Get up to speed on the latest release innovations. Here, we’ll share what’s released in Vancouver for Agent Chat, Routing (Advanced Work Assignment), and Sidebar.

Please do submit any questions or comments on this article - we love your feedback!

Agent Chat:

None for Vancouver.

Advanced Work Assignment:

Skill Level Routing:

A new checkbox “ Evaluate Skill Level” is introduced on the AWA Assignment Rule configuration page​.

If admin chose to select the Evaluate skill level check box while creating the assignment rule, AWA also reviews agents' skill levels prior to assigning the work item to the most qualified agent.

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If admin also chose to select the Enforce mandatory skills check box while creating the assignment rule, AWA only assigns the work item agents that have the mandatory skills at the sufficient skill level.​

Sidebar:

Multiple discussions on a record:

• Create multiple discussions per record to interact with specific groups of participants on specific topics.​
• Only users with access to the record discussions​
• This feature works seamlessly with the native Teams integration (each thread would be its own group chat in Teams).​
• This feature works seamlessly with the activity stream integration.
• New options are added to Sidebar menu as 'All Discussions', Mentions and notifications along with a new tab 'This record'.

Find all the above details in the Youtube demo Video.

Note: Sidebar is now supported in SOW. ​To activate Sidebar in SOW Workspace follow the product documentation.

Teams Integration Enhancements:

• Support sending large attachments (up to 1GB) from ServiceNow to Teams​
• Append the Teams logo after the Teams user’s name to indicate they are on Teams​
• @mention and notifications append the Teams logo after the Teams user’s name to indicate they are on Teams.

Managing Teams groups/Users permissions for Sidebar:

Admin view for an easy way to multi select Teams users for Teams integration.

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• Easily way to multi-select groups/users​
• Easy way to search long list of added users/groups

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See the complete patch notes for the Vancouver release here: Link

Start your upgrade process for the Vancouver release today!