Customer Service Management examples
Summarize
Summary of Customer Service Management examples
This content illustrates how Customer Service Management (CSM) leverages the Common Service Data Model (CSDM) to help organizations like the fictitious ACME technology company manage network monitoring services for their customers. It demonstrates how different personas interact with CSM data to provide efficient service delivery and customer support.
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Key Personas and Their Benefits
- Customer Service Agents: Can view customer-purchased products (Sold Product), installed service items (Install Base), associated service offerings, and the health status of installed items to support customers effectively.
- Network Operations Center (NOC) Engineers: Identify customers impacted by service issues, manage affected Install Base items linked to Configuration Items (CIs), create proactive cases from alerts, and communicate service issues to customer service teams.
- Service Owners: Monitor customers subscribed to specific service offerings to oversee service delivery and performance.
- Customers: Access details about their installed base items, view outages and service issues, see products they have purchased, and request related services.
Example Use Cases
- Services with Multiple Packages: Customers can select between different service tiers (e.g., Platinum, Gold, Silver) such as ACME’s Credit Check Service.
- Services with Optional Components: Customers can purchase service bundles or individual components, demonstrated by ACME’s Billing Service offering.
- Services with Physical Products: Customers can buy product bundles including hardware and related services, such as ACME’s Digital Printing Solution.
- Services Sold to Multiple Customers: ACME sells the same service (Pharmacy Manager Service) to multiple customers, supporting diverse client needs.
- Multi-Tenant Service Usage: ACME supports multiple customers on the same production instance, enabling efficient multi-tenant management.
- On-Premises Services: Services like ACME’s Order Management are tracked via ServiceNow AI Platform but used on-premises, accommodating different deployment models.
Practical Application for ServiceNow Customers
ServiceNow customers can use CSM and CSDM to map sold products, installed base items, and service offerings, enabling clear visibility across customer environments. This setup supports proactive incident management, accurate service health tracking, and tailored customer support. By understanding these examples, customers can better configure their CSM environment to meet diverse service delivery scenarios and improve customer satisfaction.
Key features include integration with Service Portfolio Management, proactive case creation from alerts, outage tracking, and comprehensive visibility via both Customer Service Portal and Agent Workspace. These capabilities enable efficient management of services, products, and related customer interactions.
In this example, the CSDM helps the fictitious ACME technology company use CSM to manage network monitoring services for customers.
Example scenario: Key personas and how they benefit
ACME offers a network monitoring service to its enterprise customers who can purchase either the Platinum, Gold, or Silver offering. A customer, Boxeo, has purchased the network monitoring Platinum offering (Sold Product) and is using it in development and production environments (Install Base Item).
The key personas (customer service agents, network operations center (NOC) engineers, service owners, and customers) can complete the following tasks:
- View the products and services that the customer has purchased (Sold Product) and installed (Install Base).
- View the service offering associated with the sold product. The sold product references the service offering.
- View the health status of Install Base Items
View the affected Install Base Items and add it to or remove it from an Account. The Install Base item references the application service (CI). The CI it depends on should be one of the CIs affected. The CI should also be referenced in the Alert to show that Install Base Item (and therefore the Account or Consumer) as affected.
- Create a proactive case from an alert and inform the customer service team of the service issue or outage.
Service owners can: View the customers that are subscribed to a service offering.
- View the install base items and details.
- View outages and service issues.
- View products they have purchased.
- Request services related to the products they’ve purchased.
Example CSM and CSDM use cases
- Service with multiple packages
ACME offers a Credit Check Service to its enterprise customers. They can purchase the Platinum, Gold, or Silver offering.
- Service with optional components
ACME offers a Billing Service to its enterprise customers. They can purchase the bundle or one or more of the component offerings (for example, invoices, payments, or discounts).
- Service with a physical product
ACME offers a Digital Printing Solution. Customers can purchase either the bundle or the printer along with one more service offering (for example, Scan and Email Monitoring).
- Service sold to multiple customers
ACME sells a Pharmacy Manager Service to two customers: Boxeo and Avid Inc.
- Service used by multiple customers
ACME deploys both Boxeo and Avid on the same production instance (multi-tenant model).
- Service used on-premises
ACME offers an Order Management service. This purchase is tracked in the ServiceNow AI Platform but is used on-premises.
Additional information
For more information about the relevant CSM features and tasks, see the following topics:
Configure form views for Service Portfolio Management integration
View product information from the Customer Service Portal
Create a proactive case from an alert
Create a case for install base from the Customer Service homepage
Proactive Customer Service Operations
Service health status for install base
Outage tracking for install base
View install base information from the Customer Service Portal
View install base information in Agent Workspace