Major issue management overview
Summarize
Summary of Major Issue Management Overview
Major issue management is designed to enhance customer communication for issues affecting a broad audience. It allows organizations to proactively identify impacted customers, provide relevant information, and manage the issue resolution process effectively.
Show less
Key Features
- Major Cases: Central to the process, major cases contain details about specific issues, with child cases created for each affected customer.
- Recipients List: A list of impacted customers can be created using the Targeted Communications application, which helps streamline case creation.
- Case Creation: Major cases can be established by customer service managers or by promoting existing cases as candidates.
- Automatic Synchronization: Properties allow for automatic updates from major cases to associated child cases, ensuring consistency in communication.
Key Outcomes
By utilizing major issue management, ServiceNow customers can:
- Efficiently manage communications with multiple affected customers through organized case management.
- Proactively create child cases for customers identified in the recipients list, enhancing customer service responsiveness.
- Ensure all related cases are updated simultaneously, streamlining the resolution process and improving customer satisfaction.
- Automatically close all child cases upon resolving the major case, simplifying case management.
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.
This feature enables you to efficiently manage the communication and resolution process for issues that impact multiple customers. With major issue management, you can identify impacted customers who have not yet reported an issue and proactively create cases for these customers.
Major issue management introduces the concept of a major case which contains the details about a particular issue. Child cases can easily be created for a major case, with one child case created for each customer affected by the issue. These child cases contain the customer-specific information.
Identify affected customers by creating a recipients list of accounts or consumers and attaching it to the major case. Create this list using the Targeted Communications application. Build a recipients list by identifying dynamic conditions, running a script, or importing customer information into a template. Once attached to a major case, use the recipients list to create a child case for each customer included in the list.
- A customer service manager can create a major case.
- A customer service manager or major issue manager can promote a major case candidate.
Major issue management also provides properties that enable automatic synchronization from a major case to the associated child cases. Use these properties to enable synchronization and to identify the synchronized fields.
Major Issue Management menu can be used in the ServiceNow AI Platform interface and in the Agent Workspace interface.
Identifying issues and creating major cases
- Create a major case candidate or flag an existing customer service case as a major case candidate.
- Review the major case candidate and either approve it as a major case or reject it.
- If approved, the candidate case becomes a child case of the major case.
- If rejected, the candidate case returns to a normal case.
- Associate other cases reported for the same issue as child cases of the major case.
- Identify other customers impacted by the issue by creating a recipients list and attaching it to the major case.
- Create child cases for the customers included in the recipients list.
- Manage the issue to resolution using the major case.
- Update the major case as needed, which automatically updates the child cases.
- Close the major case when the issue is resolved. Closing the major case automatically closes all the child cases.