What's new in CSM in Vancouver? Discover NewRocket's Top 5 Vancouver Features for Customer Service Management

In the world of Customer Service Management, staying up to date with the latest features is essential for providing excellent service and streamlining operations. The ServiceNow Vancouver features in CSM are game changers, offering innovative solutions for businesses

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Welcome to our blog on the latest ServiceNow Vancouver release for Customer Service Management (CSM) features. In this post, we'll delve into the top five features revolutionizing how businesses handle customer service with this latest release. These new tools and capabilities offer a whole new level of efficiency and effectiveness to CSM, making it easier than ever to deliver exceptional customer experiences. Join us as we explore these Vancouver release features and uncover how they can benefit your organization.

1.    Account Lifecycle Events

What is it, and why is it cool? The Account Lifecycle Events application empowers technology industry providers to define a structured, repeatable onboarding experience. It fosters collaboration, transparency, and insight for internal staff members and external customers involved in onboarding. This feature provides a playbook, a case type, and defined case tasks for onboarding, supporting this vital customer process. Configure various tasks in the playbook, such as identifying key personnel, data import, and creating collaborative tasks.

Account onboarding process
A screenshot of a computerDescription automatically generated


2.
   AI & Machine Learning in CSM Workspace

What is it, and why is it cool? Leverage artificial intelligence and machine learning field recommendations for top suggestions and automatic field population within a Workspace form. Recommendations can appear as a list, enabling you to select values from top recommendations using AI. A top recommendation can automatically fill into the field, identified by a highlighted AI label.

List of top recommendations
Auto-filled top recommendation

3.    Service Definitions

What is it, and why is it cool? Service Definitions create connections between products, services, and case types. Customers can use these definitions to discover and request the services they need swiftly. Agents can employ service definitions to create cases of the right type to support those requests. In the Vancouver release, Service Definitions can now integrate with Install Base objects. Agents can create case tasks by selecting from a list of product models, sold products, and install base items associated with a contact, and then choose from a list of available task types.

Project oversight conditions including Specification, Account, Location, and Offering that an order line must match and the project template used to create the project for the order line.

4.    Order Management Integration with Service Portfolio Management

What is it, and why is it cool? This feature automates the creation of projects based on project oversight rules, allowing project managers to monitor order fulfillment as projects in Service Portfolio Management (SPM). It synchronizes order fulfillment tasks in Order Management with associated projects in SPM, providing real-time task updates to project managers and fulfillment agents or managers through notes, comments, and state change information. This capability empowers fulfillment agents, managers, and project managers to view related lists, revealing the relationship between an order line item and project, domain order and project task, and order task and project task.

Project oversight conditions including Specification, Account, Location, and Offering that an order line must match and the project template used to create the project for the order line.

5.    Configurable Customer Portal Widgets

What is it, and why is it cool? Customizable portal widgets offer configurable widget instance options for various customer behavioral variations. These widgets are reusable and save time, allowing for configuration without creating a widget from scratch. You can also configure the visual aspects of widgets, enhancing usability and aesthetics resulting in an improved customer experience. Content customization options enable you to control the data source or content displayed on the portal, aligning the widget with specific customer information.

ServiceNow Customer Service Demo - ServiceNow

In the world of Customer Service Management, staying up to date with the latest features is essential for providing excellent service and streamlining operations. The ServiceNow Vancouver features in CSM are game changers, offering innovative solutions for businesses. We encourage you to explore these features further and consider how they can elevate your customer service management strategies. If you have any questions or need more information, don't hesitate to reach out. Your customers deserve the best; these features can help you deliver just that.

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What's new in CSM in Vancouver? Discover NewRocket's Top 5 Vancouver Features for Customer Service Management

In the world of Customer Service Management, staying up to date with the latest features is essential for providing excellent service and streamlining operations. The ServiceNow Vancouver features in CSM are game changers, offering innovative solutions for businesses

Knowledge Wrap Video

The event provided a vibrant platform for reconnecting with peers, delving into AI transformation, and driving innovation with purpose. Read on to discover how NewRocket made its mark at Knowledge 2024.

What We Learned

From recent insights gathered, we learned that ServiceNow customers are increasingly receptive to adopting AI solutions and ServiceNow has the tools to embrace that head on. However, there's a gap in AI use-cases for more mature users, highlighting the need for a creative approach to accommodate their business needs.

In navigating AI adoption, organizations are challenged to find the delicate balance between embracing innovation and avoiding dependency on emerging technologies. Advisory consulting and trusted guidance beyond initial queries spark interest, particularly around AI's impact on operations. Read our AI blog series to learn more about our approach.

Excitement around GenAI is apparent, with most users eager to explore its potential benefits and invest in quick wins. Notably, advanced use cases like process mining are gaining traction. Key solution themes include interest in native mobile applications, Employee Center migration, and the urgent need for enhanced data capabilities.

Recognitions and Awards

ServiceNow Americas Employee Workflow Partner of the Year

The ServiceNow Americas Employee Workflow Partner of the Year award celebrates Partners' exceptional efforts in enhancing employee experiences through innovative collaborations and technology solutions. Learn More.

UK Public Sector Partner of the Year Award

The ServiceNow UK Public Sector Partner of the Year underscores  Partners' dedication to driving digital transformation and delivering exceptional outcomes for public sector organizations in the UK.

ServiceNow.org Partnership for Good Grant

The ServiceNow.org Partnership for Good Grant highlights Partners' commitment to leveraging technology for social impact and driving positive change in communities around the world. Learn More.

Top 10 Finalist for ServiceNow Best Employee Portal of the Year

ServiceNow's Best Employee Portal of the Year award recognizing Partners' dedication to creating innovative solutions that empower employees and enhance workplace experiences. Learn More.

NewRocket Booth

At ServiceNow's Knowledge 24 event, we connected with 350+ attendees at our booth, showcasing how NewRocket supports organizations on their ServiceNow journey. AI emerged as a key topic, reflecting the growing interest in its potential across businesses. Our strategic advisory approach, FlightPath, aligns technology with business objectives, drawing on our expertise in customer, employee, technology, and security transformation. Plus, we captivated attendees by transforming them into astronauts using AI. See the photo booth results here!

Workshops and Speaking Sessions

Beyond Personas: Developing Holistic Frameworks to Personalize User Solutions

Industry innovation: Consilio’s Transformation Journey on ServiceNow

Dive Into Prototyping to Accelerate Validation With Design Libraries

Make Better Business Decisions by Integrating Risk and Compliance

Participating in ServiceNow's Knowledge sessions and workshops this year was truly enriching. Interacting with customers and partners provided invaluable insights into the future state of ServiceNow and allowed us to have in-depth discussions on how we can collectively offer better experiences across various facets of the platform. From exploring advanced AI integrations to optimizing workflow processes, the conversations were not only enlightening but also inspiring, fueling our commitment to innovation and excellence in the ServiceNow ecosystem. We can't wait to see you next year!

NewRocket Party

Our poolside event at the Capri restaurant in Las Vegas provided a refreshing break from the conference hustle, allowing us to unwind and connect with friends, colleagues, partners, and customers in the cool open air. As the night progressed, we loved creating unforgettable memories and strengthening our bonds within the ServiceNow community.