Manage people and work capabilities

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 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 Manage people and work capabilities

    This suite of applications within the ServiceNow AI Platform enables organizations to streamline communications, manage work assignments, and assess employee skills efficiently. By integrating various modules, customers can improve service delivery, optimize team workflows, and enhance user and agent interactions across multiple communication channels.

    Show full answer Show less

    Key Features

    • Advanced Work Assignment (AWA): Facilitates dynamic task assignments to teams or individuals based on availability, demand, and skill levels. It includes role management and service messaging tailored on-the-fly to ensure optimal service outcomes.
    • Skills Management: Tracks and assesses employee skills at individual and team levels. This helps identify skill gaps, supports targeted training and hiring efforts, and enhances task assignment accuracy by associating specific skills with personnel or groups.
    • Omnichannel Callback: Enables callback options during high-demand periods, allowing service agents to reconnect with users efficiently. It supports configuration of callback routing to live or virtual agents and integrates with other ServiceNow applications to expand contact opportunities.
    • E-signature: Provides electronic signature capabilities for documents and knowledge articles via desktop or mobile interfaces. It supports various signature types (typed, drawn, credentials) and allows role-based management of signing processes.
    • Interaction Management System (IMS): Centralizes all service interactions—including calls and chats—into a single, extensible platform that queues and routes communications consistently across products.
    • ServiceNow Voice: Integrates third-party telephony systems to streamline call center operations. It reduces complexity in call navigation and offers comprehensive analytics and metrics for managerial oversight of call activities.
    • Password Reset: Offers secure user verification and password reset functionalities to improve user experience and security.

    Key Outcomes

    • Enhanced workflow efficiency through smart task routing and skill-based assignments.
    • Improved service quality by centralizing communications and enabling callback options.
    • Better workforce development via detailed skills tracking and gap analysis.
    • Simplified signature collection and document acknowledgment across devices.
    • Streamlined call center operations with integrated telephony and analytics.
    • Increased security and user autonomy with secure password reset capabilities.

    Use these applications to help streamline communications, manage work assignments and interactions, and assess employee skills.

    Advanced Work Assignment (AWA)

    Maintain and improve your business workflow on the ServiceNow AI Platform. Advanced Work Assignment has options to assign tasks to teams and individual personnel based on availability and demand, as well as their skill levels. Give users the best service possible, with service messaging and role management handled on-the-fly for each task or assignment.

    Skills Management

    Track the skills that your teams use and need the most, associate skills with groups or individuals, and improve your training and hiring all with this module. Skills Management helps you manage data on various defined proficiencies or sets thereof. Create efficient skill assessments and associate them with teams or single personnel for improved task assignment, find and address knowledge gaps in your organization, and tailor your hiring and training plans.

    Omnichannel Callback

    Expand your service contact opportunities with Omnichannel Callback. This module lets agents contact users back when they make calls for help or service requests during high-activity periods. Display or announce callback options in other apps on the ServiceNow AI Platform, configure callback options to route users to live or virtual agents, and more.

    E-signature

    Handle electronic signatures and acknowledgments with E-signature. Use desktop or mobile interfaces to sign documents and knowledge base articles. Tailor roles related to handling signing, and give users the option to provide typed or drawn signatures, credentials, or acknowledgments.

    Interaction Management

    Handle all your service interactions in one place with this highly flexible, extensible system. Calls, chats, and other contacts are routed and queued through a centralized location with the Interaction Management System (IMS), enabling every product to use the same framework for communication.

    ServiceNow Voice

    Keep your service call system working efficiently with Voice. This module integrates easily with third-party phone systems, and reduces navigation through multiple networks for more efficient call center interactions. Added metrics and analytics let managers review call data all in one place.