Jumpstart Your Task Intelligence

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Jumpstart Your Task Intelligence

    Jumpstart Your Task Intelligence Accelerator allows ServiceNow customers to enhance case management processes using Task Intelligence, which integrates machine learning to improve both customer and agent experiences. This Accelerator provides a demonstration of Task Intelligence capabilities along with best practices for implementation.

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    Key Features

    • Session Preparation: Customers will provision a temporary instance, activate and configure Task Intelligence, and analyze current case data.
    • Coaching Sessions:
      • Customer Coaching Session #1: Up to 90 minutes covering Task Intelligence overview, auto-categorization, language detection, sentiment analysis, functionality demonstration, data cleansing practices, and access to key resources.
      • Customer Coaching Session #2: Optional follow-up session (up to 60 minutes) for Q&A related to Task Intelligence.
    • Access Duration: 30 days of access to the temporary instance is included.

    Key Outcomes

    Participants will gain a comprehensive understanding of Task Intelligence, enabling them to leverage its capabilities effectively within their organizations. The Accelerator emphasizes accountability through defined roles for Platform Owners, System Administrators, Service Desk Managers, Developers, and Customer Service Agents. These roles are critical for maintaining the stability and usability of the ServiceNow platform.

    Note: Availability of the Accelerator may be limited for certain customer environments, and ServiceNow does not implement Task Intelligence recommendations on production instances.

    The Jumpstart Your Task Intelligence Accelerator provides a demonstration of the possibilities and capabilities of Task Intelligence.

    Overview

    Jumpstart Your Task Intelligence enables customers to leverage Task Intelligence to infuse machine learning into customer case management  processes to significantly enhance customer & agent experience. ​ This Accelerator provides an overview of the art of the possible with Task Intelligence, including an applied demonstration of capabilities , as well as leading practices on getting started. For more information on Task Intelligence, see Task Intelligence.

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

    Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

    What You Get

    Session Preparation
    • Provision a temporary instance 
    • Activate and configure Task Intelligence
    • Analyze current case data
    ​
    Customer Coaching Session #1 (Up to 90 minutes)
    Includes the following:
    • An overview of Task Intelligence and solution configuration:
      • Auto-Categorization
      • Language Detection
      • Sentiment Analysis
    • Demonstration of functionality and tuning
    • Discussing data cleansing leading practices
    • Key resources and guides
    • 30 days of access to the temporary instance is provided.
    Customer Coaching Session #32 (Optional upon Customer request - up to 60 minutes)​
    Opportunity for Q&A related to Task Intelligence

    Requested Customer Resources

    Table 1. Customer resource and responsibilities
    Customer Resource Responsibilities
    Platform Owner (Required)

    Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrator(s) (Required) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Service Desk Manager(s) (Recommended) Subject matter expert responsible for managing the Service Desk(s).
    Developer(s) (Recommended)

    Writes code for the ServiceNow platform.
    Customer Service Agent(s) (Recommended) Subject matter expert responsible for ServiceNow Customer Service.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested Information

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exceptions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, to self-hosted customers, or in other restricted environments, or to managed service providers (except for their internal  use).

    ServiceNow is not responsible for implementing Task Intelligence recommendations on Customer’s sub-production or production instances.