Knowledge Base. The CMDB Agent Workspace plugin (com. Yes, the agent workspace (now already obsolete!) was designed for the desk, but seems like ServiceNow is positioning the Service Operations Workspace for the mass itil audience. In Agent workspace clicking the Resolve UI Actions sets state to "Closed" instead of "Resolved"If you drilldown on a counter widget on the Agent Workspace homepage, taking you to a list of records, the list does not refresh the record count when one of them is altered such as to take it off theAPI provides methods that you can use when developing client scripts in the UI Builder. ServiceNow commissioned research on how AI will affect the skills of the future. This method is only available in the client scripting environment or in a UI action on the workspace client script field. Skip to page content. See how we have successfully integrated AWS Connect with our Agent Workspace; putting everything our support agents need on a single screen. Click the PREVIEW link on a Workspace's card in the section to open the Workspace. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. In this exercise, you will explore the baseline IT Service Management Agent Workspace to familiarize yourself with Workspaces and their capabilities. Key features Landing page Tailored landing page for your Service Desk agents. Login to a Quebec or RomeLet's take the incident table for the article. Name of the table that contains the record to open. Highlight list fields not working when "Wrap List Text" is enabled in Workspace settings Steps to Reproduce Navigate to Workspace Experience > Administration > Highlighted Values and click New. Take action easily with the latest data at your fingertips. For additional. Navigate to your ServiceNow instance’s “Agent Workspace” application and create a new workspace record. CauseFor customers switching over to Agent Workspace, Client Scripts will not work the same the way as it works in native UI. **This feature is available in New York release and forward** This article provides a method to pass values to a form from the URL in Agent Workspace. dialog opens. Select a field to include in the list. Special characters like underscores (_) are removed. Give service managers a complete view of their assets and teams’ tasks. Activate or deactivate transcript download. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. Virtual agent : Also referred to as “chatbot” or “virtual assistant,” virtual agents interface with the customer to quickly get them what they need. The Agent Workspace view of the Playbook process elevates the lanes (e. "Intake" and "Triage") and the activities (e. The ServiceNow Agent Workspace application is designed to increase efficiency and speed up issue resolution with machine learning suggestions, preemptive alerting, and live updates. AI Search is available with the Now Platform ®. “ServiceNow has provided frictionless ways for colleagues to handle their IT; it has removed a lot of mundane tasks and certainly made onboarding new. Typically it will be a blank white page for 20-30 seconds before the workspace finally loads. Cause. Form is loading as Read-only mode in agent workspace. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. One type of experience is a Workspace, which is a dashboard to interact with application data. Learning Build skills with. Risk Management Workspace. From the native platform, go to that form view. Figure 2: Initiate TeamViewer Unattended Connection with one click from the ServiceNow Incident. Track reported issues, service requests, and maintenance plans. Click the PREVIEW link on a Workspace's card in the section to open the Workspace. Navigate to All> UI Builder/UI Builder for Agent Workspace for HR case Management: 2. Financial Services Operations;. Transform manual tasks and mundane work into digital workflows. Client scripts are executed in response to something happening on a page, such as: User interaction events/actions, such as a button click. Dig deeper into Dynamic Translation. Partner Grow your business with promotions, news, and marketing tools. Certain content is no longerYou can grant access to workspace for specific role users by creating the acl or changing the existing acl. Set up Agent Chat Configure AgentDocumentation Find detailed info about ServiceNow products, apps, features, and releases. Provide employees with a unified portal to create reservations, access maps, register visitors, and order services. Explore the Open PI Incidents component. This method is only available in the client scripting environment or in a UI action on the workspace client script field. Learn More. Agent Workspace General FAQs - Support and Troubleshooting - Now Support Portal. Field Service Management Dispatcher Workspace. ServiceNow Agent Workspace has new and updated features in the Madrid release. Cause For customers switching over to Agent Workspace, Client Scripts will not work the same the way as it works in native UI. Discover Solution Watch Video. All. The ServiceNow user-agent string can be overridden by creating the System Property glide. HR Agent Workspace. The client scripts needs to modified so that they work the same way in native UI. ServiceNow has long had a Service Desk Call plugin that in some ways is the spiritual predecessor to Interaction Management. Could you please help with the solution. In Agent Workspace, there is a way to have the Sidebar toggled off by default every time a new record is opened. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. To edit the form, select a different type of record, or contact your administrator. Skip to page content Combine Customer Service Management with other products and apps to create a powerhouse customer experience platform. Powered by the Now Platform ® and available as a fully native iOS or Android app, Mobile Agent delivers out-of-the-box, mobile-first experiences for the most common fulfiller workflows. There might be a need to display more than 5 if a service channel record has more thanDynamic Translation not working/visible in agent workspace: Log in to the instance. There is no constructor for the. Define, track and monitor a project from start to finish in a single location. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. With AWA enabled, we have 2 actions available for agents on Workspace. Agent Workspace is not supported to. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. HTTP Effect is used to request items from the kb_knowledge table using Table APIs and Now Design System components to make it look attractive. About. openRecord (String table, String sysId, Object params) Opens a specified record, such as a form, in a subtab within. The new UI Builder-based workspace makes it more. Clicking on a pdf file in Agent Workspace displays Preview not available Steps to Reproduce Go to Agent Workspace Home 2. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. Drag and drop the PA indicators or containers. Skip to page content. The 'Checklist' is not showing on Agent Workspace view is because the 'checklist' is a UI-Macro and Agent Workspace does not support macros. Documentation Find detailed information about ServiceNow products, apps, features, and releases. You can configure the workspace name, description, and other details based on customer requirements. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. snc. When copying the URL of a list and opening it in a new tab in Agent Workspace, the Save As button does not show up Steps to Reproduce In Agent Workspace for a Quebec instance, navigate to Lists > IncidentsAgent Workspace: Issue when typing in a field (e. Special characters like underscores (_) are removed. HTTP Effect is used to request items from the kb_knowledge table using Table APIs and Now Design System components to make it look attractive. 1. In this exercise, you will explore the baseline IT Service Management Agent Workspace to familiarize yourself with Workspaces and their capabilities. Create averages for product life cycles in workspace. Design a self-service user experience with a responsive portal interface. Setting Manager Field in Developer forum yesterday. We’re at a unique moment in business history. Request apps on the Store Visit the ServiceNow Store Enable an agent to quickly start prioritizing tasks by redirecting the agent to the Service Operations Workspace landing page after logging in to the ServiceNow instance. GlideAgentWorkspace (g_aw). The component can be placed in the Workspace form using the. How search works: Punctuation and capital letters are ignored. Management Provide instant access to relevant knowledge for patients, consumers and agents. login any OOB instance with Paris or any other versions 2. Known synonyms are applied. GoUse Agent Assist in Agent Workspace - Product Documentation: Utah - Now Support Portal. You do not create a Workspace for the Suggestion Box application. CreateThis quick tutorials should explain how to add a new declarative action (DA) to your workspace action bar that opens a page in a new tab. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. 2 weeks ago. Organizations face mounting pressure to streamline their processes and improve productivity and performance, often with tighter budgets and fewer resources. Select Workspace and give the values as: Additional Information. It can be one of Default View, Workspace or a custom view. If you saw Live Coding Happy Hour on August 19, 2021 (part 1) or September 2, 2021 (part 2), this post will go through the same material. update in March 2024. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Communities Connect patients, consumers, and employees with their peers to find answers and solve problems. NOTE: The Suggestion Box application is used throughout this learning module to describe the concepts behind creating a Workspace. transcripts in their workspace alongside customer data and case details for improved customer service. Mega Guru. Learning#15: Auto Populate Email ID from Field "Requested For" in Catalog Form. How to get Service Operations Workspace. This app shell focus' on workspace experiences for agents to view and resolve multiple records at the same time. This guide shows Staff how to use Agent Workspace and resolve service requests. When a record is opened from Agent Workspace is possible to see the following messages: Release or Environment. Set up your ServiceNow instance to integrate Microsoft Teams applications. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. How to get AI Search. HTTP Effect is used to request items from the kb_knowledge table using Table APIs and Now Design System components to make it look attractive. ServiceNow Agent Workspace allows you to create your own workspace to simplify your organization’s workflow of custom tasks. Lists are not rendered/ shown in Agent Workspace - Support and Troubleshooting > Knowledge Base > Login here. Sign in for more! There's more content available only to authenticated users. 3. On platform UI when an Incident is set to On Hold - Awaiting Caller, the Additional Comments field becomes mandatory and the Post button is hidden. If the global field is not checked ,template will not show up. To transition from the legacy agent workspace to the new Agent Workspace, you can follow these steps:The message - 'This form has not been configured for Workspace. Dig deeper into Dynamic Translation. Workspaces include everything agents need to find, research, and resolve issues. With the current functionality of workspace, usersUsers might experience of getting frequent out of memory errors or browser window crashing, when using the Agent Workspace inside Chrome 32-bit browser. Known synonyms are applied. What's new at ServiceNow See All News NEWS ServiceNow expands Now Assist GenAI capabilities New Now Assist solutions include Virtual Agent, flow generation, and Field Service Management. Risk Management helps organizations to identify high-impact risks, improve risk-based decision-making, and reduce reaction time from days to minutes. In the Filter… field, enter the text UI OR select Server Development from the categories in the left-hand pane. Configure the UI Action. Known synonyms are applied. Key feature. Skip to page contentSLA data keeps loading in Agent Workspace widget - Support and Troubleshooting - Now Support Portal. Control the display of agent names and avatars in the chat window. Associating an empty Core style record to the Polaris theme presents a white screen. In Agent Workspace chat, when using the "Transfer to Queue" quick action, currently it only displays 5 active queues. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. . Any. The user should have "template_editor_global" role to see the template. g_form. g "Description") or other string field (4000 characters) Steps to Reproduce Hop into any Tokyo instance and got to Agent Workspace Open any incident recordPlaybooks are the visualization of a process. The template_editor_global is required to show global templates on the Agent Workspace. There might be a need to display more than 5 if a service channel record has more thanOnce the plugin is activated, it introduces a new snc_internal role and adjusts ACLs (access control list) to use that role which includes REST API access rights which is what the graphQL calls probably lose access temporarily. Refer to the DocumentAutomate and connect anything to ServiceNow Transform manual tasks and mundane work into digital workflows. This article details the steps to make use of Advanced Work Assignment to route work items to agents in Agent Workspace based on the needed skills. Field Service Management Dispatcher Workspace. View Docs. Sometimes, this toolbar might not appear. Alert Workspace Lists unable to auto refresh - Support and Troubleshooting - Now Support Portal. >. The agent will have their workspace open and set themselves available for a queue. Known synonyms are applied. There will be three sections in the Details, Case, Comments and Related Search Results. The solution combines the strongest industry-adopted, government-approved encryption standards with flexible key management. . The most relevant topics (based on weighting and matching to search terms) are listed first in search results. Predictive Intelligence. ServiceNow provides client-side JavaScript APIs allowing all of you to control aspects of how ServiceNow is displayed and functions within the web browser. Name: <name>. In Agent workspace,under Change Module 'My Approvals' is not present, this cause Change Approvals difficult to approve the Change Request Steps to Reproduce In Agent workspace - Create a Normal ChangeIn Agent workspace, while creating own custom list, on selecting reference field for example "Assignment group" it is not showing complete choice values. The Incident workspace form is similar to the default platform Incident form. In Agent workspace clicking the Resolve UI Actions sets state to "Closed" instead of "Resolved"ServiceNow Agent Workspace. SANTA CLARA, Calif. It is achieved using an information enriched view of an issue in one interface with relevant suggestions based on Machine learning concepts like Agent Assist, Agent Intelligence, and Predictive. Additional Information. Monitor case status and completions in a central workspace. CMDB-specific widgets: CMDB Health, CMDB Relationships, and CMDB Timeline. Business leaders must drive uninterrupted innovation and. Then, select ServiceNow in the left navigation menu to open the configuration form. - Open Agent Workspace Home - Click New button to create new Incident or Case (for Case, Customer Service Management plugin must be installed) - Observe form is empty - see screenshots attached below: Release or Environment. “ServiceNow Customer Service Management has all the functionality we need out of the box to streamline services and unlock greater. - Open Agent Workspace Home - Click New button to create new Incident or Case (for Case, Customer Service Management plugin must be installed) - Observe form is empty - see screenshots attached below: Release or Environment. Here are some of the key features:Landing page - Get started with the landing page that is tailored for your Service Desk agents and Level 2/3 analysts. For the example scenario given above, use the below workaround; Go to System Definition > Client Scripts and click New. Ask questions, give advice, and connect with fellow ServiceNow professionals. Dig deeper into Dispatcher Workspace. Define, track and monitor a project from start to finish in a single location. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Update the List Element. Provides an overview of agent actions, account hierarchy, special handling notes, related lists, and Agent Assist. Encountering a problem with a User Interface (UI) Policy that has the Run Script feature enabled, which is designed to display or conceal Annotations on Workspace. Key features Landing page Tailored landing page for your Service Desk agents. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. Lists 3. Back. Navigate toUse the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Skip to page content. " Skip to page content. Sign in for. Agent Workspace Enhance agent productivity withIn a new browser tab, go to the Teams Rooms Pro Management portal and go to Settings. A new generative AI capability, Now Assist for Virtual Agent delivers conversational experiences and automates workflows. In Agent workspace, 'Additional Comments' is visible as default input option on form load and user need to select 'Work Notes' from dropdown manually. Documentation Find detailed info about ServiceNow products, apps, features, and releases. Virtual agent : Also referred to as “chatbot” or “virtual assistant,” virtual agents interface with the customer to quickly get them what they need. In the Landing Pages related list, set the value of the Order field of the landing page that you want to set as the default to minimum. Hi @Jordan Bourgeoi ,. listIn this exercise, you will explore the baseline ITSM Agent Workspace to familiarize yourself with Agent Workspace and its capabilities. in ITSM forum 04-10-2023If we have a custom agent workspace configured, The Compose Email form is not rendered exactly same as that of the OOB agent workspace. Skip to page content. Learn More. Chat from service portal using Virtual Agent. Configure Workspace Agent Chat to enable customers to ask questions and receive information by chatting with a live agent. But there’s every reason to upgrade now, stay ahead of the competition, and deliver the workspace. Empower your agents to guide. Check if the user is affected by this PRB1332000. Check if the user has "template_editor_global" role. From the filter navigator, navigate to sys_aw_list. Role required: admin Ensure that In Agent workspace, when typing words on the description field continuously with little speed, the letters are missing and starts flickering. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. Track coverage, swaps, and time-off requests. For employees, the conversational AI chatbot within their Teams workspace offers self-service troubleshooting for common requests, which frees up help desk agents to focus on more complex or urgent issues. Transform manual tasks and mundane work into digital workflows. In Agent Workspace , an interaction record opens in a parent tab and the specified entity record opens in a child tab under the interaction tab. Go to any Madrid Patch 4. Developer Build, test, and deploy applications. When there is no 'New' button (action-assignment) configured for the related-list table but by-default the 'New' button is showing in that related-list, therefore it is pointing to the 'New' button fromMany options like text color, insert/edit image, insert/edit video which are present in the rich text toolbar of platform UI are missing from the rich text toolbar of Agent workspace. However,To reconfigure the list to show different columns, update the. g. In this exercise, you will explore the baseline IT Service Management Agent Workspace to familiarize yourself with Workspaces and their capabilities. Explore the Agent. Steps to Reproduce 1. ServiceNow Learn more about ServiceNow products and solutions. Release or Environment. Case navigation and management become a lot easier by enabling agents to handle multiple records of several types in one single tab/window of their web browser. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. Agent Workspace can not preview excel, word , ppt files, it throws errors "The file type is currently not supported" - Support and Troubleshooting Knowledge Base Support and Troubleshooting (Knowledge Base) Agent Workspace not showing Activities section - Support and Troubleshooting - Now Support Portal. Agent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling tier 1 agents to be more efficient. ITSM ServiceNow User Research - Unlock Your Productivity Potential - Revolutionize Work Mgmt! in ITSM blog 06-07-2023; Need help on CI selection based on Callers value in Agent workspace in ITSM forum 06-02-2023; Custom Business Rule is not working in Service Operations Workspace. Partner Grow your business with promotions, news, and marketing tools for partners. To complete the exercises, switch to the Admin user role. New List Action Button on Agent Workspace to display a Assigned to Field. Customer Service Management Configurable Workspace. Dynamic Translation not working/visible in agent workspace: Log in to the instance. Keep your hybrid workforce engaged and productive. You can manage the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows. Agent Workspace is a configurable service desk application that provides an. Login here. Starting in the Orlando release, you can customize the look of agent workspace with your company's logo and up to two brand colors. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. Simplify and accelerate everyday work with built-in machine learning. Developer Build, test, and deploy applications. Use the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Documentation Find detailed info about ServiceNow products, apps, features, and releases. In this post, we will provide a walk through on how to create your first and basic playbook in ServiceNow. Factors. In the AgentThe Tokyo release introduces ServiceNow Vault, which helps protect business-critical applications using premium platform privacy and security controls. ServiceNow UI Builder creates workspaces with a single builder. Impersonate as System Administrator. You will create a Workspace for the To Do application in the hands-on exercises. Manage business services, importance and impact tolerance, scenario analysis and self-attestation. ”. . When you open the same record from Workspace list view, Compose/Activities. If you want to change the view of the incident workspace form. Sign in for more! There's more content available only to authenticated users. Texts typed in Work notes or Comments gets disappeared first time when switching between browser tabs from Agent Workspace Steps to Reproduce 1. Workforce Optimization. Service Operations Workspace. Gain real-time visibility across channels and work so you can manage for optimal performance. Automate and connect anything to ServiceNow. When viewing a related list associated with a record in Agent Workspace, the number of records shown does not match the related list for the same record when viewing the record in UI16. App Engine Studio creates a Workspace that is edited from the Workspace. In this post, we will provide a walk through on how to create your first and basic playbook in ServiceNow. In customer support, the customer case (or simply ‘case management’) is the primary, most essential entity. How search works: Punctuation and capital letters are ignored. Sys ID of the record to open. Name of the table that contains the record to open. • Install base foundation: Provide agents with a 360-degree view of a product install base and services. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. . This reference lists available classes and methods along with parameters, descriptions, and examples to make controlling the end user experience easier. Create seamless experiences for customers and agents with compliance. The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications. The client scripts needs to modified so that they work the same way in native UI The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications. Review these sections on configuring Agent Chat features. Make it easy for agents to triage, act on, and resolve requests on the go. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. ServiceNow's recommendation is that any new workspaces are created using a Configurable Workspace as it begins to deprecate Agent Workspace ahead of March 2024. Select UI Action in the middle pane as the file type then click the Create button. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. On Agent Workspace the Comments field is mandatory butAgent Workspace is a configurable service desk applicati. Each should have appropriate targets defined, and ServiceNow Performance Analytics can be used to track and visualize your progress towards these goals. Automate and connect anything to ServiceNow. We would like to show you a description here but the site won’t allow us. Open Agent Workspace from the Application navigator module. Explore the Open PI Incidents component. Use automation and digital workflows to feed critical asset data to the business. Any. How search works: Punctuation and capital letters are ignored. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated. It provides a single pane of glass for both. Combine HRSD with other products and apps to create a powerhouse employee experience platform. Offering full context, analytics, and AI-assisted recommendations, the Agent Workspace incorporates seamless chatbot handoff, simple navigation, automatic conversation logging, and more. If you are using " UI Builder for Agent Workspace for HR Case Management", it would directly take you yo the HR Agent Workspace to configure, if you are using UI Builder, then Search for "HR Agent Workspace" from the experiences, like below: 3. The update adds gen AI capabilities. The Workspace application aims to give quick access to agents, answer. >. ServiceNow Store. Search results in agent workspace will be based on the search configuration on the workspace and the tables which results from search can be included and excluded accordingly. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. ResolutionIn some situations using 'Reply All' to an email in Agent Workspace doesn't show all the recipients of the original email. Cause. For Agent Workspace, this API. There are 2 parts to enabling Agent Assist for a table: Create a new Table Configuration record within the Contextual Search application for the table you are working with. Activate or deactivate transcript download. . Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. Click the button in the Workspace header to edit the components. Loading. Set up HR Service Delivery Agent Workspace so that your agents can engage with your employees, answer questions, create cases, and resolve issues. Combine HRSD with other products and apps to create a powerhouse employee experience platform. The original agent is not removed from the chat. Automate and connect anything to ServiceNow. Reduce cost. 3) Activate the "Agent Chat" plugin. The finished agent assist component will. Skip to page content. Landing page Introduced in New York is the idea of a landing page for the. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. Not able to see templates in Agent Workspace - Support and Troubleshooting - Now Support Portal. this to track: the adoption and quality of the Virtual Agent, and the business impact on cost savings and customer satisfaction. Increase incident deflection Reduce call volumes and deflect tickets using the self-service portal and ServiceNow ® chatbots. Workspace is a Now Platform feature that is active by default. Sending and. Keep employees productive and happy by ensuring they can easily contact support to track and fix issues with ServiceNow Incident Management. CSM Agent Workspace enables you to integrate Customer Service Management with the following applications: IT Service Management (ITSM): Use this integration to create request, incident, problem, and change records from customer service cases and enable external users to view these records from the Customer and. Agent Workspace for CSM makes it easy for agents to efficiently manage multiple cases, accounts, customers, and consumers. Agent Workspace loads slowly the first time a user tries to access it. Adding a. View. The existingCommunity Ask questions, give advice, and connect with fellow ServiceNow professionals. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. With the San Diego release, ServiceNow launched the Service Operator Workspace (SOW) to serve as the UIB-configurable workspace (also known as WEP). 2. Developer Build, test, and deploy applications. Steps to Reproduce 1. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps,. Use Chat Setup to configure these features: Activate or deactivate live chat (enabled by default). Service representatives can use the CSM Agent Workspace to interact with customers, reply to inquiries, and resolve issues. FEATURED PRODUCTS. Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. Yes, the agent workspace (now already obsolete!) was designed for the desk, but seems like ServiceNow is positioning the Service Operations Workspace for the mass itil audience. Impact Accelerate ROI and amplify your expertise. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution.