Manage people and work capabilities

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Manage people and work capabilities

    This collection of applications in the ServiceNow Yokohama release streamlines communications, manages work assignments and interactions, and assesses employee skills to enhance operational efficiency and service delivery.

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    Key Features

    • Advanced Work Assignment (AWA): Automates task assignments to teams or individuals based on availability, demand, and skill levels, while dynamically managing service messaging and role assignments to optimize workflow.
    • Skills Management: Tracks and assesses individual and team skills, enabling targeted training, hiring, and improved task allocation by identifying knowledge gaps and associating skills with personnel or groups.
    • Omnichannel Callback: Provides users with callback options during high-traffic periods, integrating callback requests across ServiceNow applications and routing users to live or virtual agents to enhance service accessibility.
    • E-signature: Supports electronic signatures and acknowledgments on documents or knowledge articles using desktop or mobile devices, with customizable roles and signature types (typed, drawn, or credential-based).
    • Interaction Management: Centralizes all communications—calls, chats, and contacts—within the Interaction Management System (IMS), enabling unified routing and queuing across ServiceNow products for consistent service handling.
    • ServiceNow Voice: Integrates third-party phone systems to streamline call center interactions, reducing network navigation complexity, and provides comprehensive call metrics and analytics for management oversight.
    • Password Reset: Offers secure password reset and user verification options to enhance user security and self-service capabilities.

    Key Outcomes

    • Improved task and team management through intelligent assignment and skill-based allocation.
    • Enhanced employee skill tracking to support workforce development and operational readiness.
    • Greater customer service responsiveness via callback options and centralized interaction handling.
    • Simplified signature workflows supporting compliance and ease of use across devices.
    • Efficient call center operations with integrated voice systems and insightful analytics.
    • Secure and user-friendly password reset processes increasing overall system security.

    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.