The May Store release for the Now Platform® brings us several exciting new capabilities in Customer Service Management (CSM). These new features help organizations improve customer and agent experiences and make it fast and easy for process owners to identify and remove inefficiencies! Be sure to review the store release notes for CSM to get all the details. Note that for the May, 2022 Store release, there are no updates for Field Service Management.
Before we begin, please note:
- Customer Service Management is licensed in three packages: Standard, Professional, and Enterprise. Each new feature highlighted here indicates which package includes it. You can compare the major features available in each by visiting the “Packages” section of the Customer Service Management product page.
- Order Management is a new product that can be added onto any CSM package. It was introduced with the San Diego release and is being enhanced in the May store release.
Increase customer engagement with Engagement Messenger
We continue to enhance Engagement Messenger – which, if you recall, embeds self-service on third-party web sites. The first capability being introduced for Engagement Messenger in May is Proactive Recommendations. When customers come to a web site looking for help, we know that often they don’t know what to search for. And getting help is largely reactive – customers must initiate the process and find where to get support.
The net results are increased customer engagement through a more relevant, proactive experience, and improved productivity for administrators.
That brings us to the second Engagement Messenger enhancement!
In this release, Configurable Cards can be created to access any information within ServiceNow tables – beyond customer service and field service. Cards can contain links to other sites, links to portal pages, and lists of data from any table in ServiceNow. Administrators can set up new cards via configuration for fast time to value. They can configure the card title, description, a thumbnail image to display, the page to embed and additional parameters to be passed to the page, or the list of records to be shown. The net result is a more complete customer experience.
Use AI to highlight inefficiencies and discover process optimization opportunities
Process Optimization is also being enhanced in the May store release. The purpose of these enhancements is to reduce the effort – the manual work – and thus, the time required, to find process inefficiencies within Process Optimization data. In other words, we are helping you find the proverbial needle in the haystack!
From the Improvement Opportunities tiles, analysts can then launch the second enhancement: Automated Root Cause Analysis, or RCA. Automated RCA is a huge productivity booster. It uses AI to discover and highlight case attributes that are most likely drivers of process inefficiency, which are very hard to uncover manually. For instance, which assignment group is most likely to have slow resolution? Which channel? Which resolution code? From here, analysts can drill into specific case data to help guide them to the root cause so they can investigate and address it. And then a third additional capability, cluster analysis, is being introduced to help identify groups of similar cases that likely share an inefficiency.
These three capabilities help make it fast and easy for you to automatically surface insights from Process Optimization to streamline your processes, reduce costs, and improve customer experiences.
Empower agents to place orders efficiently with Price Lists
Finally, we come to Price Lists, a new capability within Order Management. Order Management was just released in San Diego. We’re adding Price Lists to help improve agent productivity when capturing orders.
We know that businesses need to support different price lists: a default that’s always valid, Manufacturer’s Suggested Retail Price (Or MSRP), Seasonal price lists, price lists for different currencies, and so on. You also need to plan pricing changes, configuring prices upfront and setting them to go live on a specific date.
In summary, with Order Management price lists, businesses can price their products to meet the needs of a global, diverse customer base and improve efficiency with price list planning. And agents can place orders efficiently, improving productivity and increasing customer satisfaction.
Learn more
With these great enhancements, Customer Service Management helps you harness the power of your whole organization to serve your customers, boosting agent productivity, streamlining operations, and improving the customer experience.
For more information, review the CSM store release notes and product documentation. Then, schedule a conversation and demo with your account team or contact us here. Don’t forget, the Customer Success Center is also available with essential resources to assist you in planning your upgrade. Onward to Tokyo!
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