Customer Service Management | Omni-Channel Support

Provides an overview of Omni-Channel support capabilities within the ServiceNow platform.

This video applies to UI16, the latest version of the user interface, in the Madrid release. It may apply to future releases as well.
UI16 is the default user interface for new instances, starting with the Geneva release. To get UI16 on upgraded instances, the UI16 plugin must be activated.

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

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For more information on omni-channel support, see:

ServiceNow product documentation:
Customer Service Management:
https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceManagement.html

Virtual Agent: https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/virtual-agent/concept/virtual-agent-overview.html
ServiceNow Training and Certification:
http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community:
https://community.servicenow.com/welcome

ServiceNow TechBytes Podcast:
https://community.servicenow.com/community/experts-corner/techbytes-podcasts

For general information about ServiceNow, visit: http://www.servicenow.com/

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Видео Customer Service Management | Omni-Channel Support канала ServiceNow Support