Do you manage customer service for your company? If so, then you’ll want to check out ServiceNow’s new San Diego release. Amongst the enhancements and additions, there are three that can help improve your efficiency and operations. Keep reading to find out what they are!
You can now capture orders from customers in addition to issues (cases) and requests.
Previously limited to a few obscure platform applications, order management is now enhanced and part of the customer service management family of features, bringing several important benefits:
With this new feature, you can feel confident you are providing the best possible customer experiences – even if that means placing an order for them!
As a customer service agent, you now have much more control over personalizing your workspace with upgraded CSM solutions.
For some of you, if globalization and encountering different languages as part of your daily work (including plain English and its derivatives), then you now have help in the form of ‘language detection’.
This release introduces machine learning language detection. With the feature, you can automatically detect the language of incoming cases and assign them to agents and teams with matching language skills.
To summarize, amongst the many platform-wide improvements the San Diego release helps customer service management continue its alignment with the retail world experience by adding order management, dramatic improvements in the agent workspace (and with that agent efficiency), and a better user experience where language differences are key.
I hope this brief explanation helps you better fathom and plan plan your customer management systems. Don’t forget, if you need any additional help on these or any other element of your ServiceNow journey, we at ADVANCE are glad to help.