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Home | Agenda | Breakout New to ServiceNow

WED

Streamlining Support: A Tale of Multiple Inboxes
Jillian Smith,
Room : Starvine 8 and 9
Subject : Service Desk
Breakout : New to ServiceNow

In a world where virtual support reigns supreme, there are indeed support teams that still speak to you live over the phone and via email to provide a personal experience. These mythical support teams are alive and productive at The Home Depot. During this presentation, you will hear about the support processes of two of their high volume support teams who managed all support processes via multiple group mailboxes and how ServiceNow streamlined the management of each team. You'll learn that at The Home Depot, manual reporting, color-coded categories, the great vanishing email and hundreds of subfolders are now a thing of the past.