Customer service agent tasks

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    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 agent tasks

    Customer service agents in ServiceNow Yokohama release have the ability to view customer projects and create cases related to those projects and their tasks. This functionality supports efficient management and resolution of customer inquiries linked to specific projects and tasks.

    Show full answer Show less

    Key Features

    • Role Requirements: Agents need the sncustomerserviceagent and sncustomerservice.projectstakeholder roles to perform these tasks.
    • View Customer Projects: Agents can access a read-only list of all customer projects via Customer Service > Projects > All. Selecting a project shows detailed information including tasks, contacts, and subprojects.
    • View Projects by Account: Agents can see projects associated with a specific customer account from the account record’s Projects related list.
    • View Projects and Tasks by Contact: Agents can view projects and project tasks linked to a contact by navigating to Customer Service > Customer > Contacts and reviewing related lists. These related lists may need to be configured on the Contact form.
    • Create Cases for Projects: Agents and agent managers can create cases linked directly to customer projects. When creating a case, selecting a project auto-populates the associated account, simplifying case tracking. Cases related to a project appear in the project’s Cases related list.
    • Create Cases for Project Tasks: Similarly, cases can be created for specific project tasks. Selecting a task populates the Project and Account fields on the case form automatically. These cases appear in the Cases related lists on both the project and task records.

    Key Outcomes

    • Enables customer service agents to efficiently track and manage customer projects and related tasks in a read-only manner, ensuring data integrity.
    • Facilitates streamlined case creation directly tied to projects or tasks, improving resolution tracking and customer communication.
    • Supports better visibility of project associations at both the account and contact levels, enhancing context for customer interactions.
    • Automates field population during case creation to reduce manual data entry and improve accuracy.

    A customer service agent can view customer projects and create cases for customer projects and tasks.

    An agent must have the following roles to perform the tasks described in the following table:
    • sn_customerservice_agent
    • sn_customerservice.projectstakeholder
    Table 1. Customer service agent tasks
    Task Details
    View customer projects Customer service agents can view a list of customer projects by navigating to Customer Service > Projects > All. Click a project in this list to view project details on the Customer Project form, including project tasks, project contacts, and sub projects.
    Note:
    Agents have read-only access to project details.
    View the projects and project tasks created for an account Customer service agents can see projects that are linked to customer accounts. From a customer account record, agents can see the projects for that account in the Projects related list.

    Click a project in this list to view project details on the Customer Project form, including project tasks, project contacts, and sub projects.

    Note:
    Agents have read-only access to project details.
    See the projects and project tasks associated with a contact Customer service agents can see the projects and project tasks that are associated with a contact. Navigate to Customer Service > Customer > Contacts and select a contact.
    • Click the Projects related list to see projects.
    • Click the Project Tasks related list to see tasks.
    Note:
    If necessary, configure the Contact form to add these related lists.
    Create a case for a project Customer service agents and agent managers can create cases for customer projects.
    When creating a case, the agent selects a project in the Project field on the Case form.
    • If an account has been selected in the Account field, the agent can select from the projects that are associated with that account.
    • If the Account field is empty, the agent can select from all projects that have been created for an account. Upon selection, the Account field is populated with the associated account.

    When created from a project, these fields are automatically set on the Case form.

    Cases created for a project appear in the Cases related list on the Customer Project form.
    Create a case for a project task Customer service agents and agent managers can create cases for customer project tasks.
    When creating a case, the agent selects a task in the Project Task field on the Case form.
    • If a project has been selected in the Project field, the agent can select from the project tasks that have been created for that project.
    • If the Project field is empty, the agent can select from the project tasks for all projects that have been created for an account. Upon selection, the Project and Account fields are populated with the associated project and account.

    When created from a project task, these fields are automatically set on the Case form.

    Cases created for a project task appear in the Cases related list on the Customer Project form and the Customer Project Task form.