With a new release comes a bundle of new and exciting features for Agent Chat, Routing, and Sidebar! Some features are included within the family release, with others having to be manually downloaded from the ServiceNow Store.

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Sidebar

Product Overview

Sidebar is a new collaboration framework available only with the Next Experience. It enables workspace users to have discussions with a specified group of people (other agents, SMEs, etc.) to quickly resolve task-based records or interactions such as Cases, Incidents, etc. Discussions allow agents to triage records, exchange information and knowledge for resolution with faster and higher quality outcomes. Sidebar is only available in workspace experiences. For information on supported workspaces see the Sidebar product documentation.

Some key features of Sidebar are:

• Agents to discuss and chat within the context of the case or interaction, share information including relevant attachments, knowledge base or files for faster resolution with higher quality outcomes.
• Agents can Search to quickly find items across discussions
• Record Based discussions
• Posting messages to Activity Stream
• Favoriting discussions
• Configurable Quick Actions
• Search through discussions

What are the prerequisites for Sidebar?

1. Next Experience must be enabled
2. Sidebar shares front-end dependencies with Agent Chat and Virtual Agent web client, which are found in the family release. Sidebar is released as a Store application as of Tokyo and is not part of the family upgrade.

Sidebar Resources

Advanced Work Assignment

Auto-Assignment

• Provides the ability to directly assign work based on an agent’s availability, capacity, and skills with no options for agents to accept or reject the incoming work.
• Configuration is defined at the Assignment Rule level. This means it can be set per assignment group for a work item.
• Assigned work can be displayed in a card or tab format within the workspace.
• Work can still be transferred by the assigned agent to another agent/queue.

Advanced Work Assignment APIs

• Enables external systems to communicate with Advanced Work Assignment without relying on the workspace inbox module.
• Designed for use in conjunction with a subflow (Flow Designer), providing the ability to connect with 3rd parties (E.g. Microsoft Teams) using spokes.
• Available calls:
  
  • Get/Set Agent Presence State
    
  • Get/Set Agent Capacities
    
  • Get Presence States
    
  • Accept/Reject Work Item
    
  • Get Rejection Reasons

Advanced Work Assignment Resources

Agent Chat

Conversation History Overview

• Allows agents in Agent Chat to view the conversation history for previous conversations within the Agent Chat interface.
• Historical conversations get displayed only when a live conversation has been opened in the chat window.