Customer Service Problem Management release notes
Summarize
Summary of Customer Service Problem Management release notes
The ServiceNow® Customer Service Problem Management application assists customers in identifying and resolving service problems efficiently. The Australia release introduces enhancements that streamline processing of task requests, support dispute resolution, and improve case management through AI-powered insights and automation. This application is available via the ServiceNow Store and requires activation.
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Key Features
- Australia Patch 1:
- Processes task requests involving payment status, contextual case information, and Knowledge Base articles.
- Runs test groups mapped to tasks and automatically creates repair tasks for any failed tests, updating summaries without user intervention.
- Introduces a preliminary troubleshooter agentic workflow enhancing automated problem diagnosis and repair.
- Australia Early Availability:
- Alternative Dispute Resolution (ADR) management: Enables tracking and managing customer disputes, complaints, and investigations while enforcing SLA compliance.
- Generates clear resolution notes to document and close ADR cases efficiently.
- Provides sentiment analysis of linked case records via Now Assist for Telecommunications, Media and Technology (TMT) to support faster and informed dispute resolution.
- Summarizes linked case records comprehensively and generates deadlock letters to facilitate escalation to legal procedures if resolutions fail.
- UI Enhancements (Australia Patch 3): Adds a refresh button in the Repair stage of service problem cases to improve usability during case diagnosis and resolution.
Activation and Plugin Requirements
Customer Service Problem Management must be installed from the ServiceNow Store. The Alternative Dispute Resolution feature requires the Case Playbook for Complaints (sncomplaint) plugin. The ADR plugin captures detailed case information, manages investigations, tracks root cause analysis, and supports resolution workflows.
Related Functionality
The application integrates with ServiceNow’s customer service case types feature, enabling configuration of various case processes tailored to organizational needs. This ensures comprehensive handling of distinct customer issues within the platform.
The ServiceNow® Customer Service Problem Management application helps customer to identify and resolve service problems. Customer Service Problem Management was enhanced and updated in the Australia release.
Customer Service Problem Management highlights for the Australia release
- Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.
- Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs.
- Use Alternative Dispute Resolution (ADR) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely resolutions.
- Automatically generate clear resolution notes to help you efficiently document and close customer disputes in ADR cases.
- Gain insights into customer sentiment and easily identify the most relevant case records to support faster and informed dispute resolution.
- Get a comprehensive summary of all linked case records to quickly understand and act on customer disputes.
- Generate deadlock letters to support consumers moving to legal procedures when complaint resolutions are not accepted.
See Customer Service Problem Management for more information.
New in the Australia release
- Preliminary troubleshooter agentic workflow
- Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.
- Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection service test and repair agentic workflow
- Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. This workflow also updates the consolidated summary in work notes and runs autonomously in the background without any user interaction.
- Alternative dispute resolution management
- Use the ADR case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and generate deadlock letters for customer or partner communication.
- Generate resolution notes for ADR case
- Generates resolution notes for a customer dispute in the Alternative Dispute Resolution (ADR) case record.
- Analyze the sentiment of a service problem case using Now Assist for TMT
- Analyze customer sentiment on the case records that are linked with the customer dispute. This skill enables you to select the relevant linked records for ADR case record.
- Summarize the linked records using Now Assist for Telecommunications, Media and Technology (TMT)
- Generates a comprehensive summary the case records that are linked to the customer dispute in the ADR case record.
- Generate a deadlock letter using Now Assist for TMT
- Generates a deadlock letter details for a customer dispute in the ADR case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures.
UI changes
- Diagnose and resolve a service problem case
- A refresh button is added to the Repair stage in the service problem case.
Activation information
Install Customer Service Problem Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
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The following plugin is new in Australia:
Alternative Dispute Resolution (sn_telco_adr_mgmt): The Alternative Dispute Resolution captures the case details of the issue or problem faced by the customer and manages investigations and expected resolution. It tracks all actions required to identify the root cause of the ADR and resolve it.
Additional requirements
You must install Case Playbook for Complaints (sn_complaint) plugin to use the ADR case type.