Agent experience
Summarize
Summary of Agent Experience
The Agent Experience in the Customer Service Management (CSM) application empowers your agents to efficiently assist customers across multiple interaction channels. This comprehensive approach enhances issue resolution and case management, ensuring high-quality customer service. Key functionalities include a unified workspace, advanced work assignment, customer-centralized information, and mobile accessibility.
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Key Features
- CSM Configurable Workspace: Offers a single desktop for managing various interactions like phone, chat, and web forms, allowing agents to handle multiple cases simultaneously with easy access to real-time status updates.
- Advanced Work Assignment: Automatically routes work items to agents based on defined criteria such as availability, skills, and work history, optimizing workload distribution.
- Customer Central: Provides a centralized view of customer information, combining historical and live interaction data, which can be customized to include metrics like customer health scores.
- Agent Assist: Enables agents to conduct automated searches for solutions, pulling from cases, knowledge articles, and various information sources directly within the workspace.
- Playbooks: Guides agents through specific case types with detailed workflows, helping visualize and manage the lifecycle of service cases effectively.
- Mobile Application: Facilitates case management on the go, allowing agents and managers to stay connected and complete tasks from any location using a mobile device.
Key Outcomes
ServiceNow customers can expect improved agent productivity and efficiency through streamlined case management processes. The ability to access comprehensive customer data and utilize guided workflows leads to faster resolution times and enhanced customer satisfaction. Additionally, mobile capabilities ensure that agents remain effective, even when away from their desks.
Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with the Customer Service Management application.
CSM Configurable Workspace
Your agents have one desktop for any interaction–phone, chat, messaging, web forms, and so on. Multiple tabs enable agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity.
To learn more about CSM Configurable Workspace, see Explore CSM Configurable Workspace.
Advanced Work Assignment
Define criteria and routing conditions to automatically assign work items (such as chats or cases) to agents based on their availability, capacity, skills, work history, related tasks, or account team.
To learn more about Advanced Work Assignment, see Set up an Advanced Work Assignment service channel for assigning case tasks.
Customer Central
Your agents get a ready-to-use centralized view of customer-specific information. Customer Central combines historical activity from self-service (such as knowledge base article views and Virtual Agent interactions) as well as live interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, and so on.
To learn more about Customer Central, see Customer Central.
Agent Assist
With agent assist, your agents can handle cases in the workspace, perform an automatic search that shows possible solutions in other cases, knowledge base articles, and additional information sources.
Playbooks
Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your customers resolve onboarding, complaint, and product support issues.
A playbook enables your agents to manage the life cycle of a case. The workflows that are associated with a specific type of case and the activities that must be completed to resolve cases of this type are detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow.
To learn more about playbooks, see Playbooks for Customer Service Management.
Mobile
Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly.
Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere.
To learn more about the Customer Service Management mobile application, see Mobile experience for Customer Service Management.