Servicenow, Inc. · NYSE:NOW
Servicenow — APJ Support Onboarding Webinar (February 2021)
34 slides from Servicenow's conference presentation, February 2021
Slide 1: Introduction to ServiceNow Support
Introduction to ServiceNow Support Driving customer service excellence
Slide 2: Safe harbor notice for forward-looking statements
Safe harbor notice for forward-looking statements This presentation may contain “forward-looking” statements that are based on our beliefs and assumptions and on information currently available to us only as of the date of this presentation. Forward-looking statements involve known and unknown risks
Slide 3: Join us at future webinars and meetups
Join us at future webinars and meetups See the schedule Link will be shared in today’s chat © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 3
Slide 4: Housekeeping
Housekeeping We saved time at the end for Q&A. Please use the Q&A button at the bottom of your screen along the way. The presentation will be recorded and shared on the ServiceNow Community. After the event, you will be prompted to fill out a short survey. Thank you for your feedback! © 2023 Serv ic
Slide 5: Meet Your Hosts
Meet Your Hosts Vu Pham Nick Kelly Learning Solutions & Delivery Lead Director, Customer Service & Support Co-Host Co-Host © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 5
Slide 6: Which role do you identify with?
Which role do you identify with? © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 6
Slide 7: Agenda
Introduction to ServiceNow Support Understanding our approach Agenda Introduction to the Now Support portal Getting support when you need it Conclusion / Q&A © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 8
Slide 8: Unified Engineering
Customer Service and Support Unified Engineering Product Global Cloud Development Services © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 9
Slide 9: Customer Service and Support
Customer Service and Support • 24 x 7 x 365 support and technology management for highest criticality issues Staines Dublin Amsterdam Santa Clara Tokyo San Diego Orlando Hyderabad Support Centers Site Reliability Centers Sydney US Federal Support Center Language Support Center © 2023 Serv iceNow, In
Slide 10: Follow The Sun (FTS) Coverage
Follow The Sun (FTS) Coverage AMS APJ HYD EMEA (Americas) (Asia Pacific Japan) (Hyderabad India) (Europe Middle East Africa) Technical Technical Technical handoff handoff handoff Engineer 1 Engineer 2 Engineer 3 Engineer 4 © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 11
Slide 11: What we do
What we do In Support’s scope Out of Support’s scope All out of box Guidance and help on • Platform technology • How to implement functionality • Application features and • How to customize out of box or functionality new features and applications • Troubleshooting customizations Contact your Accoun
Slide 12: When and how to engage support?
When and how to engage support? Base Guided Advanced Total (Legacy) Heavily self service All channels available: All channels available: All channels available: focused • Self service • Self service • Self service Customer Create case not • Create a case available • Create a case available • Create
Slide 13: How quickly should you expect responses?
How quickly should you expect responses? Base Guided Advanced Total P1 Response Target 60 min 30 min 15 min 15 min P2 Response Target 4 hours 2 hours 1 hour 1 hour P3 Response Target 3 business 1 BD 1 BD 1 BD days (BD) P4 Response Target 4 BD 2 BD 2 BD 2 BD © 2023 Serv iceNow, Inc. All Rights Reserv
Slide 14: The Now Support portal is your hub for support activities
The Now Support portal is your hub for support activities Self Service Unassisted Support Centralized Search Service Catalog Knowledge base P-1 Free Dashboard Product Documentation Now User Administration Community Support Instance Management Portal Known Error Portal Case Management Change Manageme
Slide 15: Now Support Portal: Displays your critical information
Now Support Portal: Displays your critical information Features Integrated catalog Instance & user management Cases, changes, & problems Knowledge Base Ask Kodi KB0547103 © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 17
Slide 16: Service catalog: Automating self service
Service catalog: Automating self service Features Plugin activations Cloning instances Version entitlement Training registration requests zBoot an instance © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 18
Slide 17: Manage Instances: Check out the Instances dashboard
Manage Instances: Check out the Instances dashboard Features Schedule patches or upgrades Find recommended maintenance activities madeupco Review security recommendations madeupcodev and resources madeupcouat Check database footprint Find IP information KB0547103 © 2023 Serv iceNow, Inc. All Rights
Slide 18: User Admin: Manage your company's account & users
User Admin: Manage your company’s account & users Made Vest Features Made-Up Co LTD Identify your Customer Administrator Review our company's users Add new users or retire users Unlock accounts Reset passwords Personalize your profile KB1285089 © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confiden
Slide 19: Do you use self-service?
Let's take a quick poll Do you use self-service? © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 21
Slide 20: The Now Support portal is your hub for support activities
The Now Support portal is your hub for support activities Self Service Unassisted Support Centralized Search Service Catalog Knowledge base P-1 Free Dashboard Product Documentation Now User Administration Community Support Instance Management Portal Known Error Portal Case Management Change Manageme
Slide 21: Knowledge Base: Thousands of relevant articles
Knowledge Base: Thousands of relevant articles Features Backbone of information 40,000+ relevant articles Overviews to deep dives © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 23
Slide 22: Known error portal: Subscribe to known errors
Known error portal: Subscribe to known errors Information: Access via Now Support All known errors KB articles with explanations May include steps to relief If known, scheduled fix will be stated in future patch or release family KB0597477 © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential.
Slide 23: Virtual Agent: Access common solutions easily
Virtual Agent : Access common solutions easily Features Get fast assistance on common issues Avoid the need to create a case © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 25
Slide 24: Community: Our global family of users in one place
Community: Our global family of users in one place Features Fast answers and solutions to questions and issues On demand product hubs User based discussions Live Events & SNUGs in your area Platform release information © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 26
Slide 25: The Now Support portal is your hub for support activities
The Now Support portal is your hub for support activities Self Service Unassisted Support Centralized Search Service Catalog Knowledge base P-1 Free Dashboard Product Documentation Now User Administration Community Support Instance Management Portal Known Error Portal Case Management Change Manageme
Slide 26: Creating a case: Assistance from a Tech Support Engineer
Creating a case: Assistance from a Tech Support Engineer Best practices Include as much information as possible • Attachments • Screenshots • Error Messages Provide detailed steps to reproduce Add teammates to the watchlist © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 28
Slide 27: Typical case workflow
Typical case workflow High level of collaboration thanks to Unified Engineering Escalate to Now Technical Support Platform, Support Engineer Collaborate Product Dev, Portal Troubleshoot / Fix with SMEs etc. Case Closed Solution Proposed © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 29
Slide 28: Let's talk about customer surveys…
Let’s talk about customer surveys… We Love Feedback When a case closes, CSAT surveys are sent by either: • Email • Now Support Portal We gather customer feedback regarding the quality of our delivery so we can improve © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 30
Slide 29: Wrap up
servicenow Wrap up
Slide 30: Helpful Resources
Helpful Resources Resource Description URL KB0547260 Introduction to Support CLICK HERE Get Support Using the Now Support Portal CLICK HERE KB0538359 Roles & Responsibilities of Customer Admins on Now Support CLICK HERE Community ServiceNow Community CLICK HERE Learning NowLearning CLICK HERE Implem
Slide 31: Questions?
Questions? © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 33
Slide 32: Final reminders
Final reminders Register: servicenow.com/community/ Get fast answers and solutions to your questions and issues, participate in user-based discussions, attend live events, and more. Visit: support.servicenow.com Access to the NowSupport Portal, Product Documentation, Community, Knowledge, Known Erro
Slide 33: Thank you
Thank you © 2023 Serv iceNow, Inc. All Rights Reserv ed. Confidential. 35
Slide 34: servicenow.
servicenow.
ServiceNow — APJ Support Onboarding Webinar (February 2021) on 6ix