Universal Request

ServiceNow Universal Request empowers customers in their journey toward Enterprise Service Management (ESM) or Global Business Services (GBS) by enabling agents to resolve cases seamlessly across the enterprise to provide a better employee experience.

Employee experience

Enhance the experience by eliminating the employee confusion when figuring out which department to reach out to for help. Hide the complexities of the service delivery process by handling request transfers across the enterprise behind the scenes.

Enterprise security

Restrict access to the request at the time of creation or after assessing the request for an agent to view the ticket that has sensitive information. This enhanced security ensures that security is maintained while transferring the request between scoped applications.

Cross-department ticket transfers

Transfer tickets between scoped applications by configuring the transfer type without compromising on the security protocols. Also, route tickets using artificial intelligence.

Tasking capabilities

Task employees to get additional information needed to fulfill the employee’s request. Integrate the Universal Task framework to create a general and standard task experience for both the agent/fulfiller and the employee.

• Exploring Universal Request
  The ServiceNow Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents.
• Setting up and configuring Universal Request
  Set up and configure Universal Request to enable agents to create universal requests and work on them to resolve employee issues.
• Using Universal Request
  Use Universal Request to enable cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents.
• Reporting solutions for Universal Request
  Universal Request (UR) reporting solutions contain preconfigured dashboards with actionable data visualizations to improve your employee service delivery processes.
• Virtual Agent for Universal Request
  The Virtual Agent capabilities of Universal Request provide automated chat options to employees. It reduces the workload of agents by assisting the requester with certain basic tasks. It can display suggestions for self-help topics and knowledge articles based on keywords. It can also help employees to update their universal requests.
• Universal Request reference
  Reference topics provide additional information about the universal requests, including lists and forms.
• Integrating Universal Request with other applications
  Extend the capabilities of Universal Request and connect with other departments to assist with ticket resolution. By integrating with other applications, you provide a consistent ticketing experience and facilitate inter-department request transfers and multi-department use cases.
• Quick start tests for Universal Request
  Validate that Universal Request still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.
• Universal Request in Agent Workspaces
  Use Universal Request in Agent Workspaces to create, view, and work on the universal request.
• Using agentic flows in Universal Request AI agent collection
  Use the Universal Request AI agent collection to complete tasks autonomously.

Parent Topic:Employee Service Management