Customer Service Management -- The ServiceNow Customer Service Management enables you to provide the service and support that your external customers need. For example, your customers can communicate and receive support through the web, email, chat, telephone, and social media.
Explore -- Learn how the Customer Service Management (CSM) application can help your organization resolve customer issues and requests for your customers. By adopting a proactive customer service approach, you can increase your customer satisfaction and retention.
Focus and purpose of CSM and ITSM -- Customer Service Management (CSM) focuses on enhancing customer satisfaction, while IT Service Management optimizes IT services for internal users. Use this topic to explore the distinct roles, the benefits of integration for improved collaboration and communication, and how leveraging both CSM and ITSM can drive success in your organization and elevate your customer experience.
Data management -- Data management refers to the processes and tools used to collect, organize, secure, and use customer-related data effectively so that support teams can deliver better service experiences. You can give your managers and agents a comprehensive view of customer data, including account and contact or consumer details, products and services, assets, contracts, and entitlements.
Self-service -- With the Customer Service Management (CSM) application, you can provide service for your customers through web applications that hosts self-service capabilities like knowledge articles, community forums, service catalogs, case management, and chat.
Omnichannel -- Omnichannel routes customer conversations from every channel into one workspace. Agents can see the full interaction history and resolve issues without switching context.
Workforce Optimization for Customer Service -- Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
Agent experience -- Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.
Case management -- Manage customer requests and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your agents with the tools they need to evaluate cases, communicate with customers, answer questions, and resolve issues.
Intelligence -- Use the Intelligence solutions for the Customer Service Management application to access machine learning frameworks, search and automation functions, and natural language processing to automate and enhance your agent and customer experience.
Analytics and insights -- Use the Performance Analytics applications for Customer Service Management to report your customer service performance and effectiveness. You can use the predefined key performance indicators (KPIs) and preconfigured role-based dashboards for monitoring your customer service processes.
Optimization -- Optimize your processes by using the Customer Service Management application. You can analyze which processes are relevant to your key performance indicators (KPIs), identify the bottlenecks for your customer service cases, learn how to optimize your workforce, and manage your teams more efficiently.
Configure -- Set up the features, components, and integrations that you must provide service and support to your customers.
Set up your environment -- Begin your customer journey by preparing your Customer Service Management environment with data models, customer data, product data, user management, and case management tools to go live.
Activate Customer Service Management -- You can activate the Customer Service (com.sn_customerservice) plugin, if you have the admin role. This plugin includes demo data and activates related plugins if they aren’t already active.
Install all Customer Service Management applications -- Install all eligible Customer Service Management (CSM) applications from a single ServiceNow Store product. Use this procedure to find and install the CSM apps your organization is entitled to in one step.
Customer Service properties -- Use system properties to customize the Customer Service Management application.
Configure foundation data -- With Customer Service Management, you can import or create customer information including names, addresses, and phone numbers; account details; products and assets; and service contracts. You can also assign roles to users and create customer relationships.
Quick start tests for Customer Service Management -- Quick start tests are part of the Automated Test Framework (ATF). Use these tests to validate that the Customer Service Management application still works after you make any configuration change, such as applying an upgrade or developing an application.
Customer data -- Customer data for Customer Service Management (CSM) consists of information about people who aren’t part of your organization, including accounts, contacts, consumers, and households.
Configure accounts and contacts -- An account is a supported external customer and a contact is a user who is an employee of an account.
Account codes and account paths -- An account code is a unique identifier for an account, while an account path establishes the account hierarchy.
Set the account code property -- After importing customer account information, update the com.snc.cs_base.last.generated.code.tree.path property with the correct account code value.
Create customer accounts -- An account is a supported external customer. Use the Customer Service Management application to create account records.
Create additional account addresses -- An account can have multiple addresses, such as a main address as well as shipping and billing addresses.
Create customer contacts -- A contact is a user who is an employee of an account. Use the Customer Service Management application to create contact records.
Create customer relationships -- The Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts.
Account hierarchy -- Use the account hierarchy feature to create and view a parent-child relationship between accounts.
Bi-directional account relationships -- A bi-directional account relationship is a relationship that exists between two accounts. You can create account relationships between two customer accounts or between a partner account and a customer account.
Create an account relationship type -- Create an account relationship type by defining the types of source and target accounts and providing a name for the relationship between these accounts.
Create an account relationship record -- Create an account relationship record by selecting the account relationship type and then selecting the accounts involved in the relationship.
Contact relationships -- You can add a contact from one account to another account by using a contact relationship in the Customer Service Management (CSM) application. By using contact relationships, you can perform actions on behalf of the accounts that you established a contact relationship with.
Configuring a contact relationship -- You can configure a contact relationship to establish a relationship between an account and a contact in the Customer Service Management (CSM) application.
Create a contact relationship for an account -- Create a contact relationship for an account by selecting a contact and then assigning a responsibility to that contact in the Customer Service Management (CSM) application. Through this relationship, a contact can effectively manage the accounts and can execute actions on behalf of the associated accounts.
Creating an account team -- Create an account team that is made up of both employees and customer contacts who fulfill the jobs or roles for a particular account in the Customer Service Management (CSM) application. By defining responsibilities or roles for your team and customer contacts, you confirm that your account team has the functions needed to support customer accounts.
Assign a team member to an account -- Assign a team member to an account by selecting an employee and their role or responsibility in the Customer Service Management (CSM) application. When a team member has the Account Manager responsibility, they can view account details and perform actions on behalf of the account.
Account Address table -- Avoid duplication of address records by using the Account Address table.
Account address access for contacts -- Enable contacts and similar roles to access addresses linked to their accounts. This access enables them to view and select account-related addresses and the corresponding location records tied to those accounts.
Enable enhanced address model for accounts -- Use the Account Address table in the enhanced address data model feature to link a location with multiple accounts without creating duplicate location records.
Associate an address to an account -- You can associate addresses to an account using the Account Address related list on the account form or the location form.
Share an address through non-related accounts -- Enable your users to reuse the same address between multiple non-related accounts. This way, you can share an address between multiple accounts by using the Location field on the Account Address form.
Deleting or editing an address on the location form -- As a user, you can edit or delete an existing record in the account address table without affecting any other associated records. To use this capability, you must be an admin or a sn_customerservice_manager.
Domain separation for the Account Address table -- Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.
Configure consumers -- A consumer is a customer in the business-to-consumer (B2C) business model.
Create consumers -- A consumer is a customer in the business-to-consumer (B2C) business model. Use the Customer Service Management application to create consumer records.
Assign a team member to a consumer -- Assign a team member to a consumer by selecting an employee. You can then select the employee’s role or responsibility in the Customer Service Management (CSM) application.
Creating multiple consumer profiles for a user -- The concept of consumer profiles refers to the idea that an individual can have multiple profiles associated with them. For example, a consumer might have a patient profile in Healthcare and Life Sciences and simultaneously have a constituent profile in Public Sector Digital Services.
Tables used by consumer profiles -- Consumer profile (sn_csm_consumer_profile) column on case, sold product, install base, and interaction tables is introduced to identify and differentiate profile-specific data to be used by industries for different use-cases.
Consumer Profile Location table -- The Consumer Profile Location [sn_csm_consumer_profile_location] table stores the relationship between the consumer profiles and locations.
Associating locations to consumer profiles -- By enabling relationships between consumer profiles and locations across industries such as Financial Services Operations, Healthcare and Life Sciences, and Public Sector Digital Services Core, multiple consumer profiles can be associated with their corresponding addresses in the Customer Service Management (CSM) application.
Associate consumer location with profile -- Associate an existing consumer location with a consumer profile by using the Consumer Profile Location [sn_csm_consumer_profile_location] table in the Customer Service Management (CSM) application. By connecting consumer profiles and locations, industries can handle multiple addresses that are associated with individual profiles.
Create and associate a location to a consumer profile -- Create a location and associate it with the consumer profile in the Customer Service Management (CSM) application. With this functionality, you can create and associate multiple addresses to a consumer profile that serve other purposes.
Configuring households -- The household entity represents a group of consumers that usually share a common address and use services as a group.
Assign a team member to a household -- Assign a team member to a household by selecting an employee. You can then select the employee’s role or responsibility in the Customer Service Management (CSM) application.
Create entitlements for a household -- Create entitlements for a household so that all household members are covered under the same terms and conditions.
Create service contracts for a household -- Create service contracts for a household so that all household members are covered under the same terms and conditions.
Consumer Service Portal changes -- Activating the Customer Household Data Model plugin lets you view households and their members on the Consumer Service Portal, and also view or create cases for household members.
Configuring billing accounts -- Billing Account Core provides a foundational data model for managing billing accounts across organizations and users. It enables businesses to define, organize, and maintain billing relationships, supporting accurate billing, payments, and scalable financial operations.
Install Billing Account -- You can install the Billing Account application (com.snc.billing_account) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Add related parties to a billing account -- Extend billing account access to additional customers or stakeholders by configuring billing account related parties. Related parties enable you to define relationships between billing accounts and other entities such as contacts, consumers, or accounts.
User management -- Configure the internal and external users for Customer Service Management to provide the correct access to features, capabilities, and case data. Create relationships that facilitate case management and fulfill support roles for specific accounts.
Configure users and groups -- A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.
Assign roles to CSM users -- Roles control access to features, capabilities, and data in the Customer Service Management application.
Configuring a Unified User -- By unifying multiple profiles for a single user in the Customer Service Management (CSM) application, you don't need to create and manage multiple user accounts for that user.
Configuring a user as a Unified Consumer -- By creating a unified profile, you can integrate both internal and external personas or consumers in your organization. A user who has a unified profile has synchronized user's login interactions across the Customer Service Management (CSM) application.
Roles installed with Employee as a Consumer -- Use different roles to establish the relationships between your users and entities. By using the Employee as a Consumer functionality within the Customer Service Management (CSM) application, your organization can support both requesters and supporters.
Supported and unsupported roles and features -- Explore the capabilities and limitations of the unified consumer role (sn_customerservice.unified_consumer) to understand the roles and features it supports. This analysis helps you can enhance the user experience and streamline administration, supporting a unified identity across different user contexts.
Setting up a user as a Unified Consumer -- Set up a user as a Unified Consumer by creating a single, unified profile that supports both the internal and external personas in the Customer Service Management (CSM) application.
Activate Unified Consumer -- Activate the Unified Consumer functionality within the Customer Service Management (CSM) application by updating the Consumer script include. This modification enables you to display the other sys_user extension records in the reference list for the users in the csm_consumer table.
Assign the Unified Consumer role to a user -- Assign the Unified Consumer (sn_customerservice.unified_consumer) role to the sys_user to designate them as a consumer in the Customer Service Management (CSM) application.
Create and link unified consumer user -- Create and associate a Unified Consumer user with a consumer record so that your user can access the Customer Service Portal (CSP). This process involves creating a Unified Consumer user through a consumer form and then associating the user to a consumer record.
Create a Consumer User through a consumer form -- Create and associate a Unified Consumer user with a consumer record so that your user can access the Customer Service Portal (CSP). This process involves creating a Unified Consumer user through a consumer form and then associating the user to a consumer record.
Associate an existing user with a consumer record -- Create and associate a Unified Consumer user with a consumer record so that your user can access the Customer Service Portal (CSP). This process involves creating a Unified Consumer user through a consumer form and then associating the user to a consumer record.
Configuring a contact as a consumer -- Associating a contact with the consumer in Customer Service Management (CSM) application enables you to function as both a B2B contact and a B2C consumer. Using this feature, you can easily switch between different customer portals without separate login credentials.
Setting up a contact as a consumer -- Set up a contact as a consumer by creating a single, unified profile that supports both the contact and consumer persona in the Customer Service Management (CSM) application.
Create and associate consumer user -- Create and associate a contact user with a consumer record so that your user can access the multiple portals. This process involves creating a consumer user through a consumer form and then associating the contact to a consumer record.
Create a consumer record -- Create a consumer user record directly from the consumer form by using the User reference field. This field allows you to either select an existing user, which then automatically links to the consumer record.
Associate an existing contact user with a consumer record -- Associate a contact with a consumer record in the Customer Service Management (CSM) application. After the association is done, you can access the Consumer Service Portal (CSP) as a consumer to search for information, create cases, and more.
Assign the consumer role to a contact -- Assign the Consumer (sn_customerservice.consumer) role to the customer_contact to designate them as a consumer in the Customer Service Management (CSM) application.
Update system property -- Update the sn_customerservice.consumer.allowed_user_types system property within the Customer Service Management (CSM) application to enable the association of consumer records with contact user records or with user records. This modification enables you to display the customer_contact or sys_user extension records in the reference list for the users in the csm_consumer table.
Configure Contributor Users -- The CSM Contributor User plugin enables you to engage middle office teams in resolving customer issues and requests.
Contributor users -- With contributor user roles, you can engage both internal and external users to assist in resolving customer issues and requests.
Contributor user roles -- The contributor user data model includes several roles that control access to cases, case tasks, and related information, assigned to users based on business needs.
Configuring customer access management -- Ensure that the customer access management is set up correctly for the user by completing all configuration tasks using the Customer Service Management (CSM) application.
Roles installed with customer access management -- Customer access management uses different functional and granular roles to establish relationships between users and entities. The granular and functional roles help provide user access to information and maintain data security.
Assign granular roles to a functional role -- Assign granular roles to a functional role to give authorized related parties access to the case, and enable additional contacts and consumers access to the sold product.
Create a responsibility definition -- A responsibility, or responsibility definition, specifies the role or function a user has within an entity, determining access through relationships. When creating a relationship, users are assigned specific responsibilities that grant access to the entity and its related entities.
Configure responsibility access -- Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. This framework enables you to select the level of access for each responsibility by leveraging low-code or no-code capabilities, which reduces the time required for scripting.
Granular roles and entities in the responsibility framework -- Starting with the Yokohama release, multiple module-level granular roles are introduced to simplify defining and configuring the responsibility framework. These new granular roles simplify tasks by removing the need to create custom access control lists (ACLs) on target tables when a responsibility ACL is already in place. This change promotes a more straightforward and declarative migration process.
Create related party configurations -- Related party configurations define the title of a relationship between an entity and an organization or user. These configurations also enable linking related party types with responsibility definitions to grant access as needed.
Populate the Type field using the fix script -- Leverage the fix script to add and manage the Type field in relationship tables. This script simplifies data mapping and enhances record consistency across the base system.
Fix external user role assignments -- You may have external users (contacts or consumers) on your instance that have been assigned internal roles. If so, you can use the Customer Service Management guided setup to evaluate and correct these role assignments as needed.
Product data -- Configure product data for Customer Service Management including product models, sold products, install base items, and installed products.
Configure product data -- Configure product data including product models, sold products, install base items and installed products.
Product models -- Configure product models, such as service, hardware, software, or consumables that your company sells and supports.
Import product models with guided setup -- A product is a type of good or service that your company sells and supports. Product models identify different types of products, such as service, hardware, software, or consumables.
Create a product model -- Create a record for a type of product that your company sells and supports.
Configure product model and catalog item relationships -- Enable customers to request services for the products that they own. Create definitions for the services that support your products and then configure service definitions to associate them with the appropriate products and catalog items.
Configure install base -- 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.
Sold products -- Create or import sold products to provide customers, consumers, and customer service agents with a view into the products and services that have been sold to an account or a consumer. A sold product can have child and parent sold items in a hierarchical structure.
Import sold products with guided setup -- Sold products are products and components that have been sold to an account or a consumer. Use guided setup to import sold products so that you can track the products or services sold to an account or consumer.
Create a sold product -- Create a sold product to track the products or services that are sold to an account or consumer.
Associate service offerings with sold products -- Associate a service offering with a sold product giving customer service agents visibility into sold products and their service offerings.
Use hierarchical list view for sold products -- Customer service agents can view sold product line items as a hierarchical list, which helps to view the parent and child relationship between sold product entities.
Install base items -- Create an install base item to track instances that have been provisioned for an account or consumer. An install base item can be any configuration item that has been made accessible to customers. For Software as a Service (SaaS) products, an install base item refers to an application service configuration item.
Create an install base item -- Create an install base item in the Customer Service Management application that represents the instance of the product that has been configured for a customer. The install base item enables you to track all the purchases that were made by a customer.
Related list for an install base item -- In the Customer Service Management application, you can use the Install base related list to track information that is related to the install base hierarchy, cases, entitlements, and other entities. By using these tables, you can understand your customers' purchases and provide efficient post-sales support.
Create a child install base item -- Create a child install base item in the Customer Service Management application to view a list of all the cases and issues of the parent install base item.
Create an entitlement -- Create an entitlement in the Customer Service Management application to view the existing cases for an account, product, or service contract. Creating an entitlement helps you to understand the level of support and the communication channels that an agent can use.
Edit a contract -- Enable an agent or manager to edit an open contract that is related to the parent install base item in the Customer Service Management application.
Associate multiple install base items to a case -- In the Customer Service Management application, you can associate one or more related install base items to a case to access all items associated with the parent install base item.
Install base characteristics -- Customer service managers can create the characteristics of the install base items, while administrators can capture and track the characteristics of the install base items by using the Customer Service Management application. These characteristics can provide information about the service requirements and verify timely maintenance services for the install base item.
Data model for the Install base item characteristics -- The data model for the install base item characteristics represents how the characteristics of an install base item are stored in the Customer Service Management application. The data model refers to the characteristic values and options and provides a view of how to store a set of characteristics associated to an install base item.
Security roles for the install base characteristics -- You can assign functional and granular roles to Customer Service Management (CSM) users and administrators so that they can access the different capabilities and features of the install base characteristics.
Install base characteristics setup -- Create a set of configurable characteristics for an install base item on the Customer Service Management (CSM) application. You can then view the details about the install base item and the services that are associated to it.
Asset and Install Base Class Synchronization -- You can synchronize the asset class, configuration item (CI) class, and the install base class by mapping the model categories in the Customer Service Management (CSM) application. With this synchronization, the data can flow between the different entities because the same information is replicated on both entities.
Install base life cycle synchronization -- You can synchronize the Life cycle stage field and the Life cycle stage status fields with the State and Status fields on the install base form so that you can track the lifecycle of an install base entity.
Install base hierarchy visualization -- Use the Install Base Hierarchy tab on the CSM Configurable Workspace to view the parent-child hierarchy structure of an install base item.
Installed products -- Create an installed product to track information on the instances that a sold product is deployed on at an account or consumer. A sold product can have multiple installed product records depending on the number of instances of the product in use.
Import installed products with guided setup -- Installed products provide information on the sold products and how they are deployed or installed. Import installed products to create an association between sold products and install base items.
Create installed products -- Create an installed product to create an association between sold products and install base items. Installed products provide information on the instances that a sold product is deployed on.
Common Service Data Model framework for Install Base Management -- The Common Service Data Model (CSDM) framework is a standard set of terms and definitions that you can adopt across all ServiceNow products on the ServiceNow AI Platform. By using this framework, you can effectively track assets through their lifecycle transitions.
Enable custom tabs on CSM workspace record page -- Enable custom tabs which appear after details tab, on CSM default Record page of CSM Configurable Workspace CSM configurable to get access to multiple list and form views for various sold product and product inventory entities.
Configure assets -- An asset is a specific product or instance that is supported for a customer.
Create service contracts -- Service contracts define the type of support that customers receive.
Associate an install base to a service contract -- Associate install base items with a service contract to see the list of all the different service contracts that are associated to an install base item in the Customer Service Management application. By associating an install base, you can set a relationship between an install base and a contract.
Configure entitlements -- An entitlement defines the type of support that a customer receives as well as the supported communication channels.
Create entitlements for CSM entities -- Create an entitlement for a Customer Service Management entity such as an account, a consumer, or a product.
Customer service case entitlement calculation -- When a customer service agent creates a case, the system uses a configurable method to derive the entitlement based on several fields related to the case record.
Customer Life Cycle Management Workflows -- Manage the life cycle of your sold products by activating the Customer Life Cycle Management Workflows (com.snc.customer_lifecycle_mgmt_workflows) application.
Modify a sold product and hierarchy -- Modify a sold product and its complete hierarchy on the CSM Configurable Workspace so that you can update its existing configurations. For example, you may want to modify a sold product's characteristics and the line items (hierarchy) that are associated with it.
Modify a sold product to create a quote -- Modify a sold product and its complete hierarchy on the CSM Configurable Workspace to generate a quote for any updated characteristics or configurations. For example, a customer may want to find the price to modify a sold product's characteristics and the line items (hierarchy) that are associated with it.
Resuming sold products -- Resume sold products to create a resume order on the CSM Configurable Workspace.
Resume a single sold product -- Resume sold products to create a resume order on the CSM Configurable Workspace.
Extension points for workflows -- Override existing scripts or call custom scripts for the workflows by using extension points on the ServiceNow AI Platform.
Product inventory configurations -- You can select one or more product inventory records to update their configurations and perform the Modify,Suspend, Resume, and Disconnect operations.
Modify product inventory records -- Perform the Modify operation on a single product inventory record that results in the creation of an order on the CSM Configurable Workspace to update its existing configurations. For example, you may want to add or delete an optional product inventory or update its configurations.
Modify product inventory records to create a quote -- Perform the Modify operation on a single product inventory record that results in the creation of a quote on the CSM Configurable Workspace. For example, you might want to add or delete an optional product inventory or update its configurations.
Suspend product inventory records -- Perform the Suspend operation on single or multiple product inventory records that result in the creation of orders or quotes on the CSM Configurable Workspace. By suspending a product inventory, you can pause your services for a period of time.
Resume product inventory records -- Perform the Resume operation on single or multiple product inventory records that result in the creation of orders or quotes on the CSM Configurable Workspace. By resuming a product inventory, you can restart a product or service.
Disconnect product inventory records -- Perform the Disconnect operation on single or multiple product inventory records that result in the creation of orders or quotes on the CSM Configurable Workspace so that you can permanently disconnect a product and its services.
Use hierarchical list view for product inventories -- Customer service agents can view product inventories line items as a hierarchical list, which helps to view the parent and child relationship between product inventories.
Configuring Contracts and Entitlement Workflows -- Configure the Contracts and Entitlement Workflows plugin (com.sn_contract_ent_wf) to generate and modify contracts using order management.
Creating contracts and entitlements -- After a product offer is selected by the customer and the product is sold to the customer, this workflow creates contracts and entitlements based on the services associated with that sold product and the extra services that the customer has purchased.
Setting up Customer Contracts and Entitlements -- Configure the features and components of Customer Contracts and Entitlements to enable a seamless, end-to-end service experience including after sales services for your customers.
Create a characteristic -- Create a characteristic that can be associated with an entitlement or customer contract line.
Data models -- Create structured and flexible data models to represent the need across various industries.
Configure Service Model Foundation -- Configure the Service Model Foundation feature to enable a foundational data model framework. You can use this framework to create structured and flexible data models that represent your business needs.
Overview -- The Customer Service Management (CSM) application includes the Service Model Foundation framework, formerly named Industry Data Model, which enables you to model the business organization structure, customer organizations, and relations between them.
Data model -- The Service Model Foundation data model defines the underlying structure that supports data consistency and relationships across Service Model Foundation. The data model explains its purpose, including how entities such as services, locations, and accounts are organized and connected through the entity-relationship Diagram (ERD) and reference architecture. It provides a unified view of data design, confirming scalability, integrity, and seamless integration across Service Model Foundation components.
Use cases by industry vertical -- The Service Model Foundation data model is vital for modeling the business organization structure. It can be configured and applied across different industry verticals. Each example demonstrates how internal and external business locations, service organizations, and customer relationships are structured to support real-world operational models.
Personas -- Understand the key personas involved in managing and using Service Model Foundation and their responsibilities in supporting business locations and service operations.
Roles -- Roles that are included with the plugins that enable the Service Model Foundation feature.
Service Model Foundation Granular admin roles -- Granular admin roles enable organizations to assign specific administrative permissions based on functional responsibilities, replacing broad admin access with targeted role assignments.
Responsibilities -- A responsibility, or responsibility definition, describes a role or a function that supports a customer. Use responsibility definitions to create relationships between an agent and a customer or between two consumers.
Relationships -- Create relationships between an agent and a customer or between two consumers that provide additional access to customer data.
Tables and plugins -- Tables that are included with or modified by the plugins that enable the Service Model Foundation feature.
Table access by role -- The user roles that can access the Service Model Foundation tables.
Modules -- The Service Model Foundation plugins add several modules to the application navigator.
Cases -- Location agents and location consumer agents at a business location can create cases for accounts, contacts, consumers, and households.
External business location (EBL) as a fulfiller -- External business location (EBL) as a fulfiller enables partners, external agencies, and franchises to fulfill customer cases. You can use this capability to maintain consistent customer experiences across both internal and external business locations.
Access limitations for external location agents -- Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location agent persona.
Business locations -- Use the business location entity to create an organizational structure that includes internal and external business locations such as stores, branches, franchises, and dealerships.
Service organization install base -- Extend proactive customer support to the Service Model Foundation by tracking products and services at service organizations.
Activate plugins -- In the Customer Service Management (CSM) application, you must activate the Business Location (com.snc.business_location) and Customer Household Data Model (com.snc.household) plugins to enable the Service Model Foundation feature.
Business location plugin -- Activate the Business Location plugin to manage customer service for business locations.
Integration with Sales Customer Relationship Management -- Integrate Service Model Foundation with Sales Customer Relationship Management to enable business locations to operate as sellers. This integration triggers sales quote generation, order capture, and fulfillment.
Roles and responsibilities -- After successful integration of Order Management with Service Model Foundation, various roles are added to the list view menu.
Create an order for business organizations -- Begin the ordering process in Order Management for business organizations by selecting a customer account or consumer and entering the required information to create a product order.
Quote management for business organization -- Integrate Service Model Foundation with Quote Management for business organizations to streamline operations and optimize the end-to-end life cycle for quote management.
Roles and responsibilities -- After successful integration of Order Management, the following menu items and roles are added to the list view menu.
Create a quote for business organizations -- Create a quote and manage the price breakdown of the products by verifying product price details. Agents can analyze price details, discuss with customers and resellers, and decide on the proposed quote.
Roles and responsibilities -- After successful integration of Opportunity Management with Service Model Foundation, various roles are added to the list view menu.
Activate query rules -- Set the query rules system property [sn_cs_queryrules.use_query_rules] value to true. For upgrade customers, once set to true, you must migrate any changes made in before query business rules to the query rules feature and validate them.
Configure forms and lists -- Configure forms to add the fields and related lists that are necessary to support the business location and household data models.
Create a business location -- Establish internal and external locations so that users and consumers at a business location can create accounts, contacts, consumers, and households.
Create an internal business location -- Create an internal business location to enable users and consumers to create accounts, contacts, consumers, and households.
Create an external business location -- Create an external business location to enable users and consumers to create accounts, contacts, consumers, and households.
Tracking the location details for a service organization -- By tracking and capturing the location details for a service organization, you can provide Field Service Management, Walk-up Experience, and appointment booking capabilities.
Common attributes of service organizations -- By using common attributes to establish a unified reference architecture and data model, you can extend the Customer Service Management data model to support your service organizations.
Add company records -- Create a company record and associate it to an internal or an external business location.
Virtual Agent support for business locations -- Customer service agents receive chat requests from your business location staff members on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage the cases more efficiently if your staff members fill out a pre-chat survey first.
Chat with Virtual Agent from the Business Location Service Portal -- Provide the information needed about a case and its resolution by completing a pre-survey on the Business Location Service Portal. This pre-chat survey lets the customer service agent or Virtual Agent know your location and key case details, so you don’t have to repeat them.
Create customer projects -- Create customer projects at internal or external business locations to manage location openings, renovations, closings, or other location-specific initiatives.
Add staff members to a business location -- Add users as staff members to a business location so that they can support accounts, contacts, consumers, and households.
Assign responsibilities -- Use the responsibility data model to assign responsibilities to an organization member.
Assign roles -- Assign roles to internal and external users to facilitate proper access to service organizations, business locations, and households. By assigning required roles, you can enable each user to have the necessary permissions to perform their tasks effectively.
Setting up assignment groups -- Associate your assignment groups with an internal or an external business location. This association forms a one-to-many (1:M) relationship, which means, one or more groups can be associated with a service organization. This process makes it easier to route cases to the appropriate team member using the inter-organization support capability.
Create a group -- Create groups to assign work to team members based on specific requirements such as skills, location, and product models. This approach enables you to route cases to the appropriate team members.
Configuring a group -- Set up the group by adding members and assigning them the necessary roles. The group members inherit the roles of the group, so you don’t have to assign roles to each member separately. This setup enables members within a group to perform specific field service tasks, filtered by location, skills, product models, and so on.
Add members to a group -- Set up the group by adding members and assigning them the necessary roles. The group members inherit the roles of the group, so you don’t have to assign roles to each member separately. This setup enables members within a group to perform specific field service tasks, filtered by location, skills, product models, and so on.
Assign required roles -- Set up the group by adding members and assigning them the necessary roles. The group members inherit the roles of the group, so you don’t have to assign roles to each member separately. This setup enables members within a group to perform specific field service tasks, filtered by location, skills, product models, and so on.
Associate a group to a business location -- Associate a group with the desired business location by establishing a one-to-many (1:M) relationship. This association helps you assign cases directly to the appropriate assignment groups.
Associate products and services -- By setting up the relationships between organizations and users in the Customer Service Management (CSM) application, your organization can associate the products and services with the service organization (SO). The SO staff can address the customer queries about the products and services at a business location and even raise a case on the behalf of their customers.
Setting up inter-organization support -- Provide your agents at a business location with the visibility into other business locations that they support using the inter-organization support capability. This way, you can enable location support agents to resolve cases raised by other business location.
Configuring business locations -- You can track the relationship between requesting and fulfilling service organizations. You can set hierarchy or relationship-based support criteria for your business locations.
Define the service configuration type -- Define the configuration type to provide service to customers or business locations within any service organization (SO) using the Customer Service Management (CSM) application.
Associate customers or locations to a service organization -- Associate your customers or business locations with a service organization (SO) using the Customer Service Management (CSM) application. By linking customers or business locations to the service organization, staff can create or resolve cases for customers and locations raised by other business locations.
Tracking the customers serviced by a business location -- You can track the customers that are serviced by the business location in the Customer Service Management (CSM) application. Your organization can associate your customers, accounts, and households with business locations and even create or resolve cases on the behalf of customers.
Create the criteria for a service organization -- Define the criteria within organization criteria [service_organization_criteria] table so that you can later associate your service organizations to a service or your customers to a service organization. You do this task in the Customer Service Management (CSM) application.
Create relationships -- Use relationships to provide internal and external users with additional access to customer data.
Household-member relationship for an install base item -- Your customer service managers can set up a household-member relationship among the members of one household by using the Customer Service Management application. The established relationship between the consumers in that household means that only the household members can access the install base items.
Consumer relationship for an install base item -- Your customer service managers can set up a relationship between two consumers, even if the consumers belong to different households. This relationship can be set up with the Customer Service Management application. An authorized representative can access all the consumer install base items that don't belong to any particular household.
Configure customer data models for B2B2C -- Enable business customers to support their end consumers by creating cases and tracking services for products and offerings, using the business-to-business-to-consumer (B2B2C) data model.
Customer service business models -- The Customer Service Management (CSM) application provides different business models that you can use to support your business needs. Select a business model based on the type of services and support that you provide to your customers.
Customer data models for B2B2C -- The customer data model for B2B2C supports complex business models with multi-level customer relationships. This model can be used to support employees of a business customer or end consumers of a business customer.
Activate customer data models for B2B2C -- Activate the customer data models for the B2B2C plugin (com.sn_csm_b2b_consumers) if you have the admin role. If they aren't already installed, the application includes demo data and installs related ServiceNow Store applications and plugins.
Configure the Case list for B2B2C -- Enable account consumers to view the Account, Contact, and Consumer fields for the customer self-service view.
CSDM guidelines -- CSM enables you to provide service and support for your external customers through communication channels such as the web, email, chat, telephone, and social media. The goal of this use case is to understand how CSM key entities work with the core CSDM framework.
Customer Service Management and CSDM tables -- Customer Service Management manages and uses CSDM tables. Several ServiceNow products benefit from and add value to Customer Service Management.
Customer Service Management examples -- In this example, the CSDM helps the fictitious ACME technology company use CSM to manage network monitoring services for customers.
Organize agent workspaces -- Configure agent workspaces and boost efficiency by optimizing interfaces, setting up case management and routing, and integrating tools for smooth case handling.
Case management -- Set up case management features to enable agents and customers to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of customer issues. Configure service definitions to create connections between products, services, and case types.
Configure case management -- Configure the Customer Service Management features and components that agents and managers use to create and resolve cases.
Cases and case tasks -- Customer service cases store information about customers, their questions and issues, and related information. Case tasks are created and assigned to users to complete the work necessary to resolve cases.
Configure a Case form view -- The Case form contains detailed information about a customer issue or problem. Configure a Case form view to display the desired fields and related lists.
Configure SLA definitions for customer service cases -- A service level agreement (SLA) specifies the time within which service must be provided. Configure SLA definitions that include the necessary information to create and progress SLAs for customer service cases.
Route and assign cases -- The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents.
Configure case routing and assignment -- The case routing feature uses matching rules and assignment rules to identify cases that meet certain conditions and then route those cases to customer service agents.
Create a matching rule for case routing -- Create a matching rule for a customer service case that identifies the case attributes as well as the agent resources.
Reverse matching -- Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.
Invoke the MatchingRuleProcessor API -- After you create one or more matching rules, you can invoke the MatchingRuleProcessor API and run the rules.
Configure Skills Management -- Manage skill data in a central location for customer service agents and work items.
Mandatory skills -- Use the mandatory skills feature to identify any skills that are required for agents and technicians to work on customer service cases and field service work orders and tasks. Then assign cases and tasks to agents and technicians who have those required skills.
Configuring mandatory skills -- Configure the mandatory skills feature for use with the Customer Service Management and Field Service Management applications.
Migrate skills to the Task Skill table -- Migrate data from the Skills field to the Task Skills table to utilize mandatory skills support for executing tasks in a case or work order.
Configure assignment workbench -- The assignment workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.
Configure major issue management -- Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.
Install the Major Issue Management application -- You can install the Major Issue Management application (com.sn_majorissue_mgt) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure case synchronization -- Configure the major issue management system properties to enable synchronization between major cases and associated child cases.
Now Assist for CSM Major Issue Management Properties -- The Now Assist for CSM Major Issue Management application is configured through the NowAssistMajorIssueExtPoint extension point and the trigger conditions on the Major case agentic workflow flow. This reference describes every configurable property, the valid values, the default, and the impact.
Targeted communications -- The Targeted Communications application provides the ability to create and send articles and emails to internal and external customers.
Recipients lists -- Create the recipients list for a targeted communications that can include internal users, customer, accounts, contacts, and consumers. You can create the recipient list using the methods of user import, dynamic lists, or scripting.
Publication workflows -- The Targeted Communications application (com.sn_publications) includes default workflows that are used for publishing articles.
Add or remove an approver -- Facilitate approval process by adding or removing approvers from your publication workflow.
Edit a recipients list -- Modify targeted communication recipient lists using Dynamically Added column in Recipients related list.
Create a publication -- Create a publication to send articles or emails to internal or external customers. You can specify the content type and include an optional email.
Publish a publication -- Automatically publish a publication with an optional email notification to send to customers.
Create a recurring publication -- Review publications to either accept or reject them. You must have the publication’s approval role to review the publication. If the publication is not reviewed before the Publish Date, the publication is rejected.
Preview an email notification -- Before sending a publication, authors or administrators can preview the email notifications, reviewing the recipient list, subject information, and publication content.
Update a publication -- You can make changes to a publication that is in the Author or Review stages.
Send a publication for review -- Send publications for review, either the author or administrators, from the Author stage, triggering a transition to the Review stage. Approvers are automatically added to the Approvers related list.
Review a publication -- Users with the publications approver role that have been added as approvers to the publication workflow can review a publication.
View approvers for a publication -- Access and review the assigned approvers for a publication sent for review in Targeted Communications.
Track a publication -- Access a list of recipients for a publication and see which recipients have viewed the content.
Expire a publication -- Expire a published article before it reaches the Expiry Date.
Cancel a publication -- Cancel a pending publication before it reaches the publish date.
View a publication -- Access the details of a publication and review them using the Targeted Communications menu.
Case action status -- The case action status feature displays the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention.
Activate Case Action Status -- Activate the Case Action Status application to use the case action status feature. You can install the Case Action Status application (com.snc.csm_action_status) if you have the admin role.
Activate Action Status Automation -- You can install the Action Status Automation application (com.sn_action_status) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure case action status -- The case action status feature displays the status of cases in the Cases list. Customer service agents can use this feature to easily identify cases that need attention and quickly prioritize their work.
Actionable case flows -- Actionable case flows contain predefined user actions that automatically create and resolve blocking tasks for customer service cases.
Configure actionable case flows -- The Case Action Status plugin provides several actionable case flows that create and resolve blocking tasks for different case-related actions.
Blocking tasks -- Certain agent actions trigger case flows which create and resolve the blocking tasks for customer service cases. These tasks determine the case action status.
Case action status analytics -- The Customer Service Manager dashboard displays the percentage of the case backlog that is waiting for an agent response, customer input, or a response for other users.
Case action status logging -- Logging for the case action status feature uses a metric definition to view information about blocking tasks associated with customer service cases.
Create cases as a proxy contact -- The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers.
Notifications for resolved cases -- Customers receive notifications about resolved cases that are automatically closed if no action is taken.
Install the CSM Extension for Proxy Contacts -- You can install the CSM Extension for Proxy Contacts application (com.snc.csm_proxy_contacts) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure auto close resolved cases -- Use the auto close resolved cases feature to close cases automatically in the Resolved state if customers choose not to take action.
Case and account escalation -- Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.
Configure escalation management -- Escalating a case or account raises awareness about important customer issues, facilitates communication, and enables users to track progress towards a resolution.
Create an escalation severity -- The escalation severity defines the type of escalation and the color used to represent the cases and accounts of this escalation severity in the user interface.
Case and account escalation form -- Customer service agents use the Escalation form to manage escalations for cases and accounts.
Configure case digests -- The Case Digests application enables you to provide periodic updates and resolution information about high priority customer service cases to customers and internal stakeholders. You can install the Case Digests application (com.sn_csm_case_digest) if you have the admin role.
Customer Service case digests -- Use the case digests feature to provide periodic updates and resolution information about high priority customer service cases to customers and internal stakeholders.
Case action summaries -- Use a case action summary to provide updates to customers and internal stakeholders while a case is in progress.
Post case reviews -- Use a post case review to capture details about a resolved case, including a summary of the issue, affected assets, root cause, resolution, and any preventive measures.
Post case review record states -- Post case review records can be in a number of different states as they are created, approved, and published.
Create a case digest table map -- Create a table map to configure the fields that are copied from the case record to the post case review or the case action summary records.
Create a table map for case types -- Create table maps to configure the case type fields that are copied from a case record to the post case review or the case action summary records.
Customer service case types -- A case type defines the processes and data for resolving a specific type of customer issue. Use case types to create and configure the customer service case types your organization needs.
Configuring customer service case types -- Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue.
Configure case type ribbon settings -- Create a ribbon configuration for a case type or enable ribbon configurations to be inherited by the case type.
Configure case type declarative actions -- Configure declarative actions that enable agents to create cases and case tasks from different locations within CSM Configurable Workspace.
Configure the service selector modal size -- The service selector modal displays a list of available services to an agent when they are creating a case. Users with the admin role can configure the size of the service selector modal.
Enable the case type single select property -- Enable the case type single select property so that customer service agents can use the case type single select version of the case type selector and create cases of a specific type with one click.
Create a configuration for case type single-select -- Create a configuration for the single-select version of the case type selector and define the fields and values that the system uses to auto-populate the Case form.
Case type selector -- The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.
Product Service Select version -- With the Product Service select version of the case type selector, agents can create cases of the correct type based on the selected product or service.
Case task type selector -- The case task type selector is a component that provides customer service agents with a way to create the right types of tasks while working on cases.
Onboarding case type -- Agents can use the onboarding case type to capture the details when onboarding customers for a product or service.
Social media communication channel -- Use the social media communication channel to associate social profiles and social media conversations with cases.
Components installed with case types -- Several types of components are installed with the Customer Service Case Types plugin (com.snc.csm_case_types), including components that support the service definitions feature.
Task Plan Templates -- Use a task plan template to define the repeatable tasks and records that must be created for a business process. When the template is applied, these tasks and records are automatically created.
Task plan templates states and actions -- A task plan template can be in one of the following states: Draft or Published. It can also be active or inactive. Each state includes an available set of user actions.
Template item actions -- Template items have an available set of actions, including row-level actions that enable users to create new template items and to edit, clone, and delete template items.
Create a task plan template -- Create a task plan template that includes template items, such as tasks, that are automatically created when the task plan template is applied.
Create a template item -- Create one or more template items, such as a task or record, for a task plan template. When the task plan template is applied, these records are automatically created.
Create a child template item -- Create one or more child template items, such as a task or record, for an existing template item to create a task hierarchy.
Create a template item condition -- Create conditions for a template item after the template item has been created. These conditions determine when a template item is created when the task plan template is applied.
Clone a task plan template -- Clone an existing task plan template to create a new template that includes the items, conditions, and hierarchy of the original template.
Clone a template item -- Clone an existing template item to add to a task plan template.
Task Plan Templates tables -- The Task Plan Templates application includes tables that store task plan template, template item, and template item condition records.
Document References in Task Plan Templates -- Document references in task plan templates allow documents to be associated with tasks or cases and made available to task owners. This capability supports adding, viewing, and managing documents within template items, ensuring task owners have access to the required files when working on assigned tasks or cases.
Task dependencies for task plan templates -- Task dependencies control the execution order of tasks, cases, and case tasks in a task plan template, reducing ambiguity and supporting predictable sequencing.
Add and Manage Task Dependencies -- Add, edit, and manage dependencies within template items so that tasks execute in the correct sequence and follow defined dependency rules.
Add task dependencies between template items -- Add dependencies between template items in a task plan template to control the sequence in which tasks are available to agents after the template is applied.
Task Plan Templates roles -- Roles included with the Task Plan Templates application enable users to view, create, and edit task plan templates, template items, and template item conditions. Users can use these defined templates to automatically create tasks, child cases, and child case tasks for different types of cases.
Sharing task plan templates -- Sharing task plan templates ensures that only authorized users can create, edit, and manage templates. It involves setting access controls, defining roles and responsibilities.
Share a task plan template from the workspace -- Share a task plan template with specific users, groups, service organizations, or organization criteria directly from the Task Plan Templates workspace.
Notify users when a task plan template is shared -- Notifications ensure that all relevant users, groups, service organizations, and members are promptly informed when a task plan template is shared. Notifications supports operational integrity and transparency in template governance.
View task plan template executions -- View tracking and diagnostic information for every execution of task plan templates in the Task Plan Template Executions table. The information available includes success, failure, and skipped details, along with references for traceability.
Order Operations Case Management -- The Order Operations Case Management application enables customer service agents to create cases for multiple customer orders or for specific products within an order.
Order case pages -- The Order Operations Case Management application includes record pages that display order cases and order case line items in CSM Configurable Workspace.
Order case record page -- The Order case record page displays information about order cases and the associated list of order case line items in CSM Configurable Workspace.
Order case line item page -- The Order case line item page displays information about an order case line item associated with an order case in CSM Configurable Workspace.
Order case intake page -- Customer service agents use the Order case intake page to capture the initial information when creating a new order case.
Order case and order case line item states -- Order cases and order case line items move through several different states as agents work to resolve the individual case lines in order cases.
Creating an order case -- Agents can create order cases from a customer order, from an interaction record, or from the Order Cases list view in CSM Configurable Workspace.
Create an order case -- Create an order case for a customer order or for selected order lines.
Add orders or order lines to an order case -- Add orders or order lines to an existing order case. You can also delete orders or order lines from an existing order case.
Order case form -- The order case form displays details about an order case.
Order case line item form -- The order case line item form displays details about an order case line on a case record.
Installed components -- Several types of components are installed with the Order Operations Case Management application, including tables, roles, and service definitions.
Case Lines and Workflows -- The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents and customers with the sn_customerservice.customer role can use these line items to capture, track, and resolve multiple related issues in a single case.
Case line record pages -- The Case lines and workflows application includes record pages that display case line items, case line characteristics, and case line tasks in CSM Configurable Workspace.
Case line item page -- The case line item page displays information about a case line item associated with a case.
Case line task page -- The case line task page displays information about a task created for a case line item.
Case line item states -- A case line item can be in one of several different states as agents work to resolve a case and the associated case line items. The case line items in a case can be in different states as the agent works to resolve each issue.
Case Management for Invoice Operations -- The Case Management for Invoice Operations application enables customer service agents to create cases for specific lines from a single invoice or for multiple invoices.
Invoice case pages -- The Case Management for Invoice Operations application includes record pages that display invoice cases and invoice case lines in CSM Configurable Workspace.
Invoice case and invoice case line states -- Invoice cases and invoice case lines move through several different states as agents work to resolve the individual case lines in invoice cases.
Installed components -- Several types of components are installed with the Case Management for Invoice Operations application, including tables, roles, and service definitions.
Invoice case form -- The invoice case form displays details about an invoice case.
Invoice case line form -- The invoice case line form displays details about an invoice case line.
Service definitions -- Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the correct type to support those service requests.
Service definition roles -- Service definition roles included with the Customer Service Case Types plugin enable users to view, create, and update service definitions, service definition categories, and service definition category relationships. Agents and end users can use these definitions and categories to view and create cases based on the selected service.
Service definitions with catalog items -- Enable service definitions to use service catalog items. Agents can select these catalog items and use the associated record producers to create cases of the correct type in CSM Configurable Workspace.
Service recommendations for interactions -- Recommend the most relevant services to an agent based on the context of an interaction record, such as the short description or description.
Configuring service definitions -- Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services.
Create a service definition -- Create a service definition record in the Customer Service Management (CSM) application to establish connections between products, services, and case types.
Create a service definition category -- Create a service definition category record in the Customer Service Management (CSM) application. Then use the category to create logical groupings of service definitions.
Configure user criteria for a service definition -- After creating a service definition, configure user-specific criteria to control which users can access and use that service definition to create a case.
Create entity criteria -- Create an entity criteria record to define customer-based conditions, either for selected accounts (B2B) or consumers (B2C). These criteria can be applied to filter which customers are eligible for specific services.
Configure default field values for a service definition -- Configure default values for fields in a service definition's target table. When a record is created for this table, the system uses these values to auto populate record fields.
Configure related services for a service definition -- After creating a service definition, you can associate one or more related services with the service definition. This creates a parent-child relationship between service definitions.
Associate service organizations with a service -- Associate your service organizations with a service by using the Customer Service Management (CSM) application. With this association, your service organization (SO) staff can address customer queries for products and services offered at the business location and can raise a case on the behalf of the customer.
Add a case type to the Case interceptor -- In the Core UI, the Case interceptor lists the types of customer service cases that an agent can create. If you create a case type and you want that case type to appear in the Case interceptor, you need to add it to the Case interceptor configuration.
CSM Configurable Workspace -- CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.
CSM Configurable Workspace overview -- CSM Configurable Workspace is a ServiceNow workspace specifically designed for customer service agents. This workspace is designed to improve user efficiency and facilitate resolutions and can be configured using UI Builder.
CSM Configurable Workspace features -- CSM Configurable Workspace provides several different tools and features that agents can use to assist customers, research issues, and resolve cases.
Interface -- The CSM Configurable Workspace interface provides agents with the tools and information they need to resolve interactions and cases.
Landing pages -- A landing page is an initial view of your workspace. Landing pages present content tailored to a user’s assigned role and provide the information they must get started with their work.
CSM Landing Page -- The CSM Landing Page provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics.
CSM Landing Page - Premium -- The CSM Landing Page - Premium provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics.
Dashboard landing pages -- Enable your users to display, customize, and share dashboards in CSM Configurable Workspace and use these dashboards as landing pages.
List views -- The CSM Configurable Workspace list views provide filtered lists of cases, interactions, and other records such as accounts and contacts. Agents can also create and save their own lists.
Form features -- Use features available on CSM Configurable Workspace forms to view fields with unsaved changes, edit the text in the record header field, and view special handling notes.
Form headers -- Form headers in CSM Configurable Workspace provide agents with a brief description of the case.
Form ribbon and components -- The form ribbon provides includes components that display relevant information about a case and provide agents with a quick overview of the case details. These components can include a contact or consumer summary, a timeline, and SLA details.
Contextual side panel components -- Use the contextual side panel to quickly access tools and information directly from the record page, helping agents research and resolve customer issues without leaving the case view.
Activity stream -- The activity stream helps agents stay informed by displaying a running history of updates and communications within a CSM Configurable Workspace record like field changes, comments, work notes, and emails.
Modeless dialogs -- Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails.
Workspace dock -- The dock is a bar at the bottom of the workspace where agents can see drafts of current comments, work notes, or emails at a glance.
Form templates -- Create and edit form templates for use in CSM Configurable Workspace and then use the templates to automatically populate fields on case and interaction records.
Chat summarization -- Use the chat summarization feature to automatically create summaries of chat conversations. The chat summary enables an agent to quickly gain an understanding of the interaction without reading the entire transcript of the conversation.
Chat session tabs -- Use visual indicators on chat session tabs, such as colors and icons, to alert agents to unread chat messages and SLA threshold timers.
Configure chat session tabs -- Configure settings such as duration and color for the chat SLA threshold timers for a selected workspace in the Conversational interfaces (CI) Admin Console. These timers alert agents to unread messages in inactive chats.
Edit or remove chat session tabs -- Edit the settings for configured SLA threshold levels, add or remove SLA threshold levels, or remove workspaces from the Configured workspaces list in the Conversational interfaces (CI) Admin Console.
Interaction wrap up with modeless dialog -- Interaction wrap up provides agents with dedicated time after each call or chat to finalize interaction details. Agents can use this time to wrap up their work before starting a new conversation.
AI interaction wrap-up -- AI interaction wrap-up provides agents with AI assistance during the interaction wrap-up period. Use this feature to generate wrap-up content for interaction records, such as the wrap-up code and notes.
Activity timer log -- The activity timer log feature automatically tracks the time that agents spend working on cases and interactions in CSM Configurable Workspace. The feature monitors agent activity, pauses when agents navigate away from records, and provides detailed time reports for project tracking.
Activity timer log components -- The activity timer log feature is available with the Activity Timer Reporting plugin (sn_activity_timer_reporting). This plugin adds user tables, user roles, UIB page properties, a script include, and a scheduled job.
Customer Central -- Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers.
Customer History component features -- Customer service agents can use several features in the Customer History component to view customer, consumer, or account history information.
Lookup and verify -- The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.
Case action status -- The case action status feature displays the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention.
Third-party data integration for CSM -- The third-party data integration feature enables you to retrieve data from third-party applications and display the data in Agent Workspace for CSM without having to store it in your ServiceNow instance.
Solution overview -- A typical enterprise ecosystem includes enterprise resource planning (ERP), sales management, and service management systems. There are multiple options for implementing the integrations between these systems.
Solution components -- These components require configuration by the system administrator to use third-party data integration with Agent Workspace for CSM.
Sample remote table script -- The remote table script can be designed to pull records from a third-party application. This script is called when a query to access data in the remote table is made.
Reference Salesforce integration using remote tables -- In this example, the Customer Account table is extended to include an associated Salesforce Account ID which, in turn, is used to retrieve Salesforce opportunities associated with this account. The remote table is used to hold the retrieved opportunity data.
Using remote tables and the Salesforce spoke -- Create Salesforce spoke actions that you can use to test the third-party data integration. Then use these actions in the remote table definition.
Retrieve opportunities -- The Salesforce spoke provides actions to retrieve metadata of the opportunity record and create a new opportunity.
Get All Opportunities custom action -- The Get All Opportunities action retrieves opportunity records from the Salesforce application. This action is invoked when you view the remote Opportunity table.
Get Opportunities for Account Id custom action -- The Get Opportunities for Account Id action retrieves opportunity records for the specific Salesforce account. This action is invoked when the agent views a Salesforce opportunity available for the customer account based on the Salesforce account associated with it.
Get Opportunities Details custom action -- The Get Opportunities Details action retrieves a single Opportunity record from the Salesforce application based on the record Id. This action is invoked when the user opens the form for the Opportunity record in the remote table.
Remote tables and definition -- Once you have the spoke custom actions working, you need to create a remote table that describes the schema for the data to be retrieved from the Salesforce Opportunity table.
Example script that queries the Opportunity table -- This example script queries the opportunity table using the Get All Opportunities, Get Opportunities for Account Id, and Get Opportunity Details custom actions.
Connect opportunities to customer accounts -- Use a related list to link the Customer Account table with Salesforce Account Id, and the Salesforce Opportunity remote table with the same Account Id.
Record pages and page templates -- Use record pages to display information in CSM Configurable Workspace. Use page templates to create record pages.
Creating pages and page variants -- You can create new pages or customize existing pages in UI Builder to display table and record information in CSM Configurable Workspace.
Page templates -- A page template is a blueprint of a record page that you can use to create a new page or page variant in UI Builder.
Record pages -- A record page provides the base structure for how a record is displayed in CSM Configurable Workspace. This includes records such as cases, tasks, and interactions.
Front-line case page -- The Front-line case page provides a simplified case view that enables front-line agents to quickly gather context, categorize cases, and provide prompt responses to customers.
Create action layout group -- The Create action on the Front-line case page displays a list of available actions that agents can select.
Front-line case page keyboard shortcuts -- Use keyboard shortcuts to create comments, work notes, and emails quickly, when using the Front-line case page in CSM Configurable Workspace.
CSM default record page -- The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.
CSM Interaction record page -- The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages.
Email Interaction record page -- The Email interaction record page enables agents to manage email conversations with customers using interaction records.
CSM voice interaction record page -- The CSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.
CSM centered chat interaction record page -- The CSM centered chat interaction record page provides a chat component in the center of the workspace that agents can use to handle customer chat conversations.
Set record page order -- Set the order value of a record page to determine the default page for displaying records in CSM Configurable Workspace.
Components -- Content pages in CSM Configurable Workspace, such as record pages, are made up of reusable components that display information or enable agents to complete tasks.
Record List component bundle -- The Record List component bundle is a list component bundle that uses a dedicated controller to configure list actions such as sorting, filtering, and grouping.
Lookup component -- Use the lookup component on interaction record pages in CSM Configurable Workspace to look up, link, and verify a contact or consumer on an interaction record.
Task SLA cards component -- The Task SLA cards component displays the status of one or more Service Level Agreements (SLAs) for the current record in card format.
Task activity timeline preset and controller -- Use the Task activity timeline preset and controller to add the Timeline component as a standalone component on task record pages such as case or incident.
Collaborate component -- Use the Collaborate component in CSM Configurable Workspace to communicate with stakeholders and gather information for case resolution.
Set up CSM Configurable Workspace -- Set up CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.
Create a landing page -- Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components.
Set up a ribbon configuration -- Create a ribbon setting and add that setting to a ribbon configuration for CSM Configurable Workspace.
Set up a form header -- You can create a form header for use in CSM Configurable Workspace.
Set up a form action -- Create a form action that links to a UI action so that you can use the UI action in CSM Configurable Workspace.
Display form ribbon and form header values -- Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CSM Configurable Workspace.
View unread email counters on interaction tabs -- Unread email counters display on email interaction tabs in CSM Configurable Workspace to help agents track new email activity across multiple interactions.
Configure tabs in the contextual side panel -- Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CSM Configurable Workspace.
Configure response template tabs -- Add a table configuration for the Agent Assist tab or Response Template tab for custom tables or custom case types in the contextual side panel in CSM Configurable Workspace.
Configure activity stream tile colors -- Administrators can control how activity tile colors display in the activity stream for both collapsed and expanded views.
Auto-dismiss alerts -- In CSM Configurable Workspace, alerts automatically dismiss after a set time to reduce alert fatigue and help agents stay focused. By default, Info, Low, and Moderate alerts dismiss after 5 seconds, while Critical and High alerts remain persistent until manually dismissed. Admins can customize the auto-dismiss behavior and timer duration for each alert level.
Customize a record page -- To customize a record page, you first create a variant, or copy, of the page and then make changes to the variant.
Configure the activity timer log -- Configure the activity timer log to appear on selected record pages in CSM Configurable Workspace.
Restore Recommended Actions on record page variants after upgrade -- After upgrading to a newer release, Recommended Actions (RA) may no longer appear on certain record page variants (CSM default record page or CSM Interaction record page), even if it was visible before. This can occur if the RA page is inactive or if the record page uses a customized variant created before RA was introduced as a static tab. Use the following procedure if the RA page exists but is not active for the record page variant.
Set up additional CSM workspace features -- You can set up additional features for use in CSM workspaces. These features typically require plugin activation and some configuration.
Migrating to Configurable Workspace -- If you are currently using CSM Agent Workspace, you can implement CSM Configurable Workspace and continue using some of your existing CSM Agent Workspace configurations.
Explore CSM Configurable Workspace -- CSM Configurable Workspace is a workspace that can easily be configured and extended using UI Builder.
Highlights -- Learn how Workspace highlights function with Configurable Workspace.
Lists -- Learn about how Workspace lists function with Configurable Workspace.
Ribbons -- Learn how CSM Agent Workspace ribbons function with CSM Configurable Workspace.
UI Action Bar -- Learn how the Workspace UI Actions component functions with Configurable Workspace.
Case routing and assignment -- Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CSM Configurable Workspace.
AWA for CSM -- Use the ServiceNow Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Set up an AWA channel for case tasks -- Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users.
Configure AWA queues for the proxy contact role -- Modify the Advanced Work Assignment queues and add routing conditions that support the proxy contact role and the Internal contact field on the Case form.
Agent tools -- Enable agents to resolve cases quickly and efficiently by providing them with tools, such as Guided Decisions, playbooks, dynamic related records, and Customer Central.
Guided Decisions configuration -- Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.
Decision trees in Guided decision -- Decision trees and guidances enable agents to work through a structured troubleshooting process to resolve customer issues faster and provide standardized resolution.
Decision tree elements -- Decision trees are made up of several types of elements including nodes, inputs, and paths.
Decision tree nodes -- Decision trees include several types of nodes, including start nodes, question nodes, guidance nodes, and linking nodes.
Decision tree paths -- A path is created and associated with a node and represents the potential outcome of that node.
Example configuration of a decision tree -- This example demonstrates an end-to-end configuration of a decision tree to help you get started with Guided Decisions. After you configure the decision tree, you can either embed it in a playbook or use it as a recommendation in Recommended Actions.
Preparation for creating a decision tree -- Before configuring a decision tree, process analysts should document the flow of the decision tree using a flow chart including the questions, answers, associated paths, and guidance.
Create a decision tree -- Help Anita create a decision tree that agents can use to troubleshoot a failed credit card transaction. After this step, the decision tree can be configured in Decision Tree Builder.
Install the Guided Decisions Experience application -- You can install the Guided Decisions Experience application (sn_ga_exp) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence: The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Installed components -- Several types of components are installed with the Guided Decisions Experience application, including tables, roles, and guidances.
Create a guidance in the Core UI -- Create a guidance in the Core UI so that you can link the guidance to the guidance node of a decision tree. For example, your agent may attach a knowledge article or propose a solution to a customer to help resolve an issue.
Configure guidance detail experience -- Configure guidance title and description that are displayed to users in recommended actions or playbooks.
Configuring decision trees in Decision Tree Builder -- Configure decision trees using the no-code visual Decision Tree Builder, which provides a canvas for a diagrammatic representation of nodes and their paths in a troubleshooting process.
Add questions or instructions to a decision tree -- Add questions you want to ask your customers or instructions you want to provide to them and configure answer types in a start node in Decision Tree Builder.
Answer types for questions -- Several answer types are available for agents to provide answers to questions in a decision tree.
Add Questions to a decision tree -- Configure a question node in Decision Tree Builder to add follow-up questions or instructions. Answer to these questions either lead to a guidance or a further set of questions.
Link an activated decision tree to this decision tree -- Nest and invoke a decision tree from a linking node when specific conditions are met in Decision Tree Builder. Use nested trees to execute complex troubleshooting and reuse existing decision trees.
Reuse answers at decision points -- Link inputs to reuse answers from prior nodes in Decision Tree Builder. For example, in a decision tree that deals with a loan application, you could reuse the input related to the customer’s salary at multiple decision points to determine the loan eligibility.
Activate a decision tree -- Activate a completed decision tree so you can use it in playbooks created using Playbooks, in recommendations created using Recommended Actions for Service, or in Service Portal.
Validation error notifications in Decision Tree Builder -- Notifications of errors that you might encounter while building and activating a decision tree in Decision Tree Builder enable you to recover easily from errors.
Validation errors -- Several types of errors are displayed for missing or incorrect information in the nodes and paths while saving an element or activating a decision tree.
Link another decision tree to this decision tree -- Nest and invoke decision trees from linking nodes when specific conditions are met. Use guidance output and nested trees to execute complex troubleshooting.
Add a next node after a guidance node -- Add a next node that is a decision node after a guidance node. If a next node is configured, the execution of the decision tree continues after the agent performs the guidance and the guidance history is marked as complete.
Reuse answers at decision points -- Create input mapping to reuse answers from prior nodes. For example, in a decision tree that deals with loan application, you can reuse the input related to the customer’s salary at multiple decision points to determine the loan eligibility.
Delete a decision tree -- Delete a decision tree and all the related version records. All related records such as decision tree versions, nodes, and paths are deleted.
Add Guided Decisions to Recommended Actions -- Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.
Add Guided Decisions to playbooks -- Add decision trees created using the Guided Decisions Experience application to a playbook, so customer service agents can work through it to resolve cases more efficiently.
Add Guided Decision with inputs/outputs to Playbook -- Add decision trees created using the Guided Decision with Inputs and Outputs activity in the Guided Decisions Experience application to a playbook, so customer service agents can work through it to resolve cases more efficiently.
Add Guided Decisions to Service Portal -- Create or edit a page to add decision trees to Service Portal so internal users can troubleshoot their issues.
Playbooks in Customer Service Management -- Playbooks provide customer service agents with step-by-step guidance for resolving specific types of cases. Agents can follow a playbook in CSM Configurable Workspace and complete guided activities to resolve customer issues.
Playbook layout and features -- A playbook includes several features that agents use to complete activities and resolve cases, including the playbook stage picker, activity picker, and activity viewer. Record pages created in UI Builder determine how these playbook features are displayed in CSM Configurable Workspace.
Playbook capabilities -- The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues.
Playbook terminology -- Use the following list of terms to gain an understanding of playbook structure, tools, and configuration.
Playbook page templates -- Use playbook page templates to create pages and page variants for use in CSM Configurable Workspace. These pages and page variants provide agents with either horizontal or vertical playbooks that they can use to complete tasks and resolve cases.
Playbook lookup component -- The playbook lookup component enables agents to look up contact and consumer records.
Playbook contextual side panel component -- The playbook contextual side panel component provides agents with access to tools and information such as the activity stream, templates, and attachments.
Playbook modeless dialogs -- Use modeless dialogs, windows that overlay the main window content, to create and post comments and work notes to the activity stream and to compose and send emails.
Playbook case summarization component -- The playbook case summary component provides agents with a summary of a customer service case, including the issue and the actions taken. Agents can generate summaries to understand case context and post summaries to the case work notes.
Playbook pages -- Use playbook pages in CSM Configurable Workspace so that your agents can view the stages and activities in a playbook, work on activities, and have quick access to in-context information.
Case playbook: horizontal stages record page -- The Case playbook: horizontal stages page is a record page that you can use in CSM Configurable Workspace. This page includes a playbook with a horizontal stage picker that displays across the top of the user interface and persistent information in the left panel.
Case playbook: vertical stages record page -- The Case playbook: vertical stages page is a record page that you can use in CSM Configurable Workspace. This page includes a playbook with a vertical stage picker that displays in the left panel and can track overall progress on the UI in a vertical view.
Activate a playbook page or page variant -- Activate a playbook page or page variant and set the page order. The system uses the active page with the lowest order number to display records in CSM Configurable Workspace.
Customize the page header -- Customize the page header by defining the primary and secondary fields that are displayed in CSM Configurable Workspace.
Customize UI actions -- You can customize the UI actions that appear in the action bar for a playbook page or page variant.
Customize content in the left side panel -- Components that can be added to the left side panel include Customer360, Timeline, Active SLA, or a custom ribbon component. You can update the ribbon component attributes based on the fields you want to display in the left side panel on the playbook page.
Customize tabs in the contextual side panel -- Add customized tabs in the contextual side panel. Agents can use these tabs to view case information, add attachments, view recommendations, and perform other case-related actions.
Customize dynamic related records -- Customize the dynamic related records for a playbook page to display in the contextual side panel in CSM Configurable Workspace. These records dynamically change depending on the context of the current record or playbook activity.
Define an EVAM view configuration -- Create a view configuration to combine conditions, database fields, and declarative actions with an associated view template.
Configure the app route to use an existing subpage -- Create an app route to make an existing page a part of the page collection. For example, the dynamic related record is a global subpage that you can use at any application level.
Playbook applications -- Several playbook applications are available that provide playbooks to onboard customers, manage customer complaints, and resolve issues.
Case Playbook for Onboarding -- Use the Case Playbook for Onboarding to manage the process for taking on new customers or enrolling customers for new products.
Case Playbook for Complaints -- Use the Case Playbook for Complaints to guide agents through the steps that are needed to resolve customer complaints.
Case Playbook for Product Support -- Use the Case Playbook for Product Support to guide agents through the steps that are needed to resolve product issues.
Set up a record generator for case type -- Create a record for a case type by using a playbook record generator. With a record generator, the system creates a record as the first step in the playbook.
Configure an optional activity for a playbook -- Configure optional playbook activities so that agents and fulfillers can insert activities during a playbook run. For example, a customer may want to schedule an optional activity such as making an appointment to visit a location.
Playbooks for Portals -- With Customer Service Management (CSM) playbooks on service portals, you get the step-by-step guidance for the case flow process and the contextual information that you need to successfully complete each stage of the flow and its associated activities.
Set up predefined Playbooks for Portals -- Set up predefined Playbooks for Portals to provide end users with the playbook experience on your service portal.
Activate the record generator -- Activate the record generator to the portal case and display the new guided playbook to the user. Portal users can navigate through the playbook steps to complete the case intake.
Activate guided onboarding in Playbook content items -- Activate guided onboarding in playbook content items and verify that the new content item launches the playbook record generator that is associated with it.
Set up custom Playbooks for Portals -- Create custom Playbooks for Portals to provide end users with the playbook experience on your service portal.
Create a Playbook Content Item -- Create custom Playbooks for Portals to provide end users with the playbook experience on your service portal.
Set up a redirection widget -- Create custom Playbooks for Portals to provide end users with the playbook experience on your service portal.
Enable a reflow for your UI Builder pages -- Enable a reflow for your UI Builder pages. This way, when you’re resizing a window, you don't have to scroll horizontally.
Configure dynamic related records -- System administrators can configure the dynamic related records feature to display related records in the contextual side panel in CSM Configurable Workspace. These records dynamically change based on the context of the current record or playbook activity.
Dynamic related records -- Display related records in the Contextual side panel in CSM Configurable Workspace that dynamically change based on the context of the current record or playbook activity.
Related records shared page -- The Related Records shared page enables you to view records that are related to the current record or playbook activity in the contextual side panel.
Dynamic related record tables -- The dynamic related records feature uses different tables to store context and definition information.
Configure related record contexts -- This type of configuration record defines the context in which related records appear in the Related Records tab.
Associate related record definitions -- Associate the desired related record definitions with a context record to determine which related records appear for the selected record type.
Configure related record definitions -- Related record definitions identify the types of records that the dynamic related records feature can display in the Related Records tab.
Configure Customer Central -- Provide customer service agents with all the information about a customer in one central place by configuring the Customer Information and Customer History views for Customer Central.
Configure lists -- Configure lists for the Customer Information view.
Configure reports -- Configure which reports to display on the Customer Information view.
Configure records -- Configure the records to display on the Customer Information view. For example, a record could provide information on the contact or consumer.
Configure report groups -- Configure the groups of reports to display in a single section on the Customer Information view.
Configure customer information contexts -- Associate each list, record, report, and report group configuration you created with a consumer or contact context, depending on who you want to display the information for.
Configure activity types -- Create an activity type to display in the activity feed on the Customer History view.
Configure activity groups -- Create an activity group and then add activity types to the activity group.
Configure activity type templates -- Create an activity type template to define how to display the activity type data on each of the activity tiles in the activity feed.
Create facets for activity contexts -- Create facets to group the data and enable customer service agents to filter and display the data they want to see in the activity feed.
Enable communication channels -- Set up multiple communication channels so that customers can contact you through their preferred methods.
Consumer messaging apps -- Omnichannel for Customer Service Management (CSM) provides a unified way to handle customer interactions across multiple channels from a single workspace, with centralized routing through Advanced Work Assignment (AWA). Consumer messaging apps are a supported channel type, allowing customers to contact support through familiar messaging platforms while agents work in the same environment.
Chat channel -- Configure the chat channel with the ServiceNow Connect Support feature. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. You can also give users the option of switching to a live agent from a virtual agent.
Pre-chat surveys -- Use pre-chat surveys to capture preliminary information from a customer. From the responses received, Advanced Work Assignment (AWA) routes chat conversations to appropriate queues and groups. Before entering into a chat conversation, the assigned agent can review the context of the issue.
Chat queue -- Define the customer service agents, default chat messages, schedule, and escalation path for the customer service chat queue.
Activate Virtual Agent -- Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.
Customer Service Virtual Agent conversations -- Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent.
Integrate with Facebook Messenger -- Integrate the Customer Service Virtual Agent with Facebook Messenger to enable bot conversations in the messenger.
Chat Zoom Connector -- Resolve issues quickly and engage better with customers with video and screen sharing options in Zoom using the ServiceNow Chat Zoom Connector application.
Configure Chat Zoom Connector -- Install and set up the Chat Zoom Connector application to interact with customers using Zoom meetings initiated from a chat.
Configure application-specific field values -- Use scripted extension points to enable the copying of application-specific field values to interaction records for Zoom meetings initiated from chats.
Email channel -- You can configure an email channel to either create interactions or cases from incoming emails. Email Interaction creates interactions from emails. Email to Case automatically creates cases from emails. The setup process involves configuring email properties, defining flows, and setting up notifications.
Email Interaction -- Like chat and phone channels, Email Interaction enables agents to manage email conversations with customers using interaction records. Agents can create cases when further investigation is needed. This approach reduces unnecessary cases and provides a consistent design for omnichannel interactions.
Activate Email Interaction -- Activate the Email Interaction for CSM plugin (sn_eaai_csm) for new or existing CSM customers. This plugin includes demo data and activates related plugins if they aren’t already active.
View the service channel -- View the service channel configured during the installation of the Email Interaction for CSM application. This service channel facilitates the routing of email interactions through Advanced Work Assignment.
Advanced Work Assignment for email interactions -- Configure Advanced Work Assignment (AWA) to route email interactions automatically to your agents, based on their availability, capacity, and optionally, skills.
Configure flows for incoming emails -- The default email flows are available once you activate the Email Interaction for CSM application. Enable the email flows to activate email processing for automatic creation and updating interactions.
Activate a flow for Email Interaction for CSM -- Activate flows for customers who have the Email Interaction for CSM application configured, enabling efficient workflow automation.
Define a custom flow to create or update email interactions -- Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.
Create an interaction -- Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.
Update an interaction -- Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.
System properties for configuring Email Interaction -- You can manage certain workflows based on system properties, such as enabling or disabling the creation of email interactions for guest users. You can set an inactivity period after which email interactions are automatically closed. Configure the system to create single or multiple outbound email interactions when different agents contact the same customer, enable rerouting, and set reminder periods.
AI summarization of email interactions -- Email Interaction uses AI to generate summaries of email threads, reducing the time agents spend reading full conversation histories. Summaries can be generated on demand.
Ongoing notification for email interactions -- Configure an ongoing notification for email interactions. Configure the ongoing menu item on the toolbar in the CSM Configurable workspace for agents.
Enable agents to reply with email history -- Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template.
Configure email reminders for an interaction -- Set up automatic email reminders to notify customers to respond to interactions that are in the On Hold state due to pending customer responses.
Configure wrap-up codes for email interactions -- Configure internal wrap-up codes that agents use to categorize email interactions when closing them. Wrap-up codes work with both AWA-routed and CCaaS-routed email interactions.
Activate contextual email matching -- Activate the Contextual Email Matching skill in Now Assist Skill Kit to link emails received on closed interactions by analyzing open cases linked to the closed interaction, enabling downstream flows to associate interactions with cases.
Activate email interaction summarization -- Activate the Email Interaction Summarization skill in Now Assist Skill Kit to generate AI-powered summaries of email interactions for CSM agents, reducing the time spent reviewing full email conversation histories.
Email to case -- Set up email addresses that customers can use to submit cases to your team. To help direct cases to specific teams, you can designate email addresses to specific products. While agents work on the cases, they can also email customers with updates and proposed solutions.
Customer service email properties -- Users with the system administrator role can set several properties for the Customer Service Management email communication channel.
Configure process rules for incoming emails -- Create your email-related business processes using Inbound Email Flows. After you receive an email on a specified support email address, you can define rules to create cases and assign the cases to specific teams.
Define rules to process incoming emails -- Define your email-related business processes using Inbound Email Flows. Manage emails along with your customer service processes through a visual Flow Designer interface without having to design or request complex scripts.
Configure email and comment notifications -- Add a script to the email reply or case comment template to include all activities (emails and comments) on a case record in email replies and in email notifications.
Send case replies with interaction emails -- Include emails from related interactions in agent case email responses to provide full context of prior email communications. The history is created by embedding an email script within an email client template.
Phone channel -- Configure phone support for customers with Computer Telephony Integration (CTI), OpenFrame, and Interaction Controls Component (ICC) integrations.
Configure with OpenFrame -- This configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame.
Integrate voice via OpenFrame -- Use OpenFrame events to achieve better integration between Advanced Work Assignment (AWA) and Computer telephony integration (CTI) and aide in improved call routing.
Enable ICC for CCaaS calls and callbacks -- Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow voice reference architecture.
Plugin requirements -- For the Interaction Controls Component (ICC) call features to work, you must have a combination of plugins that can be downloaded from the ServiceNow Store and CCaaS providers.
Set default workspace -- Configure and set a default workspace for contact center agents to let them navigate back to a workspace integrated with Interaction Controls Component (ICC), from any other unsupported workspace.
Configure Omnichannel Callback -- Configure various aspects of Omnichannel Callback for Customer Service Management to enable callback feature based on the specific requirements of your organization.
Omnichannel Callback for Customer Service Management -- Omnichannel Callback for Customer Service Management enables a callback option to be provided for customers when there is a long wait time for a live agent.
Install Omnichannel Callback -- You can install the Omnichannel Callback for Customer Service Management application (sn_callback) if you have the admin role.
Publish the Virtual Agent topics for callback -- Publish the Virtual Agent topics for callback to help your customers request a callback from agents when there’s a long wait time to reach a live agent or agents are unavailable.
Configure callback behavior -- such as enabling agent-scheduled callbacks, setting the maximum number of retry attempts or defining the expiration time, in Omnichannel Callback for Customer Service Management.
Implement Intelligence -- Integrate intelligence features to automate routine tasks and provide relevant content, enabling a quicker, more personalized customer experience.
Recommended Actions configuration -- Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take action to help customers and resolve their issues.
Recommended Actions -- Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field.
Contexts -- A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.
Rules -- A rule is a set of conditions that applies to a context. A rule shows recommendations to agents with certain roles for records that meet certain conditions.
Recommendations -- A recommendation is a way to suggest a helpful action to an agent. A recommendation includes the action and any relevant resources and inputs.
Context inputs -- A context input enables you to associate entities beyond just the context table with a context ensuring that recommendations are updated dynamically as the context evolves.
Guidances -- A guidance is an action that an agent can take or information that an agent can share as they work to resolve tasks, such as customer service cases.
Attach and share article guidance -- The Attach and share article guidance recommends relevant knowledge articles to customer service agents and enables them to share the selected articles in comments, work notes, or email.
Share KB in chat interactions guidance -- The Share KB in chat interactions guidance recommends relevant knowledge articles to customer service agents and enables them to share the articles in chat conversations on chat interaction records.
Share knowledge articles in phone interactions -- During a phone conversation, agents can send helpful knowledge base (KB) articles to customers through SMS using the Add link in message option.
Share knowledge articles in messaging-type interactions -- Agents can share helpful knowledge base (KB) articles with customers during messaging-type interactions. Using the Add link in message option, agents can insert article links directly into the conversation to provide timely, contextual assistance.
Default guidance for search results -- The Default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances.
Playbooks in Recommended Actions -- Playbooks are interactive, step-by-step guided workflows that help agents make decisions and resolve issues faster. Configure playbooks as recommended actions to deliver contextual guidance directly in the Recommended Actions Contextual Side Panel.
Resource generators -- Resource generators in Recommended Actions provide resources that you can use as inputs to actions such as guidances and field recommendations.
Domain Separation -- Domain separation is supported for Recommended Actions. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Hybrid search in Recommended Actions -- Hybrid search combines keyword-based and semantic search to surface more relevant results in CSM Configurable Workspace, helping agents find KB articles and guided actions even when their phrasing does not match article content exactly.
Example configurations -- This example documentation demonstrates end-to-end configurations of recommendations with actions of type guidance, decision tree, or field recommendation to help you get started with Recommended Actions.
Example: Recommend an assignment group for a router issue -- Learn how process analysts or business owners configure a recommended action of type field recommendation to recommend an assignment group for a router issue. This field recommendation uses a resource generator of type decision table that takes the router model and router issue as inputs and provides an assignment group as a result.
Create a field recommendation -- Create a field recommendation that you can select when configuring a recommended action. This field recommendation suggests an assignment group field value on a case record for a router issue.
Create a recommendation using field recommendation -- Create a recommendation to select the field recommendation as an action type for recommending a value for the Assignment group field on a case record.
Example: Link the similar major case to the current case -- Learn how process analysts or business owners configure a recommended action of type guidance to propose a major case that can be linked to the current case. This guidance uses a resource generator of type similarity with trend to recommend the similar case that has a common trend.
Create guidance for linking similar cases -- Create a guidance for linking the similar major case to the current case by configuring guidance inputs, preview experience, and guidance action.
Install the Recommended Actions application -- You can install the Recommended Actions application (sn_cs_nb_action) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence. JW - No demo data per dev team.
Components installed -- Several types of components are installed with the Recommended Actions application, including tables, roles, guidances, resource generators, and scheduled jobs.
Create a context -- Create a context for an individual table, such as the Case table. Contexts store information including the recommended actions that agents can use and the rules that determine when those actions are available.
Create a context input -- As an admin or RA author, create a context input for a context and use it in rule condition builder, resource generator input and recommendation-action mappings.
Create a rule -- Create a rule for a context that determines when recommended actions are made available to agents.
Create a recommendation -- Create a recommendation with an action type of guidance, field recommendation, or guided decision tree to suggest helpful actions to agents.
Create a field recommendation -- Create a field recommendation that you can select when configuring a recommended action. Field recommendations auto-fill a value or suggest a value for a field. For example, this type of action can recommend the assignment group based on the text in the case short description.
Create a guidance -- Create a guidance that you can select when creating a recommendation in Recommended Actions.
Configure guidance actions -- Configure the actions that an agent can perform for a Recommended Actions guidance.
Configure a guidance preview experience -- Configure a preview experience that conveys relevant information about the guidance action to the agent before a recommendation is triggered. This information appears on the Recommended Actions card in the contextual side panel.
Customize a guidance preview experience in the UI Builder -- Customize a preview of a Recommended Actions card that displays in the contextual side panel using UI Builder. The preview experience includes a hint, an icon, a message, and an action button.
Customize a guidance detail experience in the UI Builder -- Customize how your detail experience looks in the contextual side panel or in a subtab of the Recommended Actions card using UI Builder. The detail experience can include things such as user inputs and drill down actions.
Configure the arbitration parameters -- Configure the recommended actions by the frequency of issues or by the order of priority so that your agents get the guidance that they must help resolve customer issues.
Configure force refresh for recommendations -- Configure the Trigger Recommendation Refresh data broker to refresh and update the recommendations based on the results from UI events for precise recommendations. Similarly, use the ForceRefreshRecommendations method for configuring an explicit refresh mechanism.
Configuring AI search -- As an admin, configure AI search in Recommended Actions to enable agents to perform an AI search to find relevant resources.
Enable AI search -- As an admin, you can enable the Recommended Actions - AI search on the Front-line case page, CSM default record page, and CSM Interaction page (for chat, video, walk-up, and email channels) by setting the hideAgentAssistShowRA UX page property to true.
Map AI search results with guidance inputs -- Create mappings between AI search results and guidance inputs to recommend relevant actions to agents using AI search or enable agents to use AI search to search for the relevant resources.
Enable full view search -- The full view search feature displays the AI search results in a new subtab with an expanded view. Use the following information to enable this feature in any configurable workspace.
Configure dynamic filters in AI search -- Configure AI Search to preprocess contextual inputs from Recommended Actions so that search results are dynamically filtered based on the current record context.
Recommended Actions for Service -- Use Recommended Actions for Service to display relevant actions to agents based on the context of a record.
Contexts for Customer Service -- A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.
Guidances for Customer Service -- A guidance is an action that an agent can take or information that an agent can share as they work to resolve tasks, such as customer service cases. Guidances appear as cards in the contextual side panel in a workspace.
Machine learning solutions -- Machine learning in Customer Service Management helps with case creation, assignment, and resolution.
Task Intelligence for Customer Service -- Task Intelligence for Customer Service offers several AI capabilities such as language detection, record categorization, Sentiment Analysis, and Document Intelligence. These capabilities automate several routine tasks across the case lifecycle and enable agents to focus on complex case resolution.
Record categorization -- The record categorization feature included with Task Intelligence for Customer Service uses machine learning models to evaluate text, predict field values, and automatically populate fields on case and interaction records.
Sentiment Analysis -- Sentiment Analysis can help you gauge customer emotions, enabling you to provide more empathetic and compassionate customer experiences.
Language detection -- The language detection feature uses a pre-trained model to detect the language used to create customer service cases. You can configure the model to add the language to the Language field on the case record and/or add the language as a skill for the case.
Document Intelligence -- Use the Document Intelligence for Customer Service feature to extract relevant information from email and case attachments, such as credit card numbers or customer addresses, and add that information to cases.
How Document Intelligence works -- Document Intelligence for Customer Service performs a series of steps to extract relevant information from email and case attachments and add that information to fields on the case record.
Similar case recommendation -- The Similar Case Recommendation feature enables customer service agents to quickly locate similar cases that offer valuable insights into the current issue.
Task Intelligence Admin Console -- Use the Task Intelligence Admin Console to create, train, and deploy machine learning models that predict different types of information for case and interaction records.
Install Task Intelligence -- You can install the Task Intelligence for Customer Service application (com.snc.csm_ml_task) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence. JW - No demo data per dev team.
Components installed -- Several types of components are installed with the Task Intelligence for Customer Service application, including tables, roles, properties, flows, and scheduled jobs.
Configure -- Install the Task Intelligence for Customer Service application and configure the different features: record categorization, language detection, Sentiment Analysis, and Document Intelligence for Customer Service.
Configure record categorization -- Activate the required plugins, import training data, and create and train a model to predict field values for case and interaction records.
Configure Sentiment Analysis -- Activate the required plugin, enable the sentiment analysis property, and assign roles to use the sentiment analysis feature.
Create a Document Intelligence use case -- Create a use case that identifies the information to extract from email and case attachments and determines how users with CSM agent roles interact with the extracted values in the Document Intelligence workspace.
Create a model to predict similar open incidents -- Use the Task Intelligence for CSM to create and train a machine learning model that identifies similar open incidents. The model analyzes similar open incidents data to suggest relevant incident records when working on a current open incident, helping agents resolve issues faster. The plugin includes a ready-to-train model for predicting similar cases and also lets you create custom models tailored to your specific use cases.
Create a model to predict similar cases -- Test and edit the pre-trained similar cases model for predicting similarity in customer service cases and create a model for custom cases.
Create a model to predict similar knowledge articles -- Use the Task Intelligence for CSM to create and train a machine learning model that recommends relevant knowledge articles based on the context of open incidents. The model analyzes existing data to display relevant articles when working on a current case, helping agents find useful information faster. The plugin includes a ready-to-train model for predicting similar articles and also enables you to create custom models tailored to your data.
Edit a model -- Edit the case models that have already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.
Export a model -- Export a Task Intelligence model to another instance.
Create a custom similar case model -- Set up a training model to help it recognize similarities between two types of tables by comparing their fields.
Trending case topics -- Resolve cases more efficiently and proactively using Predictive Intelligence to identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Each cluster of cases represents a trending case topic.
Configure trending case topics -- Train solution definitions to identify clusters of cases that point to similar underlying issues and find any related major cases for the clusters.
Train the clustering solution definition -- To enable clustering of similar cases into topics, you must first update and train the clustering solution definition.
Train the similarity solution definition -- To enable finding related major cases in a cluster, you must first update and train the similarity solution definition.
Similar case recommendations -- The similar case recommendation feature enables customer service agents to easily find similar cases that can provide helpful information about a current case. This feature can also provide recommendations about cases that may be related to major issues.
Additional search resources -- The similar case recommendation feature uses additional search resources, which are configured using the Contextual Search application.
Major case agent assist recommendations -- The similar case recommendation feature uses additional search resources, which are configured using the Contextual Search application.
Similarity solution definitions -- The similar case recommendation feature uses several Predictive Intelligence solution definitions for similarity models.
Similar case user actions -- Customer service agents and major issue managers can use the similar case recommendation feature to link cases, copy resolution information, propose major case candidates, and add cases to existing major cases.
Estimated time to resolve a case -- Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.
Configure settings for estimated time to resolve values -- After upgrading, configure some settings to view the Time to Resolve Numeric Value column in the case report for older cases and determine the information that is displayed.
Configure the default estimated resolution time -- The Estimated Time to Resolve a Case regression definition is available by default. You can modify the default values of case fields, the case timeline, and the training frequency.
Predictive Intelligence for case management -- Assist agents with case creation by requiring a minimum of information, such as the short description, and predicting values for the category, priority, and assignment group.
Configure Predictive Intelligence for case management -- Activate the Predictive Intelligence plugin and enable the related system property and client script to use Predictive Intelligence with Customer Service Management.
Update cases with missing field predictions -- View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature.
Configure Auto-Responder notifications -- Configure the Auto-Responder feature for sharing relevant content in email notifications for deflecting cases.
Enable Auto-Responder -- Enable the Auto-Responder feature to include content suggested for deflecting cases in email notifications.
Train the similarity solution -- Update and train a similarity solution definition to enable the Auto-Responder feature to suggest content by comparing the short description of a customer service case with those of existing knowledge articles.
Configuring the search context -- You can configure the predefined search context for customer service cases to include relevant search resources in Auto-Responder email notifications.
Limit the number of articles for cases -- Send the most relevant knowledge articles in Auto-Responder notifications for customer service cases by limiting the number of knowledge articles that are included.
Include advanced contextual search results -- Use scripted extension points to include the advanced contextual search results in email notifications for content suggested by the Auto-Responder feature.
Registering custom script includes -- Register custom script includes against a selected scripted extension point in the application code.
Enable text search recommendations -- Configure the Auto-Responder feature to send recommendations that match a text search of a case short description to resolve a customer service case when Predictive Intelligence results are insufficient or unavailable.
Set up self-service -- Create a self-service portal to help customers resolve issues independently and access information through integrated knowledge bases, chatbots, and appointment booking features.
Configure portals -- Set up and customize self-service portals to provide customers with access to knowledge bases, service catalogs, case management, and other essential features through configurable interfaces.
Enable AI search for unauthenticated users -- An administrator activates the AI search widgets so that guest users logging in to the Customer and Consumer Service Portals can use the AI search feature.
Configure AI Search Assist for external users -- Enable the AI Search Assist to search knowledge articles in the Customer and Consumer Service Portals. It applies for authenticated external users with snc_external role.
Configure the standard ticket page for cases -- You can configure the standard ticket page for customer service cases from where users can view the details of a case in the Service Portal.
Activate the sitemap -- Include knowledge articles and catalogs in your sitemap by activating the sitemap configuration and definition records.
View the number of portal bot-based sessions -- Ensure customers are not incorrectly billed by viewing the number of bot-based sessions. CSM portal usage sessions are billable to customers but sometimes customers are unnecessarily charged for sessions generated due to bots, crawlers, and DDOS attacks.
Enable multi-factor authentication -- Multi-factor authentication, also known as two-step verification, is a security requirement that asserts a user enter more than one set of credentials.
Business and Consumer Portal -- Configure the business and consumer portal to provide information and support for your customers.
Setup Business and Consumer Portal -- Configure the Business Portal to match your organization's requirements, including branding, menus, home pages, widgets, and search sources.
Configure a taxonomy to define relevant topics -- Configure a taxonomy on the Business or Consumer Portal to organize topics that are relevant to your users, such as orders, returns, or payments.
Business and Consumer portal usage calculation -- Track how your customers and employees are using the portal. The Customer Portal Usage dashboard provides information about portal visits resulting in session counts.
Walk-up Experience for Customer Service Management -- Configure various aspects of Walk-up Experience based on the specific requirements of your organization. Users with the sn_csm_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements.
Activate Walk-up Experience for Customer Service Management -- You can activate the Walk-Up for CSM plugin (com.snc.walkup_for_csm) for Walk-up Experience if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.
Walk-up Experience for Customer Service Management -- The ServiceNow Walk-up Experience for Customer Service Management application enables you to set up a contact channel to support both online check-in and onsite check-in to a pre-established walk-up service center.
Walk-up Experience for guest users -- The Walk-up Experience application can enable guest users to manage walk-up appointments online from the Consumer Service Portal or Customer Service Portal home page.
Domain separation and the CSM Walk-up Experience application -- This section is an overview of domain separation as it pertains to the CSM Walk-up Experience application and how it relates to Service Portal pages, interaction queues, and configurations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
CSM Walk-up Experience portal security and access -- Security is built into the application to help prevent end-user facing devices at the Walk-up Experience onsite portal from offering elevated role privileges to users. The Walk-up Experience onsite portal is accessed by an account containing only the sn_walkup.walkup_login role. The sn_walkup.walkup_login role contains the snc_external role.
Configure the Walk-up Experience portal -- Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more.
Configure Walk-up Experience service channel -- Configure the Walk-up Experience service channel to meet the needs of your walk-up agents. You can configure the way the tasks are assigned and manage interactions in the Agent Workspace.
Configure Walk-up Experience notifications -- As an administrator, you can create and use notifications to notify requesters about events that impact them while they’re getting their issue addressed through a walk-up experience. Requesters are notified of online appointments that they’ve taken or when their issue is assigned to a store representative by email.
Configure Walk-up Experience schedules -- Once you know the hours of operation for your Walk-up Experience location, you can either access the base system default schedules or create schedules to associate with your walk-up location.
Walk-up Experience appointment booking -- With the CSM Walk-up Experience appointment booking feature, walk-up users can view available appointment windows. The users can also select and book an appointment for a walk-up location using the online Walk-up Check-in feature.
Configure appointment booking -- Create or modify appointment booking configurations for Walk-up Experience services. A service is defined as the actual physical location of a walk-up queue. The information stored in the Walk-up Experience application configuration applies to all services or queue locations within the application.
Walk-up Experience appointment booking administration -- Create or modify and enable the CSM Walk-up Experience application configuration and the individual service location configurations for the Appointment Booking feature.
Enable Walk-up Experience appointment-booking -- Enable or disable the appointment booking feature for Walk-up Experience as well as for the individual walk-up service locations available to customers.
Appointment booking configuration -- Create or modify appointment booking configurations for the Walk-up Experience. You can view or modify the Walk-up Experience application appointment booking configuration and create or modify related service appointment configurations.
View or modify an appointment booking configuration -- View the base system default appointment booking configuration to determine if the criteria meets your walk-up appointment booking requirement. You can modify the configuration to manage appointment booking. The information stored in the Walk-up Experience appointment booking configuration applies to all the services within the application.
Create an appointment booking configuration -- Create or modify appointment booking configurations for Walk-up Experience services. A service is defined as the actual physical location of a walk-up queue. The information stored in the Walk-up Experience application configuration applies to all services,or queue locations, within the application.
Configure appointment booking reminders -- Configure scheduled appointment reminders for Walk-up Experience users. Reminders ensure that users attend appointments in a timely manner, and if they can't attend then reschedule or cancel an appointment.
Configure Walk-up Experience locations -- Administrators define walk-up locations while setting up the walk-up experience for an organization. Requesters see this information when they schedule appointments or check in at a service location.
Remove a Walk-up Experience location -- If you permanently close down a physical Walk-up Experience location, you can also remove the location from the Walk-up Location Queues table.
CSM Walk-up Experience customer satisfaction surveys -- With Walk-up Experience surveys, you can rate your satisfaction with walk-up location interactions, providing management with feedback to improve the walk-up experience.
Configure Walk-up Experience surveys -- Define surveys so that requesters can provide feedback on their satisfaction with the service quality received at a location.
Add walk-up link to home page -- Configure a Walk-up Experience link to enable guest users to check in online to a walk-up location via Service Portal.
Conversational Appointment Booking -- Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel an appointment with a Virtual Agent.
Conversational Appointment Booking -- Book, reschedule, and cancel appointments from Virtual Agent conversations. The ServiceNow Conversational Appointment Booking application uses Now Assist to communicate with customers.
Install Conversational Appointment Booking -- Install the Conversational Appointment Booking application (sn_va_appt_schedul) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
Configurable Portal widgets -- Configurable Portal widgets provide you with the ability to configure the behavior, content, and layout of a portal by configuring instance options.
Activate the UI Components for Customer Portals plugin -- You can activate the UI Components for Customer Portals plugin (sn_ciwf_ui_cmpnt) to enable Configurable Portal widgets. The application installs related plugins if they aren’t already installed.
Portal Polaris Header widget -- The Portal Polaris Header widget enables your users to quickly access key features, pages, and links from any place in the portal. You can select the Portal Polaris Header widget in the theme record, which is mapped to your portal.
Portal Mega Menu widget -- The Portal Mega Menu widget displays a hierarchical menu on the header of the portal home page to enable navigation to different pages. You can also display a cart, wish list, guided tour, and scripted list such as notification, approval, and survey on the header of your portal.
Configure the category of a Portal Mega Menu widget -- Configure a Portal Mega Menu widget to define a menu category and associate pages to it to be able to navigate easily to different pages from the portal page.
Portal Browse Taxonomy widget -- The Portal Browse Taxonomy widget displays hierarchical taxonomy topics that enable your users to navigate to knowledge articles and catalog items through the widget's navigation pane.
Add and configure the Portal Browse Taxonomy widget -- Add the Portal Browse Taxonomy widget to your portal and modify its behavior. The widget displays taxonomy topics along with the articles and catalog items related to them.
Add a taxonomy to your portal -- Create a taxonomy to organise knowledge articles and catalog items under topics which are relevant to your user. Associate a taxonomy to your portal to display the relevant topics on the widgets.
Portal Banner widget -- You can use the Portal Banner widget to display announcements, new product or feature highlights, and important information on the portal page.
Add and configure the Portal Banner widget -- Add a Portal Banner widget to your portal and modify its appearance and behavior. You can use the Portal Banner widget to display announcements, new product or feature highlights, and important information on the portal page.
Add web page link buttons to the Portal Banner widget -- Provide a link to a web page that you want to display by defining primary or secondary buttons on the Portal Banner widget. The widget displays these buttons by default.
Add a widget in the Portal Banner widget -- Add a widget for additional functionality to the Portal Banner widget and configure it. For example, you could add the Portal Quick Links widget to enable users to access knowledge articles, external URLs, catalog items, or custom pages from the Portal Banner widget.
Portal Banner Carousel widget -- A carousel in your home page banner can display multiple announcements and highlight brief information on features and products.
Portal Case Cards widget -- The Portal Case Cards widget displays cards for cases that you define. By default, the displayed cases are those awaiting information or are resolved. You can choose to define different criteria.
Add and configure the Portal Case Cards widget -- Add a Portal Case Cards widget to your portal and modify its data, presentation, and behavior. You can use the Portal Case Cards widget to display status, priority, and other relevant details related to your cases.
Portal Quick Links widget -- The Portal Quick Links widget displays a variety of links to internal and external resources on the portal for quick access.
Add and configure the Portal Quick Links widget -- Add a Portal Quick Links widget to the portal and modify its presentation and behavior. You can use the Portal Quick Links widget to display knowledge articles, external URLs, catalog items, or custom pages on your portal.
Portal Knowledge Quick Links widget -- The Portal Knowledge Quick Links widget displays a list of relevant knowledge articles for quick access on the portal. The card displays article details such as the title, preview, author, view count, rating, and updated date in the widget.
Portal Catalog Quick Links widget -- The Portal Catalog Quick Links widget displays catalog items according to filter criteria, enabling you to include an image, icon, name, and description on the card.
Add and configure the Portal Catalog Quick Links widget -- Add a Portal Catalog Quick Links widget on your portal and modify its data, presentation, and behavior. You can use the Portal Catalog Quick Links widget to display frequently accessed catalog items on your portal.
Portal Data List widget -- The Portal Data List widget displays data related to cases from selected case tables in either a list or card format.
Add and configure the Portal Data List widget -- Add a Portal Data List widget to your portal and modify its data, appearance, and behavior. You can use the Portal Data List widget to display different case-related data in a card or list format on your portal.
Portal FAQ widget -- The Portal FAQ widget displays a frequently asked questions list (FAQ) from the selected knowledge table in the widget on the portal. It enables your users to find answers to their queries without the need to contact customer support or navigate through multiple knowledge article pages. You can filter the FAQs using options in the main navigation.
Add and configure the Portal FAQ widget -- Add the Portal FAQ widget to your portal and modify its data, presentation, and behavior. You can use the Portal FAQ widget to display a frequently asked questions list (FAQ) from a knowledge table on the portal.
Portal Polaris Footer widget -- The Portal Polaris Footer widget displays contact information, social media links, and other common links at the bottom of the portal page.
Configure the Portal Polaris Footer widget -- Configure the Portal Polaris Footer widget to display your company’s corporate office address, email address, and more on the portal page.
Portal Object widget -- The Portal Object widget displays key information of a record from the tables available on your ServiceNow instance. Additionally, your users can take related actions on the selected record.
Add and configure the Portal Object widget -- Add a Portal Object widget to your portal and modify its data and behavior. You can use the Portal Object widget to display important information and actions related to records from a defined table on your portal homepage.
Portal Taxonomy Topic widget -- The Portal Taxonomy Topic widget displays topics as cards on your portal page. It enables your users to access knowledge articles and catalog items related to a topic displayed on your portal in a Portal Browse Taxonomy widget.
Add and configure the Portal Taxonomy Topic widget -- Add a Portal Taxonomy Topic widget to your portal to display topics that your users can get more information about and modify its presentation and behavior. Once a topic card is selected, users are redirected to relevant knowledge articles and catalog items configured through the Portal Browse Taxonomy widget.
Work with portal browse taxonomy widget -- Enable users to access knowledge articles and catalog items in the Portal Taxonomy widget by selecting a topic on the card in the Portal Taxonomy Topic widget.
Web Embeddables -- Embed ServiceNow components into external websites to enable real-time data exchange without direct platform access.
Activate Web Embeddables -- You can enable the ServiceNow Components for Customer Service (sn_cx_components), Web components for Guest Embeddables (sn_guest_component), and Web Embeddable Core (sn_embeddable_core) to enable Web Embeddables on your instance. The application establishes related plugins if they aren’t already installed.
Components installed with Web Embeddables -- Several types of components are installed with the activation of Web Embeddables, including tables, user roles, and scheduled jobs.
Properties installed with Web Embeddables -- Configure the properties available with Web Embeddables. Properties are added with the activation of the Web Embeddables plugin.
Set up Web Embeddables -- Learn how to set up the Web Embeddables on your ServiceNow instance.
Configure the ServiceNow component instance -- Configure the component instance so that your user can embed the components onto their website to access component-related data in real-time.
Test the ServiceNow components in a sandbox environment -- Enables you to test the ServiceNow components on your sandbox instance without setting up a custom URL and authentication. It isn’t recommended to use this method for production or non-production instance.
Set up a custom URL as the instance URL -- Add a custom URL to your instance configuration to use instead of your ServiceNow URL. This custom URL ensures that embedded components remain accessible in your browser, even when third-party cookies are turned off.
Authenticate the ServiceNow components using OIDC -- Set up auto-login and log out using OpenID Connect (OIDC) authentication to enable single and simultaneous login and logout in your website and embedded components.
Non OIDC authentication for ServiceNow components -- Generate a JSON Web Token (JWT) token to authenticate your ServiceNow components if your website doesn’t use OpenID Connect (OIDC) authentication.
Configure CORS -- Configure a CORS rule to enable cross-domain requests between ServiceNow components and the website that you want to embed the web components.
Create a module -- Create a module to manage component instances used in a website. You can either create a module or use a prebuilt module and edit it according to requirement.
Create a group and add a component instance -- Create a group to model third-party website structure such as page or sections. Use the default group or create new groups to manage the component instances on that page or section.
Configure web components -- Understand how to configure ServiceNow web components on your instance.
Case create component -- Enables you to create a case to address any issues related to products and services. You can submit new cases, providing all necessary details such as assets, product, description, urgency, and more, directly from your website. Once the case is created, you can access it in the Case list component.
Configure the Case create component instance -- Configure the Case create component instance so that your users can embed it within their website to address any issues related to product and services from their website directly.
Embed Case create component instance -- Embed the global code and component code of the Case create component instance that you configured so that you can enable your customers to start using the Case create component instance on your third-party website.
Sample code for the Case create component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Case list component -- Display a comprehensive list of multiple cases along with their key details to help you manage and act on any case. Once you select any case, you can see the details of the case in the Case View component.
Configure the Case list component instance -- Configure the Case list component instance so that your user can embed it on their website to access the list of all cases from their website directly.
Embed Case list component instance -- Embed the global code and component code of the Case list component instance that you configured so that you can enable your customers to start using the Case list component instance on your third-party website.
Sample code for the Case list component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Case view component -- Displays a detailed view of all case-related activities that help you to make effective decisions and act on a case. It also displays an activity tab and an attachments tab for case management.
Configure the Case view component instance -- Configure the Case view component instance so that your user can embed it on their website to access the case-related activities on their website directly.
Embed Case view component instance -- Embed the global code and component code of the Case view component instance that you configured so that you can enable your customers to start using the Case view component instance on your third-party website.
Sample code to handle the Case view component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Catalog item component -- Displays a form to request an item or service from your third-party website. A catalog item may be available in more than one catalog and category. After submitting the form, a request is created for an approver to approve or reject.
Configure the Catalog item component instance -- Configure the Catalog item component instance so that your users can embed it on their website to request an item or service from their website.
Embed Catalog item component instance -- Embed the global code and component code of the Catalog item component instance that you configured so that you can enable your customers to start using the Catalog item component instance on your third-party website.
Sample code for the Catalog item component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Data visualization component -- Enables you to display a graphical representation of information from any ServiceNow table, using visual elements such as single score, pie chart, donut, and semi donut. Use this component to monitor activities related to cases, incidents, and so on, that can help you to take decisions based on the information shown.
Configure the Data visualization component instance -- Configure the Data visualization component instance so that your users can embed it on their website to display information in the form of single score, pie chart, donut chart, or semi-donut chart directly from any ServiceNow table.
Embed the Data visualization component instance -- Embed the global code and component code of the Data visualization component instance that you configured so that you can enable your customers to start using the Data visualization component instance on your third-party website.
Sample code for the Data visualization component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Knowledge article view component -- Displays knowledge articles along with the key details like title, content, author, view count, read time, and others. You can also rate the article and switch the language according to your preferred locale.
Configure the Knowledge article -- Configure the Knowledge article view component instance so that your users can embed it on their website to access knowledge articles from their website directly.
Embed Knowledge article view component instance -- Embed the global code and component code of the Knowledge article view component instance that you configured so that you can enable your customers to start using the Knowledge article view component instance on your third-party website.
Sample code for the Knowledge article view component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Playbook intake component -- Enable you to submit a case using the playbook guided experience, which systematically captures case details and displays the stages and activities involved in resolving the case. You can use prefill fields or choose from various playbook experiences, and customize the display of stages, such as the number of visible stages and their horizontal or vertical orientation.
Configure the Playbook intake component instance -- Configure the Playbook intake component instance so that your users can embed it on their website and submit cases using playbook guided experience from their website directly.
Embed Playbook intake component instance -- Embed the global code and component code of the Playbook intake component instance that you configured so that you can enable your customers to start creating a case using the playbook guided experience on your third-party website.
Sample code for the Playbook intake component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Catalog browse component -- Catalog browse component enables you to browse and search catalog items from different catalogs and categories within a third-party website.
Configure the Catalog browse component instance -- Configure the Catalog browse component instance so that your user can embed it on their website to browse and search catalog items from different catalogs and categories.
Embed the Catalog browse component on the third-party website -- Embed the global code and component code of the Catalog browse component that you configured in your instance so that you can enable your customers to start using the component on your third-party website.
Sample code for the Catalog browse component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Object list component -- Enables you to display records from different tables with their related actions in a list format. It supports bulk and inline actions like editing fields, assigning items, or changing states directly from the list. It also shows various record types such as interactions or orders.
Configure the Object list component instance -- Configure the Object list component instance so that your user can embed it on their website to display information from any ServiceNow table. The component allows you to configure column selection, filtering, sorting, and pagination options.
Embed the Object list component on the third-party website -- Embed the global code and component code of the Object list component that you configured in your instance so that you can enable your customers to start using the component on your third-party website.
Sample code for the Object list component -- Sample code is provided to define an action when an event is triggered. Update the sample code for your use case before embedding the component on your webpage.
Embed ServiceNow components instance on the third-party website -- Embed the global code and component code of the components that you configured in your instance so that you can enable your customers to start using component instance on your third-party website.
ServiceNow components -- ServiceNow components are reusable building blocks that enable you to simplify the process of adding functionality to any website. You can clone components and customize them using a low-code approach.
Create a custom component -- Create a custom component to present information, capture user input, or offer interactive functionality on a third party website. You can also clone the existing component and customize it.
Edit a custom component -- Edit a custom component to further customize its design and properties as per the requirement. You can only edit a custom component that is in a deactivated state. Prebuilt components cannot be modified.
Clone a component -- Clone a prebuilt component to create a custom version that can be tailored to specific needs, such as the modification of properties and underlying components.
Activate or deactivate a component -- Activate or deactivate a component to show or hide every instance of the components across third-party websites. By default, the ServiceNow components are active.
Delete a custom component -- Delete a component to remove a custom component and all its instances from the Web Embeddables application and websites. You can only delete custom components that are in a deactivated state. Once deleted, the custom components can’t be restored.
Navigating the Usage Insights for Web Embeddable application -- Learn how to navigate the Usage Insights application to view telemetry data for Web Embeddables. Access user analytics dashboards that display metrics organized by module and page to understand component user interactions across your external websites.
Guest user access for Web Embeddables -- Enable unauthenticated users to access Web Embeddables components on your third-party website without logging in.
Configure ACL for guest access -- Enable guest users to access Web Embeddables components by activating the required guest access control lists (ACLs).
Mobile-responsive Web Embeddables -- Web Embeddables components automatically adapt their layout and controls for mobile devices to provide an optimized experience on phones.
Knowledge Article view on mobile device -- Access and view knowledge articles on your mobile phones with an interface optimized for smaller screens. The component automatically adapts its layout for touch devices, reorganizing the header, controls, and content to provide a better reading experience on mobile.
Catalog item component on mobile device -- Order catalog items and services from your mobile devices with forms optimized for smaller screens and touch interaction.
Engagement Messenger -- Understand the stages involved in setting up Engagement Messenger before you add it to your customer service web portal.
Engagement Messenger -- By using the ServiceNow Engagement Messenger application, your customers use self-service to find the information or service that they need from your third-party web applications that are outside of the ServiceNow environment.
Install Engagement Messenger -- Install the Engagement Messenger application from the ServiceNow Store if you have the admin role.
Configure Engagement Messenger -- Create a Engagement Messenger module and configure its behavior, appearance, and styling. By creating a messenger module, you can customize the appearance and behavior according to your organizational branding and to suit your customer needs.
Engagement Messenger module theme requirements -- You can set a theme that you can apply to an Engagement Messenger module. A theme enables you to define additional styling of Engagement Messenger in your website.
Engagement Messenger properties -- You can configure the system properties for your Engagement Messenger module so that you can enable Virtual Agent chat, multi-provider SSO, and set a user session time-out value.
Feature configuration -- Configure the features of Engagement Messenger so that you can change the default settings to suit your customer needs.
Enable AI search for unauthenticated users -- Enable the AI Search experience in Engagement Messenger so unauthenticated users can see the most relevant set of search results.
Default behavior of Engagement Messenger -- Configure the default behavior of Engagement Messenger to set the default settings for Notification, Recommendations, and Proactive.
Proactive Recommendations configuration -- The Proactive Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger.
Create an identity provider (IdP) -- Create an IdP for your Engagement Messenger so that you can enable customer authentication. You can create an IdP for either the OpenID Connect (OIDC) or Security Assertion Markup Language (SAML) authentication type.
Configure a CORS rule -- Configure a cross-origin resource sharing (CORS) rule to enable cross-domain requests between Engagement Messenger and your website where you want to deploy the messenger.
Create HTTP response headers -- Configure a name-value pair for HTTP response headers for the Engagement Messenger module. The ability to configure and pass response headers enables special handling of the page content by a client, which is most typically a browser.
Embed Engagement Messenger in your web application -- Embed the source code of the messenger module that you configured in your website so that you can enable your customers to start using Engagement Messenger in your website.
Deep linking feature -- Set a workflow as a default launch screen in Engagement Messenger either using custom code or a parameterized URL.
Launch a feature using custom code -- Use the custom code to enable the deep linking and launch a feature in Engagement Messenger integrated with your website.
Launch a feature using URL parameters -- Use URL parameters in your website's URL to enable the deep linking and launch a feature in Engagement Messenger integrated with your website.
Extend capabilities -- To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.
Outsourced Customer Service -- Outsourcing is a business practice where an enterprise hires another company or individuals to perform tasks, manage operations, or provide services. These functions were previously handled by the enterprise's own employees.
Configure Outsourced Customer Service -- Configure various components of Outsourced Customer Service based on the specific requirements of your organization.
Set up Outsourced Customer -- Configure various components of Outsourced Customer Service based on the specific requirements of your organization.
Define outsourcing criteria -- Configure various components of Outsourced Customer Service based on the specific requirements of your organization.
Create groups and assignment -- Configure various components of Outsourced Customer Service based on the specific requirements of your organization.
Onboard Outsourced Service Provider -- Configure various components of Outsourced Customer Service based on the specific requirements of your organization.
Create an Outsourced Service -- Configure various components of Outsourced Customer Service based on the specific requirements of your organization.
Configure the Performance Analytics -- Configure various components of Outsourced Customer Service based on the specific requirements of your organization.
Outsourced Service Provider dashboard -- The Outsourced Service Provider dashboard enables monitoring of breached service-level agreements (SLAs), average resolution time, and case transfer percentages, among other metrics. You can utilize the insights to identify the areas of concern and to plan your case management strategy.
Configure Proactive Customer Service -- Configure various aspects of Proactive Customer Service Operations based on the specific requirements of your organization.
Proactive Customer Service Operations -- Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.
Outage tracking for install -- Provide visibility into any current or upcoming outages affecting a customer's install base, enhancing transparency and reducing the number of customer-reported cases.
Integration with Event Management -- Create cases proactively from alerts either manually or through automation. Track the accounts and health status of the corresponding install base items affected by the alert to better correlate customer issues and provide faster responses.
Service health status -- 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 form views for customer service operations -- Configure the form layout and related lists for the different views of the Case, Install Base Item, and Account forms to display the fields you require.
Activate an alert rule to create a case -- Configure an alert rule to automatically create a proactive case when an incident is created from an alert that has one or more affected install base items.
Configure proactive case flows -- Automate workflows for proactive case creation to improve your operational efficiency and respond to customer issues faster.
Configure Platform Analytics -- Enable Customer Service Platform Analytics Solutions to view preconfigured dashboards with actionable data visualizations to improve your business processes.
Optimize workforce operations -- Enable Workforce Optimization for Customer Service and configure settings to use the Channel Management, Scheduling, Teams, and Coaching applications.
Activate Workforce Optimization for Customer Service -- Workforce Optimization for Customer Service solution is highly modular, offering a wide range of capabilities such as Channel Management, Scheduling, Coaching, and Teams applications in CSM Manager Workspace. The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin activates all other dependent plugins to enable users to the Channel Management, Scheduling, Coaching, and Teams applications in Workforce Optimization for Customer Service.
Components installed withWorkforce Optimization for Customer Service -- Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.
Decouple Channel Management -- Decouple Channel Management from core Workforce Optimization (WFO) modules to support modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement.
Schedule Management in CSM Configurable Workspace -- Schedule Management schedule management is a standalone capability within Workforce Optimization for Customer Service that allows supervisors and managers to create, view, and manage team schedules independently of other WFO modules.
Schedule Management standalone activation -- Schedule Management as a standalone plugin supports to manage agent schedules, team calendars, shift swaps, time off, and adherence, with access from supported CSM workspaces without requiring the full WFO suite.
Work Scheduler components -- Workforce Optimization for ITSM has properties to configure the Work scheduler default behavior.
Domain separation -- Domain separation is supported in Workforce Optimization for Customer Service. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Domain separation in Workforce Optimization for Customer Service is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process.
Manager Workspace properties -- Modify the Manager Workspace configuration by customizing the system properties to set the Alerts card limit and the widget refresh interval.
Configuring filters for Manager -- Configure filters for scheduling and coaching applications and use the default filter for channel management to refine your search results.
Setting up service channels and queues -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Add service channels and queues -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Create assignment rules -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Configure KPIs for service channels -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Configure KPIs for queues -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Configure KPIs for agents -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Configure supervisor lists for service channels -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Use extension points to configure the sort order -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Configure columns in the All agents list -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Configure columns in the All queues list -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Schedule a daily report -- You can set up service channels, queues, and key performance indicators (KPIs) to route work items automatically to agents based on an agent's availability, capacity, and skills.
Setting up Scheduling -- Manage events using the team calendar. Create different types of event categories. Use scripted extension points to customize event types.
Event type extension -- Manage events using the team calendar. Create different types of event categories. Use scripted extension points to customize event types.
Setting up Customer Service Teams Workforce -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
Create KPI groups to monitor team performance -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
Add managers to a KPI assignment group -- Organize your teams into assignment groups and create reports for those groups so that you can gain visibility into the team's performance.
Setting up Workforce Optimization Coaching -- Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.
Setting up skill prediction -- Collect skill data based on skills agents have used for case resolution. Use supervised learning to recommend these skills for agents to resolve similar open case. You can also find patterns in how skills are used for case resolution and use unsupervised learning to recommend skills for agents.
Use extension points -- Collect skill data based on skills agents have used for case resolution. Use supervised learning to recommend these skills for agents to resolve similar open case. You can also find patterns in how skills are used for case resolution and use unsupervised learning to recommend skills for agents.
Configure a list menu to display in the Learning tab -- Add list or list categories to modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for Customer Service.
Integrate Coaching with Learning -- Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.
External Content Integration Sources -- When you integrate Coaching With Learning with third-party learning management systems, the source record for Cornerstone OnDemand, Pluralsight, and Udemy applications are automatically created in the Enterprise Service Management Integrations Framework. These source records contain a predefined set of properties and integration services.
Setting up Demand Forecast -- Configure the data that you want to collect, modify forecast parameters, and calibrate manual adjustments using Demand Forecast.
Configure the data collection -- Define the data you want to collect for cases, interactions, or any table to forecast the number of agents that you require for your staffing needs.
Modify forecast parameters to visualize forecast data -- Configure and tweak forecast parameters to see how the forecast behaves when you vary the period length, periods to forecast, or algorithm. You can view the modified forecast on the time-series visualization at intervals of 15-, 30-, and 60-minute intervals and daily interval.
Create a manual adjustment for a forecast -- Adjust forecasts manually to fine-tune them for greater accuracy. Create the adjustment for a specified time period and analyze how it impacts your forecast.
Migrate to 15-minute forecasting -- Migrate to 15-minute demand forecasting that enables managers to view their agent staffing forecast at 15-minute intervals on the team calendar.
Setting up Work scheduler -- Customize an existing work scheduler card based on your need. You can also create a work configuration and work scheduler card from scratch and associate them so that managers can view the cards in their work queue.
Set up a work configuration -- Create a work configuration for a work item. Add filters that display key information that the manager wants to analyze. This work configuration will determine how the work items display on the Work scheduler calendar in manager workspace.
Create page scripts for Work scheduler -- Add custom page scripts for the Work scheduler so that you can update the client state through events or update transform workItem object to properties.
Define event mappings for Work scheduler -- Add event mappings required for card interactions and for the card properties transformation to the page configurations in Work scheduler.
Create extension points for Work scheduler -- Create extension points to customize your implementation in Work scheduler. For example, if you want your team members to work on an on-site task, you can configure the location of your team members to the work items assigned to them so that they can get to the tasks quickly.
Administer -- Customer Service Management provides various administrative features and tools to configure and manage the application effectively. These include case routing, assignment workbenches, escalation management, domain separation, and knowledge base administration capabilities.
Anonymous chat -- Anonymous chat allows guest users to initiate chat sessions with consumer service agents through the Consumer Service Portal without requiring authentication.
Configure anonymous chat properties -- Users with the system administrator role can set properties to limit the number of chat requests created by guest users.
Domain separation and Customer Service Management -- Domain separation is supported in Customer Service Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Domain separation and entity relationships -- With domain separation in Customer Service Management, you can further control visibility and access to data by using contact, partner, and parent-child relationships.
Knowledge product entitlements -- The Knowledge Product Entitlements application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal.
Link related products to KBs -- Add a product to a knowledge base or knowledge article using the Related Products field on the corresponding form.
Integrate -- Extend the capabilities of Customer Service Management and connect with other departments to assist with case resolution by integrating with other applications.
Integrate with IT Service Management -- Integrate Customer Service Management with IT Service Management that includes the Incident, Problem, Change, and Request Management applications. With this integration, users can create request, incident, problem, and change records from customer service cases and external users can view these records from the Customer and Consumer Service Portals.
Overview -- Customer Service Management provides an integration with the Incident, Problem, Change, and Request Management applications.
CSM integration with Incident Management -- Integration with the Incident Management application enables customer service agents to create incident records from cases or associate existing incident records to cases.
CSM integration with Problem Management -- Integration with the Problem Management application enables customer service agents to create problem records from cases or associate existing problem records to cases.
CSM integration with Change Management -- Integration with the Change Management application enables customer service agents to create change records from cases or associate existing change records to cases.
Integrate with Request Management -- Integration with the Request ManagementCSM application enables customer service agents to create request records from cases or associate existing request records to cases. It also enables customers to create requests from the Customer and Consumer Service Portals.
Integration extension points -- Use the extension points available with CSM integration with IT Service Management to extend the functionality of your application.
Setting up CSM integration with IT Service Management -- Integrate Customer Service Management with IT Service Management that includes the Request, Incident, Problem, and Change Management applications. With this integration, users can create request, incident, problem, and change records from customer service cases. External users can view these records from the Customer and Consumer Service Portals.
Install Customer Service Management with Service Management -- You can install the Customer Service with Service Management application (com.sn_cs_sm) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Install Customer Service Management with Request Management -- You can install the Customer Service with Request Management application (com.sn_cs_sm_request) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Assigning CSM/ITSM integration roles -- To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.
CSM/ITSM integration roles -- To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.
Related records list widget -- When viewing a case on the Customer or Consumer Service Portal, external users can see other records associated with the case in the Related Records list widget.
Create ITSM records from cases -- As customer service agents, create incident, problem, change, and request records from open cases in workspaces.
Create an incident record from a case -- As customer service agents, create incident, problem, change, and request records from open cases in workspaces.
Create a problem record from a case -- As customer service agents, create incident, problem, change, and request records from open cases in workspaces.
Create a request record from a case -- As customer service agents, create incident, problem, change, and request records from open cases in workspaces.
Create a request from Portals -- As customers, you can create and submit requests from the Customer and Consumer Service Portals. The request process is integrated with Service Catalog.
Integrating with Service Portfolio Management -- Integrate Customer Service Management with the Service Portfolio Management (SPM) application. This integration gives customer service managers, customer service agents, and service owners visibility into sold products and their associated service offerings.
Configure using guided setup -- Use the Guided Setup to integrate Customer Service Management with the Service Portfolio Management (SPM) application.
Configure form views for Service Portfolio Management integration -- 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.
Integrating with Continual Improvement Management -- Integrate Customer Service Management (CSM) with the Continual Improvement Management (CIM) application to request improvement opportunities and to implement phases and tasks to meet performance goals, track progress, and measure success.
Integrate with Continual Improvement Management -- Customer Service Management provides an integration with the Continual Improvement Management application. This integration enables you to request improvement opportunities and to implement phases and tasks to meet performance goals, track progress, and measure success.
Integrating with IT Operations Management -- The Proactive Customer Service Operations plugin (com.snc.proactive_cs_itom) provides an integration between Customer Service Management and the Event Management console in IT Operations Management.
Integrate with ITOM Event Management -- Customer Service Management provides an integration with the ITOM Event Management application. This integration enables you to create cases proactively from alerts either manually or through automation and track the accounts and the corresponding install base items affected by the alert.
Integrating with Customer Project Management -- Integrate Customer Service Management with the Project Portfolio Management application. This integration enables customers to manage complex projects with multiple tasks and provide end users with visibility into these projects.
Install Customer Project Management -- You can install the Customer Project Management application (com.snc.csm_ppm) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
Configure using guided setup -- Use the Customer Service Management Guided Setup to configure Customer Project Management.
Customer Project Management domain separation -- With Customer Project Management, you can create customer projects for customer accounts. Domain separation for customer projects is based on the account domain. New projects are created in the same domain as the associated customer account.
Customer project manager tasks -- A customer project manager can perform specific tasks to manage projects for customer accounts.
Assign a project task -- The customer project manager can assign a customer project task to an internal user, a customer or partner contact, or a contact that has a relationships to the account.
Create a project issue for a case -- The customer project manager can create project issues for cases that have been created for customer projects and project tasks.
Create a project change request for a case -- The customer project manager can create project change requests for cases that have been created for customer projects and project tasks.
Customer service agent tasks -- A customer service agent can view customer projects and create cases for customer projects and tasks.
Customer tasks -- From the Customer Service Portal, external users can view projects, complete assigned tasks, and create cases for project issues.
Customer Service Investment Portal -- The Customer Service Management integration with Project Portfolio Management provides access to a CSM-specific view of the Investment Portal, which displays customer projects.
Integrating with Financial Management -- Customer Service Management and Field Service Management provide an integration with the ServiceNow Financial Management application as well as dashboards and reports.
Integrate with Financial Management -- Customer Service Management provides an integration with the ServiceNow Financial Management application as well as dashboards and reports.
Integrating with Adobe Experience Manager -- Extend Customer Service Management and Knowledge Management capabilities through ServiceNow components in Adobe Experience Manager (AEM) to deliver a pre-integrated web experience for external customers.
Configuring authentication settings -- Enable logging in to both the Adobe Experience Manager (AEM) instance of your website and the ServiceNow instance using a third-party OpenID Connect (OIDC) provider that supports both OIDC and single sign-on (SSO) protocols.
Register ServiceNow with a third-party OIDC provider -- Enable logging in to both the Adobe Experience Manager (AEM) instance of your website and the ServiceNow instance using a third-party OpenID Connect (OIDC) provider that supports both OIDC and single sign-on (SSO) protocols.
Add an OIDC provider to the ServiceNow instance -- Enable logging in to both the Adobe Experience Manager (AEM) instance of your website and the ServiceNow instance using a third-party OpenID Connect (OIDC) provider that supports both OIDC and single sign-on (SSO) protocols.
Configure OIDC provider details in Adobe Experience Manager -- Enable logging in to both the Adobe Experience Manager (AEM) instance of your website and the ServiceNow instance using a third-party OpenID Connect (OIDC) provider that supports both OIDC and single sign-on (SSO) protocols.
Configuring integration settings -- You have to set up your ServiceNow services and components to integrate with your Adobe Experience Manager (AEM) instance.
Customizing component colors -- You can define the look and feel of the ServiceNow components in Adobe Experience Manager (AEM) by specifying colors for them.
ServiceNow pages in Adobe Experience Manager -- Use pages provided on the ServiceNow site in the Adobe Experience Manager (AEM) as a reference to organize your AEM-based websites and provide a consistent user experience.
Display ServiceNow knowledge articles on an AEM page -- Use knowledge components available within Adobe Experience Manager (AEM) to access knowledge bases from the ServiceNow instance and display associated knowledge articles on an AEM-based website.
Display ServiceNow cases on an AEM page -- Use case components available within Adobe Experience Manager (AEM) to access customer service cases from the ServiceNow instance and display them on an AEM-based website.
OpenFrame overview -- OpenFrame provides a communication frame that customer service agents use to place and receive customer calls.
Computer Telephony Integration Workflows -- Computer Telephony Integration (CTI) enables customer service agents to place and receive phone calls in ServiceNow applications.
CTI demo implementation -- Use the CTI demo implementation to test the phone communication channel between customer service agents and external customers in a non-production instance.
Configure the CTI demo -- Before the phone communication channel between customer service agents and external customers can be used, the Notify, CTI Softphone, Customer Service Management, and Openframe plugins must be activated and configured, and a Twilio Voice account must be set up.
ICC for voice calls -- The ServiceNow Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer experience.
ICC call control features -- Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC).
Show or hide the conversation panel -- Show or hide the conversation panel in the real-time transcription (RTT) interface using the rtt_show_conversation_tab identity property. This feature allows the contact center providers to control the visibility of the conversation panel using the identity property.
Global call list -- Use the global call list capability enabled via OpenFrame integration. Access call controls to manage voice calls using the phone icon available in any workspace within your ServiceNow instance to ensure efficient call management without losing access to call controls.
Phone directory -- The phone directory enables agents to make outbound calls to queues, other agents, and external numbers from their ServiceNow instance.
Call resiliency -- Call resiliency for Contact Center as a Service (CCaaS) delivers phone calls to Agent Workspaces without creating an Interaction in the ServiceNow instance. This capability verifies uninterrupted and reliable call management.
Call Wrap-Up -- Call wrap-up enables agents to open the wrap-up modal, select wrap-up codes, and submit summary notes during an active call, so that call context is captured in real time.
Initiate wrap-up during an active call -- Open the wrap-up modal, select a wrap-up code, and submit summary notes during an active call so that call context is captured in real time.
Configure agent-initiated wrap-up -- Enable the agent-initiated wrap-up option and define the wrap-up codes that agents can select during an active call.
Implement the overflow menu for active calls -- Configure the toolbar layout order for the active call component so that call control buttons exceeding the available toolbar slots appear in the overflow menu.
Monitoring calls -- Call monitoring is a feature in the Contact Center as a Service (CCaaS) solution that enables supervisors and managers to observe, monitor, and analyze customer interactions.
Supervisor call monitoring -- Supervisors can monitor live customer interactions and respond to agent help requests by listening-in, coaching, or barging-in to calls. All supervisor actions taken after accepting a Help Request from an agent are logged with timestamps for audit and reporting.
Agent help request for voice calls -- Agents can request supervisor assistance during active customer calls by submitting help requests with context and reason. They receive real-time notifications when supervisors coach or barge in to help them resolve customer issues.
Queue selection -- Queue selection for outbound calls enables agents to route calls through a specific queue directly from the Global Call window, improving routing accuracy and reporting.
Using queue -- Use the toggle in the Global Call window to set a default queue for all your outbound calls during your current browser session, or select a queue for every call.
Select queues -- This procedure describes how to select a queue and place outbound calls using the Global Call keypad and phone directory in the CCaaS platform. It covers both standard and mandatory queue selection scenarios.
Usage insights for ICC call events -- Usage Insights provides event tracking for voice call events in ICC enabled interactions. Admins and managers can review detailed call events to verify correct event actions and diagnose issues without accessing console logs.
Enable Usage insights -- Configure Usage Insights to enable tracking of call events that are captured for agents. Admins and managers can view agent call events, inspect event payloads, and diagnose issues directly within the ServiceNow instance.
Verify Usage insights -- After you configure Usage Insights, confirm that call events are captured for the enabled agents and that event payloads appear as expected in the ServiceNow instance.
Voice Controls Simulator tool -- The Voice Controls Simulator tool enables CCaaS partners and customers to simulate and test voice control UI flows within the CSM Configurable Workspace.
Set up the Voice Controls Simulator tool -- Integrate with Interaction Controls Component (ICC) to manage voice call features. Then, use the Voice Controls Simulator tool to set up your call experience.
Launching the simulator -- This feature lets agents set up and test their voice workflow in a simulated environment without the hassle of uploading payloads for testing call-flows. The Voice Controls Simulator is only available from the CSM Configurable Workspace.
Setting idle state -- An agent in the idle state is available to receive or initiate work. Customize this state by configuring call controls such as the phone keypad for outbound calls, directory access, and the logout feature to manage the CCaaS platform session.
Configuring Transfer capabilities -- This step in the simulator doesn't display if you didn't select Transfer capability. Any value configured in the Phone directory, in the Set Idle State capabilities step, reflects in the Transfer list.
Adding participants -- This step is the final phase in your simulation where you add agent details and assign call capabilities for each participant.
Integrating with Microsoft Outlook -- Integrate Customer Service Management with Microsoft Outlook to perform tasks such as managing contacts and cases from within Microsoft Outlook.
Integrate Customer Service Management with Microsoft Outlook -- Customer Service Management provides an integration with Microsoft Outlook. This integration enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook.
Integrating with Safe Workplace applications -- Integrate Customer Service Management with ServiceNow Safe Workplace applications. This integration helps you safely reopen locations and support the health and safety of contacts and consumers after emergencies and pandemics.
Configure the health screening form -- Provide additional information on contacts or consumers to health screeners by adding fields to the health screening form.
Integrating with consumer messaging apps -- Integrate Customer Service Management with each consumer messaging app to deliver a conversational mobile messaging experience for consumers and customer contacts.
Integrating WhatsApp with Customer Service Management through Twilio -- Deliver a pre-integrated chat conversation experience with the WhatsApp messaging app for consumers and customer contacts. Integrate WhatsApp by using the ServiceNow Conversational Integration with WhatsApp (powered by Twilio) application.
System properties for configuring WhatsApp (WhatsApp Cloud API) -- You can configure the system properties for your Conversational Integration with WhatsApp (WhatsApp Cloud API) application so that you can enable secure and authenticated communication.
Integrating LINE with Customer Service Management -- Deliver a pre-integrated chat conversation experience with the LINE messaging app for consumers and customer contacts. Integrate LINE with the ServiceNow Conversational Integration with LINE application.
Integrating Facebook Messenger with Customer Service Management -- Integrate Facebook Messenger chat conversations with your ServiceNow instance so that consumers and customer contacts can communicate with your business using the Conversational Integration with Facebook Messenger application.
Integrating Apple Messages for Business with Customer Service Management -- Deliver a pre-integrated chat conversation experience with the Conversational Integration with Apple Messages for Business app for consumers and customer contacts. Integrate Apple Messages for Business by using the ServiceNow Conversational Integration with Apple Messages for Business application.
Integrating with Process Mining -- Integrate Customer Service Management with the Process Mining application to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.
Integrating with contact centers -- Integrate your contact center platform with the ServiceNow Customer Service Management (CSM) application to unify customer service teams through a single user interface. This integration centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences.
CCaaS Admin Console -- The Admin Console is a tool that administrators use to automate the import of data from CCaaS (Contact Center as a Service) providers into ServiceNow. This integration enhances Customer Service Management by enabling Unified Desktop and External Routing, which improves agent efficiency and customer experience.
Importing skills, queues, and wrap-up codes -- Import the skills, queues, and wrap-up codes that you have configured in your contact center provider to your ServiceNow instance.
Import queues -- Import queues from your contact center provider to ensure that customer interactions are routed to the appropriate agents based on their skills and availability.
Import wrap-up codes -- Import wrap-up codes from your contact center provider to ensure that each customer interaction is classified appropriately. For example, you can specify whether a call was for technical support, billing, or a product return.
Use AI to generate wrap up code and notes summary -- Now Assist automatically analyzes customer interaction transcripts to suggest wrap up codes and generate wrap up note summaries during the Interaction wrap up process. This capability reduces post call tasks while improving documentation quality and consistency.
Enable Now Assist to generate wrap up code and notes summary -- Configure Now Assist in your ServiceNow instance to enable the feature to automatically analyze interaction transcripts and recommend wrap up codes and generate notes summaries. This configuration allows agents to use AI-generated suggestions during the wrap up process or manually invoke the skill.
Import skills -- Import skills to assign the right agent to the customer interaction so that customer inquiries can be handled efficiently.
Amazon Connect for voice calls via ICC -- Agents can access the Active call controls directly from their CSM Configurable Workspace to manage phone interactions. This reduces context switching and improves productivity with Amazon Connect.
Integrating contact centers with Interaction Controls Component (ICC) for callbacks -- The callback interaction feature built on the Interaction Controls Component (ICC) supports callback voice interactions directly within the ServiceNow configurable workspace. The workspace provides agents with callback voice interaction and callback control features in a unified view, resulting in improved productivity and enhanced customer experience.
Callback interaction features -- Integrate callback voice capabilities and core contact center functions into Agent Workspace using Interaction Controls Component (ICC) to streamline call handling and enhance the agent experience.
Use -- Agents and managers can use Customer Service Management application to create cases for customers, route cases to agents with the required skills and availability, manage customer information and case activity, and connect with other applications and departments to assist with case resolution.
Manage cases -- Case management within provides a structured and efficient approach to handling a wide variety of service requests, incidents, and inquiries. It encompasses the processes and tools used to manage individual cases from initiation through resolution, ensuring that service delivery is consistent, timely, and aligned with organizational goals.
Create a customer service case -- Customer service agents and agent managers can create cases using the Customer Service Management application.
Create a case task -- Create a task for a customer service case for additional work that needs to be completed as part of resolving the case.
Create a case task of a specific type -- Customer service agents can create different types of case tasks by making selections from the case task type selector screen.
Case and account escalation -- Use the case and account escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.
De-escalate a case or an account -- The de-escalation requester can de-escalate cases or accounts when the cause of the escalation is resolved.
Major issue management overview -- Major issue management enables customer communication for issues that impact a wider audience. Use this application to proactively identify impacted customers, provide information to these customers, and manage the resolution process.
Major, candidate, and child cases -- Major issue management uses major case candidates to identify potential issues that impact multiple customers. Managers approve candidate cases for promotion to major cases, which you use to manage issue resolution. The system creates child cases for impacted customers and links them to the corresponding major case.
Recipients lists -- Use recipients lists that contain account or consumer information to create the child cases for a major case.
Create a major case -- Users with the customer service manager role can create a major case.
Create child cases for a major case -- Users with the customer service manager role can create a child case for each of the customers included in the major case recipients list.
Add an existing case as a child to a major case -- A major issue manager can add an existing case as a child to an accepted major case, either by selecting from a list of cases or by adding a case from the Suggested child cases related list.
Now Assist for CSM Major Issue Management -- As a Major Case Manager, you can review and approve or reject a proposed major case when a high-priority case is created with no parent.
Review a proposed major case -- When the AI workflow proposes a new major case, review the suggestion and approve or reject it to determine whether a major issue lifecycle is initiated.
Add an entitlement to a case -- Add one or more entitlements to a customer service case record in CSM Configurable Workspace.
Customer service satisfaction surveys -- Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal.
Create a consumer case from a chat -- If a consumer chat results in the need to open a case, create the case directly from the conversation.
Special handling notes -- The Special Handling Notes application enables you to create notes that bring important information about individual records, such as a case or account record, to the user's attention.
Respond to a case using an email quick message -- Use predefined quick email messages to quickly draft replies to customers. Agents can select predefined quick messages to add content into the message body of emails.
Use the Activity Stream -- Enhancements to Activity stream help reduce cluttering the Activity Stream and the agent effort to understand the case context.
Resolve cases with knowledge and community content -- Enable agents to resolve a case more quickly by searching for information from the knowledge base and community and, if helpful, associating it to the case.
Look up and verify a contact or consumer -- An agent can look up contact or consumer information from a saved interaction record, review and confirm the information, and then populate the information on the interaction record.
View the install base in CSM Configurable Workspace -- View a customer’s install base in CSM Configurable Workspace to quickly identify the support they require as well as the opportunities for adoption and upsell.
Open a knowledge article in a sub-tab -- Search for a knowledge article in Agent Assist or Recommended Actions - AI Search and then open the article in a sub-tab.
Create a knowledge article from a case -- Create knowledge articles from customer service cases to save case information and make it available to others in a knowledge base.
Report a knowledge gap -- If you cannot find relevant knowledge articles that could help resolve a case, you can report a knowledge gap.
Respond to a community thread from a case -- For cases that are created from a community discussion, customer service agents can view and respond to the discussion in a new browser tab.
Use Customer Central -- Get a quick overview of key customer information and recent customer activity to help you find out more about the customer contacting support.
View trending case topics -- Analyze the backlog of cases and identify clusters of cases that point to similar underlying issues.
Add trending case topics to existing major cases -- Work through cases more efficiently and resolve similar cases at once by identifying any existing major cases that the backlog of cases can be linked to.
Create major cases for trending case topics -- Work through cases more efficiently and resolve similar cases at once by creating major cases to add the backlog of cases to.
Manage email tasks -- You can compose, reply to, and preview emails directly from cases in CSM Configurable Workspace. This capability helps you save time and effort instead of having to address and send a separate email message.
Compose an email from a case -- As an agent, you can compose emails directly from cases within a ServiceNow instance. This capability helps you view and send emails to two different customers simultaneously which saves time and effort.
Compose an email from the ribbon component -- As an agent you can compose emails directly from cases within CSM Configurable Workspace without having to use an external email client. This capability helps you view and send emails to two different customers simultaneously which saves time and effort instead of having to address and send a separate email message.
Compose an email from an email template -- As an agent, you can compose emails using email templates. These templates contain default values for fields that you can easily add to email messages in the Compose panel on case records.
Preview an email from the Emails related list -- Preview emails directly from within cases. With this capability, you can select case-related emails and read the details in full view.
Using Business Location 360 -- Enable customer service agents to get a comprehensive, 360-degree view of the business location issues, so that they get the required contextual data to effectively resolve the reported issues within the Customer Service Management (CSM) application.
Business Location 360 components -- Customer service agents can resolve reported business location issues by using different components on the Business Location 360 page in the Customer Service Management (CSM) application.
Access Business Location 360 as a customer service agent -- Access the business location 360 page in the Customer Service Management (CSM) application as a customer service agent. You can get a comprehensive, 360-degree view of the business location issues all in one place.
Access Business Location 360 as a customer service manager -- Access the business location 360 page in the Customer Service Management (CSM) application as a customer service manager. You can get a comprehensive, 360-degree view of the business location issues all in one place.
Access Business Location 360 as a location service agent -- Access the business location 360 page in the Customer Service Management (CSM) application as a customer service agent. You can get a comprehensive, 360-degree view of the business location issues all in one place.
Outsourced Service Provider agent tasks -- Outsourced service provider agents (OSPs) extend the capabilities and reach of an organization’s customer service operations by providing basic customer service to customers and consumers.
Create work order -- An OSP agent can create a work order so that it can be assigned to a Field Service agent.
Escalate a case -- An OSP agent can escalate a case when unable to resolve or fulfil a case for various reasons such as
View account or consumer assets -- An OSP agent can view the assets owned by an account or consumer which helps in creating or fulfilling a case.
View account contracts -- As an OSP agent, you can view contracts owned by accounts or consumers in order to create or fulfill a case.
Create a case task -- An OSP agent creates a case task after a case has been assigned. As an agent, you can work on the case adding work notes and additional comments.
Assign a case -- Assign a case to yourself or another Outsourced Service Provider (OSP) agent within the organization to start working on the case or to fulfill the case.
Create an appointment -- As an agent, you can make an appointment with the requester of a case.
Transfer a case -- The OSP agent or manager, if unable to resolve a case, transfers the case manually to an enterprise's internal agent.
View cases -- OSP manager or agent, you must be able to view all application modules with the list of cases for customers, consumers, and products served by your organization.
View case related emails and respond -- As an OSP agent, you can view the list of emails related to a case that is assigned to you. You can respond to a case by emailing stakeholders.
Propose a major case -- As an OSP agent, you can propose a major case from the existing customer service case assigned to you.
Close a case -- Users with OSP agent role can propose a solution to a case and close the assigned cases.
Contextual search -- An OSP agent can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to according to the data governance.
View list of entitlements -- As an OSP manager or agent, you must view entitlements for an account or consumer to create or fulfil cases.
Schedules and sites -- Manage agent scheduling and availability, use the mobile app to perform common tasks on the go, and manage and support your customer base with install base plans and contracts.
Agent calendar -- Customer service agents and field service technicians can use the agent calendar to see work schedules and assignments and also add personal events such as meetings or appointments.
Configuring an agent calendar -- Users with the agent calendar administrator role can perform several calendar configuration tasks.
Create an event configuration -- Create event configurations to define and manage event types for the team calendar.
Create a work schedule -- Users with the agent schedule administrator role can create one or more work schedules for a customer service agent or a field service technician.
Create calendar schedule -- Users with the agent calendar administrator role can create a schedule to use with the agent calendar.
Use agent calendar -- Users with the agent calendar user role can add events to their personal calendar and configure the calendar to show or hide different types of events.
Add event -- Users with the agent schedule user role can add events to their personal calendar.
Move event -- Users with the agent schedule user role can move events on their personal calendar.
Show or hide event types -- Users with the agent schedule user role can personalize their calendar and show or hide different types of events.
Use Microsoft Outlook with CSM -- Integrate Customer Service Management with Microsoft Outlook to perform tasks such as managing contacts and cases from within Microsoft Outlook.
View customer details -- Once you have integrated Customer Service Management (CSM) with Microsoft Outlook, you can view customer details in an Outlook add-in panel to make communication easier.
Create Outlook contacts -- As an account manager, you can create a contact when you receive an email from a customer whose details aren’t in the Microsoft Outlook contacts list.
Modify Outlook cases -- As an account manager, view the five most recent cases related to a Microsoft Outlook contact to understand contact-related issues, modify any case information, and communicate more efficiently with the contact.
Create case from email -- If a customer whose contact details are available sends an email stating an issue, you can easily create a customer service case.
Mobile experience for CSM -- Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.
Mobile app overview -- Customer service agents and managers can use the applet launcher and applets in the Customer Service mobile application to view notifications and manage customer service cases.
Getting started mobile application -- Use the ServiceNow Agent mobile app to access the Customer Service mobile application. Then log in to an instance as an agent or manager and work on your customer service cases.
Agent and manager tasks -- Customer service agents manage cases and real-time notifications help in taking immediate action. Customer service managers can approve escalations and perform tasks on major issues with a swipe.
Install base work plans -- You can create an install base work plan on the Customer Service Management application to get the details that are related to an install base item. Work plans help you to create, maintain, and view the basic details of an install base item. You can also plan for the regular and timely maintenance of the install base item.
Create work plan -- Create a work plan so that you can plan and delegate field service agents to fulfill the planned maintenance operations for an install base item on the Customer Service Management (CSM) (CSM) application and CSM Configurable Workspace.
Create work order -- Create a work order to manage your regular maintenance and service requirements for an install base item. You can do this task by using the Customer Service Management (CSM) application.
Automate and optimize -- Enhance the efficiency and effectiveness of your ServiceNow Customer Service Management platform with automated workflows, AI-powered chatbots, predictive analytics, and data analytics and reporting.
Using Virtual Agent in service portals -- The ServiceNow Virtual Agent platform offers user assistance through an intelligent messaging interface that helps you to deliver conversational support when integrated into your Customer and Consumer Service Portals.
Now Assist in Virtual Agent in self-service portal -- Integrate the Now Assist in Virtual Agent in Virtual Agent with Customer and Consumer Service Portals to enable generative AI skills in your conversational experiences. It helps create a natural-language conversational experience that can improve the success of your self-service workflows.
Using Now Assist in portal case form -- Guide requesters through a self-service flow to find solutions to their problems using Genius Results and reduce the number of cases created.
Update the service portal chat configuration -- Configure the Now Assist in Virtual Agent chat configuration to ensure Now Assist in Virtual Agent loads on your Customer and Consumer Service Portals when CSM chat is enabled.
Using Proactive Customer Service Operations -- Monitor your customers' products and services to identify issues proactively, inform the affected customers, and fix issues quickly.
Create a proactive case from an alert -- Create a case for customer install base affected by an alert to anticipate customer issues and address them proactively.
Track install base service health -- Track the operational status of install base items belonging to an account, to better correlate customer issues and provide faster responses.
Associate an outage to a major case -- Associate an outage with a major case to keep customers informed about any issues affecting their install base items.
Create an outage from a major case -- Create an outage from a major case to keep customers informed about any issues affecting their install base items.
Track outages for install base items -- View outages associated to a case to keep customers informed about any issues affecting their install base.
Use Task Intelligence -- Use the Task Intelligence features to create field prediction and sentiment models, review and submit values extracted by Document Intelligence, and review task intelligence analytics and prediction history.
View analytics -- View the Task Intelligence for CSM Analytics dashboard to monitor the model performance over time, track the business value, and see what predictions your agents did or didn't use.
View prediction history -- View details about historical predictions in the Predictor Result [ml_predictor_results] table.
View prediction on field change -- Agents can use Task Intelligence to predict values for configured fields before a case is created and after a case is created.
View similar case recommendations -- The similar case recommendation feature allows customer service agents to quickly find similar cases that can provide helpful information about a current case. This feature can also provide recommendations about cases that may be related to major issues.
Use Guided Decisions in playbooks to resolve cases -- As an agent, work your way through a decision tree in a playbook to help troubleshoot a case and get recommendations on the next possible steps in solving the case.
Use Guided Decisions in recommended actions to resolve cases -- As an agent, work your way through a recommended action of type decision tree to help troubleshoot a case and get recommendations on the next possible steps in solving the case.
Using the Recommended Actions application -- Through the Recommended Actions application, use the recommended actions of type guidance and guided decision tree in your workspace to resolve cases quickly. Use the field recommendation to get recommendations on the field values. Use the AI search option to search the relevant resources from various sources.
Resolve cases -- As an agent, you can use Recommended Actions to help address customer issues and resolve cases quickly.
Attach knowledge articles to chat -- As an agent, use chat in Recommended Actions to resolve issues of the customers by attaching knowledge articles.
Use AI search to resolve cases -- As an agent, use AI search in Recommended Actions to help address customer issues and resolve cases quickly.
Viewing dynamic related records in the contextual side panel -- Customer service agents can view dynamic related records in the contextual side panel in CSM Configurable Workspace. This feature displays related records that dynamically change based on the context of the current record or playbook activity.
Add an optional activity -- Add optional activities to different stages in a playbook. Although customer processes follow a certain structure, optional tasks may be necessary in some instances. For example, a customer may want to schedule an appointment to visit a location.
Summarize a case -- Enable your agents to summarize the case details and to display this information on the case record by using the Now Assist for CSM case summarization skill.
Agent management -- Manage agents effectively to deliver exceptional customer service. Recruit, train, and monitor their performance continuously. Support your customer service agents consistently. Equip and motivate them well to enhance customer satisfaction and operational efficiency.
Time recording for Customer Service Management -- Record time worked on cases and case tasks. Time worked entries automatically generate time cards and time sheets for manager approval.
Record time worked -- Customer service agents can record time worked on a case or case task as well as time spent on other activities.
Review time worked -- Customer service agents can review time worked on cases and case tasks.
Modify or delete time worked entries -- Agents can modify and delete existing time worked entries and create new entries after a time sheet has been approved.
Review a time card -- Customer service agents can review time cards created from time worked records.
Location Based Holiday Calendar Management -- Location‑based holiday calendars helps to improve workforce scheduling by mapping holidays to specific regions, enabling managers to plan shifts with accuracy, and reduce manual adjustments.
Configure Location Based Holiday Calendar -- Create location‑based holiday calendars that align regional holidays with fixed or rotating shifts, enabling accurate workforce scheduling and reduced manual effort.
Assignment workbench overview -- The assignment workbench enables customer service managers to assign tasks to agents efficiently and intelligently. The workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.
Matching criteria for case assignment -- The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.
Manage special handling notes -- Get critical information about specific customers and empower agents in delivering personalized and efficient service with special handling notes.
Add an agent to the chat support assignment group -- Agents must be added to the chat support assignment group before they can receive chat requests. This assignment group is used by the Customer Service Management chat communication channel to route chat requests.
Outsourced Service Provider manager tasks -- Manage various tasks as an Outsourced Service Provider (OSP) Manager, including onboarding Outsourced Service Provider agents, viewing unassigned cases, and assigning cases to groups or agents under your supervision.
Assign a case to an OSP agent -- As an Outsourced Customer Service external manager, you can assign a case to an agent under your group.
Workforce Optimization for Customer Service -- Enhance the quality and efficiency of your teams using channel management capabilities, smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.
Manager Workspace landing page -- The Manager Workspace landing page provides managers with real-time alerts and key metrics that reflect the overall health and performance of the organization. By consolidating work and resource management data, managers can effectively oversee team performance, optimize agent utilization, and drive continuous improvement.
Channel Management -- Channel management lets you monitor important metrics across different channels and queues, manage the work being done by your team members, and collaborate with them to solve complex issues for your end-customers.
Using Channel Management -- Use Channel Management to keep a track of the real-time performance of work done by your team members through channels and queues views. You can also drill down into specific cases and chats and collaborate with your team members to achieve better results.
Using Channel Management -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.
Assist agents in live chat conversations -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.
Track and analyze the queue health -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.
Allocate work items manually to agents -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.
Track and analyze agents' performance -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.
Override channel capacity for an agent -- Route work items to assigned groups using channels. Use skill-based routing to ensure that the right work goes to the right agent. Review real-time performance as your team is actively working on tasks across channels. When you see escalations, you can help your agents resolve issues without the requester being aware of it.
Using Voice -- Use Voice to deflect cases away from your human agents using bots. You can record phone interactions when agents resolve issues. Also, you can monitor those interactions to evaluate and improve the quality of case resolutions.
Associate Amazon Connect queues with CSM -- Set up phone queues for Amazon Connect to gain visibility into the queues using Workforce Optimization for Customer Service.
Listen, Monitor or Barge in to an agent call -- Monitor your customer service agents' calls when they are resolving issues for external callers by using Workforce Optimization for Customer Service.
Analyze Amazon Connect transcript and sentiment analysis -- Analyze your agent's call recordings, transcripts, and sentiment reports. With this information, you can assess the call quality and train your agents to handle calls better in the future.
Analyze skills -- Add skills to groups and view skill assignments for your teams.
Assigning work using Work Scheduler -- Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items.
Assign work based on your teams' skills and capacity -- Plan your teams' work and assign work items such as incidents, problems, change requests, or interactions to them based on their skills, availability, and capacity. View your teams' shifts, events, and work assignments and assign or reassign the work items from a central location.
Matching criteria for work items in Work scheduler -- The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.
Schedule -- By using Scheduling, you can manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
Create a shift plan -- Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.
Create a schedule plan -- Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure that you are using your resources in the best way possible for your organization.
Publish a schedule plan for visibility into team coverage -- Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.
Track and manage your team schedule -- Create, update, or monitor the schedule for your team from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.
Create recurring meetings -- Set recurring meetings or training sessions for your team from the Schedule tab. You can create daily, weekly, monthly, or yearly meetings.
Monitor schedule adherence of your agents -- Use schedule adherence to evaluate whether or not your agents are adhering to their assigned schedules. You can look for areas where low-value activity can be eliminated or reduced and further analyze staffing levels throughout the day.
Analyze the time worked summary -- View the time worked summary of your team members to determine if your teams are adhering to the planned schedules. You can also use historical adherence, which is a reporting view of real-time adherence, to see how well your agents have followed their schedules in the past.
Verify access criteria for a group -- Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.
Teams -- Teams lets you organize each of your teams into assignment groups, define a set of key performance indicators (KPIs) to analyze the performance of all groups within a team, drill into the metrics for a group, an agent, or an incident from a central location, and manage your teams effectively from a single location.
Using Teams -- Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.
Analyze the performance trends for your teams -- Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.
Coaching -- Coaching lets you review and assess the quality of completed interactions and tasks, enhance your teams' skill set by assigning training based on the assessments, add skills to their profile when they get trained, and identify skill gaps to train your agents effectively.
Using Coaching -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
The Skills OVerview -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
Assess the quality of completed tasks -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
Manage skills -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
Coaching with Learning -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
Create a learning catalog -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
Create a learning task -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
Create internal learning content -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
Add external courses to coaching with learning -- By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.
Mobile Experience -- Manage customer service cases from your mobile device with the Now Mobile Agent application. You can stay connected and access information in real time so that you can complete your tasks quickly.
Scheduling -- Learn how you can plan shifts that include break time for your agents to effectively manage their schedule in Workforce Optimization for Customer Service. Publish schedules to view the agent schedules on the team calendar.
Schedule Adherence -- You can use schedule adherence to monitor whether your team members are adhering and conforming to the schedules and to improve the operational efficiency of your organization.
Work scheduler -- Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. From your team's calendar, you can assess the task complexity level and work capacity, and assign or reassign work.
Demand forecast -- Demand Forecast enables managers to view their agent staffing forecast at 15-, 30-, and 60-minute intervals on the team calendar. This feature enables managers to adjust and prioritize schedules, tasks, breaks, and meetings for their agents without impacting service objectives. Learn how you can use Demand Forecast to predict resources based on historical data.
Access your profile -- Track and monitor the real-time status of your work by accessing your profile in CSM Agent Workspace. You can track information such as how many cases and interactions you have closed and how many you are actively working on. You can also view the roles and groups to which you belong and see information about your manager and teammates.
Manage your schedule -- Look up your schedule, request time off, or swap your shift with your peers using the calendar in CSM Agent Workspace. If you can work during the requested shift, you can also approve your peer's request for shift swap.
Clock-in and clock-out your work shift -- Clock in and clock out your work shifts using CSM Agent Workspace. You can track your details, such as time attendance and time worked summary, to know how close you are adhering to your schedules.
Accept or reject a shift swap -- You can approve a shift swap requested by your peer if you are available to work for that time period. You can reject it if you are unable to work then.
Customer management -- Enhance customer engagement and satisfaction by managing all interactions to ensure a seamless and efficient service experience. Simplify processes, improve communication, and provide personalized service.
Using customer access management -- Learn how customers, contributor users, and customer service agents use customer access management.
Add related parties to a case -- Add related parties to a case to help provide the access level to the related parties, such as contacts or consumers on a case.
Case update notifications -- Contacts, consumers, and contributor users assigned the Authorized Representative responsibility on a case receive all email notifications sent to the case’s primary contact.
Adding related parties to a sold product -- Add related parties to a sold product to help provide the access level to the related parties, such as contacts, consumers, or accounts.
Add additional consumers for the sold product -- Add additional consumers for your business-to-consumer (B2C) or business-to-business-to-consumer (B2B2C) sold products by defining the type and responsibility of additional consumers. After you add this information, additional consumers can have the same access to the consumer associated with the sold product and the related entities.
Add additional contacts for the sold product -- Add additional contacts for the B2B (accounts or contacts) or B2B2C sold product by defining the type and responsibility. Once added, additional contacts have the same access to the contact associated with the sold product and the related entities.
Add additional accounts for the sold product -- Add additional accounts or contacts for your business-to-business (B2B) or business-to-business-to-consumer (B2B2C) sold products by defining the type and responsibility of additional accounts or contacts. Once you add accounts as related parties, all contacts associated with the related party account can access the sold product.
Add related parties to an install base item -- Add related parties to an install base item in the Customer Service Management application so that you can enable another party to have access to an install base.
Restrict contact access -- Restrict contact access to sold products and install bases by limiting the access for associated contacts and their access levels for customer access management.
Customer Contracts and Entitlements -- Learn how consumers, managers, agents, and administrators use the Customer Contracts and Entitlements application to generate customer contracts and contract lines.
Using Contracts and Entitlements Workflows -- Learn how contracts and entitlements using workflows enable you to create and manage customer contracts, customer contract lines, and entitlements.
Suspend a customer contract -- Suspend a customer contract and its child customer contract lines by creating an order on the CSM Configurable Workspace. Suspending a customer contract suspends or disables the services specified in that customer contract.
Modify a customer contract -- Modify a customer contract so that you can update its existing configurations.
Resume a customer contract -- Resume a customer contract and its child customer contract lines by creating an order on the CSM Configurable Workspace. By resuming a customer contract, you are restarting the services specified in that customer contract.
Renew a customer contract -- Renew a customer contract on the CSM Configurable Workspace before the customer contract expires.
Cancel a customer contract -- Create an order to cancel a customer contract and its child customer contract lines on the CSM Configurable Workspace. By canceling a customer contract, you are terminating the services specified in that customer contract.
Suspend a customer contract line -- Suspend a customer contract line and its child customer contract lines by creating an order on the CSM Configurable Workspace. By suspending a customer contract line, you are suspending or disabling the services and characteristics associated with that customer contract line.
Resume a customer contract line -- Create an order to resume a customer contract line and its child customer contract lines on the CSM Configurable Workspace. By resuming a customer contract line, you are restarting the services specified in that customer contract line.
Renew a customer contract line -- Renew a customer contract line on the CSM Configurable Workspace. You can renew the services specified in the customer contract line and its associated child customer contract lines and entitlements.
Cancel a customer contract line -- Create an order to cancel a customer contract line and its child customer contract lines on the CSM Configurable Workspace. By canceling a customer contract line, you are canceling or disabling the services and characteristics associated with that customer contract line.
Upsell or Downsell a customer contract line -- Upsell or downsell a customer contract line on the CSM Configurable Workspace. You can reduce or increase the quantities of the products specified in the customer contract line.
Modify an entitlement -- Modify an entitlement associated to an account so that you can update its existing configurations.
Suspend an entitlement -- Suspend an entitlement by creating an order on the CSM Configurable Workspace. By suspending an entitlement, you are suspending or disabling the services and characteristics associated with that entitlement.
Resume an entitlement -- Resume an entitlement by creating an order on the CSM Configurable Workspace. By resuming an entitlement, you are restarting the services and the characteristics specified in that entitlement.
Cancel an entitlement -- Cancel an entitlement by creating an order on the CSM Configurable Workspace. By canceling an entitlement, you are canceling or disabling the services and characteristics associated with that entitlement.
Add covered products -- Covered products refers to specific products or order line items that are included in a customer contract. These items are linked to the contract to define what is covered for service or maintenance. Covered products can be directly tracked through the contract records, facilitating changes and visibility of what is covered.
Record the usage on the entitlement -- Record the consumption or usages made out of the total characteristic quantities allotted for an entitlement.
Create a social media profile -- Users with the customer service manager role can create a social media profile for an account, contact, or consumer.
Create a social media log entry -- Users with the customer service manager role can create a social media log entry for a case.
Using customer data models for B2B2C -- With the business-to-business-to-consumer (B2B2C) model, organizations across industries can easily configure multi-level customer relationships and support business customers who can support their end consumers.
Associate an account with consumers -- Enable customer service managers to identify the end consumers who are using products or services and track customer information.
Using CSM Data Classification -- Introduced a new CSM Data Classification (sn_csm_dataprivacy) Store application that provides base system classifications for customer relationship management (CRM) data, categorizing it as internal, personally identifiable information (PII), confidential, and more. The solution leverages the ServiceNow AI Platform data privacy capabilities to apply appropriate protection measures and enhance data security.
Customer communication -- Prioritize clear, timely, and meaningful customer interactions to ensure satisfaction and loyalty. Leverage comprehensive suite of tools to facilitate robust customer communication and enhance service management practices.
Using Playbooks for Portals -- Whether you're a customer service agent or a customer, you can use Customer Service Management (CSM) playbooks on service portals to complete the tasks and activities that you need to resolve your cases.
Create an onboarding case -- Whether you're a contact or a consumer, you can create an onboarding case with a case type that is based on the issue or request in either the Customer Service Portal or Consumer Service Portal.
Create an onboarding case in the Configurable Workspace -- 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.
Using Walk-up Experience -- Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations.
Check in -- As a store representative, you can enable customers to check in on arrival at your service location. The user is added to the requester queue after filling in some details and a reason for the visit.
Schedule appointments or join queue -- Customers must invest time in coming to a physical location for service. The ability to book appointments at a specific time helps plan visits to the service location. A slot is pre-assigned based on the appointment booking.
Schedule appointment as a guest -- Schedule walk-up appointments as a guest user from either the Customer Service Portal or Consumer Service Portal.
Monitor queues -- Once you check in at a location, you are notified of the wait time and your position in the queue. You can view the issues being serviced and the queue.
Dashboard -- As a service manager you can see key metric reports for walk-up interactions which helps in monitoring the performance of agents and service locations.
Manage queues and interactions -- Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment.
View assigned location -- Walk-up Experience technicians can view a list of the walk-up queues they’re assigned to support. Location queues reveal all the information that a technician must know to operate the queue efficiently.
View inbox -- View a personal inbox of automatically assigned Walk-up Experience interactions using the CSM Configurable Workspace feature interface.
Manage auto-assigned interactions -- Technicians supporting CSM Walk-up Experience locations can view and manage interactions automatically pushed to the CSM Configurable Workspace inbox.
Manage interactions manually -- Technicians supporting walk-up locations can manually manage queue requests with several CSM Walk-up Experience interaction-related modules.
Manage appointments in Agent Workspace -- Viewing upcoming scheduled CSM Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.
Manage appointments in the navigator -- Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.
Use Auto-Responder for case deflection -- Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.
Close case within knowledge article -- View knowledge articles included in the email notification sent by the Auto-Responder feature for a customer service case and close the case from within a helpful knowledge article.
Set notification preference -- Set notification preferences for receiving Auto-Responder recommendations on customer service cases you submitted or for which you are on the watchlist.
Use omnichannel callback -- The ServiceNow Omnichannel Callback for Customer Service Management app enables a callback option for customers when there's a long wait time for a live agent.Additionally, agents can schedule callbacks on behalf of customers from CSM Configurable Workspace
Callback requests from customers -- Customers can request a callback from an agent when the wait time to reach an agent is too long or agents are unavailable.
Working with callback requests using Virtual Agent -- As a customer, you can request a callback from a customer service agent through a Virtual Agent conversation. You can request an immediate voice callback or schedule a voice or video callback that you can reschedule or cancel.
Request a callback from a Virtual Agent chat -- As a customer, you can request a callback from a customer service agent through a Virtual Agent conversation. You can request an immediate voice callback or schedule a voice or video callback that you can reschedule or cancel.
Reschedule a callback from a Virtual Agent chat -- As a customer, you can request a callback from a customer service agent through a Virtual Agent conversation. You can request an immediate voice callback or schedule a voice or video callback that you can reschedule or cancel.
Cancel a callback from a Virtual Agent chat -- As a customer, you can request a callback from a customer service agent through a Virtual Agent conversation. You can request an immediate voice callback or schedule a voice or video callback that you can reschedule or cancel.
Working with callback requests using the Customer Service Portal -- As a customer, you can request a callback from a customer service agent using the Customer Service Portal. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
Request a callback using the Customer Service or Consumer Service Portal -- As a customer, you can request a callback from a customer service agent using the Customer Service Portal. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
Cancel a callback using the Customer Service or Consumer Service Portal -- As a customer, you can request a callback from a customer service agent using the Customer Service Portal. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
Working with callback requests using Engagement Messenger -- As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
Request a callback using Engagement Messenger -- As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
Reschedule a callback using Engagement Messenger -- As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
Cancel a callback using Engagement Messenger -- As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.
Callback requests by agents -- Agents can create callback requests on behalf of customers directly from CSM Configurable Workspace when customers request a return call or when follow-up is needed.
Callback request using GVC -- As a customer service agent, when you leave the callback interaction page on the CSM/FSM Configurable Workspace during a call, you can use Global Voice Control (GVC) to continue with callback actions. You can return to the interaction page by selecting the Open interaction link.
Using Email Interaction for CSM -- Email Interaction for CSM application enables agents to create interactions from customer emails, helping them resolve simple customer queries through these interactions. They can create a case from an interaction when further investigation is needed for resolving the customer query. This process provides clarity of the effort needed for customer query intake and actual investigation needed for query resolution.
Route and assign emails to agents -- Route and assign email interactions to the appropriate agents based on predefined rules and criteria.
Assign an interaction manually -- Route and assign email interactions to the appropriate agents based on predefined rules and criteria.
Unified routing of email interactions via CCaaS -- Leverage a unified routing solution through Contact Center as a Service (CCaaS) to streamline email interactions using consistent routing logic across voice, chat, and other digital channels. This centralized approach eliminates the need for disparate systems, instead routing all interactions through a single, unified engine.
Email interaction page -- The email interaction page enables agents to view incoming and outgoing emails, attachments, work notes, and other related information in one location. Agents can review and respond to emails and resolve customer inquiries.
Engage via email interactions -- Engaging with customers through email interaction involves verifying customer details as well as creating and updating consumer or contact records. It also includes viewing past emails in the Activity stream. Agents can compose email responses using email and response templates, add internal work notes, and track activity history for better context.
Verify user details -- Look up users and manage their information. As an agent, you can find the consumer and contact information from an interaction record, review and verify the information, and then update the interaction record. If the customer is a guest user without an existing consumer or contact record, you can create a record by capturing necessary information.
Create a record -- Create a consumer or contact from the Lookup and Verify feature in the contextual side panel.
Create a customer contact -- Use the Contact card on the email interaction page to create a customer contact and add the customer contact into the interaction record.
Use activity stream -- View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The activity stream updates when an email is sent or received, or when a work note is posted.
Use the compose section -- Use the Compose section in the email interaction to draft emails, create internal work notes, or draft email responses using response templates.
Compose an email response -- Use the Compose section in the email interaction to draft emails, create internal work notes, or draft email responses using response templates.
Compose a work note for internal use -- Use the Compose section in the email interaction to draft emails, create internal work notes, or draft email responses using response templates.
Response notifications -- View notifications on email responses that are received from the customer in the ongoing email conversation.
Close an email interaction -- Close the email interaction after the customer accepts the resolution. The email interaction also automatically closes due to customer inactivity.
Wrap up email interactions -- Close email interactions with a wrap-up code to categorize the interaction outcome. Wrap-up codes support both AWA-routed and CCaaS-routed email interactions.
Transfer email interactions -- Transfer an email interaction routed by AWA or CCaaS to another agent or queue when the interaction needs to be handled by a different team or individual.
Create outbound email interactions -- Initiate an outbound email interaction from a contact or consumer record to proactively engage with a customer. The system automatically creates and tracks the interaction.
Create case -- Create a case from an inbound email interaction when the customer query requires further investigation. The case and interaction are linked to each other. All communication and case details are easily accessible for more efficient resolutions.
Create a case -- Create a case from an inbound email interaction when the customer query requires further investigation. The case and interaction are linked to each other. All communication and case details are easily accessible for more efficient resolutions.
Link case to email -- Avoid duplicate case creation by associating an existing case with an email interaction.
Access linked cases and emails -- Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This smooth navigation helps agents manage customer issues more effectively.
Access a case from an email interaction -- Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This smooth navigation helps agents manage customer issues more effectively.
Access an email interaction from a case -- Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This smooth navigation helps agents manage customer issues more effectively.
Email reply linking for closed interactions -- When a customer replies to an email associated with a closed interaction, Email Interaction automatically links the reply to the correct open case or interaction without creating a duplicate interaction or requiring agent intervention.
Summarize email interaction -- Use ServiceNow Otto to generate an AI summary of an email interaction, giving agents a concise overview of customer issues, conversation context, and action items without reading through entire email threads.
Use Customer Service Portal -- Search for information about a question or an issue, or request assistance from a customer service agent.
Manage contacts -- Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal.
Create a customer contact -- Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal.
Update contact information for a user -- Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal.
Enable or disable the login for a contact -- Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal.
Assign a user role to a contact -- Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal.
Manage customer registration -- Users with the customer administrator role can approve or reject registration requests that customers submit from the Customer Service Portal.
Approve registration requests -- Users with the customer administrator role can approve or reject registration requests that customers submit from the Customer Service Portal.
Reject a registration request -- Users with the customer administrator role can approve or reject registration requests that customers submit from the Customer Service Portal.
Assign a contact to an asset -- Users with the customer administrator role can assign a contact to an asset from the customer portal.
Search for information -- Use the search feature on the customer portal to find information about a question or an issue.
Knowledge base -- Use the customer portal to search the knowledge base or view a list of popular knowledge base articles.
Community -- Use the customer service portal to search the community site or view a list of recent discussion topics.
Deflect cases with Self-service -- Enable customers to search for information from the knowledge base and community and find solutions to their issues.
Change password -- Change your password directly from the Customer Service Portal. Users with the required roles can change their passwords from the Customer Service Portal.
Self-register -- The self-registration feature enables new customer contacts to submit registration requests through the customer portal.
Submit request -- Submit a registration request from the Customer Service Portal.
Password reset -- If you forget your password, you can request a new password from the customer portal login screen.
First login -- After a registration request is approved, the customer contact receives an email with a user ID and temporary password. When logging in for the first time, the contact is asked to change the password.
View product details -- View a list of products to track the products or services sold to your account and manage your services using service catalogs.
Create a case -- Create a case about a question or issue on a product from the Customer Service Portal.
Chat with an agent -- Chat with a virtual agent or a customer service agent from the Customer Service Portal to resolve issues quickly.
Virtual agent help -- Predefined Customer Service Virtual Agent chatbot conversations help your customers complete common self-service tasks, such as getting help with a product or checking the status of a case. Use predefined NLU with your virtual agent chatbot topics to enable the chatbot to assess user intent and provide the best response based on the conversation's context.
View/edit case -- View or modify the information in a selected customer service case.
View publication -- View the details of a publication on the Customer Service Portal and download any attachments.
Take a survey -- After accepting a proposed solution for a case, complete a customer service satisfaction survey.
Item/Service request -- Browse the catalog and create a request from the Customer or Consumer Service Portals.
Create an install base case -- Create a case about a question or issue on your install base from the Customer Service homepage.
Approve requests -- Users with the snc_external role can view and approve registration requests and change requests from the Customer Service Portal.
View request status -- Users with the snc_external role can view the status of requests and change requests from the Customer Service Portal.
Language option for guests -- The language selector widget enables guest users and unauthenticated users to select, view, and update content in their preferred language.
Business Portal -- Search for answers to questions or known issues, or contact a customer service agent for assistance.
Manage contacts -- Create and update customer contacts, assign roles to contacts, and enable or disable contact login from the business portal.
Create a customer contact -- Create and update customer contacts, assign roles to contacts, and enable or disable contact login from the business portal.
Update contact information for a user -- Create and update customer contacts, assign roles to contacts, and enable or disable contact login from the business portal.
Enable or disable the login for a contact -- Create and update customer contacts, assign roles to contacts, and enable or disable contact login from the business portal.
Assign user roles to a contact -- Create and update customer contacts, assign roles to contacts, and enable or disable contact login from the business portal.
Manage customer registration -- Users with the customer administrator role can approve or reject registration requests that customers submit from the business portal.
Reject a registration request -- Users with the customer administrator role can approve or reject registration requests that customers submit from the business portal.
Self-register -- The self-registration feature enables new customer contacts to submit registration requests through the business portal.
Submit a request -- Submit a registration request from the business portal.
First login -- Use your user ID and temporary password to login to the business portal for the first time.
Reset password -- If you forget your password, request a new one from the business portal login screen.
Change password -- Change your password directly from the business portal to secure your account.
Chat with a virtual agent -- Chat with a virtual agent or a customer service agent from the business portal to resolve issues quickly.
Get help from virtual agent -- Predefined Customer Service Virtual Agent chatbot conversations help customers complete common self-service tasks, such as getting help with a product or checking the status of a case.
Deflect cases with knowledge content -- Enable customers to search for information from the knowledge base and and find solutions to their issues.
View install base information -- View a list of install base to track the instances provisioned for your account and see which products or services run on them.
Create an install base case -- Create a case about a question or issue on your install base from the business portal.
View product details -- View a list of products to track the products or services sold to your account and manage your services using service catalogs.
View product inventory details -- Enable customers to view and track the list of product inventories associated to their account.
Create a product case -- Create a case about a question or issue on a product from the business portal.
Guest experience on portal -- Guest users can view the header, footer, knowledge articles cards, and resources menu on the home page.
Enable language option for guests -- The language selector widget enables guest users and unauthenticated users to select, view, and update content in their preferred language.
Walk-up Check-in -- Schedule an in-person walk-up appointment at a service center from the Business Portal.
Common FAQs -- View a list of frequently asked questions on the Business Portal to find answers for some common questions.
Using the Consumer Service Portal -- The Consumer Service Portal is a web interface that your company can use to provide information and support to consumers.
Pre-chat survey -- Start a support chat on the Consumer Service Portal by completing the Pre-chat survey. Survey questions vary depending on whether you are logged in or anonymous.
Register for the portal -- Register for the Consumer Service Portal to gain access and create a consumer profile.
Login to the portal -- Use the name and password that you created during the registration process to log in to the Consumer Service Portal.
View or edit a consumer profile -- Registered users with the consumer role can view their consumer profiles, edit the information as needed, and change passwords.
Register a product -- Users with the consumer role can register their products from the Consumer Service Portal.
View the product list -- Users with the consumer role can view a list of their registered products from the Consumer Service Portal.
Create case -- As a user with the consumer role, you can create cases from the Consumer Service Portal.
View case -- Users with the consumer role can view a list of cases from the Consumer Service Portal and select individual cases to see more detail.
Accept or reject a case solution -- Users with the consumer role can accept or reject the proposed solution for a case from the Consumer Service Portal.
Chat with an agent -- Chat with a virtual agent or a customer service agent from the Consumer Service Portal to resolve issues quickly.
Anonymous Agent Chat -- Users that are not logged in can chat anonymously with an agent from the Consumer Service Portal to resolve issues more quickly.
View publication -- View the details of a publication on the Consumer Service Portal and download any attachments.
Use Consumer Portal -- The Consumer Portal is a web interface that your company can use to provide information and support to consumers.
Register for the portal -- Create a consumer account on the Consumer Portal to access self-service features, submit cases, and manage your profile.
Log in to the portal -- Log in to the Consumer Portal to access your cases, products, and profile information.
View or edit a consumer profile -- View and update your consumer profile, including personal information and contact details, from the Consumer Portal.
Change portal password -- Change your Consumer Portal password from your profile settings.
Register a product -- Register a product on the Consumer Portal to track it in your account and access product-specific support.
View the product list -- View the list of products registered to your account from the Consumer Portal and access details for each product.
Request item or service -- Submit a request for an item or service from the Consumer Portal service catalog.
Access your list of install base items -- View install base items registered to your account from the Consumer Portal, including details for each device or service.
Get product help -- Submit a case from the Consumer Portal to get help with a product question or issue.
View case and tasks -- View your cases and tasks from the Consumer Portal, including case status, conversations with agents, and attached files.
View all cases -- View all cases submitted from the Consumer Portal, including case details, agent conversations, and current status.
Accept or reject a case solution -- When an agent proposes a solution to your case, accept or reject it from the Consumer Portal to close or reopen the case.
Chat with an agent -- Start a chat session with a virtual agent or a customer service agent from the Consumer Portal.
Anonymous Agent Chat -- Start a chat session with an agent from the Consumer Portal without logging in to your account.
View publication -- View publications on the Consumer Portal to read targeted communications and download any associated attachments.
Walk-up Check-in -- Schedule a walk-up appointment at a service center from the Consumer Portal.
View household members -- View the list of members in your household from the Consumer Portal to see their details and manage household accounts.
View orders -- View your orders and order details from the Consumer Portal using the Order Management app.
Common questions -- Browse common questions and answers on the Consumer Portal to quickly find information without contacting support.
Guest experience -- Guest users can access the Consumer Portal home page and view public elements, including the header, menu, footer, and banner widgets, without logging in.
Use Conversational Appointment Booking -- Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.
Schedule an appointment -- As a customer or consumer, schedule an appointment from the Virtual Agent chat window on the service portal.
Reschedule an appointment -- As a customer or consumer, reschedule an appointment from the Virtual Agent chat window on the service portal.
Cancel an appointment -- As a customer or consumer, cancel an appointment from the Virtual Agent chat window on the service portal.
Using Chat Zoom Connector -- Initiate a Zoom meeting directly from a chat by using the Chat Zoom Connector application.
Initiate Zoom meetings from chats -- Resolve issues faster by initiating a Zoom meeting directly from a customer chat using the Chat Zoom Connector application.
Using the Business Location Service Portal -- Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations.
Add staff to business location -- Add users as staff members to a business location to support accounts, contacts, consumers, and households.
Agent assistance for your business location staff -- Customer service agents receive chat requests from your business location staff on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage their cases more efficiently if your staff members fill out a pre-chat survey first.
Create cases -- As a staff member with the location agent role, create and manage cases for your business locations.
Track cases -- Track cases on behalf of a business location against sold products deployed at a business location, or against installed base items deployed at a business location.
Track work orders -- Enable your location staff to track work orders for their business locations using the Business Location Service Portal (BLSP). It enables you to view and manage work orders, helping you track tasks and updates directly related to your specific locations.
Track customer orders -- Enable your location staff to track customer orders for their business locations using the Business Location Service Portal (BLSP). The portal enables them to view and monitor order details like order status, account, and channel partner information, helping them stay updated on customer activity for specific locations.
Track opportunities -- Enable your location staff to track opportunities for their business locations using the Business Location Service Portal (BLSP). The portal enables them to view opportunities and any activity performed on them.
Track and update projects -- Enable your location staff to track projects for their business locations using the Business Location Service Portal (BLSP). You can manage projects, enabling efficient monitoring of progress and updates of your locations.
Analytics and reporting -- Customer Service Platform Analytics Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes and quantify the value of self-service.
Customer Service Platform Analytics Solutions -- Customer Service Platform Analytics Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes.
Customer Portal Usage dashboard -- The Customer Portal Usage dashboard enables you to understand the user usage of portals by presenting an aggregate count of sessions created every month.
Customer Service Agent dashboard -- The Customer Service Agent dashboard provides quick access to your cases based on criteria that help you prioritize your work. The dashboard also displays summary data on metrics for your organization.
Customer Service Manager dashboard -- The Customer Service Manager dashboard displays charts and summary data on metrics like backlog, resolution rates, SLA, customer satisfaction, and per-agent KPIs.
Proactive Customer Service - Advanced dashboard -- The Proactive Customer Service - Advanced dashboard helps customer service managers track key performance indicators (KPIs) to understand how proactive they were in identifying and communicating issues that impact customers. The dashboard also enables customer service managers to assess the business impact of outages over time. Install the Proactive Customer Service Advanced Dashboard plugin (com.snc.pa.customer_service_advanced) to view and monitor the advanced dashboards.
Integration with Service Management analytics -- The Customer Service Management - Advanced Performance Analytics solution provides indicators for incident, problem, change, and request records associated with customer service cases.
Service Manager dashboard -- Use the Service Manager dashboard to track and analyze customer service case data.
Platform Analytics Solutions for Self-Service Analytics for Customer Service -- Platform Analytics Solutions contain prepackaged Performance Analytics and Reporting content for use with other ServiceNow AI Platform products. This Platform Analytics Solution quantifies the value of self-service using the Self-Service Analytics dashboard for customer service.
Self-Service Analytics dashboard -- Measure and track the effectiveness of self-service content through user activities on self-service portals to enrich the content and address any self-service gaps.
Report knowledge gaps -- Report a knowledge gap from the Unsuccessful Searches report in the Self-Service Analytics dashboard for customer service.
Reference -- Reference topics provide additional information about the Customer Service Management application.
Major Case form view -- Major issue management provides the Major Case form view, which includes the Major Case Information form section and the Child Cases related list.
Functions available in Web Embeddables global and component code -- ServiceNow Embeddables API enables you to integrate ServiceNow components into your external websites. These functions provide essential functionality for initialization, authentication, component management, and event handling.
Component properties for the Case create -- Component properties enable you to configure the behavior of the Case create component instance on a third-party website.
Component properties for the Case list -- Component properties enable you to configure the behavior of the Case list component instance on a third-party website.
Component properties for the Case view -- Component properties enable you to configure the behavior of the Case view component instance on a third-party website.
Component properties for the Catalog item -- Component property enables you to configure the behavior of the Catalog item component instance on the third-party website.
Event handlers in the Case create component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on a third-party webpage.
Event handler in the Case list component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on a third-party webpage.
Event handler in the enhanced Case view component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on third-party webpage.
Event handler in the Catalog item component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on a third-party webpage.
Event handler in the Data visualization component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on a third-party webpage.
Event handler in the Knowledge article view component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on a third-party webpage.
Event handler in the Playbook intake component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on a third-party webpage.
Event handlers in the Catalog browse component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on a third-party webpage.
Event handlers in the Object list component -- A component triggers an event when a certain condition is met or on user interaction. The event can be used to execute an action through a code on a third-party webpage.
Web Embeddables component events -- Events that Web Embeddables components trigger to track user interactions and component state changes on your third-party websites.
Portal reference -- Customer, consumer, and business portal reference topics provide additional information about form fields, user roles and others.
Business Portal user roles -- Different roles allow customers to create and edit cases and manage users from the Business portal.
Customer Orders form -- The following table describes the fields available on the Customer Orders form.
Customer Service Portal user roles -- Several different roles allow customers to create and edit cases and manage users from the customer portal.
Consumer Service Portal properties -- Properties that the system administrator can set to limit the number of registered products per consumer, the number of open cases per consumer, and the number of attachments per consumer record.
Usage calculation of self-service experiences -- Calculates usage across self-service experiences, including Service Portals, Engagement Messenger, Community, and Web Embeddables. The dashboard displays the total of aggregated sessions across all self-service experiences.
Customer Service Cases list -- The Cases list displays a list of customer service cases for the current user.
Greeting feature configuration -- Understand the configuration of the Greeting feature in the Engagement Messenger to configure the field values.
Knowledge feature configuration -- Understand the configuration and related lists of the Knowledge feature in Engagement Messenger to configure the field values.
Search feature configuration -- Understand the configuration of the Search feature in Engagement Messenger to configure the field values.
Catalog feature configuration -- Understand the configuration of the Catalog feature in Engagement Messenger to configure the field values.
Field service feature configuration -- Understand the configuration of the field service feature in Engagement Messenger module to configure the values.
Walk-up feature configuration -- Understand the configuration of the Walk-up feature in Engagement Messenger module to configure the field values.
Configurable Cards feature configuration -- The Configurable Cards feature enables you to add and customize the features in Engagement Messenger that aren’t available by default.
Configurable Portal widget library -- The Configurable Portal widget library is a collection of prebuilt and reusable widgets that enables you to configure the portal homepage.
Customer Service forms -- Use forms to view and update Customer Service Management information.
Account form -- The Customer Service Management application uses the Account form to store customer account information.
Asset form -- The Asset Management application uses the Asset form to store asset information.
Case form -- The Case form displays detailed information about a customer issue or problem.
Case process flow formatter -- The process flow formatter provides a graphical summary of the stages of a customer service case.
Case form related lists -- The Case form includes related lists that store case information and that agents can use to perform case-related tasks.
Case states -- A customer service case can be in one of several states as the agent gathers information and works toward a resolution.
Assign a partner contact on the case form -- Enable Customer Service Management agents to assign partner contacts for an account that is associated to an install base item on the case form. By adding partner contacts, you can provide access to multiple partners to access their accounts.
Case line item form -- The case line item form displays details about a case line item on a case record.
Case line task form -- The case line task form displays details about a case line task associated with a case line item on a case record.
Case line characteristic form -- The case line characteristic form displays details about the product offering included in a case line item.
Case line entitlement form -- The case line entitlement form displays information about an entitlement associated with a case line item.
Case Report form -- The Case Report form includes reporting-related fields that are derived from case records.
Case task form -- The case task form displays information about case tasks, which are created and assigned to users to complete the work necessary to resolve customer service cases.
Case Type form -- Use the Case Type form to manage the settings for a case type.
Contact Relationship form -- The Customer Service Management application uses the Contact Relationship form to store information about the account, contact, and assigned responsibility in a contact relationship.
External Business Location form -- In the Customer Service Management (CSM) application, the Service Model Foundation uses the External Business Location (EBL) form to store information about an external business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.
Household form -- Service Model Foundation uses the household form to store details about a consumer household, including its members, their relationships, and any cases, entitlements, or contracts associated with them.
Internal Business Location form -- In the Customer Service Management (CSM) application, the Service Model Foundation uses the Internal Business Location (IBL) form to store information about an internal business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.
Service Definition form -- In the Customer Service Management (CSM) application, the Service Definition form displays information about a service definition configuration. This information record stores the details about a service that is provided to customers.
Sold product form -- Descriptions of the fields on the sold product form.
Task Plan Template form -- The Task Plan Template form displays details about a task plan template record.
Template item form -- The Template item form displays details about a template item for a task plan template.
Template item condition form -- The Template item condition form displays displays the conditions that apply to a that template item.
Task plan template access record -- The task plan template access record is created with pre-filled template number. The access fields need to be specified to create and save the task plan record.
CSM Query Rules -- Query rules are used to filter the records in CSM-related tables that are accessible by users with CSM roles. These filters, which are applied in query business rules and READ ACLs on CSM-related tables, are stored in a metadata table.
Roles installed with Customer Service Management -- The Customer Service Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users.
Internal user data -- Internal user data includes information about the users who are internal to your organization, such as managers, agents, and other employees. Internal users can also belong to user groups.
Explicit Roles in CSM -- You can give both internal users and external users access to your instance. However, you might not want both types of users to have the same level of access. To provide added security, every user must have at least one role so that the instance can distinguish between internal and external users.
Provide external users access to a table -- To enable users with only the snc_external role to access the list view of a table, you must create a series of ACLs.
Creating custom user roles -- System administrators can create custom roles or modify the access of existing roles by using script includes and extension points/instances.
Components installed with Engagement Messenger -- Several types of components are installed with activation of the Engagement Messenger application, including plugins, tables, and user roles.
Email Interaction for CSM reference -- Lookup data and configuration details for Email Interaction for CSM. Use these references when setting up or managing email interactions in Customer Service Management.
Email interaction sections -- Use the sections on the email interaction page to view and update contact, interaction, and activity details.
Wrap-up codes for email interactions -- Default wrap-up codes and configuration settings available for email interactions in Customer Service Management.
Email reply linking scenarios for closed interactions -- Describes how Email Interaction links a customer email reply when the reply references a closed interaction. The system evaluates conditions in the order listed.
Customer Contracts and Entitlements reference -- Reference topics provide additional information on service contract life cycle and forms available within the Customer Contracts and Entitlements application.
Customer contract life cycle -- A customer contract goes through the various states in each phase of its life cycle.
Customer contract form -- The Customer Contracts and Entitlements application uses the Customer contract form to create customer contracts.
Customer contract line form -- You can create customer contract lines in the Customer Contracts and Entitlements application by using the Customer Contract Line form.
Entitlement form -- The Entitlement form can be used to create entitlements in Customer Contracts and Entitlements.
Sold Product Covered form -- The Customer Contracts and Entitlements application uses the Sold Product Covered form to add sold products or install base items that are covered to the Customer Contracts and Entitlements entities.
Roles required for B2B2C data models -- With the B2B2C model, organizations across industries can easily configure multi-level customer relationships and support business customers who, in turn, support their end consumers.
Roles for Outsourced Customer Service -- Outsourced Service Providers (OSPs) are organizations that an enterprise engages to provide customer service to external customers. The OSPs manage cases for customers associated to their organization.
CSM roles -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Service management agent [sn_esm_agent] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Service management partner [sn_esm_partner] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Service management user admin [sn_esm_user_admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Service management admin [sn_esm_admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Service management user [sn_esm_user] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Service management partner admin [sn_esm_partner_admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Role for REST APIs related to CSM web services [csm_ws_integration] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer service agent [sn_customerservice_agent] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer service manager [sn_customerservice_manager] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Consumer service agent [sn_customerservice.consumer_agent] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer [sn_customerservice.customer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer administrator [sn_customerservice.customer_admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer case manager [sn_customerservice.customer_case_manager] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Partner [sn_customerservice.partner] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Partner administrator [sn_customerservice.partner_admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Consumer [sn_customerservice.consumersn_customerservice.consumer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer Service Case Admin [sn_customerservice.case_admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer Service All Case Viewer [sn_customerservice.all_cases_viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Case Type Configuration Admin [sn_csm_case_type.config_admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Case Digest Admin [sn_csm_case_digest.admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Doc Template Admin [sn_csm_doctemplate.admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Project Portfolio Management Admin [sn_csm_ppm.admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Task Plan Admin [sn_task_plan.admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Recipients list user [sn_publications_recipients_list_user] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
UIB Dynamic Related Records Admin [sn_uib_dyn_rel_rec.admin] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Case Playbook for Complaint Viewer [sn_complaint.viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Case Playbook for Onboarding Viewer [sn_onboarding.viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Action Status Viewer [sn_action_status.viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer Service Document Template Viewer [sn_csm_doctemplate.viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Case Digest Viewer [sn_csm_case_digest.viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Customer Project Management Viewer [sn_csm_ppm.viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Case Type Configuration Viewer [sn_scm_case_type.config_viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Case Line Viewer [sn_case_line.viewer] -- The Customer Service Management (CSM) application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users. CSM is installed with certain basic and primary roles.
Data classification for Install Base Management -- Enable customers to automatically classify sensitive data for their workflows. After data is classified, users can view the type of classification associated to different fields, whether internal, restricted, confidential, or public.
Renamed entities -- The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names.
Workforce Optimization for Customer Service reference -- Reference information for Workforce Optimization for Customer Service, including manager workspace landing page KPIs, data visualizations, and role requirements.
Now Assist for CSM -- Use the ServiceNow Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.
Explore -- With the Now Assist for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.
Supporting information -- Get a quick overview of the important information that is related to the Now Assist for Customer Service Management (CSM) application.
Configure -- If you have the admin role, you can configure the Now Assist for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.
Install -- Install required plugins and enable Now Assist for Customer Service Management (CSM) to configure and use generative AI skills in Configurable Workspace and Core UI.
Activate Now Assist Skills -- Turn on Now Assist skills to automate tasks such as case summarization, wrap-up completion, and conversational knowledge search- reducing manual work and improving case resolution speed.
Chat summarization -- Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference.
Call summarization -- Configure Call Summarization to automatically generate summaries of agent-customer calls within the Active Chat window to capture key details for better agent follow-up and record keeping.
Resolution notes generation -- Configure the Resolution Notes skill to create concise summaries of case resolutions, helping agents to quickly understand resolution details and support future similar interactions using notes generated by Now Assist.
Configure extended tables -- Create a child skill variant of the resolution notes generation skill to create concise summaries of case resolutions, helping agents to quickly understand resolution details.
Knowledge generation -- Configure the Knowledge Generation skill to draft knowledge articles on resolving case tasks for agents to review and edit before publishing.
Chat recommendation -- Use the guided setup in the Now Assist Admin console to configure chat recommendation by defining triggers, specifying inputs, setting the display location, and activating the feature.
Email recommendation -- Configure email reply recommendation to help agents generate and refine efficient email responses based on conversation context.
Configure extended tables -- Create a child skill variant of the Email reply recommendation skill to generate AI-powered email replies tailored to a specific case subtype or extended table.
Sentiment analysis case -- Configure Sentiment Analysis to evaluate case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently.
Change insight field -- Change a sentiment analysis insight to display sentiment data from a different field, such as changing from channel to consumer, requiring updates to both the UI Builder component and Now Assist Skill Kit.
Sentiment analysis for email interactions -- Configure Sentiment analysis for email interactions to evaluate sentiment, trends, and reasoning at interaction level and help agents resolve cases more efficiently.
Suggested steps -- Configure suggested steps generation to analyze clusters of similar cases and suggest next steps for case resolution for accelerated and consistent agent case troubleshooting.
Make suggested steps available on CSM Workspace -- Configure suggested steps generation to analyze clusters of similar cases and suggest next steps for case resolution for accelerated and consistent agent case troubleshooting.
Customize access control for suggested steps -- Configure suggested steps generation to analyze clusters of similar cases and suggest next steps for case resolution for accelerated and consistent agent case troubleshooting.
Sidebar summarization -- Configure sidebar summarization to generate summaries of sidebar discussions for quick agent understanding, allowing for faster collaboration.
Case summarization -- Configure case summarization to generate and display case summaries for agents and control who can access them in production.
Activity response generation -- Set up the activity response generation skill in the Now Assist Admin console to enable automated responses in comments and work notes.
Trending topics dashboard -- Configure the trending topic dashboard to identify clusters of related records, visualize their volume and sentiment over time, and leverage AI-generated insights to proactively resolve issues and improve operational efficiency.
Add a new filter -- Add a new filter to a UI Builder dashboard to enable users to refine data views based on additional fields such as consumer, product, or other custom fields.
Change graph type -- Change a graph visualization to a different type within the same graph group, such as converting a horizontal bar chart to a vertical bar chart or an area chart to a line chart.
Change insight field -- Change the field used in a trending topics insight to display data from a different field, such as changing from Assignment Group to Consumer or Product.
Automated quality assurance -- Configure the Automated quality assurance skill to generate quality assurance scores and feedback for closed cases through automatic review based on defined scoring criteria.
Copy skill -- Use the make a copy feature to create a copy of the Automated quality assurance skill so that you can experiment with skill settings and configure it to fit your business needs.
Edit skill -- Edit the configuration of the Automated quality assurance skill to choose the inputs or parameters and display the location of the skill output.
Edit a custom parameter -- Modify an existing custom parameter by editing it and resolving naming conflicts if needed.
Add new category -- Create a category by entering the required details and saving the record.
Edit custom category -- Update the details of an existing custom category when changes are required.
Special handling notes summarization -- Activate the Special Handling Notes summarization skill to enable Now Assist for CSM to generate concise summaries of special handling notes on the Case Insights section.
Customer summarization -- Turn on the Customer summarization skill in Now Assist for CSM and configure user access and role restrictions to control who can use the skill and what data it can access.
Skill inputs and triggers -- Enable remaining Generative AI Skills within Now Assist CSM, and reference summarized details to complete setup.
Service recommendations for interactions -- Configure the service recommendations for interactions skill in the Now Assist Admin console to streamline case creation. This skill reduces cognitive effort, saves time, and promotes accurate case routing.
Now Assist Guardian CSM filters -- Activate base system Now Assist Guardian CSM filters to automatically detect sensitive content in case conversations using the emotional tone of the message.
Banners -- Banners display information about generative AI skills and the form fields that are generated or predicted by the those skills.
Configure the Propose Solution -- Add generative AI-specific functionality to the Case form by configuring the Propose Solution UI action and declarative action that are included with the Now Assist for Customer Service Management (CSM) application.
Customize case summarization -- If you have the admin role, you can customize a Now Assist for Customer Service Management (CSM) skill so that agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.
Domain separation -- Domain separation allows users to separate data, processes, and administrative tasks into logical groupings known as domains. Domain separation enables users to independently manage skill configurations, data visibility, and other settings within each domain.
Create a domain by creating an account -- Create a domain by creating an account in the account table in the Customer Service Management (CSM) application. By creating an account, you also create a domain. If you have the admin role, you can create multiple domains by creating different accounts as needed.
Configure skills in a domain -- Activate the skills with different skill configurations in each domain in the Now Assist for Customer Service Management (CSM) application.
Customize access control for conversational flows -- You must define an access control list (ACL) for conversational flows. An ACL enables you to restrict who is able to access and execute a skill to only users with the correct role.
Clone skills -- The clone feature enables you to create a copy of a Now Assist skill so that you can experiment with skill settings and configure the skill to fit your business needs.
Customizing skill -- Learn how to access, activate, and customize a Now Assist for CSM skill using the Now Assist Admin console and Now Assist Skill Kit.
Customize Now Assist context menu for case fields -- If you have the admin role, you can customize a Now Assist for Customer Service Management (CSM) skill so that agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.
Configure Now Assist in portal case form -- Configure the Now Assist in portal case form to minimize case creation when a resolution already exists in the current knowledge base or external sources.
Skills performance dashboard -- The skills performance dashboard helps you monitor how Now Assist for CSM skills are being used across CSM records and interactions. Use this dashboard to identify high-performing skills, track adoption trends, and spot skills that need attention.
Customize Case Insights Ask AI button system properties -- Update the Case Insights Ask AI button system properties to control the drop-down and quick questions displayed on the CSM Case Insights section in your instance.
In-product trigger for agentic AI -- In-product trigger for agentic AI shows agentic workflow status, presence indicators, and AI-generated insights directly on Customer Service Management (CSM) record and interaction pages.
Enable search retrieval tool -- Configure the Troubleshooting steps identification AI agent to use the Search retrieval tool to fetch relevant cases and knowledge articles, including their attachments, to help solve your issue.
Use generative AI -- If you have an agent role, you can summarize the customer chat conversations, summarize the case details, and generate the case resolution notes with the Now Assist for Customer Service Management (CSM) application.
Summarize a chat conversation -- Generate a summary of the Virtual Agent chat history and the chat conversation between a live agent and a customer by using the chat summarization skill in the Now Assist for Customer Service Management (CSM) application.
Summarize a Sidebar discussion -- Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the Now Assist for Customer Service Management (CSM) application.
Generate a chat recommendation -- Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions.
Summarize case insights -- Use Now Assist for Customer Service Management (CSM) to generate a consolidated view of case insights directly from the case record. The Case Insights section surfaces a summary of the case alongside key contextual information to help service reps understand and act on cases quickly.
Generate an email response -- Generate an email response that is based on the case and email context by using the Now Assist icon. With email response, agents can create quick emails or responses, helping minimize errors and ramp up productivity.
Generate resolution notes -- Generate the resolution notes for a case, propose the resolution to the customer, and add the resolution information to the case record by using the resolution notes generation skill in the Now Assist for Customer Service Management (CSM) application. By generating the resolution notes, you can wrap up cases faster and provide information about the case resolution to other agents who might encounter similar issues.
Generate resolution notes in case form -- Generate the resolution notes for a case, propose the resolution to the customer, and add the resolution information to the case record by using the resolution notes generation skill in the Now Assist for Customer Service Management (CSM) application. By generating the resolution notes, you can wrap up cases faster and provide information about the case resolution to other agents who might encounter similar issues.
Generate a knowledge article -- Generate the knowledge articles for resolved and closed cases within the CSM Configurable Workspace and classic environment with Now Assist.
Summarize a call -- Generate a summary of the call conversation between a live agent and a customer by using the call summarization skill in the Now Assist for Customer Service Management (CSM) application.
Scheduling assistant in Virtual Agent -- Book, reschedule, and cancel appointments with Virtual Agent conversations using Now Assist. Setup a new appointment, modify an existing one, or cancel an appointment with a streamlined and user-friendly flow.
Generate suggested steps -- Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the Now Assist for Customer Service Management (CSM) application.
Analyze sentiments -- Make informed decisions on cases and email interactions based on requester's sentiment and the reasoning behind it in the Now Assist for Customer Service Management (CSM) application.
Request generative AI in Now Assist panel -- Request the contextual generative AI capabilities, such as a chat summary, case summary, case resolution notes, call summary, or knowledge article generation in the CSMCustomer Service Management application by using the conversational interface in the Now Assist panel.
Use sentiment analysis dashboard -- Visualize and interpret customer sentiment across cases using the sentiment analysis dashboard and GenAI insight cards.
Use trending topics dashboard -- Identify clusters of related records and visualize their volumes and sentiment trends over time using the trending topics dashboard and GenAI-generated insights.
Generate activity stream responses -- Generate recommendations for work notes or comments in a case record using Now Assist and add them to enhance the quality of your interactions with the user.
Use automated quality assurance dashboard as a live agent -- The automated quality assurance dashboard provides GenAI-generated quality insights for individual agents, including time-based filters, trend analysis, category and parameter breakdowns, with a detailed list of reviewed cases.
Use automated quality assurance dashboard as a manager -- Access the automated quality assurance dashboard from the CSM Configurable Workspace to view detailed agent performance metrics and quality assurance scoring data.
Create a case based on service definition recommendations -- Use Now Assist to view AI-predicted service recommendations based on the context of an interaction record, such as the short description or description, and create cases based on these recommendations.
Troubleshooting steps identification AI agent -- The Troubleshooting steps identification AI agent fetches the context from a case, identifies the missing context by comparing it with knowledge articles, similar cases, and standard operating documents, and then proposes additional troubleshooting steps.
Use agentic AI in CSM -- The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows designed to address common Customer Service Management scenarios.
Triage cases agentic workflow -- Use CSM AI agents agentic workflow to process all routine cases coming in through email and other offline channels and increase agent productivity through faster resolution.
Provide customer 360 insights agentic workflow -- Provide Customer 360 insights agentic workflow is a GenAI-powered assistant that helps agents answer natural language questions about customers, cases, products, catalogs, and past interactions with a seamless multi-turn Q & A experience.
Accelerate complaint case handling collection -- The Accelerate complaint case handling agents can work alongside human complaint agents to intake complaints, triage complaints, summarize cases, and answer research queries. The agents review previously attempted troubleshooting steps and propose resolution plans based on similar complaint cases or knowledge articles.
Install the Now Assist for Complaint Case (CSM) application -- You can install the Now Assist for Complaint Case (CSM) application (sn_cmpl_gen_ai) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.
Accelerate complaint case handling agentic workflow -- Configure the Accelerate Complaint Case Handling agentic workflow by defining key requirements and security controls. The workflow is then tested and made available through various channels.
AI voice agent -- Use the AI voice agent to create cases and check case status through natural, conversational voice calls.
Configure and customize the AI Voice Agent -- Configure the AI Voice Agent to let callers check case status, create cases, and update existing cases through voice interactions.
Components installed with voice -- Information about the roles, tables, and scheduled jobs that are installed with Voice Agents.
Live Agent Assist -- Live Agent Assist (LAA) is an AI Agent capability within ServiceNow Customer Service Management (CSM) that provides real-time recommendations to human agents during live customer interactions. LAA analyzes the conversation transcript, retrieves relevant knowledge and customer context, and surfaces actionable recommendations in the agent workspace.
Communities -- With the ServiceNow Communities application, connect, engage, and collaborate with your employees, customers, partners, and prospects. Your users get quick responses to their issues by posting questions, reviewing blogs or videos, and searching for previous discussions. It is an essential component of your self-service strategy along with Knowledge Base and Service Catalog.
Exploring Communities -- Explore foundational concepts for Communities. For setup tasks, see Configuring communities. For end-user guidance, see Using communities.
Domain separation and Communities -- Domain separation is unsupported in Communities. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Configuring communities -- Configure various aspects of Communities based on the specific requirements of your organization.
Community content types -- There are seven supported content types: Answer, Blog, Comment, Document, Event, Question, and Video.
Configure blog publish schedule -- Configure the publishing interval to ensure blogs are published closer to the scheduled time.
Community access types -- Access types are used to control access to a forum or a content type.
Platform Analytics Solutions for Communities -- This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
View the Communities performance dashboard -- The Communities dashboard displays up-to-date status on community usage, membership, content type and activity, and trends by forum and by topic.
Communities dashboard -- The Communities dashboard displays up-to-date status on community usage, membership, content type and activity, and trends by forum, topic, and admin.
View community logs -- Community logs display information about who has viewed or searched for content in a community. The list view displays all log entries, unless filtered.
Create a case from a discussion -- In order to engage your internal experts to reply to discussion threads, you can create cases directly from community questions.
Administer create case from discussion -- Configure parameters for the case generated from the community discussion so that it can be routed accordingly.
Enable knowledge harvesting -- Configure knowledge harvesting from a community to convert unstructured conversations to structured knowledge articles and make the information more accessible.
Community setup guide for admins -- Define your requirements with community and forum stakeholders and set up your forums for community users to start creating content.
Configure community forums -- A forum is a place for users to share content, exchange notes, ask and answer questions, and so on. Before community users can contribute content, configure a forum with content types and permissions, and create and add topics to one or more forums.
Create a forum -- Create a forum to provide a place for users to share content. You can configure forums for membership that registered community users request access to join. You can also configure forums to convert unstructured conversations to structured knowledge articles.
Configure content types for a forum -- Define which types of content to use in a particular forum and associate a workflow so that content is reviewed before becoming visible to other community users.
Approve forum memberships -- Manage forum membership approvals when registered community users request membership to a forum.
Create a topic -- Create a topic for users to create and share content.
Add a topic to a forum -- Add a topic to a forum so that users can associate content to that topic.
Disable topics in a community -- Disable the topics feature so that no topic information is visible in your community.
Create a sub forum -- Create a sub forum and map it to a parent forum to establish a forum hierarchy.
Move forum content -- Move community content posts from one forum to another.
Forum and user permissions management -- Community and forum administrators can give users and groups of users different levels of access to forums and forum content.
Create a forum user -- You can create forum users, which you then use to define memberships to a forum.
Add content types to a permission -- Content types for a permission determine the access that users have to certain content in a forum.
Create a permission exception -- Create a permission exception for users who require specific permissions for a forum.
Clone a permission -- Clone a permission if an existing permission record cannot be modified and you require a permission record with similar settings.
Create a forum permission -- Add a forum user and a permission to a forum to create a forum permission.
Configure the community profile -- Set up the community profile by configuring profile fields and deciding which fields to display in the personal information section of the community profile.
Create community Terms and Conditions -- Community members must follow the community rules of conduct. Create community Terms and Conditions and them share to build a successful community. Every community user must review and accept the Terms and Conditions before contributing to a community.
Enable users to self-register to a community -- Once users have accessed public forums and decided they want to join the community, they can self-register to the community. External user registration provides a way of validating users and requires them to accept the community Terms and Conditions.
Moderate a community -- Community moderators can manage content quality by reducing the inappropriate content that is posted on the community.
Configure abuse reporting -- Configure whether users can report content and profile abuse, set an abuse reporting threshold, and define reasons for abuse reporting.
Configure user banning -- Set the number of offenses a user can make before they are banned from creating or editing content.
Ban a user -- You can ban a user from creating or editing content, for example, a user can be banned for posting inappropriate content.
Revoke a user ban -- Revoke a user ban to allow a user to create and edit content again.
Approve or reject content -- Approve or reject content that a user reported as inappropriate or that is associated with a particular community profile.
Disable comments -- Disable comments on a blog, document, video, event, or question to avoid users from posting comments.
Remove content -- Remove content that does not meet community standards.
Harvest knowledge from a community -- Harvest knowledge from a community and create structured knowledge articles from unstructured discussions around a question.
Administer gamification -- Users with the gamification administrator role can create the rules and other entities that award points to users based on their participation within the community.
Configure Community Service Portal header menus -- Configure Community Service Portal header menus to create a consistent user experience across all your end-user facing service portals using a modern interface and a unified navigation menu structure.
Configure announcement for community members -- Global announcements appear in the banner and broadcast messages to all community members. Forum announcements appear in the Announcements section on the forum page. You can also send the announcement by email.
Community pages that support SEO data -- To improve search results for community members using external search engines, the Communities application generates SEO meta tags and injects the tags into questions, topics, forums, and other page types.
Modify SEO in community pages -- If an auto-generated SEO meta tag does not meet your needs, you can modify or replace the tag.
Using communities -- Participate in your community by sharing content, asking and answering questions, creating events, giving feedback, and so on.
Community homepage features for logged in users -- Your community activity usually begins on the community homepage. If you are a logged in user, you see different information than non-logged in users. Your organization can customize the homepage.
Navigating the activity feed -- The activity feed provides a central place for community users to view information and interact. It lists the most recent activity in the community based on your network, posts, and subscriptions. You can reply, comment, and give feedback directly from the activity feed.
Navigating the forum homepage -- While in a forum, you can navigate the forum homepage and perform tasks, such as posting content.
Community homepage features for non-logged in users -- Your community activity usually begins on the Community homepage. If you are a non-logged in user, you see different information than logged in users. Your organization can customize the homepage.
Self-register to a community -- Once you have accessed a public forum and decided to join the community, you can self-register by signing up and accepting the community Terms and Conditions.
Search the community -- Enter a keyword to use the type-ahead search on the Community homepage or enter one or more words to view all search results.
Sort your search results -- Sort your community search results to narrow down the content displayed.
Use a community profile -- The community profile displays an overview of a user's personal information as well as their contributions, network, achievements, expertise, and events they are attending. You can view and edit your own profile. You can also view another user's profile and perform actions, such as following them or reporting inappropriate content.
Manage your community profile -- View and edit your own community profile, which displays your contributions, network, achievements, expertise, and events you are attending.
View another user's community profile -- View another user's community profile to see their contributions, network, expertise, and so on. You can also manage your network by following and unfollowing other community users.
Follow a community user -- Manage your network by following other community users and tracking their activity in the community.
Report a community profile -- Report a community profile to alert community moderators that there is offensive or inaccurate information in the profile.
Community subscriptions -- Using subscriptions, you can choose specific areas of interest. Your activity feed and notifications are personalized according to your subscriptions.
Subscribe to content -- Subscribe to forums, topics, questions, blogs, and videos. You are automatically subscribed to content that you create.
Set notification preferences -- Set notification preferences to receive updates via email on the content that you are following.
Request membership to a forum -- You must be a registered member of the community to request membership to a forum that is marked for membership only.
Accept an invitation to join a forum -- An invitation to join a forum is sent as an email message. The method that you use to accept an invitation depends on whether you are a registered community user.
Post a document in the community -- If you have the proper permissions in a forum, you can share a document with colleagues, experts, or other community users. You can associate the document with as many topics as needed.
Mention a user in the community -- Draw attention to your content in the community by mentioning other community users in the post.
Community events -- Create, manage, and participate in events to encourage engagement across the community.
Post a community event -- You can create a community event that other community users, colleagues, or experts can register for and attend.
Edit an event -- Edit the details of past and upcoming events. By editing a past event, you can attach a document or share the meeting recording link with your event subscribers.
View and participate in a community event -- You can view details for published events and perform tasks such as responding to the event or adding it to your calendar.
View the community events landing page -- The Events landing page provides an overview of all events that you have access to in the community. You can filter events, view your status for the event, see how many other community users are attending an event, and so on.
Manage a community event -- View additional response information on the event, edit or delete events, and download a guest list.
Bookmark community content -- You can bookmark your favorite questions, blogs, videos, documents, and events. You cannot bookmark content in draft state or replies or comments.
Add featured content in a community -- Add or edit featured content in a community to appear in the Featured Content section on the community homepage, forum homepage, or both.
Email a community user -- Send a private message to a community user directly from the community.
View a list of questions and create a case -- View questions that can potentially be converted to cases, the community portal provides a page with a list of questions created by contacts or consumers.
Gamification -- Encourage users to participate and contribute content in the community by providing incentives in the form of points, achievement levels, and badges.
Gamification components -- The gamification feature includes several components, such as rules, levels, and tracks, that enable users to earn points and badges for community activities.
Rules -- Gamification rules allow you to configure points that users receive for activities on the community.
Tracks -- Tracks provide a way to logically separate points assigned in the communities into different areas.
Levels and level ranges -- Points accumulated by community users can help them achieve different reputation levels.
Badges -- Users can earn badges for achievements or areas of expertise within the community. Gamification moderators manually assign badges to users.
Points -- Users earn gamification points by performing activities in the community.
Leaderboard page -- The leaderboard page displays the top contributors in the community, in a forum, or in a topic.
Leaderboard widgets -- Leaderboard widgets appear on the Community homepage and on forum and topic landing pages. These widgets display the users with the highest point totals within the community, forum, or topic.
User profile page -- The user profile page displays gamification information that showcases the user's expertise.
Community content pages -- The user's gamification level and badges are displayed on the content pages, so that other community users can view the reputation of the content contributor.
Gamification notifications -- Community users receive notifications about badge assignments and levels achieved through the activity feed.
How to earn points -- In order to be transparent to your users about gamification rules, you can share the points received for community activities.
Moderate gamification -- Monitor points earned by users and award points and badges to users based on their participation within the community.
Award or remove points for a community user -- Award points to a user to recognize their contributions to the community. Remove points for a user if you observe that they are cheating the gamification system.
Award a badge to a user -- Award gamification badges to community users to recognize their community activities.
Remove a badge from a user -- Remove a gamification badge from a community user if it is no longer relevant for that user.
Communities references -- Reference topics provide additional information about communities.
Quick start tests for Communities -- Validate that Communities still work after you make any configuration change, such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.