Technology Product Support Case application

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Technology Product Support Case application

    The Technology Product Support Case application aids technology companies in providing effective support for digital products and services. It is designed for use by administrators and requires specific plugins to be installed for full functionality.

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    Key Features

    • Case Type: Tailored to manage technology product support needs, integrating tables, roles, SLAs, and processes for issue resolution.
    • Record Page: Offers a simplified view for agents to effectively research and resolve technology cases.
    • Playbook: Provides step-by-step guidance through the case flow, enhancing agent efficiency in resolving issues.
    • Playbook Stages and Activities: Includes specific stages and activities that support agents during the case resolution process.
    • Record Producer: Allows customers to create cases directly from the Customer Service Portal.

    Key Outcomes

    By utilizing the Technology Product Support Case application, customers can expect improved case management and resolution processes, enhanced communication between agents and customers, and streamlined workflows that lead to faster issue resolution. Additional resources for implementation and training are available through ServiceNow platforms.

    The Technology Product Support Case application enables technology companies to provide support for digital products and services.

    • Role required: admin
    • Plugins required: The following plugins must have been installed:
      • Customer Service Case Types (com.snc.csm_case_types)
      • Customer Service Install Base Management (com.snc.install_base)
      • Customer Service Case Action Status(com.snc.csm_action_status)
      • playbook for Customer Service Problem Management (com.sn_csm_playbook)
      • Customer Service Problem Management agent workspace (com.snc.uib.csm_agent_workspace)
      • Customer Service with Service Management(com.sn_cs_sm)
      • Customer Service with Request Management(com.sn_cs_sm_request)
      • Customer Service Case Digest (com.sn_csm_case_digest)
      • Product Catalog Management Core (com.sn_prd_pm)
      • Service Test Management (com.sn_st_mgmt)
    The Technology Product Support Case application includes the following features:
    • A case type dedicated to technology product support case needs.
    • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
    • A portal experience that agents and customers can use to report issues and communicate with each other.
    Table 1. Technology Product Support Case application features
    Feature Description
    Case type The Technology Product Support case type includes the tables, roles, SLAs, and other processes and data needed to resolve technology issues.
    Record page The Technology Product Support record page provides a simplified case view that enables agents to research and resolve technology cases.
    Playbook The Technology Product Support process page includes a playbook that provides step-by-step guidance for resolving technology cases. This playbook guides agents through the case flow and provides the contextual information to complete each stage and the associated activities.
    Playbook stages and activities The Technology Product Support playbook includes stages and activities that assist agents in researching and resolving technology cases.
    Record producer The Technology Product Support Case application includes a record producer that customers can use to create cases from the Customer Service Portal.

    Application information

    The Technology Product Support Case application (sn_tech_product_support) is available from the ServiceNow Store.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

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