Customer Service Management

NiloferShaik · ‎03-03-2025

HI everyone

We are planning to build a B2B Healthcare POC in ServiceNow CSM to showcase its capabilities effectively. The goal is to create a realistic scenario that demonstrates key CSM functionalities such as case management, entitlements, contracts, install base and other relevant features.

We are looking for suggestions on a strong use case that aligns with a B2B helathcare model. Some ideas we are considering include

1. Medical device manufacturer providing equipment to healthcare facilities.

2. Pharmaceutical manufacturer providing Medications to Healthcare facilities.

However, we are not sure how to structure and implement these ideas as a proper POC in ServiceNow CSM. We would appreciate guidance on it.

Additionally, if anyone has any documentation, business requirement samples, or references related to similar CSM B2B HealthCare POC's, along with any additional features that could enhance the demonstration.

Looking forward to your insights and any relevant resources you can share.

Thank you in advance.

Dr Atul G- LNG · ‎03-04-2025

Hi @NiloferShaik

I am not able to add the playlist link, you can watch my video of CSM Batch 1

You can go through few video of my batch and then you can prepare a POC.

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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