6.3: Additional Configurations Flashcards
Predictive Intelligence uses
machine-learning algorithms to set field values during record creation
Improve efficiency and quality, and reduce cost by: * Reducing task resolution times
* Reducing the number of interactions required to resolve tasks
* Reducing the error rates of categorizing and assigning work
**Users with the admin or ml_admin role will be able to initiate the set up of Predictive Intelligence.
For example, when an incident is created, ServiceNow will
automatically assign the correct category, priority and assignment group based on t he record’s short description. A request er no longer has to scroll down multiple lists to choose the most appropriate category. Additionally, the incident created gets the right attention and SLA it deserves, thus increasing the overall service level satisfaction.`338
Use Now Assist to
- Explore generative AI search in your instance
- Install products and plugins
- Customize workflows and use your own third-party LLM license
The Now Assist Admin Console gives you
the power to leverage and manage Generative AI-powered features across the ServiceNow Platform. Here you may install product plugins for IT, customer, and employee personas. Use this console to educate yourself on all the features and settings this console has to offer. Sign up for your developer instance today and explore the Now Assist Admin Console. 339
Using Sidebar in Supported Workspaces
Using Sidebar, agents can have real-time collaboration with others based around a Workspace task-based or interaction-based record. 340
Sidebar discussions facilitate the exchange of information and knowledge to help resolve issues faster and with higher -quality outcomes.
- Sidebar discussions: Display Sidebar discussions dialog
- Pin: You can permanently pin the menu to the side of the screen.
- All , Unread, Favorites: Select whether you want to view all discussions, unread discussions, or only ones marked as favorites.
Sidebar is supported in these workspaces:
- CSM Configurable Workspace
- CSM Manager Workspace
- HR Agent Workspace
- ITSM Manager Workspace
- Vendor Management Workspace 340
Docked Chat Windows (Fulfillers)
Fulfillers can access multiple Sidebar discussions at the same time using the docked windows feature.
Avatar and presence When a Sidebar discussion is created,
the record card is automatically added at the start of the chat window.
Docked chat w indows include t hese feat ures:
- Favorites: Marks the sidebar discussion as a favorite. Discussions that have been marked as favorites display under the Favorites tab
- Information: Opens the discussion info panel that includes the About submenu, Participants submenu and the leave discussion button
- Collapse: Collapses the discussion so it displays only as a tab at the bottom of the screen
- Close: Closes the window
User Avatar and Presence: Displays the user’ s avatar and presence (online status). The dot indicates the user’ s presence depending on whether they are logged in to the plat form.
- Green dot - user is logged in.
- No dot - user is not logged in.
- Orange dot - user recently logged out.
Activity Stream in Sidebar
Sidebar is integrated with activity stream. When you start a Sidebar discussion, a tile corresponding to the discussion is automatically added to the activity stream. Sidebar and discussion tiles are only available with Next Experience.
Knowledge Check
1. What should you consider when exporting a report to PDF and sharing the exported file?
- Information may be obsolete
- Access control is not enforced on exported data
Knowledge Check
2. What are the four tabs used to guide the user through creating a new report in the report designer?
- Data, Type, Configure, and Style
Knowledge Check
3. What can trigger a notification?
- Record inserted or updated * Event is fired * A script
Knowledge Check
4. Name three ways of sharing a report with other people in the organization.
- Scheduled email * Export to PDF * Publish
