The problem A JDS customer embarked on a project to implement Salesforce to provide their users a single user interface to fulfil their customer needs. Their aim, to make the interface easy to use and reduce the time to process customer requests. At the same time, the business had to ensure that their customer data stored in Salesforce was secure …
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Understanding the difference between Virtual Agent LITE and the full Virtual Agent offering is a must when planning your organisation’s Virtual Agent journey. The following matrix will help you to understand the benefits of the Virtual Agent LITE product as a starting point, whilst clearly highlighting the immense value that can be realised in proceeding with the full Virtual Agent …
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Technology Background

Like any enterprise platform, ServiceNow has a complex relationship with its underlying architecture. Originally, ServiceNow was built on Java using Jelly XML for server-side component rendering. For its time, this approach was cutting edge.

As the Internet matured and social media ramped up, Google developed a clever client/server binding language called AngularJS that allowed for dynamic HTML pages to be …
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Summary JDS was engaged to performance test a National Sales Event at a very large scale in 2020. There are multiple events which happen throughout different periods of the year but this particular engagement was in preparation for the largest sales event of the year. Test Scenario Approach and Modelling Typical performance load tests would start off with a conservative …
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ACLs or Access Control Lists are the process by which ServiceNow provides granular security for its data and can be applied to individual records, as well as fields within those records. When working with ACLs, it is extremely important to note that the order in which an ACL definition is evaluated has performance implications. These are:

1. Roles
2. Criteria
3. Script

…
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This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. See Part 1 HERE See Part 2 HERE See Part 3 HERE Part 4: Experiences Matter Through this blog series I have spoken about, through Virtual Agent, it is easier to empower users, create more opportunities for contactless resolution and create …
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This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. Part 3: Operational Insight & Accuracy Every day that a service desk is operational, it creates data, both useful and not so useful. As time continues though it can become quite overwhelming and the data that was once useful can be …
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This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. Part 2: Contactless Resolution Contactless resolution, no contact resolution and zero contact resolution are three ideas that are similar in concept, but are all trying to get essentially the same result. This concept is not new at all, despite it getting …
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This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. If you talk to someone about the present state of the IT industry, artificial intelligence, virtual agent and chatbots are topics that commonly surface in one way or another. From forcibly having to “deal” with it while trying to raise a …
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