Can anyone help me prerequisite for CSM implementation

[Prakash_S]

Hi Team,

 Could you please help me some prerequisite questions which i supposed to ask to client before kick-off meeting.

[Kieran Anson]

If you haven't already, I'd suggest reading through the CSM success pack - particularly the Initiate phase

[Runjay Patel · Accepted solution]

Hi @Prakash_S ,

You can consider below questionnaire you may ask to your client during your implementation.

1. Which all channel need to be setup?
2. Ask whether OOB case state flow is okay or do we need any customization.
3. Can virtual agent be in scope or not, explain the benefit of it. 
4. Ask for foundation data that need to be upload first.
5. Ask the set of people going to use the platform and their roles and responsibilities
   1. Accordingly you need to create group and assign role and members,
6. Ask any branding need to be configured.
7. Are you planning to use both port (Customer portal and Consumer portal) separately?

You can refer this blog for more details about CSM implementation.

https://servicenowwithrunjay.com/customer-service-management/

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Runjay Patel - ServiceNow Solution Architect
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[Mexiprince]

Hello @Prakash_S ,

Take a look at the https://www.servicenow.com/community/csm-get-ready/ct-p/customer-service-management-step-1

Now create - ServiceNow implementation leading practices and artifacts will help and guide your implementation.

CSM Implementation readiness checklist

https://nowlearning.servicenow.com/nowcreate/en/pages/nc-search?id=search&spa=1&q=***&disableAllSugg...

Thanks to @britta Project Readiness Checklist - https://www.servicenow.com/community/new-customer-onboarding-article/project-readiness-checklist/ta-...

Program and Project Management Preparation Checklist - https://nowlearning.servicenow.com/nowcreate/en/pages/assets?id=nc_asset&nc_ai_search=true&sys_id=72...