Start Spreading the News: Our Six Favorite Features of the ServiceNow New York Release

Start Spreading the News: Our Six Favorite Features of the ServiceNow New York Release

Mobile is the new design paradigm today, with employees and customers demanding the same consumer-grade experiences on the job as they get at home—all from their phone.

With the New York release, ServiceNow has responded by making it easier than ever to build native mobile applications.

Due to much of business today being conducted via smart-phone, voice is more relevant than a lot of typing. So ServiceNow New York has incorporated natural language understanding (NLU) and voice-to-text capabilities. Click To Tweet.

The New York release of The Now Platform® delivers more than 600 new innovations, including new workspaces, mobile apps, and enhanced artificial intelligence to help businesses unlock productivity and create great experiences for both customers and employees. With so many new features and updates, we thought we’d “cut to the chase” and go straight to our favorites. We narrowed it down to six big ones.


1. Now Mobile

Now Mobile makes it easier than ever to design custom mobile apps and so much more. The platform encompasses requests, orders, to-dos, search, and virtual agent in a native-mobile design.  All you have to do is swipe, click or tap to get the right answer or find the right people. Approvals can also be automated, with Now Mobile displaying a notification whenever you have an approval request.

Now Mobile uses your phone’s native voice-to-text capabilities so you can easily enter information without typing.  Getting the help or information you need at work becomes as easy as shopping from home using Alexa.

2. Mobile Onboarding

Get new employees onboard and productive in a New York minute with the new Onboarding app.

The New York release of the Now platform offers a native-mobile experience like employees are used to at home. That means less text, and little to no typing. Even before their first day on the job, new hires can get notifications and conduct all their tasks in one place (like their phone), with automated guidance and coordinated to-dos integrated across IT and HR departments.

For the first time, new hires can complete tasks, view content, get help across departments including IT, HR, facilities, finance, and legal. All from a single, native-mobile app.

With the Now platform, workflows are kicked off in IT, which automate approvals, providing access to IT services, and installing and configuring applications. All this ensures the right equipment is available on the new hire’s first day.

 3. Virtual Agent On the Go

When you think about traditional virtual agents, we’re used to choosing from a menu of options that trickle in a workflow. Forget the menu of items, now users can do things on their phone without even having to rely on keywords, only their voice.

ServiceNow’s Virtual Agent takes the built-in voice/text conversion capability and adds recognition of important items to help users quickly retrieve the information they need, from wherever they are. Click To Tweet

4. Finance Close Automation

The New York release includes ServiceNow® Finance Close Automation (FCA), a new application that application simplifies the accounting and finance close process. Through streamlined workflows and automation, FCA speeds things up while reducing risks. Staff can post journal entries, manage timelines for close tasks, and handle end-to-end accounting from a single pane of glass-like your phone.

5. Gain workspace insights with HR Service Delivery

Now Mobile for HR Service Delivery takes an employee-focused approach through a single, easy-to-use mobile-first interface or through voice. This is where automation and machine learning combine to deliver a great experience and unlock productivity for your workforce.

ServiceNow New York solves for the employee first, reducing confusion when they don’t know where to go for help by hiding the back-end complexity they shouldn’t have to worry about.

Service Delivery helps employee workflows with the Service Center, prompting employees to take action.

6. CSM (Customer Service Management)

Today’s customer experience is more about reaction management, with customers kept isolated from the resolutions they seek through fragmented systems. Now you can delight your customers by providing proactive service, from issue to resolution

The New York release provides a more connected, unified customer experience with end-to-end proactive customer service. New capabilities provide three key benefits:

  • End-to-end connected customer experience
  • Proactive service
  • Enhanced self-service

Consumers expect to engage with brands how and when they want, on the device and channel of their choice. The New York release helps you deliver the experience customers want and expect.

With ServiceNow New York, your company’s IT operations, customer service organization, and your customers are all connected, making it easier to resolve complex issues end to end, stay proactively informed, and maintain visibility through self-service.

Ask your Cask advisor about putting ServiceNow New York to work for your organization and make work, work better.


At Cask, we’re continually looking for new ways to help businesses get the most out of their ServiceNow investment. By keeping the focus on people, and how processes and technology can help meet their needs, we can improve the experience for customers and employees alike.

At Cask, we know how to streamline business.

We understand that the world moves fast, but information moves faster. You need data in a hurry, and company-wide automation is the answer. If your business can’t keep pace, we can guide you through a strategic transformation to optimize your operational efficiency.

That’s why we are proud to partner with ServiceNow to provide the solutions to move from manual tasks and paper deliverables to digital applications for managing your business.