Administer Customer Service Management

  • Release version: Washingtondc
  • Updated March 4, 2024
  • 2 minutes to read
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    Summary of Administer Customer Service Management

    The Customer Service Management (CSM) application in ServiceNow provides various features and tools to streamline administration and improve customer interactions. This includes capabilities for managing cases, facilitating communication, and ensuring data integrity through domain separation.

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    Key Features

    • Anonymous Chat: Allows consumers to interact with agents without needing to log in.
    • Flow Designer Actions: Utilizes building blocks to create CSM business processes efficiently.
    • Domain Separation: Segregates data and processes into domains, controlling user access and visibility.
    • Extension Points: Enables the integration of custom scripts within the CSM application.
    • Knowledge Product Entitlements: Designates which knowledge bases and articles are accessible to customers.
    • Quick Start Tests: Validates CSM functionality after configuration changes or upgrades.
    • Case Routing and Assignment: Uses rules to route cases to appropriate agents based on predefined conditions.
    • Assignment Workbench: Provides a view for managers to assess agent skills and availability for task assignments.
    • Special Handling Notes: Allows creation of notes to flag important information for specific records.
    • Case and Account Escalation: Highlights critical cases or accounts to ensure prompt attention.
    • Case Action Status: Displays case statuses to help agents prioritize their workload effectively.
    • Major Issue Management: Facilitates communication and management for widespread customer issues.
    • Automatic Case Closure: Enables the automatic closure of unresolved cases after customer inactivity.
    • Post-Sales Support Administration: Manages service contracts, contract lines, and entitlements efficiently.

    Key Outcomes

    By utilizing these features, ServiceNow customers can enhance their customer service efficiency, ensure effective case management, and improve overall customer satisfaction. The administration tools provided within CSM facilitate better resource allocation, issue resolution, and communication, ultimately leading to a more streamlined service operation.

    Use a number of features and tools to administer the Customer Service Management application.

    Table 1. Features and applications for administering Customer Service Management
    Feature or application Description
    Anonymous chat With anonymous chat, consumers can chat with a consumer service agent without logging in to the Consumer Service Portal.
    Customer Service Management Flow Designer actions Use Flow Designer actions as building blocks to create Customer Service Management business processes.
    Domain separation and Customer Service Management Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
    Extension points in Customer Service Management Use extension points to call custom scripts in the Customer Service Management application.
    Knowledge product entitlements The Knowledge Product Entitlements application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal.
    Limit knowledge base access to internal users Limit access to the information in a knowledge base to internal users.
    Quick start tests for Customer Service Management Use quick start tests to validate CSM functionality after making any configuration changes, such as applying an upgrade or developing an application.
    Routing and assigning customer service cases The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents.
    Assignment workbench Customer service managers can use the assignment workbench to view a list of agents,evaluate skills and availability, and assign tasks efficiently and intelligently.
    Special handling notes overview Use the Special Handling Notes application to create notes that bring important information about individual records to the user's attention.
    Case and account escalation Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.
    Case action status overview Use the case action status feature to indicate the status of cases in the Case list. Agents can easily identify cases that need attention and quickly prioritize their work.
    Major issue management overview Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.
    Automatically close customer service cases Automatically close cases in the Resolved state if customers do not take any action.
    Administer Customer Contracts and Entitlements Customer service managers can perform tasks to maintain service contracts, contract lines, and entitlements.