Reviewing customer or partner accounts in Order Management for Telecommunications, Media, and Technology
Learn how your order entry and fulfillment agents, managers, and fulfillers can use the 360 View in the Order Management for Telecommunications, Media, and Technology application to get a better perspective about the activity that is associated with a customer's or partner's account.
Overview
As an order agent, manager, or fulfiller, you can use your customer's or partner's account Information to gain a clear understanding of the contact, order, customer service, product inventory, and installed base item activity
for an account. With this information, you can track the following types of information:
- How many service contracts have been created or renewed for the account.
- How many customer and service orders have been submitted by the customer, and what are their current states of fulfillment.
- How many active requests or customer service cases the account has, and what are their current states.
- What products and equipment the customer has ordered or has installed at their sites. By using this information, your order agents can gain insights into what additional products or services they can sell to the customer.
Note:
Most of the customer accounts in Order Management for Telecommunications, Media, and Technology are existing accounts that have been imported into the ServiceNow AI Platform from external order management systems via APIs. To learn how to create new customer accounts, see Configure accounts and contacts in Customer Service Management (CSM).