Customer Service Management (CSM)

 

Resolve complex issues end-to-end. Proactively fix problems and drive action to solve common requests more quickly and efficiently.

1. Plugins:

You can activate the Customer Service plugin (com.sn_customerservice) if you have the admin role. 

2. Who Use ServiceNow CSM?

3. CSM Terminology

• Accounts: An account is a supported external customer and the Account form stores the customer’s information, including the company name, contact names, addresses, phone numbers, and web and email addresses. An account can be a customer account, a partner account, or both.

Account code: com.snc.cs_base.last.generated.code.tree.path

• Contacts (B2B): A contact is a user who is an employee of an account. A contact record stores information about a contact, such as the name, phone number, email and web address. An account can have multiple contacts but a contact can be associated with only one account. A contact can have one or more associated assets and service contracts. A contact can also have a user ID and can log in to the customer portal.

Note: A contact is a user in the system. If you create a contact, that person is also added to the User table (sys_user).

• Partner: A partner is a supported external customer that sells to and supports other customers. A partner can report and manage cases on behalf of customers. A partner can also be a customer.

• Consumers (B2C): A consumer is a customer in the business-to-consumer (B2C) business model.
• Product Models: A product is a type of good or service that your company sells and supports. Product models identify different types of products, such as service, hardware, software, or consumables.
• Sold Products: Sold products are products and components that have been sold to an account or a consumer. 
•  Product model and catalog items relationships: Enable self-service for customers to request services on products by creating relationships between product models and catalog items.
• Install Base Items: Install base items represent the instances that have been configured for a customer. Each install base item references the configuration item record for the customer.
• Assets: An asset is a specific product or instance that is supported for a customer. There are different types of assets and Information for each type of asset is stored in a different table.
• Contracts: A service contract contains information about the type of support that is provided to a customer and can include coverage for specific assets. It can also include multiple service entitlements and SLAs.
• Entitlements: An entitlement defines the type of support that a customer receives as well as the supported communication channels. Entitlements are counted and tracked using two types of units: cases and hours.

4. Technical Considerations

5. Relationship among CSM tables

6. Case Management Overview

A. Case Data Model

B. State Flow

C. Omni Channel

7. Configure Chat/Virtual Agent

Ensure Below plugins are activated

Steps to Configure Virtual Agent

8. Agent Workspace

You can refer Agent workspace videos from Agent Workspace Playlist

9. Roles Management

The Customer Service Management application uses roles to identify internal and external users, establish different types of relationships between users, provide access to information, and maintain data security.

Customer Service Management includes both internal and external user roles.

• Internal roles are assigned to users within your organization. These roles are for agents and managers using the Customer Service Management application to support customers.
• External roles are assigned to users outside your organization. These roles are for customers, customer partners, and consumers using the self-service portals.

Roles In Details
Role Name	Description	Contains roles
Agent (sn_customerservice_agent)	Customer service agent who assists customers and partners with questions, issues, and problems. This user creates cases, views and edits cases, and works with customers and subject matter experts to resolve cases. An agent typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.	knowledgechat_adminsn_customerservice.deescalation_requestertimecard_usertemplate_editorsn_esm_agentsn_shn.editordomain_expand_scope Note: The sn_esm_agent role contains the cmdb_read role.
Agent manager (sn_customerservice_manager)	Customer service agent with the additional responsibility for managing agents or agent groups and overriding agent actions.	sn_customerservice_agenttimecard_managertimecard_approverskill_adminsn_app_cs_social_social_profile_usersayapproval_adminsn_customerservice.consumer_agentassetsn_shn.adminsn_publications.approvercontract_manager
Customer (sn_customerservice.customer)	Customer role for researching questions, issues, or problems. Customers can create cases and view and edit existing cases for themselves. They can also view a list of assets belonging to their accounts.	sn_esm_usersnc_external
Customer case manager (sn_customerservice.customer_case_manager)	Customer role for managing the cases in an account and any related child accounts. The customer case manager role includes the privileges of the customer role and adds the following privileges: Create a case on behalf of another contact in the account.View a list of cases belonging to the account.Edit cases belonging to the account.	sn_customerservice.customer     Note: The customer case manager role is not automatically added to the sn_customerservice.contact_role_assignment system property. To expose this role to customer and partner administrators, navigate to Customer Service > Administration > Properties and add it to this property.
Customer administrator (sn_customerservice.customer_admin)	Administrator role for a customer account. This user has access to all of the data within the account.	sn_customerservice.customersn_esm_user_admin
Partner (sn_customerservice.partner)	Partner who is serving customer accounts. A partner can create a case for their own account or on behalf of a customer account. A partner can view and edit all of the cases that they have created: For their own account.On behalf of customer accounts that they are related to.	sn_customerservice.customersn_esm_partner
Partner administrator (sn_customerservice.partner_admin)	Administrator role for a partner account. The partner administrator can do the following: Access the data within the partner account.Access the data created by the contacts in his or her company in the customer account.Manage users for the partner account and for customer accounts.View all of the cases created by a partner.	sn_customerservice.partnersn_customerservice.customer_adminsn_esm_partner_admin
Consumer (sn_customerservice.consumer) Same as Customer implementation

10. Foundation/Master Data Configuration

Foundation data includes all of the data that you need to configure in order to support your customers. This includes information about:

• Customers (external users)
  • Customer relationships
  • Users (internal users such as agents and employees)
  • Customer and user roles
  • Products and assets
  • Service contracts and entitlements

You can import and configure most of this foundation data using the Customer Service Management guided setup. This feature takes you through the entire setup and configuration process.

To create new data, such as adding new accounts and contacts, you can use the Customer Service Management application.

12. Live Implementation with real world scenario:

Requirement: We (ServiceNow Helpdesk) are a product based company and selling various product to our customer/end user (Consumer). Post selling we want to give support so that they can use our product happily.

Download Requirement Gathering Sheet : https://drive.google.com/file/d/1HUzVBeyg9XJNNJsk01bd5-mKzgkO1ip_/view?usp=sharing

 

List of Product:

1. Fixed Asset Management System (Software)
2. Payroll Management System (Software)
3. Samsung Note 20

Our Customers:

1. Autovity InfoTech
   1. Fixed Asset Management System (Software)
2. HCS Technology
   1. Payroll Management System (Software)

Implementation:

1. Create one Agent group (ServiceNow Helpdesk Agents)
2. Associate agents (Agent1, Agent2, Agent3, Agent4, Agent5) to group.
3. Create your Products
4. Create Accounts/Partners
5. Create Contacts for accounts
6. Create Contracts and associate with Account.
7. Create Entitlement and associate with accounts.
8.  Login with contact
9. Create case for your account.
10. Agent will resolve the case.

13. Assignment Workbench and Advanced work assignment

coming soon

14. Case And Account Escalation

coming soon

15. CSM Integration With Service Management

coming soon