Customer Service Management for Orders

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Customer Service Management for Orders

    Customer Service Management for Orders enhances the Customer Service Management (CSM) application by adding support for managing orders and order line items. It enables customers and consumers to view orders, create and view cases related to orders, and contact customer service agents via a self-service portal. Customer service agents can respond to these requests and create corresponding cases.

    Show full answer Show less

    Important: This feature has been deprecated starting with the Utah release. It is no longer supported or available for activation. The Sales Customer Relationship Management application replaces it. For customers transitioning, migration tools and guidance are available to move to the new Order Management system integrated with CSM.

    Key Features

    • Self-Service Portal Capabilities: Customers and consumers can view their orders, create cases related to products or orders, and report issues to customer service agents.
    • Case Creation: Cases can be created from both the Customer/Consumer portals and the CSM application. Case forms dynamically adjust fields based on the case type selected (Product or Order).
    • CSM Plugin Activation: Support for orders requires activating the Customer Service Management for Orders plugin, which depends on the core Customer Service plugin. This adds modules for managing Orders and Order Line Items within the CSM interface.

    Data Structure

    The feature installs several tables to manage order-related data within CSM:

    • Orders [csmorder]: Stores orders linked to accounts, contacts, or consumers.
    • Order Line Items [csmorderlineitem]: Stores individual items within each order.
    • Order Cases [csmordercase]: Contains cases related to orders.
    • Order Case Line [csmordercaseline]: Contains cases related to specific order line items.

    Practical Considerations for ServiceNow Customers

    • Since the feature is deprecated, customers should plan to migrate to the new Order Management application integrated with CSM for ongoing support and enhancements.
    • Existing implementations using Customer Service Management for Orders should review migration scripts and community resources for transitioning data and workflows.
    • Understanding the modular structure of orders and cases helps in customizing or extending customer service processes related to order management.

    The Customer Service Management for Orders feature adds support for orders and order line items to the Customer Service Management application.

    Note:
    Starting with the Utah release, the Customer Service Management for Orders feature has been deprecated. It is no longer supported, enhanced, nor available for activation. For details, see the  Deprecation Process [KB0867184] article in the Now Support knowledge base.

    The Sales Customer Relationship Management application replaces the Customer Service Management for Orders feature. For information on moving to Order Management for Customer Service Management, see the Fix Script to Support Script-Based Data Migration to New Order Management Application article in ServiceNow Community.

    Customer Service Management for Orders enables customers and consumers to do the following through a self-service portal:
    • View orders
    • View and create cases for orders
    • Contact a customer service agent to report an issue

    Customer service agents can respond to customer and consumer requests and create cases for orders.

    Plugins

    To add support for orders to the Customer Service Management application, activate the Customer Service Management for Orders plugin (com.snc.csm.order). This plugin requires the Customer Service plugin (com.sn_customerservice).

    This plugin adds the following modules to the Customer Service menu:
    • Orders: displays a list of customer orders. Click an order to display the Order form.
    • Order Line Items: displays a list of the individual items within each order in the Orders list. Click an item to display the Order Line Item form.

    Creating a case for an order

    When creating a case from the Customer or Consumer Service Portals, the end user can select the type of case to create. Based on the selection, the Create Case form includes fields specific to the selected case type.
    • Create Product Case: includes the Asset and Product fields.
    • Create Order Case: includes the Order field.
    When creating a case from the Customer Service Management application, the customer service agent can select the type of case to create:
    • Product: opens a new Case form for a product that includes the Product and Asset fields.
    • Order: opens a new Case form for an order that includes the Order field.

    Tables installed with Customer Service Management for Orders

    Customer Service Management for Orders adds the following tables.

    Table 1. Tables installed with Customer Service Management for Orders
    Table Description
    Orders

    [csm_order]

    		 Stores the orders associated with an account and contact or with a consumer.
    Order Line Items

    [csm_order_line_item]

    		 Stores the individual line items within orders.
    Order Cases

    [csm_order_case]

    		 Stores information about customer service cases related to orders.
    Order Case Line

    [csm_order_case_line]

    		 Stores information about customer services cases related to orders and order line items.