Customer project manager tasks

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Customer project manager tasks

    Customer project managers in ServiceNow are empowered to manage projects associated with customer accounts effectively. To perform these tasks, they must have theitprojectmanagerandsncustomerservice.projectmanagerroles. These capabilities enable project creation, task management, visibility control, and collaboration between internal users and customers.

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    Key Features

    • Create Projects: Managers can create new projects for customer accounts either from scratch or by applying predefined project templates, streamlining project setup.
    • Manage Project Tasks: They can add and assign project tasks to internal users, customer contacts, or partner contacts, ensuring clear responsibilities.
    • Control Customer Visibility: Project tasks can be marked as visible to external customers, enhancing transparency and communication through the Customer Service Portal.
    • Manage Project Contacts: Contacts associated with the linked customer account or partners can be added to projects to grant them access and visibility.
    • Case Interaction: Project managers can view cases related to projects or tasks, with read-only access to case details. They can also add comments and attachments to these cases for effective collaboration.
    • Create Project Issues and Change Requests: They can generate project change requests and issues directly from cases tied to projects or tasks, facilitating project governance.
    • Save Projects as Templates: Existing projects can be saved as templates for reuse, allowing standardization and efficiency in future project creation.

    Practical Application

    ServiceNow customers with the appropriate roles can utilize these functionalities to streamline project management processes for customer accounts. By managing tasks, assigning responsibilities, and controlling visibility, customer project managers can facilitate better project transparency and collaboration both internally and with customers. The ability to interact with cases and create change requests or issues directly enhances responsiveness and project oversight. Saving projects as templates supports consistent execution of similar projects over time.

    A customer project manager can perform specific tasks to manage projects for customer accounts.

    A customer project manager requires the following roles to perform the tasks described in the following table:
    • it_project_manager
    • sn_customerservice.projectmanager
    Table 1. Customer project manager tasks
    Task Details
    Create a project for a customer account
    1. Navigate to Customer Service > Projects > Create New.
    2. Enter a name for the project in the Project Name field.
    3. Select an account in the Account field.
    4. Fill in additional project information.
    5. Click Save.
    Create a project for a customer account from a project template
    1. Navigate to Customer Service > Projects > Create New.
    2. Click a template at the bottom of the form to apply the template to the project. If the templates do not appear at the bottom of the form, click the More options icon at the top of the form and select Toggle Template Bar.
    3. Enter a name for the project in the Project Name field.
    4. Select an account in the Account field.
    5. Fill in additional project information.
    6. Click Save.
    Create a project task for a customer project
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. In the Project Tasks related list, click New.
    4. Add a short description for the task.
    5. Fill in additional project task information.
    6. Click Save.
    Identify the project tasks on a project template that are visible to external customers
    1. Navigate to Customer Service > Projects > Templates.
    2. Select a template.
    3. In the Project Template Tasks related list, select a task.
    4. In the Data section of the Project Template Task form, add the Visible to customer field and set it to true.
    5. Click Update.
    6. Repeat for other project tasks as needed.
    Identify project tasks that are visible to external users
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. In the Project Tasks related list, select a task.
    4. Enable the Visible to customers field.
    5. Click Save.
    Identify the account contacts who have access to a project
    To give customers visibility into projects from the Customer Service Portal, you must add one or more contacts to the project.
    • Contacts must belong to the account linked with the project.
    • Partner contacts must have access to the account linked with the project.
    • Contacts who have a relationship with the account can also be added to the project.
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. In the Project Contacts related list, click New.
    4. Select a contact in the Contact field and click Submit.
    Assign project tasks to internal users, customer contacts, or customer partner contacts See Assign a project task .
    See the cases that have been created for a project or project task View cases in the Cases related list on the Customer Project form and Customer Project Task form. Click a case to view the case details.
    Note:
    The customer project manager has read-only access to the Case form.
    Add a comment or an attachment to a case that has been created for a project or project task
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. In the Cases related list, select a case.
    4. Add a comment in Additional comments field.
    5. Click the attachment icon, select a file, and attach it to the case.
    6. Click Update.
    Create project change requests and project issues for cases that have been created for a project or project task See the following tasks:
    Save a customer project as a template
    1. Navigate to Customer Service > Projects > All.
    2. Select a project.
    3. Click the Save as New Template related link.
    4. In the Create Template popup window, enter a template name and description.
    5. Click OK.
    6. Update the template as needed and click Update.