get with the xflow—ca service management customers tell their stories about the new xflow user...
TRANSCRIPT
World®’16
GetWiththexFlow– CAServiceManagementCustomersTellTheirStoriesAbouttheNewxFlowUserExperienceStephanieConnolly– ITSMAdmin– BlueCrossBlueShieldAlabamaDavidFlores– TechnicalSupportLead– Belk,Inc.AllenHoupt – Advisor,ProductMarketing– CATechnologiesFrankMueller– CEO– AXSOSAG
AMT114P
AGILEMANAGEMENT
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Abstract
ThissessionfocusesonthenewxFlowuserexperienceforCAServiceManagementwhich,enablessupportanalyststoworkthewaytheywantanddeliverthequalityofservicetheircustomersexpect.Inthissession,CAwillinterviewCAServiceManagementcustomerpanelistsaboutatypicalday-in-the-lifeoftheirsupportanalysts,thereasonstheyembarkedonimplementingthenewxFlowuserexperienceandtheirfutureplansrelatedtoxFlow.
AllenHoupt
CATechnologies-Advisor,ProductMarketing
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ContextwithCardview,HeatandWeather
StoryTimeline
ServiceGenius,SuggestedExpertsandSuggested
Solutions
WithxFlow youget
At-a-glanceviewofservicedeskbusinessandpriorities
Understandhistoricalactivitiesofincidentsandrequests
Contextbasedsuggestiveknowledge;skills-basedroutingforquickerfasterresolution
Whichenablesyouto…
AssistiveCommandBox Recognizeskeywordstodriveresolution
ThexFlowExperience
xFLowfortheSupportAnalystGaincontext,prioritize,assistiveresolution
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StephanieConnollyBlueCrossBlueShieldAlabama-ITSMAdmin
ThePanel
DavidFloresBelk,Inc.TechnicalSupportLead
FrankMuellerAXSOSAGCEO
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MustSeeDemos
ServiceDeskandSupportAnalystxFlowExperience
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