ServiceNow Incident Management

ServiceNow Incident Management allows IT to manage incidents and cases through a self‑service portal using chat, email, the phone, and on-call scheduling. Incident Management makes it easy to prioritize incoming events based on agreed service level targets and automatically route them to the appropriate resolution group.

ServiceNow Incident Management provides:

  • A self-service portal
  • Chat, email, phone, and on‑call scheduling for communicating in context
  • The capability to prioritize events based on SLAs
  • Automatic routing of incidents

Bright Pattern Contact Center integration with ServiceNow brings experts or knowledge workers into customer conversations, in context, to resolve service inquiries faster. Omnichannel communications for ServiceNow allows your contact center to assist with problem resolution or service request fulfillment. ServiceNow users can recognize customers, record and distribute the interactions to analysts, capture customer satisfaction with post-transactional surveys, and assess analyst performance through an extensive set of reports.

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