The ServiceNow Utah launch brought new features and expanded AI capabilities. And in this post, we'll give you a bird's-eye view of Utah's best new features!
Main Improvements
- AI Search, now built in to the Next Experience by ServiceNow, uses AI and natural language processing to help service professionals find the information they need to do their jobs more efficiently and resolve customer issues faster. AI Search also includes advanced features such as autocomplete suggestions, exact match and handling of typos – allowing users to go directly to a record to more quickly identify relevant material that can help them solve a problem.
- Process Optimization has been expanded to support workflows beyond IT Service Management (ITSM) to other workflows within the Now Platform such as Field Service Management (FSM) and more. With AI-powered, enhanced visibility into hidden inefficiencies, organizations can apply these recommendations with the RPA solution from ServiceNow to optimize process efficiency and performance to help reduce costs and improve customer satisfaction.
- Workforce optimization features have been enhanced and expanded to support workflows beyond ITSM and Customer Service Management, in areas such as HR Service Delivery and more. For example, Workforce Optimization now also gives HR managers a central place to understand and optimize their employee base (or teams). Leaders and managers can maximize the quality of work performed by employees, teams and departments so companies can perform at the highest level without significantly increasing costs.
- The Document Intelligence enables customers to accelerate and automate AI-enabled text extraction from documents, saving time and eliminating human error. The Utah version includes a more streamlined user experience so process owners can easily create, customize, and monitor document processing. Document Intelligence can also automatically extract large amounts of data from long tables in documents like invoices and purchase orders to streamline things like payroll, finance, and procurement processes.
- The ServiceNow Impact is the industry's first solution designed to help customers accelerate the return on their digital transformation investments. Enhancements to performance tools, as well as new Impact accelerators, are available in the Utah version. These additions help platform owners better manage system health and reduce the time required to bring critical dashboards online for better visibility into the status of digital transformation initiatives.
app engine studio
Workplace Builder and Experience Templates
Workplace Builder is a new code-free tool for citizen developers to create, view, and edit workspaces. Experience templates provide developers with a selection of templates that can be used to create new workspaces.
Main benefits
This tool makes it easy for developers with its easy-to-use drag-and-drop builder and intuitive user interface.
Improvements to App Engine Management
The App Engine Management Center has received a major update in the ServiceNow Utah release. Each app now has its own dashboard with reports on the quantitative usage of experiments.
Main benefits
This feature provides detailed information about how apps are used. Based on these reports, a decision can be made whether the application needs to be left as it is or needs to be improved.
Improvements in Table Builder
Table Builder now allows citizen developers to use extended tables and map fields. A new schema view provides an overview and map of tables and database relationships.
Main benefits
Building new tables with multiple fields can be time consuming. This Table Builder update allows users to create tables faster and more efficiently. If an application is comparatively complex, Schema View can be used to visualize table structures and relationships.
Field Service Management
Task Grouping
It has never been easier to plan and coordinate the work of your field engineers. The ServiceNow Utah release will include the new Task Bundling feature, which is available to users with an FSM Professional or Enterprise license. Task grouper allows users to consolidate multiple work order tasks into a single trip.
Main benefits
Grouping tasks improves dispatcher efficiency and reduces costs and travel time. This increases technician productivity and reduces the overall backlog of planned activities.
equipment programming
Equipment scheduling is another great edition of FSM Professional and Enterprise. With this tool, dispatchers can schedule and assign specialized tools and equipment, such as forklifts and heavy machinery.
Main benefits
Equipment Scheduling significantly reduces delays when a Field Engineer is pending the availability of special equipment. In addition to increasing efficiency, it helps reduce the loss or misplacement of equipment by tracking its usage with check-in and check-out procedures.
Process/workforce optimization
Company FSM receives new process and workflow optimization resources in Utah. Process optimization analyzes operational information within instances and reveals hidden delays and bottlenecks. Additionally, this feature improves traceability to connect KPI trends to underlying processes. Customers can apply root cause analysis to address inefficiencies and reduce costs by implementing corrective actions.
Workforce Optimization, on the other hand, increases the quality and efficiency of organizational dispatch and scheduling. By improving shift management and time off requests, Workforce Optimization continually improves the quality and efficiency of service teams, while identifying and promoting resource coaching and team improvement initiatives.
Customer Service Management
omnichannel callback
For many of your customers, phones are still the preferred communication channel; it means they want to call customer service and speak to an agent – quickly, preferably.
Main benefits
In the past, your customers had to wait in a queue if all agents were busy – not anymore! This new feature allows customers to request a callback from an agent. It gives customers the flexibility to be called back as soon as possible or on a specific date, via voice call or video call. This can be requested by submitting a form or directly from the virtual agent.
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