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ServiceNow Tokyo Release Features for CSM
Miguel Rios
Sep 22, 2022

ServiceNow Tokyo Release Features for CSM

The ServiceNow Tokyo release is finally here, and it offers a range of updates and enhanced functionalities for Customer Service Management.

The new features include redesigned solutions that help companies boost engagement and provide a better customer experience. In the Tokyo release, ServiceNow responds with new, purpose-built capabilities that maximize technology investments.

Order Management

Order Management (OM) is a new add-on product to CSM that enables companies to capture, monitor, and fulfill customer orders in a single system of action.


OM is a new addition to CSM, but it isn't entirely new to ServiceNow. OM provides horizontal order management capabilities, and Order Management for Telecommunications and Media adds content that is specific to the telecommunications and media verticals.


Order Management in CSM provides companies with the data model and workflows needed to execute order management processes. With Order Management, companies can:

ServiceNow Tokyo Release Order Management

Task Intelligence

CSM offers an AI advantage with the introduction of Task Intelligence, that provides several capabilities such as language detection, multilingual case categorization, Sentiment Analysis, and Document Intelligence. These capabilities automate routine tasks throughout the case's duration and enable agents to focus on complex resolutions. The new features included with Task Intelligence are:

ServiceNow Tokyo Release Task Intelligent

Sidebar

With a hybrid workforce agents can’t quickly connect with other agents or Subject Matter Experts (SMEs). Sidebar enables agents to collaborate with other agents or SMEs for fastest case resolution.

For Tokyo release, prioritise conversations around a specific ServiceNow record. Features include:

ServiceNow Tokyo Release Sidebar

UPGRADE YOUR SERVICENOW INSTANCE WITH US

These are just some of the most outstanding Tokyo release highlights for Customer Service Management. But there are more that our team of experts can help you upgrade. Contact us to learn more about how to access ServiceNow certified talent for platform enhancements and upgrades with Now Assist, a subscription-based, fully managed service solution.


LEARN MORE

Check out the previous ServiceNow San Diego release features full article here and read about the digital Hackathon designed by Volteo Digital.

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