0 Replies · Latest reply on Dec 19, 2017 9:28 AM by Kathleen Hannas

    Willing to share your process for scheduled customer followup?

      Example:  Customer calls about a device that is not working. Initial troubleshooting at the desk is not successful and so the ticket goes to L2. Does L2 way to schedule time/appt with the customer so that they are available to work with the tech.


      We are looking at the Reservation/booking workflow in ServiceNow  for our onsite corporate desktop 1:1 service but would really love to discuss the process for a larger, remote support environment. Thanks in advance!