One of the key design principles in CSM , whether in a B2B or B2C scenario, is that not every customer inquiry requires a case. Some inquiries are simple and can be resolved without utilizing case management. For example, an interaction record can ...
Is MMS supported? There are two types of MMS - long text MMS and media MMS(file attachments). Long text MMS is supported both inbound( i.e., end user sending message to agent) and outbound (i.e. agent sending message to end user). BUT, media MMS is s...
Agent Assist in CSM Workspace for Case Types: Looking to add Agent Assist to additional tables in CSM Configurable workspace? Here is your guide. 1. Set up Contextual Search Table Configuration: Navigate to Contextual Search > Table Configuration a...
Kaboom! Good news – I’m officially a Certified Implementation Specialist – Customer Service Management. I’ve just passed CSM CIS certification exam for Orlando release. This is to throw some light on how it works and how to prep for it. Enjoy! My bac...
We have recently revamped the structure of the Using Customer Service Management section of our documentation. The content is now organized based on the typical tasks performed by different user roles, including agents, agent managers, and customers....
Did you know that you can provide direct feedback on any topic in our ServiceNow product documentation? This functionality helps us understand how useful you find our content and identify areas for improvement. Your input—whether it's a positive not...
As we prepared for the Washington release, we saw an opportunity to improve our release notes (RN) process to better support the Customers and Industry Workflow (CIWF) team and provide a smoother experience for our Customer Service Management (CSM) ...
Your fast, guided path to enable Now Assist for CSM effectively and strategically This central hub brings together the most relevant guidance across the ServiceNow web universe, from Now Create, the Best Practice Library, ServiceNow University, Pro...
Hi All, New CSM guide available on NowCreate: CSM Configurable Workspace: Migration from Pre-Utah Release Architectures Blurb: A key feature of the CSM Configurable Workspace Utah release was 'auto-wired' components that automatically connect wit...
Hi All, White paper now available: Case Types - Best Practices to Implement Case Types Blurb: Case types are needed when an organization has different processes for supporting customers across multiple departments, business units or products. CSM...
An agent in ServiceNow’s Customer Service Management (CSM) uses the Interaction [interaction] table to document their initial contact with users seeking support. This interaction can occur through direct chat on the portal or via a phone call to the ...
Follow these high-level steps to install and configure ServiceNow CSM.   1 Setup your environment Activate Customer Service Management Additional plugins for Customer Service Management Configure foundation data 2 Organize Agent Wo...
It's bothered me for a while that when using SSO with the glide.authenticate.sso.redirect.idp property set, that the Customer Service portal was forced into the redirect as well. I have yet to see a Customer Service implementation where the external ...
Hello Community, I was working on a client project and faced a challenge in redirecting users to the Customer Service Management (CSM) portal based on their role. After digging into the problem, I finally found a solution. I noticed that many users...
ServiceNow Learning training and certification sets you and your business up for success, which is why it’s critical to make training an essential part of your ServiceNow program. By building the right skills, you can deliver more value more quickly,...
So, you’re using ServiceNow Customer Service Management (CSM) to deliver an exceptional customer and/or agent experience, and you’d like to know how to get maximum value out of the product? Let’s delve into strategies for identifying, prioritizing, a...
DemoHub is live with the... Tokyo Industry Showcase Narratives for FSO, Telecom and Tech! Reminder: All DemoHub community posts are now hosted in our Support Community. Be sure to login using your ServiceNow credentials to see this content. Subscri...
Hi there, A simple understanding of ITSM vs CSM. I created the below article based on simple implementation. I hope, it will help to understand very high and low level. ITSM CSM Helps to internal organization. Example – A is a company, if user hav...
We're publishing a new white paper in response to inquiries from customers on best practices to digitize and automate customer service workflows and deliver a seamless user experience. Take look and let us know what you think! CSM Reference Architect...
Hello all, I am proud to present you the result of several months of work between our teams in filling a content gap that has existed for a while. Usually, CSM is represented as "just external customer support" (with references to B2B/B2C data model...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
