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36 Connect & Visual Task Boards

I. Connect Messaging Platform

  • Definition (from ServiceNow Docs): "ServiceNow Connect is a real-time messaging platform that connects you to your coworkers bypassing email and static documents."
  • Purpose:
    • Real-time Communication: Provides instant messaging within the ServiceNow platform (like Google Hangouts).
    • Integration: Connects with other parts of ServiceNow (e.g., service desk can create incidents from chat).
  • Types of Connect:
    • Connect Chat: General instant messaging with individuals or groups.
    • Connect Support: Specifically designed for service desk interactions with end-users. It uses queues (e.g., IT Help Desk, HR Help Desk) to manage incoming chat requests. Similar to a website's live chat feature.
  • Features
  • real time messaging
  • incident creation from chat
  • Connect support for service desk interactions
  • Support Queues

II. Visual Task Boards (VTBs)

  • Definition (from ServiceNow Docs): "Visual Task Boards (VTB) transform the navigation of lists and forms into an interactive graphical experience. With Visual Task Boards, you can view and update multiple task records, which appear as cards that can be moved between lanes."
  • Purpose:
    • Interactive Task Management: Provides a visual, drag-and-drop interface for managing tasks.
    • Works with Task Table: Can be used with the task table or any table that extends the task table (e.g., incidents, stories).
    • Visual Representation: Tasks are represented as "cards," and lanes represent the state or status of the tasks.
  • Types of VTBs:
    • Freeform: Highly customizable; you create lanes and cards manually. Good for personal task management or simple projects.
    • Data-Driven: Automatically creates lanes based on a field (usually the "State" field) on a task table. Provides a dynamic view of tasks based on their current status.
  • Key Features
    • Interactive Task Management
    • works with task tables
    • cards and lanes

III. Demo: Connect in ServiceNow

  • Accessing Connect Chat:
    • Connect Chat module (under Self-Service).
    • Chat icon in the header menu (opens Connect Chat in a sidebar).
  • Connect Chat Features:
    • Create new conversations (individual or group).
    • Standard chat functionality (typing messages, attachments).
    • Notification preferences.
    • The sidebar view keeps Connect Chat within the main ServiceNow platform view.
  • Connect Support:
    • Accessed through the Collaborate application.
    • Support Administration > Queues: Shows available support queues (e.g., Consumer Service, Customer Service).
    • Queue Configuration:
      • Name
      • Initial Agent Response (automatic message sent at the start of a chat).
      • Average Wait Time
      • Assignment Group
      • Support Link (for integrating with the Service Portal).
  • Live Feed:
    • Similar to a social media feed (Twitter, LinkedIn) within ServiceNow.
    • Company feed, personal feed, etc.
    • Modules for administering the Live Feed.
  • Viewing Chats (Admin):
    • Administrators can view all group and peer-to-peer messages.

IV. Demo: Visual Task Boards in ServiceNow

  • Accessing VTBs:
    • Visual Task Boards module (under Self-Service).
  • Creating a Freeform Board:
    • Start with default lanes: To Do, Doing, Done.
    • Add custom lanes (e.g., On Hold).
    • Create tasks (cards) within lanes.
    • Card Details (Modal):
      • Comments
      • Assign User
      • Labels
      • Checklists
    • Drag-and-Drop: Move cards between lanes to change their state.
    • Board Features:
      • Rename board
      • Chat with board members
      • Copy link
      • Add users
      • Activity Stream (shows board-related actions)
      • Configuration options
  • Creating a Data-Driven Board:
    • Select a Task Table (e.g., ticket).
    • Select a Lane Field (e.g., state). This automatically creates lanes for each unique value in the selected field.
    • Optionally, add filters.
    • Dynamic Lanes: Lanes represent the different states of the chosen task table.
    • Creating a New Task: Loads the new record form for the selected table (e.g., the new ticket form).
    • Drag-and-Drop Updates State: Moving a card between lanes automatically updates the corresponding field on the task record (e.g., changing the "State" field). This is a powerful feature.
  • VTB as an Alternative View: A VTB provides an alternative, visual way to view and interact with a list of records (e.g., a list of tickets).

Key Takeaways:

  • Connect provides real-time communication within ServiceNow, enhancing collaboration and enabling integration with other applications (like Incident Management).
  • Connect Support offers a structured way to handle customer support interactions through chat.
  • Visual Task Boards offer a highly interactive and visual way to manage tasks.
  • Freeform VTBs are flexible for personal use, while Data-Driven VTBs are powerful for managing tasks within a structured workflow.
  • The drag-and-drop functionality of Data-Driven VTBs directly updates the underlying task records, making it a very efficient way to manage tasks.
  • Both are good for collaboration.
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