Enhancing End-User Service Experience is the ultimate journey in expansive end-user service experience as well as a serious mission within the ServiceNow eco-System.
In this KB Article we will share some of the ease-of-use features of ServiceNow, that help you get answers and solutions quicker, with tips to make the most of ServiceNow’s new and constantly improving platform’s capabilities.
We will introduce you and guide you through various ways to interact with ServiceNow, ensuring that you experience seamless and efficient IT service management. So, let’s embark on a journey together as we explore the features, benefits, cost savings, and tips for optimizing your engagement with our platform right now.
A Guide to Enhancing End-User Service Experience for Effective Engagement
Welcome to ServiceNow, your go-to platform for streamlined IT service management and support. As a ServiceNow product owner, we understand that maximizing end user engagement is crucial to ensuring a smooth and efficient service delivery process.
Upgrade to ServiceNow for lightning-fast productivity, advanced features, and turbo-charged service that provides more value for your money. Say goodbye to slow email and hello to a more efficient way of working.
~ Dawn C Simmons
HDI put together a very helpful Infographic 5 ways to impress your End Users by creating the best experience and planning for omnichannel delivery.
In this knowledge base article, we will introduce various interactions with ServiceNow that will make it so compelling to ditch the traditional email ticket creation, helping employees and end users find more time, access valuable resources, and get the most out of our platform.
Exploring ServiceNow’s Enhanced Capabilities
ServiceNow offers several avenues for end users to interact with our platform, each designed to cater to your specific needs and preferences. Let’s delve into the key features, benefits, cost savings, and how to use these capabilities effectively.
A Guide to Enhancing End-User Service Experience for Effective Engagement
Welcome to ServiceNow, your go-to platform for streamlined IT service management and support. As a ServiceNow product owner, we understand that maximizing end user engagement is crucial to ensuring a smooth and efficient service delivery process.
Making the Most of ServiceNow
Unlock the Power of the Knowledge Base: When challenges arise, your first destination should be the EXPRESS Lane knowledge articles in our portal—a treasure trove of expertly crafted solutions for swift issue resolution. Immerse yourself in this productivity haven and establish a routine of seeking solutions before even contemplating ticket submission. You’ll be astonished by the array of problems you can independently conquer. Your quest for knowledge can ripple into solutions benefiting countless others over time.
Tap into the Potential of the Virtual Agent: The Virtual Agent emerges as an agile tool for rapid assistance. When engaging with it, precision in articulating your issue is key to receiving tailored and relevant guidance.
Stay in the Loop About Your Tickets: If you’ve already submitted a ticket, harness the Virtual Agent as your executive admin to provide expert updates or request progress. Alternatively, use the portal to actively track the status and evolution of your requests.
Your Voice Shapes Our Service: Your feedback reigns supreme in our quest for service excellence. Don’t hesitate to voice your thoughts on articles, the Virtual Agent, or any aspect of your ServiceNow experience. Your insights fuel our tireless drive for continuous improvement.
Feature Comparison Table
| Capability | Features | Benefits | Cost Factors | How to Use |
|---|---|---|---|---|
| Email Ticket Creation | – Submit service requests via email. | – Convenience and familiarity. | – Minimal additional cost. | – Send an email to your IT support team. |
| Call the ServiceDesk | – Connect with a live support agent via phone. | – Real-time assistance. | – Efficient issue resolution. | – Dial the dedicated ServiceDesk number. |
| Service Portal | – Self-service portal for ticket submission. | – 24/7 availability. | – Reduced service request processing time. | – Log in to the ServiceNow portal. |
| Service Catalog | – Browse and select pre-defined services. | – Streamlined service request initiation. | – Eliminate unnecessary requests. | – Access the Service Catalog from the portal. |
| Virtual Agent | – Chatbot for automated assistance. | – Instant responses and problem-solving. | – Decreased need for manual support. | – Use the Virtual Agent on the portal. |
Other Resources for Enhancing End-User Service Experience
- 8 Ways to Improve Chatbots and Boost Customer Satisfaction (callcentrehelper.com)
- A-Z Service Catalog and Portal Terminology Glossary
- Natural Language Query (servicenow.com)
- Service Catalog Design – Customer Success – ServiceNow
- You’re paying too much for customer support tickets — here’s why | LinkedIn
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