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Automating Incident Management to Improve Customer Service
Alex Ramos, ServiceNow
Room : Juniper 4
Subject : Service Desk
Lab : Sys Admin
Every organization has a way of routing tickets to analysts. However not every service desk has a consistent, automated process. By employing some automation within ServiceNow, organizations can improve service levels, first-call resolution, and the overall customer experience. This lab will explore configurations to enable intelligent, automated incident routing. This lab is an extension of a similar lab from Knowledge 12 and includes additional advanced topics and new features found in the latest release. This lab will include the following automated routing strategies: * Round-Robin Routing * Routing based on analyst workload * "Follow the Sun" Routing * Utilizing ServiceNow schedules * Reporting on routing effectiveness Prerequisites: ServiceNow Administration and basic scripting
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