Phyllis Drucker (Influencer, EZ2BGR8)
Location: Grand Caribbean 10
Date: Thursday, November 21
Time: 11:30 am - 12:30 pm
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Modernizing Service Management
Session Type: Session
Vault Recording: TBD
Audience Level: Fundamental/Intermediate
This session introduces professionals to concepts needed to design effective service portals and service request catalogs.
Participants will learn what's needed to deliver a modern self-service experience, focusing on understanding support channels, including modern AI-powered chat capabilities.
To make sure they understand how to design a great experience, they'll also learn about the common pitfalls of service portals and how to avoid them by creating a service portal that is a key component of a holistic support design, with features and capabilities that support employees and customers while still enabling IT to scale support.
Understanding the difference between the service portal and service request catalog
Understanding how to use a service portal as an effective part of omnichannel support
Making it easy to get service with corporate IM integration
Knowledge or generative AI? Which is more effective?
A roadmap for getting started and building over time