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Now on Now: How Sales, Support, and Success Unite to Resolve Escalations Fast
Session Category: Session
First come, first seated

When a customer risk signal fires, every team that needs to act should already know. In this session, learn how ServiceNow built Customer Risk Intelligence and Response on TPSM — an automated escalation framework that detects critical risk, identifies impacted fulfillment teams, and pushes coordinated notifications in real time. We'll walk through the exact configuration: risk signal logic, automated notification workflows, and cross-team coordination patterns that compressed response time from hours to minutes. Leave with a replicable playbook, not a slide deck.

Primary Product: Customer Service and Industry Products
Secondary Product: Sales and Order Management, Digital End-user Experience
Session Level: Intermediate
  • Wednesday, May 61:30 PM - 1:45 PM PDT

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