4/6 Ask the Expert: Adventures in Text Analytics, MVP Robert Fedoruk

[Lisa Latour]

Confession: I hate categories. I hate that they rarely work. I hate that almost every year companies deploy projects to rebuild them. So how happy we are that Performance Analytics new Text Analytic feature can do nearly all the work you used to expect from Categories. Not only that, but the money you previously burned doing new Category overhaul projects and user training can be put to something more useful (like other PA projects). In this session, we demonstrate the Text Analytics feature and prove it's every bit the equal of category trees with a fraction of the effort.

If you're not measuring performance on ServiceNow applications, then why are you measuring at all?

Recording Date April 6, 2018 - 9:00 AM PT

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FEATURED SPEAKERS

Robert Fedoruk, VP of Strategy, Whitespace Studios
and ServiceNow Community MVP

Mike Ellis, Solution Consultant, Whitespace Studios

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[Robert Fedoruk]

We've added 2 new use cases to the discussion on top of the Category Trees.

- As a ServiceDesk agent, how can I be more pro-active in trend spotting without diverting attention from my current work.

- As a Knowledge Manager, how can I be pro-active in content creation?

[Robert Fedoruk]

There are now FOUR use cases demonstrated in this session:

As a Service Owner, eliminate your need for the perfect Category Tree.  Extract value from trends *immediately* and *continuously* and in the context of your goals!

As a Helpdesk / ServiceDesk manager, help your agents spot trends & become more proactive without reducing efficiency.

As a Knowledge Manager, guide your content creation based on what people are talking about in created tickets unsuccessful searches.

As a Community Manager or Knowledge Manager, spot trends in customer care content generated via your Community or Social QA usage.

[ewanh]

Sorry I’ll miss this on Friday, available to view later?

[Robert Fedoruk]

Its live via Youtube, so as soon as its done, its posted. 😉