Integration with Customer Service Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Integration with Customer Service Management

    This integration connects ServiceNow's Customer Service Management (CSM) and Field Service Management (FSM) applications, enabling seamless visibility and management of work orders related to customer service cases. It allows users and customers to view account, contact, and case-related work order details directly within both FSM and the Customer Service Portals.

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    Key Features

    • Work Order and Case Linkage: When agents create work orders from customer service cases, case-related details such as account and contact information are automatically included on work order and task forms within FSM.
    • Portal Enhancements: Customers and consumers can see work orders and tasks related to their cases through the Customer Service and Consumer Service Portals, improving transparency and communication.
    • Role-Based Access: Customers with the appropriate CSM roles (customer service agent, manager) or external users with the sncexternal role can create and view all case-related work orders and appointments relevant to their accounts.
    • Field Additions in FSM: The integration adds key fields—Account, Consumer, Contact, Asset, Partner, Partner Contact—to the Work Order form, which are viewable in the Case view. Changes to Account or Contact fields on the work order update corresponding fields (Company and Caller) to maintain consistency.
    • Work Orders Link on Portals: A new Work Orders link is added to the headers of Customer Service and Consumer Service Portals, showing a filtered list of work orders by user role, including details like priority, state, and description.
    • Field Mapping: Customers can configure mappings between case fields and work order fields so that specified data transfers automatically when creating a work order from a case.

    Important Considerations

    • There is no automatic synchronization from the Case form to the Work Order form after creation; updates on the case do not reflect back on the work order.
    • The integration requires enabling the Customer Service with Field Service Management plugin and having both FSM and CSM applications installed and configured.

    What Customers Can Expect

    This integration streamlines cross-application workflows by linking customer service cases with field service work orders. Customers benefit from improved visibility and coordination, enabling service agents and customers alike to track related work orders and appointments efficiently. The enhanced portal features empower end users with direct access to service activity related to their cases, facilitating better communication and service delivery.

    Provides an integration between the Customer Service Management and Field Service Management applications.

    Users can view account and contact information on work orders and work order tasks in the Field Service Management application. Customers and consumers can view case-related work orders from the Customer Service and Consumer Service Portals.

    When an agent creates a work order from a customer service case, the work order and task forms include case-related information such as the account and contact.

    When a customer or a consumer views a case from either the Customer or Consumer Service Portals, they can view the details of any work orders and tasks related to the case.

    Product use rights included with this application

    If you have purchased a subscription for the Customer Service Management application and have the customer service agent [sn_customerservice_agent] or the customer service agent manager [sn_customerservice_manager] role, you can create and view all work orders and appointments related to your case. If you are an external user with the snc_external role, you can create and view all case-related work orders and appointments related either to your account or a related account.

    Customer Service with Field Service Management plugin

    The Customer Service with Field Service Management plugin (com.snc.csm_fsm_integration) integrates the Field Service Management and Customer Service Management applications. This plugin requires:
    • Field Service Management
    • Customer Service Management
    • Customer Service Portal

    Changes to the Field Service Management application

    In the Field Service Management application, this integration adds the following fields to the Work Order form. These fields are visible in the Case view. To display these fields, right-click the Work Order form header and select View > Case.
    • Account
    • Consumer
    • Contact
    • Asset
    • Partner
    • Partner Contact

    Updating the Account field on the Work Order form also updates the Company field.

    Updating the Contact field on the Work Order form updates the Caller field.

    Changes to the Customer Service Management application

    In the Customer Service Management application, this integration adds the Work Orders link to the Customer Service Portal and Consumer Service Portal headers. Click this link to view a list of work orders, including the work order number, priority, state, and short description. The work orders displayed in this list on the Customer Service Portal depend on the customer role: customer, customer admin, partner, or partner admin.

    Click a work order in this list to display the work order details.

    Known limitations

    There is no synchronization between the Work Order form and the associated Case form. If information changes on the Case form, it does not get updated on the Work Order form.