Intelligence for CSM release notes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Intelligence for CSM Release Notes

    The Washington DC release of Intelligence for CSM enhances customer service organizations by offering features such as Guided Decisions, Recommended Actions, and Task Intelligence. These tools help automate processes and improve decision-making efficiency.

    Show full answer Show less

    Key Features

    • Document Classifier: Automatically classifies incoming documents to streamline processing.
    • Performance Reporting: Provides a dashboard to monitor prediction accuracy and model performance over time.
    • Guided Decisions Enhancements: Allows rendering of decision trees in a Service Portal and linking existing trees to new ones.
    • Improved User Interface: Enhancements for agent interactions with Recommended Actions and decision trees, including new icons and configuration fields.

    Key Outcomes

    With these updates, ServiceNow customers can expect improved automation in document processing, better monitoring of AI predictions, and enhanced decision-making capabilities. These enhancements contribute to a more efficient customer service experience and empower agents with better tools for managing inquiries and resolutions.

    The Intelligence for CSM applications enable customer service organizations and service operations to configure and implement Guided Decisions, Recommended Actions, and Task Intelligence features. The Intelligence for CSM applications were enhanced and updated in the Washington DC release.

    Intelligence for CSM highlights for the Washington DC release

    • Increase efficiency and automation by using the document classifier feature to categorize incoming documents.
    • View prediction performance during model training to determine your preference for either an auto-fill or recommendation as the prediction method.
    • Render decision trees in a Service Portal for internal users.
    • Reduce the effort in decision tree re-creation by reusing an activated child tree in the current decision tree.

    See Intelligence for more information.

    Important:
    The following applications are available in the ServiceNow Store:
    • Guided Decisions Experience (sn_ga_exp)
    • Recommended Actions (sn_cs_nb_action)
    • Task Intelligence for CSM for Customer Service (com.snc.csm_ml_task)
    For details, see the "Activation information" section of these release notes.

    New in the Washington DC release

    Task Intelligence for Customer Service - Document Classifier
    Quickly classify incoming documents as the appropriate document type by using the Document Classifier feature.
    Task Intelligence for Customer Service - Performance reporting
    Enhance the monitoring dashboard to display correct, incorrect, and skipped predictions by model and field, and compare models over a specified date range.

    Changed in this release

    Task Intelligence Admin Console enhancements
    Use the Task Intelligence Admin Console to perform the following tasks:
    • View the model performance for the top three recommendations and decide between auto-fill or recommend mode as the prediction preference based on the data.
    • View the model performance by field on the Admin Console dashboard.
    • Filter out inactive choice predictions.
    Task intelligence model and UI enhancements
    The following enhancements have been made in Task intelligence:
    • Introduced a new Now Assist system user for AI applications that captures AI changes in the card in the activity stream. This feature is also supported for Document Intelligence for Customer Service predictions.
    • Added an "Updating" message in the banner to let users know that AI predictions are currently being processed.
    Guided Decisions enhancements
    Use Guided Decisions to perform the following tasks:
    • Enable self-service for internal users by rendering decision trees in a Service Portal.
    • Link existing decision trees as children to your current decision tree.
    • Enable agents or customers to revisit or change the previous responses in the decision tree run-time experience.
    • Control the appearance of the Dismiss button in the decision tree run-time experience.
    Added the following enhancements to the decision trees:
    • Decision tree portal widgets that are available to external users
    • Outputs to decision trees so users can embed decision trees inside other trees.
    • Intermediate nodes to decision trees.
    Recommended Actions enhancements
    Define the number of records or values to return for the Task Intelligence Classification resource generator through the Top N Results feature.
    • User interface improvements so that agents can more easily replace Agent Assist with Recommended Actions. These improvements include a new Recommended Actions icon, configuration fields to support automatic search result experience, and the ability to filter on facets within a search source entity.
    • User interface improvements to the “Review and attach article” guidance.
    • A full view search experience in a subtab.

    Activation information

    Install the Guided Decisions, Recommended Actions, and Task Intelligence applications by requesting them from the ServiceNow Store. Visit the ServiceNow Store website 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.

    Accessibility information

    Support for reflow

    The following components were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.

    Version 28.0.0 of Recommended Actions:

    • sn-template-modal-worknotes
    • sn-component-attach-article-guidance
    • sn-next-best-action-list-connected
    • sn-guidance-experience-list-connected

    Version 25.1.0 of Guided Decisions:

    • sn-guided-decision-card
    • sn-guided-decision-playbook-card

    This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

    Related ServiceNow applications and features

    Customer Service Management
    Provide the service and support that your external customers need with Customer Service Management.
    Now Assist for CSM
    Summarize customer chat conversations on interactions, summarize case details, and generate case resolution notes with the ServiceNow® Now Assist for CSM application.
    Document Intelligence
    Extract data from documents and integrate the data into automation workflows to save time and resources by using the Document Intelligence artificial intelligence (AI) solution.
    Predictive Intelligence
    Improve processes across the platform, such as automatically populating fields during case creation, categorizing and routing work, and recommending resolutions for cases through the Predictive Intelligence artificial intelligence.