Customer Service Management for Orders

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Customer Service Management for Orders

    The Customer Service Management for Orders feature enhances the Customer Service Management application by supporting orders and order line items. However, it is important to note that this feature has been deprecated since the Utah release and is no longer supported or available for activation. Customers are encouraged to transition to the Sales and Order Management application.

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    Key Features

    • Self-service portal functionality allowing customers to view orders, create cases, and contact customer service agents.
    • Plugins required for activation include the Customer Service Management for Orders plugin and the Customer Service plugin.
    • Modules added to the Customer Service menu include:
      • Orders: Displays a list of customer orders.
      • Order Line Items: Displays individual items within each order.
    • Custom case creation forms for both customers and service agents based on selected case types.

    Key Outcomes

    By utilizing Customer Service Management for Orders, customers can efficiently manage their order-related inquiries and issues through a streamlined interface. Service agents are equipped to respond to these requests effectively, creating a better overall customer service experience. Transitioning to the new Order Management application will provide enhanced capabilities moving forward.

    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 and Order 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.