Product Service select version of the case type selector
Summarize
Summary of Product Service select version of the case type selector
The Product Service select version of the case type selector enhances case creation by enabling agents to select the appropriate case type based on the product or service related to the customer. It supports both products and services, making it easier for agents to find and select relevant services for a product during case creation. This version is designed to streamline the agent’s workflow by providing context-driven options, whether creating cases from lists or various record types.
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Key Features
- Product and Service Selection: Agents can select a product from those owned by the account or consumer and view services related to that product, including sold products and install base items.
- Service Categories: Services are grouped into categories to facilitate easier browsing. Agents can filter services by category or view all available services.
- Search and Browse Services: Agents can search for services using keywords and browse results displayed in a card format, showing service name, description, and an image or icon if configured.
- Context-Driven Fields: The case type selector adapts based on the agent’s action and the record from which the case is created, showing relevant products and services accordingly.
- Pagination and Limits: Up to 24 services are displayed per page, with a maximum of 200 services shown. Agents are prompted to refine searches if limits are exceeded.
- Product Filter Configuration: Administrators can configure whether to show or hide the product filter in the case type selector to simplify the interface based on organizational needs.
Creating Cases with the Product Service select Version
Agents can create cases from multiple starting points such as case lists or records (e.g., Interaction, Account, Contact, Consumer, Sold Product, Install Base Item, or Child Case). When creating a case:
- The system shows the case type selector with fields tailored to the context of the creation action.
- For records linked to owned products, the "Only show services related to owned products" checkbox filters services to post-sales offerings relevant to the selected product.
- If creating a case from records like Sold Product or Install Base Item, the product field auto-populates based on the related product model.
- If the install base is not activated, agents see all service types (pre-sales, post-sales, general) and can select case types directly.
- From generic case lists without customer context, all services are shown without product filtering.
Practical Benefits for ServiceNow Customers
- Improved Accuracy: Ensures cases are accurately linked to the correct product and service type, improving case routing and resolution.
- Enhanced Agent Efficiency: Simplifies service discovery through categorized browsing, keyword search, and context-sensitive filters, reducing time spent searching for the right case type.
- Flexibility in Configuration: Administrators can tailor the selector’s display and filtering behavior to align with business processes and user preferences.
- Better Customer Context: By leveraging product ownership data, agents can quickly identify relevant post-sale or pre-sale services, enhancing customer service quality.
With the Product Service select version of the case type selector, agents can create cases of the correct type based on the selected product or service.
- Select a product from a list of products owned by the account or consumer and see the available services for that product. This list includes sold products and install base items.
- Select a category of services and see the available services within that category.
- Search for a service by entering keywords in the search box.
- Browse the available services using scroll bars and pagination.
- Select a service and create a case based on the service or case type.
Creating cases using the Product Service select version
The system displays the case type selector when an agent creates a case from a list or a record. The fields that are available in the Product Service select version of the case type selector are context-driven based on how an agent creates a case.
| Agent action | Description |
|---|---|
| Select New | Select this action from case lists and case type lists such as My Cases or My Complaint Cases. |
| Select Create Case | Select this action from the following records:
|
Creating cases from a record
When creating a case from a record, the Product Service select version of the case type selector includes the following sections and fields:
| Field | Description |
|---|---|
| Product filter | Use the fields in this section to select a product |
| Only show services related to owned products | This check box controls the display of the Owned product field and determines the services included in the Services section.
|
| Owned product | Use the Owned product field to select a product. This field uses typeahead search. Place the cursor in the field and start typing to display a list of products. Selecting a product filters the available services in the Services section. For sold products and install base items, the first line of an entry in the Product drop-down list displays the name of the product from the Product Model record. The second line displays the name of the sold product or install base item associated with the product model. |
| Service category | Select a category to see the available services within that category or select All categories to see all available services. |
| Services | Select a service in the Services section.
|
Agents can select Create Case from the following records, which provide context about their owned products and services.
| Record | Description |
|---|---|
| Interaction | Applicable services are based on products owned by the contact or consumer. |
| Account | Applicable services are based on products owned by the account. |
| Contact | Applicable services are based on products owned by the contact and products that the contact has access to based on related party access. |
| Consumer | Applicable services are based on products owned by the consumer. |
| Sold Product | The Owned product field is auto-filled with the product model from the Sold Product record. |
| Install Base Item | The Owned product field is auto-filled with the product model if the install base item is mapped to the product model. If there's no product model associated with the install base item, the Owed product field lists the products for the account and contact. |
| Case | |
| Child Case |
Creating cases from a list
Agents can select New from a case list or case type. Because there's no customer context, the services listed include all available services (pre-sale, post-sale, and general).
Service categories
The administrator can group services into categories so that it's easier for agents to find the services the need. Categories are displayed in the Service categories section. Agents can select a specific category to see the available services within that group or All categories to see all available services.
Service cards
- Name
- Description
- Image
When an administrator creates a service definition, they can provide a name for the service. They can also provide a description of the service and add an image to represent the service. For more information, see Create a service definition.
Browsing services in the case type selector
Agents can browse the available services for a selected category or for all categories. These services are displayed in a card view.
The Product Service select version of the case type selector can display multiple pages of services. It can display 24 services at a time and a total of 200 services.
- Use the scroll bars to view all the displayed services.
- Select Show more to see the next set of services (up to a maximum of 200) if more than 24 services are available.
- Filter the displayed services by selecting a category.
- View a count of the available services after applying a filter.
When the agent reaches the limit of 200 services, the system directs the agent to refine the results.
Searching for a service
- A list of recent searches appears below the search box
- Search results include the services with names or descriptions that contain the keywords.
- Results are displayed in a card view.
Creating a case for a service
Agents can create cases from lists and from records.
Agents can create cases by selecting a service from the Product Service select version of the case type selector and then selecting Create Case.
- Interaction
- Account
- Contact
- Consumer
- Sold Product
- Install Base
- Case
- Child Case
- When selected, the agent can see Post-sales services.
- When cleared, the agent can see Pre-sales, Post-sales, and General services.
If the agent is on a Sold Product or Install Base record, the Owned product field is auto-populated.
- The Product Service Select version displays the Service and Case type fields.
- The Service field lists all services, including pre-sales and post-sales.
- Agents can select Create Case from an interaction, account, contact, or consumer record and select a case type in the Case type field.
Case type selector configuration
The Product Service select version of the case type selector includes a product filter. If you have the administrator role, you can configure the case type selector to hide this filter.
By default, this configuration setting is false. The case type selector displays the product filter, the Only show services related to owned products check box is empty, and the case type selector shows all available service definitions.
- In the application navigator, sys_declarative_action_payload_definition.list and press Enter.
- In the Key column, select CREATE_CASE_TYPE.
- In the Payload field, locate the hideProductFilter setting.
- Change the value of the setting from false to true and select Update.
When this configuration setting is true, the case type selector doesn't display the product filter. The case type selector shows all available service definitions.