Best Practices: Creating CSM Cases for both ESC(Internal) and CSM(External )Portals

amulozuchai
Tera Contributor

3 weeks ago

Hi everyone,

 

I am currently working on a design for a client and would like to get your input and any relevant ServiceNow best practice documentation on the following scenario.

 

The Requirement:

My client needs to deploy a total of 6 record producers that all generate CSM cases, but they are split across two distinct portals and audiences:

  • ESC Portal (Internal): 4 Record Producers designed for internal employees.
  • CSM Portal (External): 2 Record Producers designed for external customers.

The Context& Challenge:

The 4 internal RPs on the ESC portal are meant for internal employees raising cases for their own internal issues (essentially an internal Shared Services/ Internal Support model).

 

Since Cases reside in the CSM scope. but the ESC portal is traditionally geared towards ITSM/ HR workflows and internal ( snc_internal )  users, I want to ensure my architecture aligns with ServiceNow's recommended practices before implementation.

 

Specifically, I am looking for advice or official documentation on:

  • Data Model & Roles: What is the best practice for setting up internal employees to raise their own CSM cases without violating licensing or granting them external customer roles?(e.g., leveraging the Customer Service with Service Management plugin, or Employee as a Consumer).
  • Segregation: Should I be utilizing CSM Case Types to separate these internal shared service cases from external customer cases?
  • Portal Configuration:  Best practices for configuring the Standard Ticket page in ESC so internal users can properly view and  interact with their CSM cases.

Any links, Now Create documents or personal experiences implementing this hybrid model would be highly appreciated.

 

Thank you in advance!

 

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5 REPLIES 5

Matt Miller2
ServiceNow Employee

3 weeks ago

Hello!

This post has white paper links regarding a similar internal / external hybrid situation and migrating to a CSM framework:
These two guides on BPL contain a lot of valuable information more directly related to your questions and how to deal with internal vs. external roles and creating customer case types to handle this in a hybrid situation like you describe. 
Note: The CRM foundations course may also be really helpful since it goes through the entire data model in great detail for CSM and portals, etc. 

ankitsharma_487
Giga Guru
In response to Matt Miller2

a week ago

Thanks @Matt Miller2  for helping on this, I have been searching on some solution like this.

0 Helpfuls

Tanja Holm
Tera Expert

3 weeks ago

Hi! 

 

@Matt Miller2  seems like the link for Iternal Customer Support (B2E) in CSM - Implementation guide is broken, is it maybe this paper (slightly renamed) you were referring to?

 

https://mynow.servicenow.com/now/best-practices/assets/internal-customer-support-implementation-insi...

 

Brs Tanja

Matt Miller2
ServiceNow Employee

3 weeks ago

Hi, thanks for catching that! This is the guide I was attempting to link to 🙂 

https://mynow.servicenow.com/now/best-practices/assets/internal-customer-support-in-csm-implementati...