Creating a guided onboarding case from CSM Configurable Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Creating a guided onboarding case from CSM Configurable Workspace

    ServiceNow agents can efficiently create and manage onboarding cases for contacts or consumers who reach out via phone, email, or chat through the CSM Configurable Workspace. Customers engaging with playbooks can track their progress through submission steps, navigate back if needed, and are guided with options to input accurate information, streamlining the onboarding experience.

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    Creating a case

    Agents create cases on behalf of customers by:

    • Collecting essential customer information to initiate the case.
    • Adding additional contacts related to the application.
    • Uploading any documents provided by the customer.
    • Reviewing and editing all data for accuracy before submission.

    Once submitted, the case status moves from Draft to New. The submitting agent decides whether to assign the case to themselves or another agent. The assignee must review the case context before accepting it. When assigned, the case status changes from New to Open.

    Customers can later view their cases via the portal under My Lists > My Draft Cases.

    Processing a case

    To process a case, agents:

    • Add members, upload documents, and review paperwork.
    • Pre-approve the case by verifying approval status and customer records.
    • Check document checklists against uploads and notify customers via email if documents are missing or invalid.
    • Conduct background checks, legal verifications, and credit history reviews.
    • Propose a solution for customer acceptance.

    If the customer accepts the solution, the agent closes the case. If rejected, the case reverts to Open status, the customer is notified, and the agent must propose a new solution based on feedback.

    Practical benefits for ServiceNow customers

    • Facilitates a structured, transparent onboarding case creation and processing workflow within CSM Configurable Workspace.
    • Enables agents to efficiently manage cases with clear status transitions and assignment protocols.
    • Supports customer engagement by allowing progress tracking and access to draft cases via the portal.
    • Ensures thorough case review through document verification, background checks, and solution proposal cycles.

    An agent can create a case for a contact or a consumer when the contact or consumer reaches out through a phone call, email, or chat from the CSM Configurable Workspace.

    Overview

    If you're a customer accessing a playbook, you can track your progress in the submission process and see the step you’re on and the number of remaining steps that you have to do. Additionally, you can navigate back to a previous step, if needed. To expedite the process, you’re presented with some options and inputs that enable you to enter the correct information.

    Creating a case

    Let's see how an agent creates a case from Playbooks for Portals. The agent does the following actions:
    1. Creates a case on behalf of the customer.
    2. Collects the basic information about the customer to start the case.
    3. Adds additional contacts to the application on behalf of the customer.
    4. Uploads the documents that the customer may have sent.
    5. Reviews and edits all the data for accuracy before submitting the application.
    Note:
    • The case status changes from Draft to New when it’s submitted. The agent must review and choose whether to assign the case to themselves. If the case is assigned to another agent, the new agent must review the context of the case before assigning or accepting the case. The case status changes from New to Open when the case is assigned to an agent.

    • If a case is created by an agent, a customer can later find and view the case from the portal for updates by navigating to My Lists > My Draft Cases.

    The following diagram shows how an agent creates a case.

    Figure 1. Agent creates a case
    Steps that an agent follows in creating a case. Refer to the workflow steps that preceded this diagram.

    Processing a case

    Let's see how an agent processes a case from Playbooks for Portals. The agent does the following actions:
    1. Initiates the processing for a case by adding members, uploading documents, reviewing and submitting paperwork, and reviewing the case.
    2. Pre-approves the case by checking the approval status, customer information, and customer record.
    3. Checks the document checklist against the uploaded documents and then sends an email to the customer if there's a missing or invalid document.
    4. Performs background checks, initiates legal verifications, and reviews the credit history.
    5. Proposes a solution. The customer can accept the solution and then the agent closes the case. If the customer isn’t satisfied with the proposed solution and rejects it, the case goes back to the Open state and the customer is notified of the status. The agent then needs to provide a new solution based on the customer input.

    The following diagram shows how an agent processes a case.

    Figure 2. Agent processes a case
    Steps that an agent follows in processing a case. Refer to the workflow steps that preceded this diagram.