Introduction to Customer Service Management in ServiceNow

How to benefit from the automatic routing and assignment of tasks through AWA


About the webinar

Ever wondered how to resolve complex customers issues end-to-end? How to drive action to instantly take care of common requests?
In this live webinar, we will focus on one of our favorite platform features, Advanced Work Assignment (AWA). We will demonstrate how to automatically assign work items to your agents, based on their availability, capacity, and skills. Work item queues, routing conditions, assignment and many more will be covered by our ServiceNow CSM specialists.

You will learn how ServiceNow Customer Service Management can help you to:

  • Increase agent productivity
  • Make it easy for customers with self-service
  • Monitor for issues, create cases automatically
  • Assign tasks across the enterprise
  • Fix issues to prevent future calls

Speakers & Hosts

Hans Vander Elst
ServiceNow Practice Lead
Mark Whelhan
Senior Manager at ServiceNow
Florent Poilvache
Junior ServiceNow Consultant
Korneel Lams
Inside Sales Representative

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