Customer project manager tasks

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Customer Project Manager Tasks

    A Customer Project Manager plays a crucial role in managing projects for customer accounts within ServiceNow. This guide outlines the necessary roles and specific tasks they can perform to effectively manage projects, ensuring customer engagement and efficient project execution.

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    Key Features

    • Create Projects: Initiate a project for a customer account by navigating to Customer Service > Projects > Create New, entering project details, and saving.
    • Use Project Templates: Create projects using existing templates by selecting a template and filling out the necessary project information.
    • Manage Project Tasks: Create and manage project tasks by selecting a project and adding tasks through the Project Tasks related list.
    • Visibility Settings: Identify and set project tasks as visible to external customers and users through the relevant project settings.
    • Manage Account Contacts: Add contacts from the linked account to grant visibility into projects via the Customer Service Portal.
    • Case Management: View and manage cases related to projects, including adding comments and attachments, while maintaining read-only access to case details.
    • Change Requests and Issues: Create project change requests and issues related to cases as necessary.
    • Template Creation: Save customer projects as templates for future use, allowing for consistent project management practices.

    Key Outcomes

    By following these tasks, a Customer Project Manager can enhance project visibility for customers, streamline project management processes, and ensure effective communication and collaboration with both internal users and external stakeholders. This ultimately leads to improved customer satisfaction and project success.

    A customer project manager can perform specific tasks to manage projects for customer accounts.

    A customer project manager requires the following roles to perform the tasks described in the following table:
    • it_project_manager
    • sn_customerservice.projectmanager
    Table 1. Customer project manager tasks
    Task Details
    Create a project for a customer account
    1. Navigate to Customer Service > Projects > Create New.
    2. Enter a name for the project in the Project Name field.
    3. Select an account in the Account field.
    4. Fill in additional project information.
    5. Click Save.
    Create a project for a customer account from a project template
    1. Navigate to Customer Service > Projects > Create New.
    2. Click a template at the bottom of the form to apply the template to the project. If the templates do not appear at the bottom of the form, click the More options icon at the top of the form and select Toggle Template Bar.
    3. Enter a name for the project in the Project Name field.
    4. Select an account in the Account field.
    5. Fill in additional project information.
    6. Click Save.
    Create a project task for a customer project
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. In the Project Tasks related list, click New.
    4. Add a short description for the task.
    5. Fill in additional project task information.
    6. Click Save.
    Identify the project tasks on a project template that are visible to external customers
    1. Navigate to Customer Service > Projects > Templates.
    2. Select a template.
    3. In the Project Template Tasks related list, select a task.
    4. In the Data section of the Project Template Task form, add the Visible to customer field and set it to true.
    5. Click Update.
    6. Repeat for other project tasks as needed.
    Identify project tasks that are visible to external users
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. In the Project Tasks related list, select a task.
    4. Enable the Visible to customers field.
    5. Click Save.
    Identify the account contacts who have access to a project
    To give customers visibility into projects from the Customer Service Portal, you must add one or more contacts to the project.
    • Contacts must belong to the account linked with the project.
    • Partner contacts must have access to the account linked with the project.
    • Contacts who have a relationship with the account can also be added to the project.
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. In the Project Contacts related list, click New.
    4. Select a contact in the Contact field and click Submit.
    Assign project tasks to internal users, customer contacts, or customer partner contacts See Assign a project task .
    See the cases that have been created for a project or project task View cases in the Cases related list on the Customer Project form and Customer Project Task form. Click a case to view the case details.
    Note:
    The customer project manager has read-only access to the Case form.
    Add a comment or an attachment to a case that has been created for a project or project task
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. In the Cases related list, select a case.
    4. Add a comment in Additional comments field.
    5. Click the attachment icon, select a file, and attach it to the case.
    6. Click Update.
    Create project change requests and project issues for cases that have been created for a project or project task See the following tasks:
    Save a customer project as a template
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. Click the Save as New Template related link.
    4. In the Create Template popup window, enter a template name and description.
    5. Click OK.
    6. Update the template as needed and click Update.