Robotic Process Automation In addition to API-based integration using spokes, the Now Platform also provides Robotic Process Automation (RPA), which interacts with user interfaces on third-party systems. By creating robots with RPA, you automate time- consuming, error-prone, high-volume manual processes by mimicking human actions. For example, RPA robots can fill in forms, extract information from Excel spreadsheets, or implement computer-vision-based automations. You can use RPA to create unattended robots that are completely rule driven and don’t require any human interaction, or you can create attended robots where human interaction is still required (for example, in call center environments). Building robots doesn’t need advanced skills since RPA provides low-codes/no-code tools and more than 1,500 ready-to-use components. RPA is fully integrated with the Now Platform, allowing you to easily control robots from ServiceNow workflows and applications. For instance, you can trigger a robot from Flow Designer to reset a password using the UI of a legacy system. In combination with spokes, this lets you create complex workflows across multiple systems that include UI- based and API-based integrations. Robotic Process Automation creates and deploys software robots to learn, mimic, and execute business processes. Advanced Work Assignment (AWA) Advanced Work Assignment (AWA) lets you automatically assign work items to agents based on their availability, capacity, skills, and other factors—such as the history of serving the same customer or having performed similar work in the past. This allows you to make optimal use of available agents, reduce resolution times, increase agent productivity, and enhance customer satisfaction. To do this, AWA lets you set up work item queues based on combinations of criteria you define—for example, priority, type of support needed (e.g., product support or billing support), or channel. You then associate one or more agent groups with each queue. For instance, you could have a primary group for a queue and a secondary group that handles overflow work in the queue. AWA then assigns work items from each queue to specific agents in associated user groups based on their skills, availability, and other criteria you have configured. AWA comes with default channels, such as chat, customer service cases, incidents, SMS, Facebook, and WhatsApp, and you can also define your own custom service channels. © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 21