ServiceNow Fulfillers,
It’s been less than a month since our last update, but we want to give you ample notice of our TeamDynamix (TDX) Town Hall webinar on May 14th.
Town Hall webinar
We’ll hold a Town Hall on Tuesday, May 14, 3 – 4 pm, to provide some TDX details. This is geared towards people who work in ServiceNow, but anyone who is interested in TDX is welcome to attend. We’ll talk about the go-live plan, provide a first peek at what TDX will look like, and go over specifics for training.
On May 14, at 3 pm, please join the Town Hall using the Zoom link.
- Meeting ID: 913 3539 5317
- Passcode: CST-TDX
If you’re unable to join the webinar live, we will record it and will post it to the Customer Support Tool website.
Assignment group clean-up
In an email yesterday, we asked assignment group owners to help us clean up assignment groups and standardize names. We want to consolidate and make group names as agent friendly as possible. If you manage any groups and did not receive the email, please reach out.
New term: Agent
ServiceNow calls people providing service fulfillers. No one here ever loved that one. TDX calls them technicians and, to be honest, we’re not wild about that either. Our current plan is to use agent, which is an industry-standard term in customer support.
Information you need to know
We have added a new section to the project website that centralizes information that you need to know. Most of it has been shared in these updates previously, but it has some new nuggets as well: Information you need to know.
Jump start on training
If you’re excited to learn more about TDX and have the time, TDX offers a Technician Training online. While we want to stick to “out-of-the-box” functionality as much as possible, keep in mind that our instance of TDX will look different from what you see in those sessions.
There is no pressure to start this training now, but folks have asked about it. You can find our training strategy on the website: Customer Support Tool Training Information.
Bi-weekly emails
Until now, we’ve sent these updates monthly. With just over two months until TDX go-live, we’ll have a lot of information to share, so look for these bi-weekly moving forward.
Best,
Calvin Groves, Director of Customer Support & Outreach