--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Customer Service Management examples # Customer Service Management examples {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customer Service Management examples This content illustrates how the Common Service Data Model (CSDM) supports Customer Service Management (CSM) within the fictional ACME technology company to manage network monitoring services. It highlights practical use cases and personas involved in delivering and supporting various service offerings, enabling ServiceNow customers to understand how to apply CSM for managing complex service portfolios and customer environments effectively. Show full answer Show less ## Key Personas and Their Roles * **Customer Service Agents:** Access details about customer purchases (Sold Products) and installed services (Install Base Items), view service offerings linked to products, and monitor the health status of installed items. * **Network Operations Center (NOC) Engineers:** Identify customers impacted by service issues, manage affected Install Base Items and their relationships to configuration items (CIs) and alerts, and proactively create cases to notify customer service teams of outages or service disruptions. * **Service Owners:** Track customers subscribed to specific service offerings. * **Customers:** Review their installed base details, monitor outages and service issues, view purchased products, and request related services. ## Practical Use Cases * **Service with Multiple Packages:** Customers can purchase tiered offerings such as Platinum, Gold, or Silver (e.g., Credit Check Service). * **Service with Optional Components:** Customers select bundles or individual components (e.g., Billing Service with invoices, payments, discounts). * **Service with Physical Products:** Bundles that combine hardware and services (e.g., Digital Printing Solution with printers and monitoring services). * **Service Sold to Multiple Customers:** Same service offerings sold to different customers (e.g., Pharmacy Manager Service to Boxeo and Avid Inc.). * **Multi-Tenant Service Usage:** Multiple customers sharing a single production instance. * **On-Premises Service Usage:** Services tracked in the ServiceNow AI Platform but deployed on customer premises (e.g., Order Management). ## Benefits for ServiceNow Customers By leveraging CSM and CSDM, customers can: * Gain visibility into customer purchases, installations, and service health, enhancing support and service delivery. * Enable proactive case creation and communication between NOC engineers and customer service agents, improving response to service issues. * Track subscriptions and service usage across multiple customers and deployment models, supporting flexible service management. * Facilitate customer self-service by providing access to product and service information, outages, and service requests. ## Additional Resources ServiceNow customers can explore further configuration and operational capabilities such as: * Integrating Service Portfolio Management with customized form views. * Viewing product and install base information via Customer Service Portal and Agent Workspace. * Creating proactive cases from alerts and managing service health and outage tracking. In this example, the CSDM helps the fictitious ACME technology company use CSM to manage network monitoring services for customers. ## Example scenario: Key personas and how they benefit {#csm-use-case-example__section_tdd_3gf_tmb} ACME offers a network monitoring service to its enterprise customers who can purchase either the Platinum, Gold, or Silver offering. A customer, Boxeo, has purchased the network monitoring Platinum offering (Sold Product) and is using it in development and production environments (Install Base Item). Figure 1. CSM data model example The key personas (customer service agents, network operations center (NOC) engineers, service owners, and customers) can complete the following tasks: Customer service agents can: * View the products and services that the customer has purchased (Sold Product) and installed (Install Base). * View the service offering associated with the sold product. The sold product references the service offering. * View the health status of Install Base Items {#csm-use-case-example__ul_x1v_rzf_tmb} NOC engineers can: View customers affected by a service issue and inform customer service. Specifically, they can perform the following operations: * View the affected Install Base Items and add it to or remove it from an Account. The Install Base item references the application service (CI). The CI it depends on should be one of the CIs affected. The CI should also be referenced in the Alert to show that Install Base Item (and therefore the Account or Consumer) as affected. * Create a proactive case from an alert and inform the customer service team of the service issue or outage. {#csm-use-case-example__ul_fvs_mng_tmb} Service owners can: View the customers that are subscribed to a service offering. Customers can: * View the install base items and details. * View outages and service issues. * View products they have purchased. * Request services related to the products they've purchased. {#csm-use-case-example__ul_u54_mqg_tmb} ## Example CSM and CSDM use cases {#csm-use-case-example__section_igq_prg_tmb} Service with multiple packages : ACME offers a Credit Check Service to its enterprise customers. They can purchase the Platinum, Gold, or Silver offering. Service with optional components : ACME offers a Billing Service to its enterprise customers. They can purchase the bundle or one or more of the component offerings (for example, invoices, payments, or discounts). Service with a physical product : ACME offers a Digital Printing Solution. Customers can purchase either the bundle or the printer along with one more service offering (for example, Scan and Email Monitoring). Service sold to multiple customers : ACME sells a Pharmacy Manager Service to two customers: Boxeo and Avid Inc. Service used by multiple customers : ACME deploys both Boxeo and Avid on the same production instance (multi-tenant model). Service used on-premises : ACME offers an Order Management service. This purchase is tracked in the ServiceNow AI Platform but is used on-premises. ## Additional information {#csm-use-case-example__section_tlp_lzg_tmb} For more information about the relevant CSM features and tasks, see the following topics: [Configure form views for Service Portfolio Management integration](https://servicenow-prod.fluidtopics.net/24iINbFnKNBzO~Qb4qvjlg "Configure the form layout and related lists for the Sold Product, Case, Account, and Service Offering forms to provide users with the correct visibility into which service offerings are associated with which sold products.") [View product information from the Customer Service Portal](https://servicenow-prod.fluidtopics.net/us0Va7oKf8YKolBNq1qQug "View a list of products to track the products or services sold to your account and manage your services using service catalogs.") [Create a proactive case from an alert](https://servicenow-prod.fluidtopics.net/3VtIrtA2byLpGP9bdJSadw "Create a case for customer install base affected by an alert to anticipate customer issues and address them proactively.") [Create a case for install base from the Customer Service homepage](https://servicenow-prod.fluidtopics.net/io_1f7d2o2~Fr5H~Dgh3fQ "Create a case regarding a question or issue on your install base from the Customer Service homepage.") [Proactive Customer Service Operations](https://servicenow-prod.fluidtopics.net/oBm8Fqc3nRN9WNVvPveNGg "Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.") [Service health status for install base](https://servicenow-prod.fluidtopics.net/mAAU2xX3LIPfNuLrq7OWig "View the real-time health status of a customer's install base. Correlate customer issues with the operational health of their install base to provide more informed responses to your customers.") [Configure install base](https://servicenow-prod.fluidtopics.net/nhCbTAaq1f8mxY5uVuQc0A "Track which products and services have been purchased by a customer, how they've been installed or provisioned, along with the detailed configuration for each installed item.") [Outage tracking for install base](https://servicenow-prod.fluidtopics.net/0QWrth1ysDxmC1NWF0eK~Q "Provide visibility into any current or upcoming outages affecting a customer's install base, enhancing transparency and reducing the number of customer-reported cases.") [View install base information from the Customer Service Portal](https://servicenow-prod.fluidtopics.net/hIAtr2ZkughGOCcIVE~3zw "View a list of install base to track the instances provisioned for your account and which products or services run on them.") [View install base information in Agent Workspace](https://servicenow-prod.fluidtopics.net/hmjD51afC8U0BF~3Fu495Q "View a customer’s install base in CRM Workspace to quickly identify the support they require as well as the opportunities for adoption and upsell.") [View product information from the Customer Service Portal](https://servicenow-prod.fluidtopics.net/us0Va7oKf8YKolBNq1qQug "View a list of products to track the products or services sold to your account and manage your services using service catalogs.") [View sold product information in Agent Workspace](https://servicenow-prod.fluidtopics.net/p~bKNKAbQZAFbMCTAto8ew "Enable customer service agents or managers to view the sold products and the service offerings associated to the sold product for an account or consumer.")