0
1.4.0
Zurich, Yokohama, Xanadu
The Omnichannel Callback for Customer Service Management extends omnichannel callback capabilities to support CSM specific use cases. This includes customer experience, agent experience and CSM data model support. This provides framework to integrate CCaaS callbacks into ServiceNow platform.
- Request an omnichannel native callback at the earliest available time or at a scheduled time from the Virtual Agent, Engagement Messenger, or Customer Service Portal
- Ability to reschedule or cancel a scheduled native callback
- Datamodel changes to support external callbacks and to show callback context to the agents
- APIs to enable CCaaS to create/update/route/close callback tasks in ServiceNow
- Show CCaaS related callback parameters in the AWA Inbox
- Changes to support handling CCaaS asap callback on configurable workspace
- Datamodel changes to support external callbacks and to show callback context to the agents
- APIs to enable CCaaS to create/update/route/close callback tasks in ServiceNow
- Show CCaaS related callback parameters in the AWA Inbox
Required plugins and products
- com.sn_customerservice
- com.sn.omnichannel.callback