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Easy ways to engage ServiceNow users

ServiceNow offers a wide variety of cutting-edge solutions to numerous challenges business face. Now Platform products are tightly-focused and at the same time place the customer at the centre of the experience. Because engaged users are so important to the ServiceNow experience, we would like to highlight several features available in ServiceNow out-of-the-box. These key features can be easily enabled and configured to increase user engagement. A few of the powerful features provided by ServiceNow include:

  • Service Portal
  • Tours
  • Virtual Agent 
  • Knowledge
  • Surveys

These provide functionality that helps to enhance user experience and engagement, and at the same time provide superior platform services. The vast majority of these are ‘quick wins,’ because they can be configured using low-code to no-code methodology.

Service Portal

The Now Platform’s Service Portal enables companies to create a self-service and user-friendly web interface for internal and external users. It’s quite simple to implement the Service Portal using standard, pre-configured out-of-the-box portals. The Service Portal is also extensible, and can be configured to use company-specific themes, menus, page designs, widget designs, and custom functionalities. Organisations should make maximum use of this powerful tool to enhance their users’ experience and interaction with ServiceNow.

Guided Tours

ServiceNow’s Guided Tour is a powerful means of enabling users to train themselves without extra assistance. The Guided Tour provides users with an introduction to the available ServiceNow application user interface. Guided Tours are live tutorials, and guide end users through new features and functionalilties available on the Now Platform. Guided Tours enable user onboarding and promote self-service. The ServiceNow platform offers quite a few guided tours by default for its key system application functions. System administrators are able to adapt existing Guided Tours or create new ones according to the client’s needs.

Virtual Agent 

The ServiceNow Virtual Agent is a chat interface that leverages artificial intelligence to help users resolve issues without interaction from human agents. The Virtual Agent has been configured and designed to conduct automated conversations with users. The Virtual Agent designer tool enables system administrators to create and manage topics for conversation. The Virtual Agent’s topics act as the blueprint for communication with users. Users can retrieve the required information, carry out common tasks and make decisions more quickly through their interaction with the Virtual Agent.

Knowledge Management

ServiceNow’s Knowledge Management application lets companies manage the knowledge base articles in their managed repository. Users can easily retrieve the knowledge bases shared with them and browse through different categories to find relevant knowledge articles. The knowledge articles themselves offer users information on topics such as self-service, troubleshooting and task resolution. Users can also provide feedback on the articles so that future versions are more relevant. The system encourages knowledge sharing and increases the self-service rates for internal and external users. 

Surveys and Assessments

ServiceNow also has the capability to send surveys to users to gather customer satisfaction responses. Surveys are created and sent directly from the ServiceNow platform, and the survey results are gathered and analysed automatically in the system. Company leadership can then make business decisions based on the survey reports’ user feedback to enable improved business performance. Users take part in continuous service improvement by providing their opinions on the use of surveys and evaluations. The overall effect is that user trust is improved, as is confidence in business and support services.

All of these ServiceNow features are easily available for implementation and can be customised according to the needs of the business. They provide ‘quick wins’ that enable organisations to enact improvements in user engagement and enhance the overall user experience. That is the primary reason why we recommend making use of them.

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