Introducing Assembled's ServiceNow integration — bringing workforce intelligence to customer service management

Customer support teams running ServiceNow's Customer Service Management platform face a familiar challenge: powerful case management and omnichannel routing tools, but no way to translate that work into smart staffing decisions. You know what cases are coming in, but not how many agents you need to handle them. You can track service levels, but not whether you're staffed appropriately to meet them.

Today, we're closing that gap. Assembled now integrates directly with ServiceNow, bringing AI-powered workforce management to one of the world's leading customer service platforms.

The ServiceNow staffing challenge

ServiceNow has become the platform of choice for enterprise customer support operations — handling everything from customer inquiries to technical support to account management. But while ServiceNow excels at managing cases and customer interactions, it leaves a critical question unanswered: How do I staff my team effectively?

Support leaders using ServiceNow typically face three operational headaches:

Reactive staffing decisions. Without forecasting tied to ServiceNow case data, teams guess at staffing needs or react after queues are already underwater. By the time you realize you're understaffed, you've already missed SLAs and frustrated customers.

Disconnected scheduling. Managers build schedules in spreadsheets or separate tools, with no visibility into real-time ServiceNow activity. When priorities shift or volume spikes, there's no easy way to adjust coverage on the fly.

Limited operational visibility. ServiceNow shows you case metrics, but not workforce metrics. You can see average handle time, but not whether agents are in adherence. You can track case volume, but not whether you have the right people scheduled at the right time.

All of this results in support teams that are either chronically understaffed (burning out agents and missing SLAs) or overstaffed (wasting budget on unnecessary headcount).

What we built

Assembled's ServiceNow integration brings the same workforce intelligence that powers support operations at companies like Stripe, Robinhood, and Etsy to ServiceNow users.

Accurate forecasting based on ServiceNow case data

Assembled pulls case volume and handle time data directly from ServiceNow to generate AI-powered forecasts. Our machine learning models analyze historical patterns, seasonal trends, and day-of-week variations to predict exactly how much work is coming — by queue, by channel, by skill group.

The result: forecasts accurate enough to build schedules around, with confidence intervals that help you plan for uncertainty. No more guessing whether you need 12 agents or 18 on Monday morning.

Intelligent scheduling that adapts to ServiceNow activity

Once you know what's coming, Assembled helps you staff for it. Our scheduling engine considers agent skills, availability, time-off requests, and labor rules to generate optimized schedules that match staffing to forecasted demand.

And because Assembled syncs with ServiceNow in real time, you can see live queue performance alongside your schedule. When volume spikes or agents call out sick, you know immediately whether you're on track to meet SLAs — and can adjust coverage before it's too late.

Real-time visibility into workforce performance

Assembled tracks agent states from ServiceNow to give you the operational visibility you've been missing. See who's working on what, how long they've been in each state, and whether they're in adherence with their scheduled activities.

This matters for two reasons: First, it helps managers coach effectively, identifying agents who might need support or training. Second, it closes the loop on forecasting — by comparing actual handle times and productivity to your forecasts, Assembled continuously improves its predictions.

Omnichannel workforce management

ServiceNow supports customers across channels — chat, email, phone, social, and more. Assembled's integration respects that complexity, letting you forecast and schedule across all channels from a single platform.

Whether you're running a dedicated email team, omnichannel agents who flex across channels, or specialized groups handling phone and chat separately, Assembled adapts to your operating model. You get channel-specific forecasts, cross-channel scheduling optimization, and unified visibility into performance.

Companies using our workforce management platform consistently see dramatic results: teams improve forecast accuracy by 25%, reduce scheduling time by 70%, and increase agent productivity by 15% through better adherence and real-time management.

Built for enterprise customer service operations

ServiceNow is the platform of choice for enterprise customer support — which means the workforce management solution needs to be enterprise-grade too.

Assembled's ServiceNow integration supports:

• Multiple teams in one account for organizations with complex support structures
• Custom queue configuration to match your unique ServiceNow setup
• Skills-based routing to align scheduling with agent capabilities
• Queue-level forecasting for granular capacity planning across service channels
• Custom roles and permissions to control access across your organization
• Enterprise-grade security that meets the highest compliance standards

And because Assembled is built on the same infrastructure that powers workforce management for some of the world's most sophisticated support teams, you get the reliability, security, and scalability that enterprise operations demand.

The bigger picture

This launch reflects a broader truth about modern customer support operations: the best teams don't choose between great case management platforms and smart workforce management. They use both.

ServiceNow gives you the tools to manage customer interactions. Assembled gives you the tools to manage the people handling those interactions. Together, they create a complete operational foundation — one where you can confidently answer not just "What cases need to be handled?" but "Do we have the right people available to handle them?"

For support leaders running ServiceNow, that's the difference between reactive firefighting and proactive workforce planning. Between guessing at staffing needs and knowing exactly what you need. Between hoping you hit SLAs and having the data to guarantee it.

Get started with Assembled for ServiceNow

The Assembled ServiceNow integration is available now for all teams.

Ready to bring workforce intelligence to your ServiceNow customer service operations? Request a demo to see Assembled in action.