Configure Outsourced Customer Service

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 7 minutes to read

    • Configure various components of Outsourced Customer Service based on the specific requirements of your organization.

    Set up Outsourced Customer Service

    Configure various aspects of Outsourced Customer Service based on the specific requirements of your organization.

    Before you begin

    Role required: admin

    About this task

    There is a sequence of tasks that enable you to configure Outsourced Customer Service. You can perform these tasks based on the plugin you activated. Certain setup tasks apply only if you activated the Outsourced Customer Service plugin and this is noted at the top of each task.

    To configure Outsourced Customer Service, use the Customer Service guided setup. The guided setup takes you through the entire setup and configuration process.

    Procedure

    1. Navigate to All > Customer Service > Outsourced Customer Service > Guided Setup.
      The Outsourced Customer Service Guided Setup page is displayed.
    2. On the Onboarding Outsourced Service Provider (OSP) window, click Get Started.
    3. View the list of tasks to configure the feature.
      Table 1. Onboarding Outsourced Service Provider configuration tasks
      Task Description
      Setup Outsourced Service Provider Creates an OSP by specifying the internal manager and setting up transfer group.
      Setup Outsourcing Criteria Defines outsourcing criteria based on account, consumer, asset, and sold product. OSP agents can view all the cases matching the outsourcing criteria. For example, consumer based criteria can be defined for all Spanish speaking consumers and all consumers based out of Australia.
      Onboard Manager Onboard OSP manager for managing cases and agents. Once onboarding is complete, a password reset email is sent to the manager's email id.
      Setup Assignment Groups Creates a group and associates it to an OSP manager. OSP manager assigns cases to the agents assigned to the group.
      Onboard Agent Onboard agents for an OSP for fulfilling cases. Once onboarding is complete, a password reset email is sent to the agents email id.
    4. Go back to the Outsourced Customer Service Guided Setup page.
    5. On the Case Routing and Assignment window, click Get Started.
    6. View the list of tasks to configure the feature.
      Table 2. Case Routing and Assignment configuration tasks
      Task Description
      Create Matching Rules Rules to identify customer service cases that meet certain conditions.
      Create Assignment Rules Cases that meet certain conditions based on the rules created are routed to customer service agents.
    7. To perform a task, click Configure.

      This button opens the page in your instance where the configuration is completed.

    Define outsourcing criteria

    OSP managers and agents view cases based on the defined outsourced criteria. Defining outsourcing criteria can be based on account, asset, consumer, or sold product. For example, consumer based criteria could be defined for all Spanish speaking consumers and all consumers based out of Australia.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Customer Service > Outsourced Service Providers.
    2. Click the OSP name.
    3. Click Outsourcing Criteria related list.
    4. Click New.
    5. Fill in the fields on the new record form, as appropriate.
      OptionDescription
      Description Description for the outsourcing criteria.
      Table The table that stores the task for which the outsourcing criteria is created. Select either Account, Asset, Consumer, or Sold Product tables.
      Condition The conditions in which the outsourcing criteria will apply.

      Use the buttons in this field to build one or more conditions on the selected table. A condition is made up of a selected field, an operator, and a value. Add conditions using the AND and OR buttons. Delete conditions by clicking the X to the right of a condition.
    6. Click Submit.
      OSP managers and agents can now view assigned cases which meet the condition under All Cases, Unassigned Cases, My Cases, and Open Cases. For example, if an OSP organization has been created with outsourcing criteria with consumer table selected, an agent belonging to this OSP can view cases created by a consumer.

    What to do next

    Create groups and set assignment rules for the OSPs.

    Create groups and assignment rules

    An administrator creates groups and associates it to an OSP. This group is the default group to which the case is assigned to when an OSP agent transfers the unresolved case back to an enterprise.

    Before you begin

    Role required: admin

    Procedure

    1. Select an OSP you have created.
    2. Go to Groups related list.
    3. Click New.
    4. Fill in the fields on the Outsourced Service Provider form, as appropriate.
      OptionDescription
      Name The OSP group name.
      Group email Group email distribution list or the email address of the group's point of contact, such as the group manager.
      Manager The OSP manager's name.
      Type Category for this group. For example, a group designated as type catalog is a service catalog group and can also be accessed under the Service Catalog > Catalog Policy > Fulfillment Groups module.
      Description Helpful information about the group.
    5. Click Submit.
    6. Click Group Staff related list to view the list of members for the selected group.
    7. Click Assignment Rules related list to define assignment rules.
    8. Click Submit.

    Onboard Outsourced Service Provider staff

    An administrator creates OSPs after which OSP managers and agents must be onboarded to manage and fulfill cases. As an administrator you can onboard both the OSP managers and agents.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Customer Service > Outsourced Service Providers.
    2. Click on an existing OSP.
    3. Click Onboard Staff related link.
    4. Fill in the fields on the Outsourced Service Provider form, as appropriate.
      OptionDescription
      First Name The first name of the OSP manager or agent.
      Last Name The last name of the OSP manager or agent.
      User ID A unique ID for the OSP manager or agent.
      Email The OSP manager or agent's email address.
      Mobile Phone The OSP manager or agent's mobile phone number.
      Business Phone The OSP manager or agent's business phone number.
      Assignment Group Select the group which was created while creating an OSP.
      Note:
      The Outsourced Service Provider field is pre-filled with the OSP name you have selected.
    5. Click Submit.
      The onboarded staff records are visible under the Service Organization Staff related list.
      Note:
      Once onboarding is complete, a password reset email is sent to the manager's or agent's email address.

    Create Outsourced Service Provider

    An enterprise creates Outsourced Service Providers to provide customer service to external customers.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Customer Service > Administration > Outsourced Service Providers.
    2. Click New.
    3. Fill in the fields on the Outsourced Service Provider form, as appropriate.
      OptionDescription
      Name The OSP's name.
      Service Provider Type Customer or Field service provider.
      Manager The OSP's manager name.
      Website The OSP's URL.
      Notes Any note regarding the OSP.
      Contact Enter Phone orFax phone number.
      Address The OSP's postal address.
      Case Transfer Search and select the Case transfer group which is the default group to which the case is assigned when an OSP agent transfers the case.
    4. Click Submit.

    What to do next

    Define outsourcing criteria so that cases matching the criteria are visible to the OSP managers and agents.

    Configure the Performance Analytics components for the Outsourced Customer Service dashboard

    Run diagnostics, review and customize components, and start collecting data.

    Before you begin

    A ServiceNow AI Platform administrator must have installed the content pack plugins or ServiceNow Store application for this Platform Analytics Solution.

    Role required: pa_admin

    Procedure

    1. Run all diagnostics on all records, as described in Performance Analytics diagnostics.
      These diagnostics can catch many mismatches between the configuration of your Platform Analytics Solutions and your tables.
    2. Navigate to Performance Analytics > Administration Console.
    3. Click the Dashboards link in the Explore and Manage tile.
    4. Verify the names of the dashboards that have been installed with this Platform Analytics Solution
    5. Open the Indicator Sources tab.
    6. For each dashboard included in this Platform Analytics Solution:
      1. Filter the indicator sources on the dashboard name.
        This screenshot shows the indicator sources filtered on the Outsourced Service Provider dashboard from the Self-Service Analytics for CSM Platform Analytics Solution.The Indicator source for Outsourced Service Provider dashboard.
      2. Review the facts table, conditions, and frequency of the indicator sources compared to the data structure on your own instance.
      3. If necessary, open an indicator source and make corrections.
      4. If you are editing an indicator source record, go to the Indicators related list and review the Conditions field for each indicator.
        Changing the indicator source can also affect the additional conditions on the individual indicators.
    7. If you changed the time field stamps in any indicator sources, also change any related Performance Analytics scripts.
      For more information, see Update Performance Analytics scripts.
    8. Open the Breakdown Sources tab.
    9. For each dashboard included in this Platform Analytics Solution:
      1. Filter the breakdown sources on the dashboard name.
      2. Review the conditions on the breakdown source as described in Review the breakdown sources.
    10. Navigate to Performance Analytics > Jobs.
    11. Set up and run the historical job for this Platform Analytics Solution, <name of historical job>.
      Follow the procedure in Run historical data collection for an Platform Analytics Solution
    12. Edit and activate the scheduled data collection job for this Platform Analytics Solution, <name of scheduled job>
      Follow the procedure in Schedule data collection for an Platform Analytics Solution.