Connect Support Migration FAQ's

[Samyuktha Reddy]

Connect Support Migration FAQ’s:  

1. What is Connect Support? 

Connect Support is a legacy product which is a real-time messaging tool that enables support agents to easily track their support cases, find solutions, and resolve problems quickly.  

1. What is the status of Connect Support? 

ServiceNow® announced a formal deprecation timeline to customers.  

Connect Support deprecation community announcements   

Connect Support will no longer be supported in UTAH. Already new installation restrictions have started in Paris.  

San Diego(March 2022)-ServiceNow® will no longer deploy or activate the plugin listed below.  

Utah(March 2023) -ServiceNow® will end support for the plugin.  

Connect Support Plugin:  com.glide.connect.support

While they will remain active in customer instance, including when they upgrade to a new Now Platform release,ServiceNow® will not be able to service them.   

Customers have 3 options:  

• Migrate to our alternate latest technology – AWA and Agent Chat on Workspace. 

This is the best option to consider moving to ServiceNow® Advanced Work Assignment and Agent Chat in workspace to automatically assign chat requests and other work items to agents.  

• Maintain the unsupported plugins as custom code. ServiceNow® will not deactivate or remove unsupported plugins from customer instance, nor will they be affected by upgrades or future Now Platform releases. No support is provided from ServiceNow. 
• Contract with ServiceNow or a ServiceNow Solution Partner. Our Customer Outcomes team or ServiceNow Solution Partners can help with alternate solutions. Contact them directly for service availability and cost. 

1. Does ServiceNow provide bug fixes for connect support? 

No. ServiceNow® do not support Connect Support issues as it is already planned deprecation.  

 New customer installation have not been allowed since the Paris release.

1. What is the alternate product for Connect Support? 

Agent Chat and AWA in Workspace is the replacement technology.  

For details about available capabilities comparison, see Move from Connect Support to Advanced Work Assignment and Agent Chat  

1. Where can I find more details about Agent Chat and AWA? 

Find more about Agent Chat Here  

Find more about Advanced Work Assignment (AWA) Here  

Using Agent Chat in Conversational Interfaces  

Configuring Agent Chat  

1. Where can I find Agent Chat FAQ’s? 

Agent Chat FAQ’s Here  

1. Where can I find Advanced Work Assignment FAQ’s? 

AWA FAQ’s Here  

1. Any useful resources to learn about Agent Chat and AWA? 

Here are some of the useful resources:  

YouTube 18-video workshop on Agent Chat & Advanced Work Assignment  

How to transfer a chat to a specific Queue using context variables?  

How to calculate Average Handle Duration of Chat of Agents or their Assignment Group  

Workforce Optimization Overview with Advanced Work Assignment(AWA)  

Increase agent chat efficiency with auto-pilot and quick actions  

Improve agent routing to your users with pre-chat survey  

Shift-based assignment in AWA  

Provide global support with Dynamic Translation for Agent Chat  

Streamlining the Live Agent Routing Experience  

1. Does Connect Support work with Next Experience? 

No. Next Experience will not support Connect Support. You will not find the Connect products in Next Experience instances. Find Functionality not supported by Next Experience Here  

1. Is Connect Support related to Connect Chat?

No, they are different messaging experiences within ServiceNow. (Can you expound on this answer a little?). Connect Support is used for requestor to fulfiller, Connect Chat is used for agent-to-agent. (Providing the previous words as an example.  

1. What is Connect Chat?

Connect Chat is a Legacy product which is a real-time messaging tool that enables users to chat with individuals and groups, quickly share files, and collaborate on any record by connecting with the right people instantly.  

Connect Chat animates communication around records, Visual Task Boards, topics of interest, or groups of people.  

Features include:  

• Direct conversations between two users. 
• Group conversations between three or more users. 
• Conversations linked to records. Comments and work notes appear in conversations in real time and users can update the record directly from the conversation. 
• Drag-and-drop sharing of links, files, and records. 

UI16 or UI15 is required to use Connect Chat.  

1. Is Connect Chat also in deprecation stage?

No. It has only been in maintenance mode since Paris, but no formal deprecation plan has been announced yet.  

1. What is the status of Connect Chat?

Connect Chat has been in maintenance mode since Paris, but no formal deprecation plan has been announced yet.  

Customers can continue to use Connect Chat on UI16. But no net new features will be delivered and only P1 bugs will be fixed.  

A new Peer-to-Peer solution is targeted to be delivered in Tokyo as an alternative to legacy Connect Chat.  

1. What is the new Collaboration solution?

Soon ServiceNow® is releasing a New Messaging Experience product which will be used as an alternative solution to Connect Chat for peer-to-peer interactions. More details will be available after Tokyo release.  

1. What is Next Experience?

ServiceNow® Next Experience unifies your instance apps and reduces clicks to access the items you need to get working.  
Next Experience delivers a next generation, intuitive, personalized experience to drive productivity, improve engagement, and surface insights across the Now Platform.  Find more Here  

Considerations for activating Next Experience Link

Note: Next Experience will not support Connect Support and Connect Chat products. You will not find the Connect products in Next Experience instances.  

Find Functionality not supported by Next Experience Here  

1. What is the workaround to use Connect Support or Connect Chat with Next Experience? 

To learn more about using Connect Chat with Next Experience, see Disabling Next Experience to use Connect in Classic UI16. See Connect.