Jumpstart Your CSM Configurable Workspace

  • Release version: Xanadu
  • Updated October 9, 2024
  • 2 minutes to read
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    Summary of Jumpstart Your CSM Configurable Workspace

    The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator offers a comprehensive demonstration of the CSM Configurable Workspace, aimed at helping Impact customers understand the setup process and the value of the workspace. This Accelerator includes key resources and best practices to promote product adoption and usage.

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    Key Features

    • Session Preparation: Provision of a temporary instance and activation of related plugins.
    • Customer Coaching Sessions:
      • Session #1 (up to 90 minutes): Overview of the CSM Configurable Workspace, including history, design reasoning, features, and benefits, along with an applied demonstration covering installation, updates, guided setup, and key features.
      • Session #2 (optional, up to 60 minutes): Q&A session to address customer queries related to the CSM Configurable Workspace and requests for additional resources.
    • Access: 30 days of access to the temporary instance is included.

    Key Outcomes

    Participants will gain insights into the responsibilities of various customer roles, including Platform Owners, System Administrators, Process Owners, and Contact Center Managers, ensuring alignment and effective governance of the ServiceNow platform. This Accelerator is designed to enhance the overall customer experience, improve agent productivity, and foster better engagement through tailored coaching and resources.

    Note: The Accelerator is not available for certain restricted environments or self-hosted customers. ServiceNow resources will not implement recommendations on production instances.

    The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace.

    Accelerator overview

    Jumpstart Your (CSM) Configurable Workspace helps Impact customers gain a deeper understanding of how to get started with CSM Configurable Workspace by providing a comprehensive overview and applied  demonstration. This Accelerator guides you through the setup process and clearly illustrates the value of the workspace. Additionally, key resources and leading practices are offered to enhance product adoption and usage.

    For additional information on the feature, see CSM Configurable Workspace.

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

    Offered pursuant to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html

    What you get

    Session preparation
    • Provision a temporary instance
    • Activate related plugins
    Customer coaching session #1 (up to 90 minutes)
    Includes the following:
    • Overview of CSM Configurable Workspace:
      • History
      • Design reasoning
      • Features
      • Adoption benefits
    • Applied demonstration of CSM Configurable Workspace:
      • Installation and updates
      • How to use guided setup
      • Walk through of agent experience
      • Highlight of key features
      • Configuration guidance for admins
    • Key resources and guides on leading practices
    • 30 days access to the temporary instance is provided
    Customer coaching session #2 (optional upon customer request, up to 60 minutes)
    Opportunity for Q&A related to the CSM Configurable Workspace

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    System Administrators Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks R and features. ✓
    Process owners A senior leader within each business unit for each major process or service (e.g., customer service, incident) who is accountable for ensuring the process is fit for purpose. ✓
    Contact center / Service Desk managers Subject matter expert responsible for managing Contact Center or Service Desk, agent productivity and customer experience. ✓
    Other customer roles Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions. ✓
    Developers Makes changes within the ServiceNow platform to meet process requirements ✓
    Trusted Service Partners Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. ✓

    Requested information / access

    Refer to the applicable Impact Accelerator description available at  https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers, except for their internal  use.

    ServiceNow resources are not responsible for implementing recommendations on customer’s sub-production or production instances.