workspace landing page.")
* [Create a list in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/3y8BFuMvX9s34Z3up5dcgA "Create a list or use an existing list to create a list.")