Customer Engagement Sequences release notes
The ServiceNow® Customer Engagement Sequences application enables customer-focused teams to execute structured, personalized outreach and follow-up activities to engage customers throughout the time they’re associated with your business. Customer Engagement Sequences is a new application in the Zurich release.
Customer Engagement Sequences highlights for the Zurich release
- Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions.
- Control access to various features and capabilities using the new granular roles.
- Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect.
- Automate and personalize customer journeys with a no-code playbook interface and guided task flows.
- Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns.
See Customer Engagement Sequences for more information.
Important:
Customer Engagement Sequences is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Customer Engagement Sequences features
- Multi-trigger sequences with decision branches for stages
- Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage.
- Schedule call activity for telesales workflows
- Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows.
- Runtime permissions and fine-grained access control
- Enforce runtime permissions to control access to sequence records such as sequence tasks and steps.
- Granular role framework
- Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see Compatibility information for Customer Engagement Sequences.
- Review sequences in Workflow StudioView sequences
- Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization.
- No-code interface for admins to configure sequences
- Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers.
- Sequence tasks with predefined activities for agents
- Predefined activities provide the following advantages to your agents:
- Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses.
- Follow a repeatable, optimized process for engaging prospects or customers.
- Avoid communications from sounding generic and improve engagement rates by customizing a prospect’s name, company, and other details.
- Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Activation information
Install Customer Engagement Sequences by requesting it 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
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.