IMPROVE THE USER EXPERIENCE BY DISTINGUISHING BETWEEN INCIDENT AND SERVICE REQUEST
4. PRE-SUBMISSION GUIDANCE
Virtual Agent: Implement ServiceNow Virtual Agent that users can interact with by describing their issue. The chatbot can then determine whether an incident or service request is more appropriate and guide the user to the correct form. Dynamic Form Selection: Another option is to provide a dynamic form to users. As users start typing their issue description in a generic form, dynamically suggest switching to an incident or service request form based on keywords or phrases they use. Quick Correction Option: If a user submits an incident as a service request or vice versa, have a fast-track process for IT support to correct the submission type. This should be followed by an automated, gentle feedback message explaining the correction for educational purposes. User Surveys: Periodically survey users about their understanding and experience with submitting incidents and service requests, using this feedback to continuously improve guidance and usability. 5. FEEDBACK LOOP
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