Created with Sketch.

Recovery Email

Your account give you access to even more premium content, don't lose access to it. Provide a recovery email below.
  • Secondary E-mail

Solve issues faster with a workspace built to facilitate resolutions. From a single view, get full context, analytics, and AI-assisted recommendations to resolve issues quickly.

Your command center for taking action.

Benefits of Agent Workspace

Improved agent efficiency

Work on multiple issues concurrently in an optimized, intuitive layout.

Speedy resolution

Resolve issues faster with automated suggestions powered by machine learning.

Proactive identification of major incidents

Get notified of potential major incidents based on issue frequency/impact.

Greater visibility for agents

Keep informed of updates and surface important insights with a live activity feed and analytics.

App highlights

Single-pane view

See all details related to an issue in one place, neatly organized in tabs.

Agent Assist

Agent assistance

Close cases and incidents faster and smarter with AI-assisted recommendations.

Integrated communication channels

Integrated communication channels

Communicate seamlessly with customers from the same interface while reviewing issues.

Major Incident identification

Get automatically notified about potential major incidents.

What you get with Agent Workspace

Seamless handoff from chatbot

Transfer customers from Virtual Agent to a live agent when needed.

Advanced work assignment

Automatically assign work items based on agent availability, capacity, and skills.

Automatic interaction logging

Automatically log conversations initiated from a chat or phone call.

Agent assistance

Use Agent Assist to display applicable solutions in the sidebar for easy reference.

Anticipate big problems

Intelligently identify and raise a major issue or incident with one click.

Flexible layout

Agents can personalize the layout by showing, hiding, and resizing sections.

Tabbed interface

Navigate between records using tabs and easily maintain context with child tabs.

Global search

Find anything in the workspace or perform contextual search within a form.

Feature details

Close Event Overlay.
Advanced Work Assignment with Agent Affinity
Solve issues faster by assigning them to agents most familiar with the customer and the context surrounding the problem. Advanced Work Assignment automatically assigns work items based on agent’s availability, capacity, and skills. To maintain continuity, Agent Affinity assigns a chat request or incident to an agent that has handled this chat, case, or incident in the recent past.
Playbook Experience
Provide complete visibility and step-by-step guidance on what activities and tasks are required to increase case resolution efficiency.
Analytics Center
Answer questions about data, get personalized insight into KPIs, and automatically surface disruptive trends that could impact service delivery.
Agent assistance
Take advantage of built-in machine learning based recommendations that present solutions from similar incidents in the past. Configure Agent Assist to present answers from a variety of sources, including knowledge base articles, social Q&As, service catalog items, incidents, and cases. Display the suggestions in the sidebar for easy reference.
Automatic interaction logging
Automatically log conversations initiated from a chat or phone call. If needed, easily create a case or incident from the interaction.
Flexible layout
Agents can personalize the layout by showing, hiding, and resizing sections.
Get ahead of big problems
Intelligently identify and raise a major issue or incident with one click. From that issue or incident, allow agents to create problems and changes associated with it within Agent Workspace. If a knowledge base article is unavailable, agents can automatically initiate workflows to fill knowledge gaps and ensure the right content is created. Once created, the new knowledge article will be available through Agent Asset for future occurrences of the problem.
Global search
Find anything in the workspace or perform contextual search within a form.
Tabbed interface
Use separate tabs within the workspace to easily navigate between records. Open additional information about cases in child tabs with complete context.
Seamless handoff from chatbot
Connect Agent Workspace with Virtual Agent to easily transfer customers to a live agent when needed and provide all chat details for the agent’s review.
// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

form close button

Contact Us

I would like to hear about upcoming events, products and services from ServiceNow. I understand I can unsubscribe any time.

  • By submitting this form, I confirm that I have read and agree to thePrivacy Statement.