Servicenow, Inc.

Udom Dwivedi

Sanjay Kumar Gupta

Harish Kumar Balachandra Bellamane

Evan Ross Lipton

Vytesh Ramesh

Vamsi Krishna Soma

Prithvi Yoganand

Rajesh Swaminathan

The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Customer service management

Provided are communication management techniques useful for delivering communications to client instances that have been impacted by a particular issue. The communication management techniques include determining an issue that impacts two or more client instances, generating and presenting a communications management graphical user interface (GUI), and sending communications to each client instance in response to a selection of a selectable communication action. The communications management GUI may include a communications portion configured to perform a selectable communication action related to the issue that impacts two or more client instances, and the selectable communication action may be configurable to send one or more communications to each client instance.

Issue communication techniques

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Los Altos, CA, United States of America

Udom Dwivedi