About This Session
The theme for my session covers the following SaaS: ServiceNow, Moveworks and Webex.
My goal is to teach the multiple ways to handoff a live channel into Service Operation Workspace. This live interaction could be helpful for Public Works, IT Help Desk, HR, Finance, 311 and any other team that runs in live queues.
1. Deep-Link handoff: Live chat transferred to an external URL session from your chat platform, interaction is handled by a SOW Agent.
Requirement: Advanced Work Assignment routing
2. Message Brokering handoff: Full conversation transferred via brokered API in your favorite chat platform, interaction is handled by a SOW Agent.
Requirement: Service Account + Double token encryption + ITSM Pro.
3. CTI screen-pop handoff: Voice-channel context transferred via the Webex Contact Center connector, , interaction is handled by a SOW Agent.
Requirement: OpenFrame.