Recap of ServiceNow Socials Episode 21

Recap of ServiceNow Socials Episode 21

Host : Sujan Dutta and Amit Gujarathi

Migration from Service Portal to Employee Center :

The discussion revolved around issues encountered during the migration of catalog items from the Service Portal to the Employee Center. Participant raised a query about client scripts not working post-migration, to which suggested checking the console for error messages, identifying an issue in the Glide flow API call to actions.

Encryption in ServiceNow :

The conversation included different encryption methods like masking and edge encryption, highlighting implementation challenges. Amit Gujarathi shared a past experience of decrypting a password using Glide decryptor. The group discussed encryption methods, with Sujan Dutta suggesting masking as a more cost-effective and manageable alternative.

Data Governance :

Data governance and the challenges of implementing data ownership were key topics. Host emphasized the importance of data governance in deciding which data needs encryption. Discussion pointed out issues with unclear data ownership and lack of processes in ServiceNow, seeking input on data ownership implementation through data governors.

Data Handling and Privacy :

The session covered how sensitive customer data is handled and masked during agent conversations. Features like data masking personal details during conversations and configuring data masking without custom scripting were discussed.

Abuse Detection in AI Systems :

The focus was on detecting and managing abusive language in AI systems, considering cultural contexts. An idea from a hackathon on protecting AI from abusive data was discussed, along with the challenges of controlling abusive language given different regional meanings.

Predictive Routing for Service Requests :

The use of AI to analyze requests and route tickets to the correct domain teams without multiple handoffs was proposed. A solution was discussed to leverage predictive intelligence to route requests directly to the respective L1 or L2 team, minimizing repeated explanations and handoffs.

Omnichannel Support Challenges :

A client example questioned the feasibility of true omnichannel support globally, considering cultural differences. The discussion included how IT services need to be adapted for regional differences compared to a common interface.

Crowdstrike Outage Learning :

Lessons from the Crowdstrike outage were shared, focusing on improving outage response. Discussions included building better mechanisms for warning of outages, coordinating remediation between organizations, and improving post-outage analysis.

AI Capabilities and Maturity :

Current capabilities and maturity of AI solutions for outage response were discussed. The potential of AI and summarization to pass information between agents was acknowledged, along with the need for AI models to learn from large datasets and manage client expectations for immediate benefits.

Project Upgrade Timing :

The timing of the current project upgrade was discussed in light of the Crowdstrike outage. It was acknowledged that the upgrade should proceed with clear communication that issues were due to the Crowdstrike outage and not the upgrade itself. The importance of a technical steering board to consider all perspectives before proceeding with projects was emphasized.

SNAPS :