Domain separation in Workforce Optimization for Customer Service
Summarize
Summary of Domain separation in Workforce Optimization for Customer Service
Domain separation in Workforce Optimization for Customer Service allows you to logically separate data, processes, and administrative tasks into distinct domains. This separation controls user access and visibility of data, ensuring that multiple tenants or organizational units can operate securely and independently within the same ServiceNow instance. It applies consistently across all features of the Workforce Optimization for Customer Service application, including data, logic, and processes.
Show less
This feature is essential for service providers managing multiple tenants, ensuring that each tenant’s data remains isolated while enabling appropriate cross-domain interactions, such as customer communication through chat.
Key Features
- Automatic Configuration: Domain separation is built-in and requires no additional setup or configuration.
- Comprehensive Data Isolation: Separation extends across the user interface, cache keys, reporting, data rollups, and aggregations.
- Support for Multi-Tenant Use Cases: Designed for service providers to manage multiple tenants securely within a single instance.
- Channel Management: Work items like cases and interactions are filtered and routed based on the selected domain, with dedicated domain-separated tables such as Service Channel Reports and Queue Reports.
- Scheduling: Agent schedules and related planning data are domain-specific, ensuring schedules are visible only within the agent’s domain. Key tables include agent schedules, shift plans, and schedule requests.
- Teams: The additional managers table is domain separated, limiting manager visibility to users within their domain.
- Skill Recommendation: Skill prediction data is domain separated to maintain isolated skill profiles per domain.
- Coaching: Domain separation extends to coaching features, maintaining data isolation consistent with Workforce Optimization for ITSM.
What to Expect
By leveraging domain separation, ServiceNow customers can confidently manage multiple tenants or business units within Workforce Optimization for Customer Service without data leakage or administrative overlap. The feature enables secure, domain-specific visibility and processing of work items, schedules, teams, skill recommendations, and coaching activities.
Instance owners should ensure proper setup for multi-tenant scenarios to fully benefit from domain separation capabilities. This results in improved operational security, streamlined administration, and clear data boundaries tailored to complex organizational structures.
Domain separation is supported in Workforce Optimization for Customer Service. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Domain separation in Workforce Optimization for Customer Service is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process.
Support level: Basic
- Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
- The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
- The owner of the instance must set up the application to function across multiple tenants.
Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.
For more information on support levels, see Application support for domain separation.
How domain separation works in Workforce Optimization for Customer Service
Domain separation in Workforce Optimization for Customer Service does not require any setup or configuration.
Domain separation for Channel Management in Workforce Optimization for Customer Service
The work items, such as cases, interactions, and their associated actions, appear based on the selected domain. For information on how work assignments are routed based on domain in Channel Management, refer to Domain separation and Advanced Work Assignment
- Service Channel Reports [m2m_awa_service_channel_report]
- Queue Reports [m2m_awa_queue_report]
Domain separation for Scheduling in Workforce Optimization for Customer Service
When an agent schedule is generated and assigned to an agent, the schedule is only available in the domain that agent belongs to.
- sn_shift_planning_agent_schedule
- sn_shift_planning_agent_schedule_request
- sn_shift_planning_break
- sn_shift_planning_day
- sn_shift_planning_event
- sn_shift_planning_schedule_plan
- sn_shift_planning_schedule_shift
- sn_shift_planning_schedule_shift_agent
- sn_shift_planning_shift_plan
- sn_shift_planning_shift_swap_request
Domain separation for Teams in Workforce Optimization for Customer Service
The sn_wfo_add_manager table is domain separated. When users are added as additional managers, those users can only view users within that domain.
Domain separation for Skill Recommendation in Workforce Optimization for Customer Service
- sn_sre_task_predicted_skill
- sn_sre_user_predicted_skill
Domain separation for Coaching in Workforce Optimization for Customer Service
For information on how domain separation works in Coaching for Workforce Optimization for ITSM, refer to Domain separation and Coaching.