---
sourceDocument: Yokohama Proactive Service Experience Workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/proactive-service-exp-workflows

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Exploring Customer Service Problem Management

# Exploring Customer Service Problem Management {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Learn how you, as a service provider, can use the Customer Service Problem Management (CSPM) application to streamline the resolution process for handling service-related problems experienced by your customers.

## Request apps on the Store

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#explore-spm__inline-send-to-store}
Customer Service Problem Management (CSPM) offers a step-by-step process to address customer issues. The process starts with verifying the customer's problem as defined in the service problem case. The system then
automatically suggests relevant diagnostic tests to check the service quality and troubleshoot the problem effectively. After identifying the root cause, the application helps generate a repair task based on the test outcomes,
leading to a successful resolution. This streamlined process simplifies problem solving for customer service agents, enabling faster resolution and improved efficiency, which in turn enhances customer satisfaction.  
If customers experience an issue with their internet service, they can report it to create a case for resolution. The case is then routed to the CSPM application, which analyzes the issue and suggests the relevant diagnostic tests to identify the root cause of the problem. The system then assigns the case to an agent who
runs these tests and examines the results. Based on the findings, the agent takes necessary actions to fix the problem and restore the internet service for the customer.
* **[Customer Service Problem Management data model](https://servicenow-prod.fluidtopics.net/JyovNJHukGp4q9mrMrRfiw)**   
  Customer Service Problem Management (CSPM) provides a framework that enables you to follow a structured approach to handle and resolve customer-reported issues. The framework ensures a seamless and satisfactory customer experience.