Q&A from the Orlando release broadcast - IT Service Management (ITSM)

[Lisa Latour]

Help us welcome in the latest Now Platform® release. Orlando — is now available!

Now Platform Release Fact Sheet: Orlando

Orlando release is now available (Summary Blog)

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On Demand
The Now Platform Orlando release broadcast.

ServiceNow is proud to introduce and walk you through the Now Platform Orlando release with Now Intelligence.

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Q: Can we integrate the calendar with phone calendar or outlook calendar?
A: Not currently as the feature leverages the On-call scheduling feature in ITSM.

Q: Can you see Tasks as well as incidents without having to switch out of the screen? 
A: Yes, you can see tasks and incidents on the same screen.

Q: Is there a round robin function or will one be created for ticket auto distribution? 
A: There is a round robin function, as well as skills based routing capability. This is called "Advanced Work Assignments" for Agent Workspace.

Q: Agent Affinity is it only available with he PRO license? 
A: Agent Affinity is part of the Agent Workspace platform capability so it’s part of the base license and not Pro.

Q: Is Advance Work Assignments available for Incident tickets as well as requests? 
A: Yes, it definitely available for incidents.

Q: Is there an integration from Agent Workspace with MS Teams? We need to engage engineers who are on different ServiceNow instances. 
A: If the ServiceNow virtual agent capability is integrated with MS Teams, then it could create an interaction with Agent Workspace through the "request agent help" within the virtual agent.

Q: Is Advance work Assignment available for Requests as well? 
A: Yes, its available for requests.

Q: Can you easily see all the incidents/requests by the caller you have selected? 
A: Yes, you can create many filters based on the data in Agent Workspace, and caller is definitely one.

Q: Is there a way to convert an Incident to a Request. Can some of the fields transfer (ie Caller field) to the Request form.
A: Yes, sometimes a catalog request can come in as an incident but then converted to a request and you can even help fulfill a request through the Agent Workspace.

Q: Is the Knowledge Management capability not available for all agents? 
A: This would completely depend on an organizations user rights, if you have KB rights then it would be available to create the article. If not, then you can definitely create the Knowledge Feedback task.

Q: We have a customized incident form can the agent workspace be customized to reflect all the nee fields. How easy is it to customize the view of agent workspace?
A: We added the first capabilities to customize the Agent Workspace in Orlando, but the incident form is not there yet. You will see this capability coming in Paris and its meant to be a simple process.

Q: To create a knowledge article how can you add a template without overwriting what was just created? 
A: In the Orlando release of this KB feature, there is not a capability to apply a template but is something on the roadmap.

Q: Can we include Related Records in Agent Workspace under (Affect CI, KB tabs) 
A: Yes this definitely to include related records in Agent Workspace.

Q: Is scheduling calendar picking up from a walk-up location or user profile location in Orlando? 
A: Walk-Up location is using the Geo-location features in a web browser or mobile phone. This location then allows the application to pick the nearest available Walk-Up location.

Q: On the Walk Up experience location pick up, is that possible from where the physical device is located? 
A: The Walk-Up locations will have onsite stock of needed items, so yes this possible in your context.

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• Q&A from the Orlando release broadcast - KEYNOTE
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• Q&A from the Orlando release broadcast - Customer Service Management
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