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It’s not everyday you come across someone like Abdul, a developer with 11 ServiceNow certifications to his name! What goes on in that brilliant mind? What on-demand content does he recommend you check out from this year’s Knowledge20 conference? We caught up with him to hear what he had to say.  

Where did you go to school and what did you study?
I completed my bachelor’s degree in Computer Information Systems with a minor in Business from Mount Royal University.

How long have you been a Developer?
A little over three years.

What is your favorite part of being an APPOXIAN?
I really love the dynamic of this team and how well we collaborate on projects. There is always so much to learn from my co-workers and our clients because of all the experience and creative minds that are involved. The freedom to be creative and innovative at APPOXIO is what makes being a developer so fun, and ultimately seeing our solutions come to fruition while providing so much value to clients is what makes this company so great!

What is one of your proudest moments?
Good question. I would say the time I set a goal to complete 3 new ServiceNow certifications within a year was a proud moment of mine. But by the end of that year, I had doubled my goal and completed 6 new ServiceNow certifications!

What is your favorite piece of technology on the ServiceNow platform?
There are so many to choose from! I would have to say my favorite would be a combination of building custom applications and working on new emerging features like Virtual Agent and Agent Workspace. There is so much flexibility on how innovative you can be in these areas, therefore, the opportunities to come up with new solutions are endless!

What are your top three favorite podcasts, shows or books?
1. Video Series: Living Coding Happy Hour by ServiceNow
2. Podcast: The Joe Rogan Experience
3. Podcast: This Week in Tech

Where can we find you when you aren’t working?
I always enjoy spending time with my family. We typically plan outings and outdoor activities whenever the weather is nice.

With Knowledge20 well underway, have you had the chance to attend any sessions?
Yes, I did. I wasn’t able to catch any live events but I did watch a few sessions using the on-demand feature. The three sessions I’ve watched so far include:

Use Natural Language Understanding (NLU) to Improve Virtual Agent Success Rates
Taking advantage of Natural Language Understanding (NLU) lets Virtual Agent offer a more natural and engaging conversational experience. NLU enables Virtual Agent to understand what a user is saying and predict what they would like to do. Building an NLU Model to use within Virtual Agent is not as difficult as one would think; it’s a no/low-code experience.

Up-level the Agent Experience with AI-driven Workspace
The Agent Workspace Homepage can be customized to present relevant dashboard-like information to the agent, which is pretty neat. On top of that, Predictive Intelligence enables ServiceNow to automatically assign, categorize, and prioritize records based on a trained model that uses historical data. This will allow agents to save time and focus on the issue at hand.

Drive Mobile App Adoption and Usage Across the Enterprise
Mobile Analytics enables organizations to understand how their mobile apps are being used and where improvements can be made. Some neat highlights that were discussed include:

  • A dashboard look and feel that displays key metrics around usage, active users, and session duration to name a few.
  • Ability to dive deeper into the technical aspects such as; OS versions, devices used, and device resolutions.
  • A neat flow-like chart that displays where users are clicking and navigating to for each page of the mobile app.

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