GlideAgentWorkspace (g_aw). What is Automated Test Framework (ATF)? WhenConfigure Agent Chat to enable customers to ask questions and receive information by chatting with a live agent. Special characters like underscores (_) are removed. SANTA CLARA, Calif. Select INC0000601 5. . . Provide employees with a unified portal to create reservations, access maps, register visitors, and order services. Track coverage, swaps, and time-off requests. 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. Adding a. Service Operations Workspace Predict, prevent, and resolve incidents proactively from a single workspace. Provide employees with a unified portal to create reservations, access maps, register visitors, and order services. Figure 2: Initiate TeamViewer Unattended Connection with one click from. Known synonyms are applied. Dispatcher Workspace; Dynamic Scheduling; Schedule Optimization; Inventory Management;. ServiceNow UI Builder creates workspaces with a single builder. The easy-to-navigate, multi-tab interface enables you to efficiently oversee and resolve Workspaces. Analyze capacity and gain a real-time view into space utilization and workplace services. Service Operations Workspace is available with these ServiceNow products. Transform manual tasks and mundane work into digital workflows. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. To configure the visibility of the particular workspace in the Workspaces menu in Unified NavigationCitrix integration with ServiceNow Virtual Agent is now available to entitled ServiceNow and Citrix customers, including those with Citrix Virtual Apps and Desktops service Premium and Citrix Workspace Premium. Close the Agent Workspace browser tab. How search works: Punctuation and capital letters are ignored. ServiceNow Walk-up Experience is a streamlined channel to manage face-to-face IT support requests, and to improve customer experience with IT Service Desk. The way to develop the process is with ServiceNow Process Automation Designer (PAD). 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. Key feature. The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications. Important: It is recommended to use Service Operations Workspace , which is a. snc. As admin/major issue manager login to Agent workspace. On the What type of experience do you want to add to your app? screen, select the type of Experience to add. Impact Accelerate ROI and amplify your expertise. For example, if a work item requires the language skillIf you're already using Agent Workspace, SOW should be a fairly easy change. You willWorkaround. 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. panel and leave editing mode. Developer Build, test, and deploy applications. Behaviour does not happen when accessed Agent Workspace under Chrome 64-bit browser. Skip to page contentAutomate and connect anything to ServiceNow. ServiceNow Store. . Protect your business with software license management by embedding SAM into the. Learning Build your skills with instructor-led and online training. - Import attached update set and commit to the instance. If you check the awa_work_item_rejection table you should see rejections for all logged-inCreate a Workspace for an app from the App Home tab. When trying to access Agent Workspace home link, It is directed to blank page and not showing data. Use automation and digital workflows to feed critical asset data to the business. It can be one of Default View, Workspace or a custom view. How search works: Punctuation and capital letters are ignored. How search works: Punctuation and capital letters are ignored. Select Workspace and give the values as: Additional Information. Predictive Intelligence is available with the Now Platform ®. Key feature. Drag and drop the PA indicators or containers. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Alert Workspace Lists unable to auto refresh - Support and Troubleshooting - Now Support Portal. Deliver engaging, personalized experiences for all users. Setting Manager Field in Developer forum yesterday. Explore the Agent Workspace Home Tab. Communities Connect patients, consumers, and employees with their peers to find answers and solve problems. 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. Simplify and accelerate everyday work with built-in machine learning. ResolutionIn some situations using 'Reply All' to an email in Agent Workspace doesn't show all the recipients of the original email. CSM Agent Workspace is one of two workspaces available for the Customer Service Management application. Liberate practitioners from repetitive tasks by giving them the tools and 360-degree patient visibility they need. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. The Agent workspace is designed keeping in mind the use cases of an agent persona who would want to have access to the various tabs (sections) on a record simultaneously and the design helps reducing the need to scroll up and down constantly to do so. In a new browser tab, go to the Teams Rooms Pro Management portal and go to Settings. 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. Login here. You can check out the Docs release notes for items not covered in this article. 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. Hi @Jordan Bourgeoi ,. Store Download certified apps and integrations that complement. Agent Workspace Enhance agent productivity withHow search works: Punctuation and capital letters are ignored. Manage business services, importance and impact tolerance, scenario analysis and self-attestation. The San Diego release is no longer supported. Review these sections on configuring Agent Chat features. Type: onLoad. In that case, Find out which view is being used for the workspace. IntegrationHub. Field Service Management Dispatcher Workspace. Service representatives can use the CSM Agent Workspace to interact with customers, reply to inquiries, and resolve issues. Service Operations Workspace. Special characters like underscores (_) are removed. 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. The solution combines the strongest industry-adopted, government-approved encryption standards with flexible key management. In Studio, click the Create Application File button. - The landing page should show a Count report, click on the number. Then, select ServiceNow in the left navigation menu to open the configuration form. Transform the impact, speed and delivery of IT. Keep employees productive and happy by ensuring they can easily contact support to track and fix issues with ServiceNow Incident Management. The CMDB Workspace plugin adds the following to Agent Workspace: CMDB list category and associated filtered lists. dialog opens. Quebec. Exercise: Explore the Asset Workspace. Give service managers a complete view of their assets and teams’ tasks. NOTE: The Suggestion Box application is used throughout this learning module to describe the concepts behind creating a Workspace. If you need to integrate Customer Service Management with other ServiceNow applications, such as ITSM, ITOM, or PPM, consider using the. field and select the delivery date of your choice. In Agent workspace, 'Additional Comments' is visible as default input option on form load and user need to select 'Work Notes' from dropdown manually. 1) Login to a NewYork Patch 3 instance. Step 1: Create a new page that then will get opened in a new tab, if you press the button. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be. How search works: Punctuation and capital letters are ignored. Business leaders must drive uninterrupted innovation and. Partner Grow your business with promotions, news, and marketing tools for partners. 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. That is expected given the fact that Agent Workspace runs mostlyServiceNow Agent Workspace. "Intake" and "Triage") and the activities (e. Components in the form ribbon display relevant information about the case, including a contact or. However,To reconfigure the list to show different columns, update the. Click the button in the Workspace header to edit the components. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. ServiceNow Get an introduction to the navigation of Agent Workspace with Get Started with Agent Workspace. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps,. Navigate to list: "Trending Case Topics Last 1 week. Developer Build, test, and deploy applications. App Engine Studio creates a Workspace that is edited from the Workspace. This is in-line with ServiceNow's focus on continually improving HR Agent Workspace as a human-focused experience catered toward HR agents. 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. Also configure pages that open from the Analytics Center. 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. ServiceNow Agent Workspace has new and updated features in the Madrid release. The difference is that only a flow configured in Process Automation Designer can be. Setting up HR Service Delivery Agent Workspace - Product Documentation: Tokyo - Now Support Portal. FEATURED PRODUCTS. The timeline component displays a chronological summary of case activities, including case state changes and interactions between the fulfiller (typically the agent) and the requester (typically the customer). Verifying Identity and making sure the verified identity is captured in the right data table on the back end is the first implementation using Agent workspace. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. To edit the form, select a different type of record, or contact your administrator' appears when the cmdb_model form is accessed on AgentClient Script not working in Agent Workspace - Support and Troubleshooting - Now Support Portal. . Set up Agent Workspace for HR Case Management so that your agents can engage with your employees, answer questions, create cases, and resolve issues. Boost agent efficiency and customer satisfaction with intelligent service automation. Partner Grow your business with promotions, news, and marketing tools for partners. Key Features of . 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. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. 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. Hit enter to search. How to get AI Search. The issue impacts users that have updated their Chrome or Edge browser to Version 89. Store Download certified apps and integrations that complement ServiceNow. Click paperclip on the right forAsk questions, give advice, and connect with fellow ServiceNow professionals. Activate or deactivate transcript download. 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. Sys ID of the record to open. Cloud Operations Workspace. Documentation Find detailed info about ServiceNow products, apps, features, and releases. This app shell focus' on workspace experiences for agents to view and resolve multiple records at the same time. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. 00 - $76. With the San Diego release, ServiceNow launched the Service Operator Workspace (SOW) to serve as the UIB-configurable workspace (also known as WEP). 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. Client scripts are executed in response to something happening on a page, such as: User interaction events/actions, such as a button click. Name of the table that contains the record to open. Ask questions, give advice, and connect with fellow ServiceNow professionals. This app shell focus' on workspace experiences for agents to view and resolve multiple records at the same time. Process Automation Designer is another way to configure a flow in ServiceNow, such as Workflow Editor or Flow Designer. This is a mandatory role to view global templates on the workspace. Please check with your Citrix sales or channel partner for more information. Click the number in the Open P1 Incidents component to open a list of records. Skip to page content. listIn this exercise, you will explore the baseline ITSM Agent Workspace to familiarize yourself with Agent Workspace and its capabilities. Reduce customer effort and improve your bottom line. Using the following resource as a reference, when configuring the chat to work with Agent Workspace and trying to access the chat from the VA Chat window in Portal, you get a message in grey saying "No Chat Agent currently available" Agent Chat in Service Portal without Virtual Agent; Configure Agent Chat for Agent Workspace; CauseFeatures of Service Portal Intuitive, modular design Create and configure engaging and robust self-service experiences with a user-friendly interface. GlideAgentWorkspace (g_aw). Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. By default, the short description keywords (that are existing or dynamically provided by the user) are searched to show any relevant existing data. Knowledge Base. Activate the display of the estimated wait time for live chat support (transfer from the virtual agent to a live agent). Cause. Deliver personalized experiences that engage teams and supercharge productivity with the new collaborative workspaces on Next Experience. Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows. Download ServiceNow Agent and enjoy it on your iPhone, iPad, and iPod touch. How search works: Punctuation and capital letters are ignored. Click the number in the Open P1 Incidents component to open a list of records. 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. as type String, and setting the value. Capture all install base data including location, install date, open cases, and more in a single view for increased agent efficiency. “ServiceNow Customer Service Management has all the functionality we need out of the box to streamline services and unlock greater. Create and customize workspace pages with a single builder. C. We would like to show you a description here but the site won’t allow us. Key feature. Transform manual tasks and mundane work into digital workflows. 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. IT Operations Management. Contact Sales. Manage alert lists in Workspace lists that are specific to Event Management alerts in Workspace are provided in the base system and are located in the Lists panel. ServiceNow Walk-up Experience is a streamlined channel to manage face-to-face IT support requests, and to improve customer experience with IT Service Desk. When you add the Insight Panel to the Agent Workspace, it appears in the Contextual Side Panel on the right-hand side. Explore the Open PI Incidents component. Hello, I wanted to know if anyone has been able to allow human readable URL from the agent workspace view when you copy the permalink? It is available to update and change in the Knowledge page from the Service Portal but I don't see anything for the agent workspace view. Gain real-time visibility across channels and work so you can manage for optimal performance. Rather than requiring users to load several applications onto their supported iOS and Android devices, users access the mobile experiences through a standard ServiceNow mobile application. 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. Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems. View Docs. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. 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. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Predict issues, prevent impact and automate resolution with AIOps. ServiceNow provides workspaces for different issue. , Instructional, manual entry and Automation flows) to an easy to follow. Typically it will be a blank white page for 20-30 seconds before the workspace finally loads. Explore the Agent. For Agent Workspace, this API supports interaction tab management. Financial Services Operations;. Source, negotiate and procure goods and services effortlessly. Agent Workspace Enhance agent productivity withIn a new browser tab, go to the Teams Rooms Pro Management portal and go to Settings. Field Service Management Dispatcher Workspace. After initial slow loading, the workspace will load. Skip to page contentUsing ITSM Agent Workspace - Product Documentation: Utah - Now Support Portal. Do more with HR Service Delivery. Use Chat Setup to configure these features: Activate or deactivate live chat (enabled by default). Ask questions, give advice, and connect with fellow ServiceNow professionals. When using a lookup value on agent workspace, the back-end has values retrieved, but the lookup list is empty, for example for the assignment group on incident. ServiceNow Store. Another Step Forward for Citrix Workspace. Bring together the right agents to manage work and collaborate using one platform for IT processes. The 'Checklist' is not showing on Agent Workspace view is because the 'checklist' is a UI-Macro and Agent Workspace does not support macros. Cause For customers switching over to Agent Workspace, Client Scripts will not work the same the way as it works in native UI. As the customer reaches out with a question or issue in need or resolution, a support agent will create a new case. How to get Service Operations Workspace. Partner Grow your business with promotions, news, and marketing tools. The Activity Stream in the Agent Workspace does not show up. The client scripts needs to modified so that they work the same way in native UI. Select UI Action in the middle pane as the file type then click the Create button. Loading. . SANTA CLARA, Calif. In this exercise, you will explore the baseline IT Service Management Agent Workspace to familiarize yourself with Workspaces and their capabilities. Store Download certified apps and integrations that complement ServiceNow. 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. This reference lists available classes and methods along with parameters, descriptions, and examples to make controlling the end user experience easier. Skip to page contentSLA data keeps loading in Agent Workspace widget - Support and Troubleshooting - Now Support Portal. Untether your service and support agents and make it easy for them to work from anywhere with purpose-built mobile workflows. It enabled the recording of a call with a customer, even prior to knowing what type of interaction you would have with the user. With the current functionality of workspace, users02-23-2023 03:51 AM. ServiceNow Learn more about ServiceNow products and solutions. Find detailed information about ServiceNow products, apps, features, and releases. 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. The Workspace application aims to give quick access to agents, answer. IT Operations Management. From the native platform, go to that form view. There will be three sections in the Details, Case, Comments and Related Search Results. If not please check the global field for each template. Review these sections on configuring Agent Chat features. In Agent workspace, 'Additional Comments' is visible as default input option on form load and user need to select 'Work Notes' from dropdown manually. The world works with ServiceNow. ServiceNow has announced that support for Agent Workspace will end with the Washington D. Chat from service portal using Virtual Agent. Improve agent efficiency with a single workspace built to facilitate resolutions. 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. Certain content is no longerYou can grant access to workspace for specific role users by creating the acl or changing the existing acl. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. There's more content available only to authenticated users. * - Support and Troubleshooting >Simone9. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Service Agents and Operators enabling seamless flow of incidents, problems, changes, and alerts to predict and resolve service degradations. . Description. Special characters like underscores (_) are removed. Watch this video series to learn about new feature introduced by ServiceNow that is Agent WorkSpace. Explore the Open PI Incidents component. Key Features of . ServiceNow® Service Owner Workspace provides a premium Service Portfolio Management experience. Skip to page content. The new UI Builder-based workspace makes it more configurable and flexible for customers. However we can delete it from sys_aw_my_list table. 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. 6) Click on "Add new Interaction". Workspaces. Resolve issues fast with chatbots that understand simple, human language. ServiceNow Agent Workspace has new and updated features in the Madrid release. Skip to page content Combine Customer Service Management with other products and apps to create a powerhouse customer experience platform. Developer Build, test, and deploy applications. Learning Build your skills with instructor-led and online training. This article describes the process on how to enable/disable alerts such as 'Inbox Desktop Notifications', 'Inbox Audio Alerts' on the Agent workspace for all users. Management Provide instant access to relevant knowledge for patients, consumers and agents. 5) Click on "Inbox" from the left side menu. Navigate to your ServiceNow instance’s “Agent Workspace” application and create a new workspace record. Impersonate as System Administrator. Communities Connect patients, consumers, and employees with their peers to find answers and solve problems. setJournalEntry (input. The page updates to show the list with the selected column. Click the button in the Workspace header to edit the components. Typically users will see a blank white page for 20 to 30 seconds before the workspace finally loads. Skip to page contentAutomate and connect anything to ServiceNow. Skip to page content. IT Service Management. Automate and connect anything to ServiceNow. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. Skip to page content. You will find 65 cluster records in the list as expected. The ServiceNow Virtual Agent improves productivity from multiple perspectives. The agent has to navigate to the workspace and open the inbox. Create and track milestones for projects, demands and epics with improved tools and visibility. Steps to Reproduce 1) Open assignment_groupThe ServiceNow agent workspace surfaces relationships between accounts, contacts, consumers, and relevant industry information. 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. Adoption of the Virtual Agent can be measured with KPIs such asDocumentation Find detailed info about ServiceNow products, apps, features, and releases. Deliver engaging, personalized experiences for all users. Select an authentication method to sign in and enter your ServiceNow Instance Host and API URI. ServiceNow Mobile Agent app delivers out-of-the-box, mobile-first experiences for the. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. In Agent Workspace, there is a way to have the Sidebar toggled off by default every time a new record is opened. Track reported issues, service requests, and maintenance plans. Navigate to All> UI Builder/UI Builder for Agent Workspace for HR case Management: 2. 1. Contextual Search in ITSM Virtual Agent Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because. The Workspace application aims to give quick access to agents, answer. platform_ml, and com. Agent workspace notification Note: there is an expected limitation to this functionality - Conversation audio alerts do not work in legacy workspace unless you are focused on the inbox tab. 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. — March 22, 2023 — ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, today announced a major platform expansion with the Now Platform Utah release . The user should have "template_editor_global" role to see the template. ServiceNow provides client-side JavaScript APIs allowing all of you to control aspects of how ServiceNow is displayed and functions within the web browser. Define, track and monitor a project from start to finish in a single location. Skip to page content. It provides a single pane of glass for both. modified does not work in agent workspace Steps to Reproduce 1. Agent Workspace: Attachment - Attachments are not copy into Incident from Interaction:. Configure the UI Action. 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. Impact Accelerate ROI and amplify your expertise. Integrating ServiceNow with Microsoft Teams - Product Documentation: Tokyo - Now Support Portal. Skip to page content Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems. Get Started. The ServiceNow Agent Workspace application is designed to increase efficiency and speed up issue resolution with machine learning suggestions, preemptive alerting, and live updates. In Studio, click the Create Application File button. Transform the impact, speed, and delivery of IT. 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. This is also reproducible in Agent Workspace. Hope you are doing great. In the AgentThe Tokyo release introduces ServiceNow Vault, which helps protect business-critical applications using premium platform privacy and security controls. To create a Workspace, click the Add icon for Experience on the App Home tab. That's why curious to know how other customers are embracing it. Automate and connect anything to ServiceNow. Navigate toUse the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Set up HR Service Delivery Agent Workspace so that your agents can engage with your employees, answer questions, create cases, and resolve issues. How to make a client script execute both in platform and workspace - Support and Troubleshooting > Knowledge Base > Login here. Instead of using a default value for parent field, create an onLoad client script to set the parent field. Skip to page content. Behaviour does not happen when accessed Agent Workspace under Chrome 64-bit browser. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. Loading. Name of the table that contains the record to open. Login to a Quebec or RomeLet's take the incident table for the article. Cause. **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. ITSM Agent Workspace - Incident. This method is only available in the client scripting environment or in a UI action on the workspace client script field. Build My First App Engine Studio ApplicationConfiguring a Workspace. Select a field to include in the list. Documentation Find detailed information about ServiceNow products, apps, features, and releases. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. The agents can choose to: Transfer the chat to a different agent Transfer the chat to a different queue When you transfer a chat to Do more with IT Service Management. You will choose which app shell your experience will use when creating the experience, but an experience can only have a single app shell. Steps to Reproduce Navigate to yourAs a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests. GoUse Agent Assist in Agent Workspace - Product Documentation: Utah - Now Support Portal.