See the "Template Icon" at the right side menu under Attachments. Go to agent. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. Protect your business with software license management by embedding SAM into the. The easy-to-navigate, multi-tab interface enables you to efficiently oversee and resolve multiple incidents, problems, and change requests. Contextual Search in ITSM Virtual Agent Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because. Yes, the agent workspace (now already obsolete!) was designed for the desk, but seems like ServiceNow is positioning the Service Operations Workspace for the mass itil audience. Skip to page content. In next experience UI we have workspace menu and workspaces are listed under it. Service Operations Workspace is available with these ServiceNow products. This API is built on the conversational custom chat integration framework provided with Virtual Agent and operates in the sn_va_as_service namespace. Agent Workspace for CSM makes it easy for agents to efficiently manage multiple cases, accounts, customers, and consumers. IT Service Management. HR Agent Workspace. Configured CMDB Workspace forms for many common CMDB classes. Discover Solution Watch Video. If you want to change the view of the incident workspace form. Configure the UI Action. Also configure pages that open from the Analytics Center. . This is a mandatory role to view global templates on the workspace. **This feature is available in New York release and forward** This article provides a method to pass values to a form from the URL in Agent Workspace. When an incident is created from Interaction, attachments from interaction are not copied over to incident record Steps to Reproduce Create an Interaction Add Attachments Click Create Incident Expected:Agent Workspace is a Consolidated ServiceNow Interface that helps Tier-1 agents to respond to Incidents, problems, and change requests asap. Agent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be more efficient. ServiceNow Get an introduction to the navigation of Agent Workspace with Get Started with Agent Workspace. To configure the visibility of the particular workspace in the Workspaces menu in Unified NavigationCitrix integration with ServiceNow Virtual Agent is now available to entitled ServiceNow and Citrix customers, including those with Citrix Virtual Apps and Desktops service Premium and Citrix Workspace Premium. . Known synonyms are applied. Predictive Intelligence is available with the Now Platform ®. . Skip to page content. The user should have "template_editor_global" role to see the template. This API is exposed to client scripts, also known as page scripts. ServiceNow commissioned research on how AI will affect the skills of the future. Table: Incident. Instructions. dialog opens. Skip to page contentUsing ITSM Agent Workspace - Product Documentation: Utah - Now Support Portal. The issue impacts users that have updated their Chrome or Edge browser to Version 89. Sign in for more! There's more content available only to authenticated users. The new UI Builder-based workspace makes it more. PROCEDURE : 1. Click the button in the Workspace header to edit the components. Powered by the Now Platform ® and available as a fully native iOS or Android app, Mobile Agent delivers out-of-the-box, mobile-first experiences for the most common fulfiller workflows. Setting up HR Service Delivery Agent Workspace - Product Documentation: Tokyo - Now Support Portal. Impact Accelerate ROI and amplify your expertise. Known synonyms are applied. CSM Agent Workspace enables you to integrate Customer Service Management with the following applications: IT Service Management (ITSM): Use this integration to create request, incident, problem, and change records from customer service cases and enable external users to view these records from the Customer and. Configure the UI Action. The timeline component displays a chronological summary of case activities, including case state changes and interactions between the fulfiller (typically the agent) and the requester (typically the customer). Explore the Agent Workspace Home Tab. Read Press Release NEWS Partnership with Aston Martin Formula One® Team Learn how operations will be streamlined through the ServiceNow intelligent platform. A case is a means of capturing the details of a service, project, transaction, or response to customer requests. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. As admin/major issue manager login to Agent workspace. Drag and drop the PA indicators or containers. When you open the same record from Workspace list view, Compose/Activities. Untether your service and support agents and make it easy for them to work from anywhere with purpose-built mobile workflows. panel and leave editing mode. Loading. Analyze capacity and gain a real-time view into space utilization and workplace services. As List actions are not present , we can't delete that list also from UI . Log in to a Tokyo instance 2. Set the refresh rate interval for the reports or indicators. Impersonate as System Administrator. ServiceNow Walk-up Experience is a streamlined channel to manage face-to-face IT support requests, and to improve customer experience with IT Service Desk. — March 22, 2023 — ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, today announced a major platform expansion with the Now Platform Utah release . Alert Workspace Lists unable to auto refresh - Support and Troubleshooting - Now Support Portal. The CMDB Workspace plugin adds the following to Agent Workspace: CMDB list category and associated filtered lists. This guide shows Staff how to use Agent Workspace and resolve service requests. In Agent workspace, 'Additional Comments' is visible as default input option on form load and user need to select 'Work Notes' from dropdown manually. Create averages for product life cycles in workspace. Impact Accelerate ROI and amplify your expertise. Select an authentication method to sign in and enter your ServiceNow Instance Host and API URI. It is achieved using an information enriched view of an issue in one interface with relevant suggestions based on Machine learning concepts like Agent Assist, Agent Intelligence, and Predictive. Activate or deactivate transcript download. Predictive Intelligence requires an additional. Case navigation and management become a lot easier by enabling agents to handle multiple records of several types in one single tab/window of their web browser. Build My First App Engine Studio ApplicationConfiguring a Workspace. Create and track milestones for projects, demands and epics with improved tools and visibility. ServiceNow Mobile Agent app delivers out-of-the-box, mobile-first experiences for the. Increase productivity Solve issues faster with everything you need in one place. New List Action Button on Agent Workspace to display a Assigned to Field. The update adds gen AI capabilities. Set the refresh rate interval for the reports or indicators. Loading. Lists 3. Monitor case status and completions in a central workspace. The ServiceNow Virtual Agent improves productivity from multiple perspectives. Improve agent efficiency with a single workspace built to facilitate resolutions. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. Documentation Find detailed information about ServiceNow products, apps, features, and releases. ServiceNow just made Orlando release available for developers (you can upgrade your PDI ), and we can get the first look inside of a new platform component: Agent Workspace / Workspace Experience. How search works: Punctuation and capital letters are ignored. CMDB-specific widgets: CMDB Health, CMDB Relationships, and CMDB Timeline. Name of the table that contains the record to open. Special characters like underscores (_) are removed. ServiceNow Agent Workspace allows you to create your own workspace to simplify your organization’s workflow of custom tasks. Navigate to the form or view that contains the "Edit" button in the Agent workspace. Playbooks provide step-by-step guidance for resolving processes and enable agents to easily. Agent Workspace is a configurable service desk application that provides an. Known synonyms are applied. Agent Workspace became available with New York release, but configuration options were very limited at that time. Name of the table that contains the record to open. . The Agent Workspace for HR Case Management application is a new re-factored workspace for HR agents. The Workspace application aims to give quick access to agents, answer. Click the button in the Workspace header to edit the components. Chat from service portal using Virtual Agent. 02-23-2023 03:53 AM. Store Download certified apps and integrations that complement ServiceNow. Sometimes, this toolbar might not appear. When you click on the Transfer to Agent option, it adds another agent to the ongoing chat. Create seamless experiences for customers and agents with compliance. Through Agent Chat, agents communi. Skip to page content. ”. One type of experience is a Workspace, which is a dashboard to interact with application data. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps,. Agent Workspace is not supported to. If not, please add the same. Design a self-service user experience with a responsive portal interface. You can manage the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows. This article details the steps to make use of Advanced Work Assignment to route work items to agents in Agent Workspace based on the needed skills. Each should have appropriate targets defined, and ServiceNow Performance Analytics can be used to track and visualize your progress towards these goals. This will add a new Landing page with a report. Agent Workspace can not preview excel, word , ppt files, it throws errors "The file type is currently not supported" - Support and Troubleshooting Knowledge Base Support and Troubleshooting (Knowledge Base)In Agent Workspace, When a record is opened from Reference field of related record, Compose/Activities Section is not visible. Automate and connect anything to ServiceNow. Service Operations Workspace Predict, prevent, and resolve incidents proactively from a single workspace. Additional Information. Designed with customer service staff in mind, the CSM Agent Workspace helps an agent quickly resolve issues with automated. Click paperclip on the right forAsk questions, give advice, and connect with fellow ServiceNow professionals. Configure Workspace Agent Chat to enable customers to ask questions and receive information by chatting with a live agent. Typically it will be a blank white page for 20-30 seconds before the workspace finally loads. cancelComments) to get comments from text area in Developer forum yesterday. In the Now Platform UI of your ServiceNow instance, navigate to Workspace Experience > Actions & Components > Contextual Side Panel . Go to UI Action resolve on table incident 3. Transform manual tasks and mundane work into digital workflows. Then, select ServiceNow in the left navigation menu to open the configuration form. For example, I would like to add this "selection" from the backend to an specific Agent Workspace List: Currently this is how the List (Requested Item Tab in an Request) looks like in the Agent Workspace:. Loading. For the most benefit we recommend watching the Agent Chat & Advanced Work Assignment Workshop playlist in order: to page content. Predict issues, prevent impact and automate resolution with AIOps. Special characters like underscores (_) are removed. The Agent workspace is designed keeping in mind the use cases of an agent persona who would want to have access to the various tabs (sections) on a record simultaneously and the design helps reducing the need to scroll up and down constantly to do so. . Set up Agent Workspace for HR Case Management so that your agents can engage with your employees, answer questions, create cases, and resolve issues. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. Set up your ServiceNow instance to integrate Microsoft Teams applications. Steps to Reproduce 1. Find detailed information about ServiceNow products, apps, features, and releases. Skip to page content Reporting. 2 weeks ago. Step 2: Go to Now Experience Framework -> Actions and Events -> Action bar Declarative Actions and create a new. Key features Landing page Tailored landing page for your Service Desk agents. Risk Management helps organizations to identify high-impact risks, improve risk-based decision-making, and reduce reaction time from days to minutes. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. ServiceNow® Service Owner Workspace provides a premium Service Portfolio Management experience. Ask questions, give advice, and connect with fellow ServiceNow professionals. Setting Manager Field in Developer forum yesterday. In this blogpost, we. When a record is opened from Agent Workspace is possible to see the following messages: Release or Environment. Agent Workspace can not preview excel, word , ppt files, it throws errors "The file type is currently not supported" - Support and Troubleshooting Knowledge Base Support and Troubleshooting (Knowledge Base) Agent Workspace not showing Activities section - Support and Troubleshooting - Now Support Portal. You will find 65 cluster records in the list as expected. - Now Learning Benefits of workspaces. About. The app enables service desk agents to promptly manage. HTTP Effect is used to request items from the kb_knowledge table using Table APIs and Now Design System components to make it look attractive. ServiceNow has long had a Service Desk Call plugin that in some ways is the spiritual predecessor to Interaction Management. Navigate toUse the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Impersonate as System Administrator. Users might experience of getting frequent out of memory errors or browser window crashing, when using the Agent Workspace inside Chrome 32-bit browser. Skip to page content. ServiceNow Agent Workspace provides Staff a central place to manage service requests. That's why curious to know how other customers are embracing it. Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer. >. How search works: Punctuation and capital letters are ignored. Log into any Rome instance and go to Agent Workspace 2. Welcome to the Now Platform Utah release! Jon Sigler. Skip to page content. STR: Go to HR Agent Workspace Open HR Case, and click set Reminder (three dots next to close Loading. After initial slow loading, the workspace will load. ServiceNow Store. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. Process Automation Designer is another way to configure a flow in ServiceNow, such as Workflow Editor or Flow Designer. ServiceNow provides workspaces for different issue. Check if the user has "template_editor_global" role. It enabled the recording of a call with a customer, even prior to knowing what type of interaction you would have with the user. 63. Skip to page contentSLA data keeps loading in Agent Workspace widget - Support and Troubleshooting - Now Support Portal. For example, if a work item requires the language skill If you're already using Agent Workspace, SOW should be a fairly easy change. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Learn More. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. Source, negotiate and procure goods and services effortlessly. Typically users will see a blank white page for 20 to 30 seconds before the workspace finally loads. Encountering a problem with a User Interface (UI) Policy that has the Run Script feature enabled, which is designed to display or conceal Annotations on Workspace. Select a field to include in the list. Skip to page content. There will be three sections in the Details, Case, Comments and Related Search Results. 0. Thanks in. It provides a single pane of glass for both. In the example, the. “ServiceNow has provided frictionless ways for colleagues to handle their IT; it has removed a lot of mundane tasks and certainly made onboarding new. Adding a. Working with different roles associated with Agent workspace. Read Data Sheet Try Mobile App Benefits of Mobile. SLA info loading endlessly in Agent Workspace for certain users on an incident record. Start your ServiceNow journey by joining us the 2nd Wednesday of each month for an introduction to ServiceNow resources. Steps to Reproduce 1. ServiceNow has announced that support for Agent Workspace will end with the Washington D. FEATURED PRODUCTS. Agent Workspace General FAQs - Support and Troubleshooting - Now Support Portal. This app shell focus' on workspace experiences for agents to view and resolve multiple records at the same time. For the most benefit we recommend watching the Agent Chat & Advanced Work Assignment Workshop playlist in order: Agent Workspace is the command center for customer service on the Now Platform. Impact Accelerate ROI and amplify your expertise. Unable to edit the form on Agent workspace - Support and Troubleshooting >Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Highlight list fields not working when "Wrap List Text" is enabled in Workspace settings Steps to Reproduce Navigate to Workspace Experience > Administration > Highlighted Values and click New. Manage normal and on-call shifts from one place. Additional Information. Update Workspace Content Labels and Titles. Transform manual tasks and mundane work into digital workflows. Open Agent Workspace. Chat from service portal using Virtual Agent. Navigate to All> UI Builder/UI Builder for Agent Workspace for HR case Management: 2. Partner Grow your business with promotions, news, and marketing tools for partners. If not please check the global field for each template. Bring together the right agents to manage work and collaborate using one platform for IT processes. This examples creates a simple agent-assist component to search articles in kb_knowledge table. Reduce cost. On the App Home tab, click the Collection Tracker Workspace card. We cannot bypass this functionality. setJournalEntry (input. Automate and connect anything to ServiceNow. Increase productivity Solve issues faster with everything you need in one place. Get clear visibility into context and impact, before services impact. as type String, and setting the value. Do more with HR Service Delivery. For instructions on how to do this refer to the product documentationDemo CSM. Agent Chat for Agent Workspace is set up as per the below document and KB Workspace Agent Chat How to set up and use Agent Chat in Agent Workspace with Advanced Work Assignment (AWA) Steps To Reproduce:The behavior is not a bug but it is as per the design of Agent workspace. Update the list filter. Utah is built to help organizations future‑proof their businesses and drive outcomes faster in the face of. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. The most relevant topics (based on weighting and matching. Provide employees with a unified portal to create reservations, access maps, register visitors, and order services. APIs and Integration Tools are available with these ServiceNow products. To edit the form, select a different type of record, or contact your administrator' appears when the cmdb_model form is accessed on AgentClient Script not working in Agent Workspace - Support and Troubleshooting - Now Support Portal. There might be a need to display more than 5 if a service channel record has more thanOnce the plugin is activated, it introduces a new snc_internal role and adjusts ACLs (access control list) to use that role which includes REST API access rights which is what the graphQL calls probably lose access temporarily. In Agent Workspace, there is a way to have the Sidebar toggled off by default every time a new record is opened. Behaviour does not happen when accessed Agent Workspace under Chrome 64-bit browser. Transform manual tasks and mundane work into digital workflows. Service Operations Workspace Admin Console provides you a simple UI to configure the content and information that is surfaced to your agents on. Steps to Reproduce Navigate to yourAs a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests. ServiceNow Walk-up Experience is a streamlined channel to manage face-to-face IT support requests, and to improve customer experience with IT Service Desk. Skip to page content. Workforce Optimization. Skip to page content. GoUse Agent Assist in Agent Workspace - Product Documentation: Utah - Now Support Portal. HR Case Reminders in HR Agent Workspace will not trigger unless the conditions for Scheduled Job "Show HR Reminder" are met - Support and Troubleshooting > Knowledge Base >On OOB instance: - Navigate to Workplace Experience > Administration > Landing Pages and set all the OOB landing pages to Active False. In that case, Find out which view is being used for the workspace. It can show incident, case, task and other records. Then, select ServiceNow in the left navigation menu to open the configuration form. Learn how expanded hyperautomation tools and modern design on the latest release of the ServiceNow Platform help companies accelerate productivity and digital transformation. Solved: Open popup with a client script on Agent Workspace - ServiceNow Community. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. Special characters like underscores (_) are removed. SANTA CLARA, Calif. Case navigation and management become a lot easier by enabling agents to handle multiple records of several types in one single tab/window of their web browser. ServiceNow's Agent Workspace is an all-in-one application designed to increase the efficiency of agents. There's more content available only to authenticated users. Watch this video series to learn about new feature introduced by ServiceNow that is Agent WorkSpace. GlideAgentWorkspace (g_aw) The g_aw API enables a UI Action or client script to open a specified record in an Agent Workspace tab. In the Happening Now section, note how many incidents are open P1 incidents. list, locate a record with a column to open the record in a new tab. Basically acl's Loading. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. If you saw Live Coding Happy Hour on August 19, 2021 (part 1) or September 2, 2021 (part 2), this post will go through the same material. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. Ask questions, give advice, and connect with fellow ServiceNow professionals. Agent Workspace loads slowly the first time a user tries to access it. 5) Click on "Inbox" from the left side menu. We are always listening to our users’ needs, and we’ll continue to implement features that build on. "Intake" and "Triage") and the activities (e. 6) Click on "Add new Interaction". In Agent workspace, Add or Edit Button is not visible under the Related List for the table extended from the OOB table Steps to Reproduce 1. . Skip to page content. In the New York release, more configurations and options are developers for administrators and developers to enhance the experience for their users. Agent Workspace: Attachment - Attachments are not copy into Incident from Interaction:. Another Step Forward for Citrix Workspace. Deliver engaging experiences Simplify how your teams work using context-driven information and resources. ServiceNow® HR Service Delivery Agent Workspace uses the. Sys ID of the record to open. When copying the URL of a list and opening it in a new tab in Agent Workspace, the Save As button does not show up Steps to Reproduce In Agent Workspace for a Quebec instance, navigate to Lists > IncidentsAgent Workspace: Issue when typing in a field (e. In this exercise, you will explore the baseline IT Service Management Agent Workspace to familiarize yourself with Workspaces and their capabilities. Partner Grow your business with promotions, news, and marketing tools for partners. Skip to page content. For employees, the conversational AI chatbot within their Teams workspace offers self-service troubleshooting for common requests, which frees up help desk agents to focus on more complex or urgent issues. Ask questions, give advice, and connect with fellow ServiceNow professionals. Keep employees productive and happy by ensuring they can easily contact support to track and fix issues with ServiceNow Incident Management. Create and customize workspace pages with a single builder. Skip to page content. This reference lists available classes and methods along with parameters, descriptions, and examples to make controlling the end user experience easier. App Engine Studio creates a Workspace that is edited from the Workspace. Cause. In Agent workspace clicking the Resolve UI Actions sets state to "Closed" instead of "Resolved"ServiceNow Agent Workspace. It can be one of Default View, Workspace or a custom view. Special characters like underscores (_) are removed. Empower your agents to guide. Two scenarios that cause Client Scripts not to work, in Agent Workspace, are discussed in this article: Scenario 1: Client Script not working in Agent Workspace even though the UI Type field on the client. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. Click the button in the Workspace header to edit the components. To connect your ServiceNow instance to your Microsoft Office 365 tenant and to authorize applications, you must have both the. Release or Environment. glide. — Nov. Make it easy for agents to triage, act on, and resolve requests on the go. Financial Services Operations;. When viewing a related list associated with a record in Agent Workspace, the number of records shown does not match the related list for the same record when viewing the record in UI16. Skip to page content. Agent Workspace is not supported to. Impact Accelerate ROI and amplify your expertise. This happens when a user first time tries to access it. Navigate to list: "Trending Case Topics Last 1 week. Explore the Open PI Incidents component. Capture all install base data including location, install date, open cases, and more in a single view for increased agent efficiency. The Activity Stream in the Agent Workspace does not show up. Refer to the DocumentAutomate and connect anything to ServiceNow Transform manual tasks and mundane work into digital workflows. Explore the Agent. In customer support, the customer case (or simply ‘case management’) is the primary, most essential entity. ServiceNow Learn more about ServiceNow products and solutions. Platform UI AgentLogin here. Skip to page contentTo change the columns and the order that they appear in a list view in Agent Workspace, follow the below steps. A new generative AI capability, Now Assist for Virtual Agent delivers conversational experiences and automates workflows. 1. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. If you saw Live Coding Happy Hour on August 19, 2021 (part 1) or September 2, 2021 (part 2), this post will go through the same material. Transform manual tasks and mundane work into digital workflows. Skip to page content. Cut software and cloud expenses by pinpointing shadow IT, reducing overlap, and optimizing license use. Certain content is no longerYou can grant access to workspace for specific role users by creating the acl or changing the existing acl. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. 0 from the Tokyo release onwards. Management Provide instant access to relevant knowledge for patients, consumers and agents. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. Workspaces include everything agents need to find, research, and resolve issues. Partner Grow your business with promotions, news, and marketing tools for partners. Incidents > All 4. contextual_search. Enable your agents to take action at any time with a swipe or a tap. Automate and connect anything to ServiceNow. Simplify and accelerate everyday work with built-in machine learning. Deliver personalized experiences that engage teams and supercharge productivity with the new collaborative workspaces on Next Experience. Review these sections on configuring Agent Chat features. Introduction. Virtual agent : Also referred to as “chatbot” or “virtual assistant,” virtual agents interface with the customer to quickly get them what they need. Playbooks provide step-by-step guidance for resolving processes and enable agents to easily manage the lifecycle of cases by guiding them through. Streamline and manage software assets with a single-architecture SAM solution. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. Increase incident deflection Reduce call volumes and deflect tickets using the self-service portal and ServiceNow ® chatbots. When configuring your Agent Workspace environment, Agent Assist will not be enabled for a majority of tables. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. snc. Only [incident] and [sn_customerservice_case] have this configuration out-of-box. Developer Build, test, and deploy applications. ITSM Agent Workspace - Incident. Field Service Management Dispatcher Workspace. Update the Happening Now container. Activate the display of the estimated wait time for live chat support (transfer from the virtual agent to a live agent). Deliver engaging experiences Simplify how your teams work using context-driven information and resources. Select an authentication method to sign in and enter your ServiceNow Instance Host and API URI. For Agent Workspace, this API supports interaction tab management. Skip to page content. Multiple tabs allows agents to efficiently manage several cases at once. However,To reconfigure the list to show different columns, update the. As a result, it helps equip organizations to:. From the native platform, go to that form view. Workspaces include everything agents need to find, research, and resolve issues. That's why curious to know how other customers are embracing it. Lifecycle events, such as a data broker execution. 72. Important: It is recommended to use Service Operations Workspace , which is a.