Jumpstart Your Task Intelligence

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Jumpstart Your Task Intelligence

    Jumpstart Your Task Intelligence Accelerator is designed for ServiceNow customers to explore and implement Task Intelligence capabilities within customer case management processes. It leverages machine learning features such as auto-categorization, language detection, and sentiment analysis to improve both customer and agent experiences. This accelerator demonstrates practical applications and best practices for adoption and configuration.

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    Key Features

    • Temporary Instance Provisioning: Customers receive 30 days of access to a temporary ServiceNow instance to experiment with Task Intelligence features.
    • Activation and Configuration: Task Intelligence is activated and configured, allowing analysis of current case data.
    • Customer Coaching Sessions:
      • Session 1 (up to 90 minutes): Overview of Task Intelligence, demonstration of core functionalities, tuning guidance, and data cleansing best practices.
      • Session 2 (optional, up to 60 minutes): Additional Q&A session to address customer-specific questions.
    • Leading Practices and Resources: Guidance on data preparation and tuning to optimize Task Intelligence effectiveness.

    Customer Roles and Responsibilities

    To successfully implement and operate the accelerator, customers should assign key roles:

    • Platform Owner (Required): Oversees ServiceNow platform governance and alignment with business strategy.
    • System Administrator(s) (Required): Maintains platform stability, manages support cases, and handles configuration tasks.
    • Service Desk Manager(s), Developer(s), Customer Service Agent(s), Trusted Service Partners (Recommended): Provide subject matter expertise, development, and ongoing support.

    Important Considerations

    • The accelerator is available only for Impact Guided, Advanced, and Total packages.
    • It may not be accessible in certain restricted data centers or environments, including FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted customers.
    • ServiceNow does not implement Task Intelligence recommendations directly on customer production or sub-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 #2 (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.