Best Practice View for CSM cases

Andreas Balbach
Tera Contributor

‎07-23-2019 04:59 AM

Hi all,

I am not happy with the usage, look and feel of the case views. The order of the fields and the number of needed clicks and scrolling are not best practice. Agents expect to pick up the phone, identify the customer by name, email, phone number and then start entering the description fields. After this the case will be classified, prioritized and assigned. In best case a template would help. I know that the view can be changed to fulfill the needs, but I am looking for best practice views from the field. My customer is not using the service portal, nor agent workspace for now. How do your customers support center agents use the case view, in which order do they fill in the mandatory information - for an easy and quick submission?

In the old days BMC Remedy 7.06 had introduced such a Best Practice View, developed hand in hand with their customers. This is what I need...

Any hints, or better screenshots appreciated!

Andreas

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AndyLock
Mega Guru

‎05-24-2020 01:10 PM

Hi Andreas,

Even though your customer is not using Agent Workspace it's probably the answer to your needs: it can be set up with configuration only, so will be supportable, scaleable and upgradable

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/administer/workspace/con...

 

Failing that I'd probably think about

a) setting up a custom view for agents with a concise header and multiple, clearly defined sections (tabs).

b) hide some sections and make some fields invisible/read-only to reduce the amount of data onscreen?

c) only show the data that makes sense for each step/stage of the process? For example,

  1. at the identification stage (new record?) only show customer details fields in the order they need to be completed.
  2. opening an existing case will change to a view to one suitable for classification?

You might achieve this with Client Scripts to dynamically alter a single view, or have different views (Default; Client Entry; Triage) that are chosen on-load based on the data - something like this:  https://www.servicenowguru.com/scripting/client-scripts-scripting/change-form-view-client-script/

Alternatively you could create shortcuts/favourites for each view type:

  • add customer
  • triage customer
  • respond to customer

Users would still be able to manually swap between views from the context menu if they needed to, and you would still have a Default/Global view with all data on one screen if needed.

 

Good luck.