Workspaces With Now Platform Workspaces, you empower service delivery teams with purpose-built tools and information that improve productivity and efficiency, delivering a better customer experience and lowering costs. Workspaces give teams a single view of their customer and end-user interactions, including comprehensive contextual information, built-in analytics, and AI-assisted recommendations—so they resolve issues faster. Now Platform workspaces are available for all ServiceNow solutions. › Integrated communications channels allow agents to communicate with end users while reviewing issues in the same pane of glass, eliminating wasted time spent switching between interfaces. › Agent assist uses contextual search and machine learning to surface relevant content for the task being worked on—such as similar incidents, cases, or useful knowledge articles. › Major incident identification looks for clusters of similar incidents that point to a bigger potential problem. So, agents don’t spend time trying to resolve multiple incidents and instead proactively focus on underlying issues. › Seamless chat handoff so when a customer is transferred from ServiceNow Virtual Agent, the live agent has a full record of the chatbot interaction and doesn’t waste customer time asking the same questions and collecting information again. Hardware Asset Manager Workspace delivers an intuitive UI with a modernized look and feel for critical hardware asset tasks © 2022 ServiceNow, Inc. All Rights Reserved. Confidential. 13