WAY TO KEEP USERS ENGAGED THROUGHOUT THE LIFE CYCLE OF THEIR TASK

USING SLACK COMMUNICATION CHANNEL.

The Slack user engagement throughout the task lifecycle is a perfect way to keep the

communication lines open between the user and the fulfillers and ensure that waste is

reduced, and resolution times are strictly adhered to. This feature will create a slack

channel with task details immediately the task is created and once a fulfiller is assigned,

the communication is seamless between user and assignee of the task. Users will be

able to ask for updates or provide more details as needed in the slack channel created

and fulfillers can respond in real time thereby cutting waste. Also, users will be able to

confirm the resolution or completion of their task in the channel and not through the

email method which many users tend to miss or forget to complete.

The Slack User Engagement application can be found on the Innovation Lab in

https://store.servicenow.com/sn\_appstore\_store.do#!/store/innovationlab

for “User Engagement” application.

Prior to the release of this feature, when a new task is created by or for a user /

requester, the primary communication method is through email which sometimes gets

forgotten for those users who get many more emails at work. This creates a breakdown

in communication and creates lag which affect fulfillment / resolution SLAs and also

affects user experience and expectations. This feature will allow the user to have a

communication channel open once task is created and questions can be asked once an

assignee or fulfiller has been assigned to the task. The Slack channel will contain the

task information so users will be notified should a fulfiller have a question or wants to

For the fulfillers, the current delay in getting user feedback or response to their

inquirers will be reduced by the creation of this dedicated slack channel for each task.

Fulfillers can ask users questions or request attachments regarding task completion and

also encourage feedback through the channel.

o All task related communication and task details stored in one central

o Get informed once a fulfiller is assigned to your task

o Easy access back to the task created through the link in slack channel

SEND ATTACHMENTS BETWEEN USER AND FULFILLER

o Easily send files to the fulfiller from Slack channel

o File types include images, videos, .pdf, and Microsoft office documents.

CONFIRM TASK COMPLETION / RESOLUTION

o Fulfillers can now get acceptance from users quickly via channel and move

o Users can easily test the task completion and if not satisfied, can

immediately inform fulfiller so that he can continue the fulfillment process.

o Monitor the progress of inbound and outbound operations in execution

o Report on completions, failures any other metrics around task

Required plugins and products

o ServiceNow IntegrationHub Starter Pack Installer v1.0.0

[com.glide.hub.integrations]

o Slack Spoke v1.4.0 [com.sn.slack.ahv2]

(Included in IntegrationHub Starter

USER GUIDE: Please refer to the attachment