The Department of FISCal is testing a pilot project with several departments that provides a chat feature in ServiceNow for their users. This tool will provide another channel for departmental users to contact the FI$Cal Service Center (FSC) besides phone, email and the ServiceNow portal.
ServiceNow Chat will provide users with another avenue in which to request assistance with questions, job aids and some transactional processes. FSC Level 1 analysts will attempt to assist users during the chat but can submit a ServiceNow ticket on behalf of the user should a ticket be necessary. During the pilot, we are encouraging users to try the new functionality and provide feedback.
With year-end close and other activities taking place, we understand this is a busy time for departments, so we are not requesting our pilot users to use formal test scripts or tasks. We ask only that they participate and use the chat feature when appropriate. We welcome their feedback to help us improve the experience for all users.
The chat functionality is available Monday thru Friday from 1 p.m. to 5 p.m. for basic inquiries, and will not circumvent tickets when a user has a FI$Cal system process issue.
You can review job aid FI$Cal.463 via ServiceNow, which provides information on how to access the new ServiceNow Chat feature.
After the pilot period, we will evaluate the impact of this new functionality in improving the user experience. The intent is to release the new chat feature for all FI$Cal system users in the near future.