ServiceNow offers Omni Channel Support using channel configuration options within CSM.
Channels like Self Service, chat, email, phone, and virtual agent
are available within the ServiceNow platform.
With Omni-channel capabilities
your customers can engage with your support teams using their preferred channels.
Furthermore, these interactions can be tracked and managed within the system
without duplicate efforts that create multiple cases across various channels for the same case.
This allows you to maintain a central and focused conversation with your customer
from the start of the case until its resolution.
Cindy is employee of a company called Boxeo,
which has purchased products from the ACME Corporation.
She’s been having issues with dashboards
so she uses the self-service channel to open a case.
Once she has filled out the form, she submits it.
And her case is now opened.
A bit later, Cindy wants to follow up on her case.
This time she decides to use the virtual agent.
She can start a conversation to help the virtual agent guide her through direct chat,
or she can click here for more options.
Using natural language understanding, Cindy has a number of options
to help her find what she’s looking for.
She could get help with a product…
get her password reset...
…report product issues and more.
But she wants to follow up on the case she opened earlier
before engaging with a live agent, so she clicks here.
The virtual agent offers Cindy options on how to identify the case
she would like to follow up on.
She doesn’t have the case number handy, so she clicks here.
She identifies the case she opened earlier and clicks on the record.
The virtual agent gives her details of her case, with action items to choose from.
From here, Cindy can add a comment, add a screen capture, or check another case.
She decides to contact a live agent and clicks here.
Virtual agent then locates a live agent to contact Cindy.
This is another channel of service that Cindy can utilize.
From the customer support side, our agent, John Jason,
has been notified of Cindy’s case number and a request to chat.
When he accepts the chat he can view the virtual agent conversation,
as well as access the case that was created through the web-channel,
providing him with an omni-channel view.
This lets the agent continue support to the customer,
without having to open a new case,
and with access to all the information and interaction
that has occurred up to this point.
After reviewing the case, John assigns it to himself.
John responds to Cindy directly in the chat,
again utilizing another channel of support.
A bit later, Cindy responds – requesting a call back.
John has learned that the issue can be fixed with a patch,
so he initiates a call, directly from the case—to let her know.
After speaking with Cindy, John can change the state of the case to resolved…
…and clicks here to propose the solution.
Looking at our case, we can see the different interactions we have had with Cindy.
We can see that it was opened through the web channel…
And on the interactions tab we can see the additional channels we used for this case.
This is just one example of how omni-channel support can be used in managing our work cases.
Let’s look at another.
This time, Cindy is traveling for work and discovers
she has locked herself out of her account.
So she sends an email, asking for help.
Our agent sees the case was opened by email.
So, he provides a response, demonstrating yet another channel of support.
Let’s look at another scenario
where our customer wants to use the community to help resolve an issue.
Cindy is having problems with her router connection,
so she submits a question to the community.
Later, the moderator of the community sees her question…
… and opens a new case directly from her submission.
..again, demonstrating yet another channel of support that customers have access to.
By using these channels, agents can provide linear and dynamic support to their customers,
no matter what method the customer chooses
…and all within the same case.
For more information, please see our product documentation, knowledge base, or podcast.
Or ask a question in the ServiceNow Community.