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Simplify Complex Troubleshooting Processes Using Guided Decisions with ServiceNow

By Rashmi Jagada on October 24, 2022

Using Decision Trees to Drive Your Guided Decisions With ServiceNow’s Guided Decisions tool as part of the Customer Service Management application, your agents have a powerful way to solve all queries. When simple queries come…

Crowdsourcing for Customer Support Part 2 – Leverage the Existing Knowledge Within Your Organization

By Rashmi Jagada on October 24, 2022

Growing Demand leads to a New Model of Customer Support Crowdsourcing Part 2: Leverage the Existing Knowledge Within Your Organization As your company experiences rapid growth you’ll see Customer Support start to stretch its already…

Top 3 Big Waves of San Diego Customer Service Management (CSM)

By John Gubatayao on July 27, 2022

Surf’s up for the Customer Service Management (CSM) San Diego Release. Recently, I was captivated by HBO Max’s 100 Foot Wave documentary. Those gigantic waves in Nazare were awe-inspiring to watch being surfed. Similarly, ServiceNow…

How to Implement a ServiceNow Virtual Agent

By Lisa McGhee on March 1, 2022

How Do We Improve Customer Self-Service? How do we improve customer self-service and gain user adoption? First, we’ll explore ServiceNow’s Virtual Agent option in this blog post. Then, we will also cover the best practices…

Frictionless Customer Service Management Creates Loyalty

By John Gubatayao on February 22, 2022

As companies look for better ways to create seamless customer service, there are many options to consider. Let’s explore how frictionless customer service management creates loyalty. Package Delivered This past holiday season, the dreaded missing…

Crowdsourcing for Customer Support: A New Way to Meet the Growing Demand

By Rashmi Jagada on February 11, 2022

Existing way of providing support Traditional customer support at a majority of organizations has always been a one-to-many relationship. A customer contacts Customer Support, usually via phone or email, for an issue that they are…

ServiceNow Rome: When in Rome, do like Customer Service Agents do

By John Gubatayao on October 7, 2021

ServiceNow Rome Release provides monumental new Customer Service Management features to improve supporting your customers. Customer Data Models for B2B2C Now say B2B2BC two times fast, LOL. ServiceNow Rome Release provides a new data model…

How ServiceNow Agent Chat and its Supporting Features Work

By Lisa McGhee on April 29, 2021

ServiceNow Agent Chat Chat bots and live chat are nothing new. You’ve probably used chat on a web site while shopping or making an inquiry as a customer. Some chat experiences are good, and some…

How to Use Survey Development in ServiceNow to Measure Customer Satisfaction

By Jake Ellsworth on October 30, 2020

How to Use Survey Development in ServiceNow Let’s imagine that your Support Desk manager has come to you and asked you to build some Customer Satisfaction surveys (nSAT) in ServiceNow and you are not sure…

Top 5 Paris Customer Service Romantic Spots

By Jake Ellsworth on October 2, 2020

Paris is one of the most beloved cities in the world and the iconic Eiffel Tower is one of the most well-known landmarks. And, so, it’s only fitting that ServiceNow’s Paris release would have some…

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By Rashmi Jagada on October 24, 2022

By Rashmi Jagada on October 24, 2022

By John Gubatayao on July 27, 2022

By Lisa McGhee on March 1, 2022

By John Gubatayao on February 22, 2022

By Rashmi Jagada on February 11, 2022

By John Gubatayao on October 7, 2021

By Lisa McGhee on April 29, 2021

By Jake Ellsworth on October 30, 2020

By Jake Ellsworth on October 2, 2020

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