Customer service agent tasks

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Customer Service Agent Tasks

    Customer service agents play a crucial role in managing customer projects and tasks within ServiceNow. They have the ability to view project details and create cases related to those projects, provided they hold the necessary roles:sncustomerserviceagentandsncustomerservice.projectstakeholder.

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    Key Features

    • View Customer Projects: Agents can access a comprehensive list of customer projects by navigating to Customer Service > Projects > All. Project details are available in a read-only format.
    • Account-Specific Project Access: Agents can view projects linked to a specific customer account from the account record, allowing them to click through to detailed project information.
    • Contact-Based Project Access: Agents can view projects associated with a contact by selecting the contact under Customer Service > Customer > Contacts and utilizing the Projects related list.
    • Create Cases for Projects: Agents can create cases for customer projects by selecting the relevant project in the Case form. If an account is selected, they can choose from associated projects.
    • Create Cases for Project Tasks: Similar to projects, agents can create cases for specific project tasks. They select the task in the Project Task field of the Case form, ensuring that the Project and Account fields are automatically populated.

    Key Outcomes

    By leveraging these functionalities, customer service agents can efficiently manage customer projects and tasks, ensuring that they can address customer needs promptly. Cases created for projects and project tasks are automatically linked to their respective records, facilitating streamlined communication and resolution. This enhances overall customer satisfaction and project management effectiveness within ServiceNow.

    A customer service agent can view customer projects and create cases for customer projects and tasks.

    An agent must have the following roles to perform the tasks described in the following table:
    • sn_customerservice_agent
    • sn_customerservice.projectstakeholder
    Table 1. Customer service agent tasks
    Task Details
    View customer projects Customer service agents can view a list of customer projects by navigating to Customer Service > Projects > All. Click a project in this list to view project details on the Customer Project form, including project tasks, project contacts, and sub projects.
    Note:
    Agents have read-only access to project details.
    View the projects and project tasks created for an account Customer service agents can see projects that are linked to customer accounts. From a customer account record, agents can see the projects for that account in the Projects related list.

    Click a project in this list to view project details on the Customer Project form, including project tasks, project contacts, and sub projects.

    Note:
    Agents have read-only access to project details.
    See the projects and project tasks associated with a contact Customer service agents can see the projects and project tasks that are associated with a contact. Navigate to Customer Service > Customer > Contacts and select a contact.
    • Click the Projects related list to see projects.
    • Click the Project Tasks related list to see tasks.
    Note:
    If necessary, configure the Contact form to add these related lists.
    Create a case for a project Customer service agents and agent managers can create cases for customer projects.
    When creating a case, the agent selects a project in the Project field on the Case form.
    • If an account has been selected in the Account field, the agent can select from the projects that are associated with that account.
    • If the Account field is empty, the agent can select from all projects that have been created for an account. Upon selection, the Account field is populated with the associated account.

    When created from a project, these fields are automatically set on the Case form.

    Cases created for a project appear in the Cases related list on the Customer Project form.
    Create a case for a project task Customer service agents and agent managers can create cases for customer project tasks.
    When creating a case, the agent selects a task in the Project Task field on the Case form.
    • If a project has been selected in the Project field, the agent can select from the project tasks that have been created for that project.
    • If the Project field is empty, the agent can select from the project tasks for all projects that have been created for an account. Upon selection, the Project and Account fields are populated with the associated project and account.

    When created from a project task, these fields are automatically set on the Case form.

    Cases created for a project task appear in the Cases related list on the Customer Project form and the Customer Project Task form.