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Solution Brief

Augmented Reality Visual
Support for ServiceNow®
Remote Support Challenge

Use Cases

Organizations today require new ways to improve their remote work andsupport capabilities while maintaining productivity, effectiveness, and safety.
Service delays can cause frustration for remote agents or field technicians
who face skills gaps, lack of necessary tools, or unforeseen situations while
trying to resolve issues in a timely manner. Service teams attempt to assess,diagnose, and resolve incidents remotely with limited situational analysis
or context. This often results in a poor customer experience, negatively
impacting resolution times, operating costs, uptime, resource productivity,and customer loyalty.
While enterprises have made significant strides in addressing thesechallenges, consumer apps are not effective for solving complicatedproblems. Furthermore, enterprises need solutions that can scale, facilitate
collaboration, and integrate seamlessly into their service workflows.

Field Services
Empower technicians withknowledge and support

Customer Service
Resolve customer issues rapidlyand efficiently

IT Service Management
Reduce downtime and increase
productivity

KnowledgeShare visually immerse content thatis easily discoverable

CareAR Solution
CareAR for ServiceNow is a state-of-the-art ServiceExperience Management (SXM) platform that transforms
support experiences using AR and AI. Seamlessly integrated
with the Now Platform® and workflows, CareAR offers teams
remote guided and self-guided capabilities with ServiceNow®
Customer Service Management, Field Service Management,
and IT Service Management, all part of a streamlined userexperience.
CareAR Instruct provides visual step-by-step instructions forusers to self-solve issues using AR and 3D content, supported
by AI-powered visual verification. With CareAR Instruct, users
can resolve complex repair procedures with confidence andefficiency, avoiding costly dispatches or product returns.
CareAR Assist is ideal for service management teams looking
to deliver visual assistance, guidance, and compliance to on-site customers, field workers, and employees. Remote agentsand experts can virtually see the situation and provide intuitive
visual guidance using augmented reality tools via desktop,
mobile, or smart glass devices. CareAR Assist boosts efficiency,
reduces costs, and provides unparalleled support to customers
and field workers.

CareAR is a certified ServiceNow strategic application
partner and available in the ServiceNow Store. CareAR
for ServiceNow is a unique and highly innovative solution
bringing together ServiceNow’s industry leadership ofservice management and digital workflow capabilities
seam-lessly integrated with CareAR’s enterprisegrade advanced AR platform and tools built for service
management teams.

© CareAR, A Xerox Company, 2023. All Rights Reserved.

CareAR for ServiceNow Solution Brief

Results

Benefits

CareAR for ServiceNow offers an augmented reality platform thatrevolutionizes the way organizations handle support cases. With CareAR, you
can address common support scenarios with immersive visual instructions that
help deflect calls into the support center and empower customers to self-solve.
When support is needed, remote guided assistance allows experts to quickly see
and solve the problem, reducing downtime and boosting customer satisfaction.
And if an onsite dispatch is necessary, field technicians can rely on CareAR’s
work instructions and easy access to remote assistance to get the job done right.

Faster Time to Resolution

CareAR for ServiceNow is a comprehensive solution that transforms yourservice experience and elevates performance across your entire service
organization.

Gain instant visual context - spend
valuable time solving the actual
problem versus assessing thesituation.

Higher First Time Fix Rates
Provide step by step guidance
using visual collaboration with AR
annotation and 3D objects for more
effective and accurate resolution.

Knowledge Transfer

How it Works

Reduce your skills gap and makeexperts accessible to more juniorfield resources, contractors or
customers.

SEESOLVE

SAVE

View the service
situation remotelyfrom any location

Visually guide andcollaborate for effective
problem resolution

Capture and sharecontent in systems
and with teams

Features

Reduce Service Costs
With visual collaboration, decrease
downtime of systems, eliminate needto send trucks, see what your agent,tech, or customer sees in real time.

Customer Experience•

Real-time HD video and audio
collaboration•

Self-Solve and digital work
instructions•

Enterprise grade AR toolset•

AI visual verification•

3D spatial mapping••

Photo capture

Search and discover existing
content•

Video recording•

No-code content creation•

Instant knowledge sharing

Technical Requirements
mobileiOS 12 or later (requires ARKit)
Android 11 or later (requires ARCore)

desktop

Windows and macOS (intel)

smart glasses

RealWear HMT-1, RealWear Navigator 500, Lenovo
ThinkReality A3network

500 kbps and higher

data encryption AES 256-bit

Web: https://carear.com
Email: info@carear.com© 2023 CareAR, Inc. All rights reserved. CareAR is a trademark ofCareAR, Inc. in the United States and/or other countries.

Elevate your customer’s experienceand NPS through unmatched quality,
service, and capabilities with thehighest human interactions.

Visually Resolve
Issues Remotely
Using Enterprise
Augmented RealitySchedule A Demo