{"id":644579,"date":"2021-04-05T10:49:00","date_gmt":"2021-04-05T08:49:00","guid":{"rendered":"https:\/\/www.devoteam.com\/expert-view\/new-features-in-servicenow-quebec-release\/"},"modified":"2021-04-05T10:49:00","modified_gmt":"2021-04-05T08:49:00","slug":"new-features-in-servicenow-quebec-release","status":"publish","type":"expert-view","link":"https:\/\/devoteam.info\/ch\/expert-view\/new-features-in-servicenow-quebec-release\/","title":{"rendered":"New Features in ServiceNow Quebec Release"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>We are here to review the new ServiceNow release named Quebec. We will overview and introduce to you new interesting features and enhancements. <a href=\"http:\/\/www.servicenow.com\" target=\"_blank\" rel=\"noreferrer noopener\">ServiceNow<\/a> focused on implementing and improving AI Features, Analytics, Intelligence, reporting, Mobile apps, and more. It was tough to pick just a few from the upgrade, but here is the list of things we are most excited about.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-workforce-optimisation-for-itsm\"><strong>Workforce Optimisation for ITSM<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Workforce Optimization is a new tool designed to help manage and maintain the productivity of your workforce, allowing you to manage the team\u2019s skills, schedules, and work assignments, and monitor their performance from a single Console.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Featuring:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Recommendation of skills for agents<\/li>\n\n\n\n<li>Queues to route the agents on assigned groups and skillset<\/li>\n\n\n\n<li>Monitor and measure team performance and provide feedback using assessments<\/li>\n\n\n\n<li>Coaching and providing training to your team<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Predict demand for agents<\/em><\/strong><strong><br><\/strong><em>Using your historical data to forecast resources for your shifts.<\/em><strong><\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/alps.devoteam.com\/wp-content\/uploads\/sites\/16\/2021\/05\/1-1.png\" alt=\"\" class=\"wp-image-2845\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Automating employee coaching and training<\/em><\/strong><strong><br><\/strong><em>Assess your team\u2019s performance\u202fand set coaching plans to improve their skills.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/alps.devoteam.com\/wp-content\/uploads\/sites\/16\/2021\/05\/2-1.png\" alt=\"\" class=\"wp-image-2846\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-user-experience-analytics\"><strong>User Experience Analytics<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Part of Now Intelligence, Formally called Mobile Analytics, since the Paris release known as User Experience Analytics, is a tool used to collect and analyze usage of Mobile Apps, now also includes&nbsp;<strong>service portals<\/strong>.<br><br>Experience Analytics provides options to monitor the key performance indicators, which then helps to make better decisions on where and how to optimize and improve portals.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>User Experience Analytics Dashboard<\/em><\/strong><strong><br><\/strong><em>Review what do people order from the service catalog, which knowledge articles are most viewed, how and where do users spend their time on the portal.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/alps.devoteam.com\/wp-content\/uploads\/sites\/16\/2021\/05\/3-1.png\" alt=\"\" class=\"wp-image-2847\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-enhancements-of-now-mobile-apps\"><strong>Enhancements of Now Mobile Apps<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">ServiceNow clearly focused to improve the experience not only for users but also for the Developers, making customization of the apps more accessible and the apps themself feel better than ever before.<br>With new&nbsp;<strong>Mobile developer tools<\/strong>,&nbsp;<strong>customized card<\/strong>&nbsp;<strong>view,&nbsp;<\/strong>and&nbsp;<strong>AI search<\/strong>, it\u2019s now the best time to deep dive in and uses the full potential of mobile apps.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Customized card views<\/em><\/strong><br><em>Use Cards to display records in the mobile app in a clear and appealing way.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/alps.devoteam.com\/wp-content\/uploads\/sites\/16\/2021\/05\/Screenshot-2021-04-05-at-20.58.31.png\" alt=\"\" class=\"wp-image-2848\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Mobile Card Builder<\/em><\/strong><strong><em><br><\/em><\/strong><em>Tool for developers to create cards using out of the box Templates or by creating their own custom templates.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/alps.devoteam.com\/wp-content\/uploads\/sites\/16\/2021\/05\/5-1.png\" alt=\"\" class=\"wp-image-2849\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-dispatcher-workspace\"><strong>Dispatcher Workspace<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Workspace is a word we can see often when reviewing the release notes, since the release of Agent workspace, many things have improved and now are being distributed to other parts of the platform.<br><br>Dispatching for Field service management is not an exception,<br>All of the dispatching features were brought together under one modern interface making the workflow of the dispatcher more efficient and intuitive<br>to efficiently route work to field service agents, or to monitor their performance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Dispatcher Dashboard<\/em><\/strong><strong><em><br><\/em><\/strong><em>The homepage of the Dispatcher Workspace<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/alps.devoteam.com\/wp-content\/uploads\/sites\/16\/2021\/05\/6-1.png\" alt=\"\" class=\"wp-image-2850\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-engagement-messenger\"><strong>Engagement Messenger<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A feature which was often requested in the past by many customers, has been added and it would be a shame to not mention, we can now quickly and with low-code or no-code deploy Servicenow messenger with all its perks as AI search, virtual agent chat, and messaging. With options to access Knowledge, service catalog, cases, work orders, and appointment booking extending the self-service experience to third-party portals.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Live agent chat<\/em><\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/alps.devoteam.com\/wp-content\/uploads\/sites\/16\/2021\/05\/7-1.png\" alt=\"\" class=\"wp-image-2851\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Catalog feature<\/em><\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"http:\/\/alps.devoteam.com\/wp-content\/uploads\/sites\/16\/2021\/05\/8-1.png\" alt=\"\" class=\"wp-image-2852\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Disclaimer:<\/em><\/strong><strong><em><br><\/em><\/strong><em>Information and screenshots used in this article are coming from official ServiceNow documentation released for the Quebec upgrade.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Do you have any questions? Don\u2019t hesitate to&nbsp;<a href=\"https:\/\/nplatform.devoteam.com\/get-in-touch\/\" target=\"_blank\" rel=\"noreferrer noopener\">contact us<\/a>!<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We are here to review the new ServiceNow release named Quebec. We will overview and introduce to you new interesting features and enhancements. ServiceNow focused on implementing and improving AI Features, Analytics, Intelligence, reporting, Mobile apps, and more. It was tough to pick just a few from the upgrade, but here is the list of [&hellip;]<\/p>\n","protected":false},"featured_media":644581,"template":"","categories":[4722],"tags":[],"industry":[],"class_list":["post-644579","expert-view","type-expert-view","status-publish","has-post-thumbnail","hentry","category-servicenow-ch"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t<figure class=\"wp-block-post-featured-image\"><a href=\"https:\/\/devoteam.info\/ch\/expert-view\/new-features-in-servicenow-quebec-release\/\" target=\"_self\" ><img width=\"2560\" height=\"1707\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/markus-winkler-afW1hht0NSs-unsplash-scaled-1.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"New Features in ServiceNow Quebec Release\" style=\"aspect-ratio:4\/3;width:100%;object-fit:cover;\" decoding=\"async\" loading=\"lazy\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/markus-winkler-afW1hht0NSs-unsplash-scaled-1.jpg 2560w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/markus-winkler-afW1hht0NSs-unsplash-scaled-1-300x200.jpg 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/markus-winkler-afW1hht0NSs-unsplash-scaled-1-1024x683.jpg 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/markus-winkler-afW1hht0NSs-unsplash-scaled-1-768x512.jpg 768w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/markus-winkler-afW1hht0NSs-unsplash-scaled-1-1536x1024.jpg 1536w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/markus-winkler-afW1hht0NSs-unsplash-scaled-1-2048x1366.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/a><\/figure>\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Expert View<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/ch\/expert-view\/new-features-in-servicenow-quebec-release\/\" target=\"_self\" >New Features in ServiceNow Quebec Release<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>New Features in ServiceNow Quebec Release | Devoteam<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/devoteam.info\/ch\/expert-view\/new-features-in-servicenow-quebec-release\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"New Features in ServiceNow Quebec Release\" \/>\n<meta property=\"og:description\" content=\"We are here to review the new ServiceNow release named Quebec. 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We will overview and introduce to you new interesting features and enhancements. ServiceNow focused on implementing and improving AI Features, Analytics, Intelligence, reporting, Mobile apps, and more. It was tough to pick just a few from the upgrade, but here is the list of&hellip;","_links":{"self":[{"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/expert-view\/644579","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/expert-view"}],"about":[{"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/types\/expert-view"}],"version-history":[{"count":0,"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/expert-view\/644579\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/media\/644581"}],"wp:attachment":[{"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/media?parent=644579"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/categories?post=644579"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/tags?post=644579"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/devoteam.info\/ch\/wp-json\/wp\/v2\/industry?post=644579"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}