CSM client requirements

[Nithin21]

Would like to understand what is the journey for implementing CSM module. 

Specifically looking for questions to ask new customers who want to start their CSM journey

[Alberto Consonn · Accepted solution]

Hi,

You have to understand some things like:

• customer will use the CSM portal (developed under "Portals") or the old portal? (CMS, under menu "Content")
• customer will need to use Case management for managing issue and request
• customer will have the possibility to have a customer admin role which would be able to see all the requests and contacts for that specific customer

Check the demo here: https://vimeo.com/207508312

Of course, go in deep in the official documentation: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-...

In my view, the best way to start the development journey of CSM module is:

Customer Service > Administration > Guided Setup

Good luck and enjoy 🙂

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Community Alums]

Hi Nithin

@Alberto already answered it. Before you go further, I advice you to understand the context behind Customer Service module. In a customer service context, the use of a 'case' object is just a more generalized label with a less specific connotation than 'incident'. While both can allow you to define work in terms of a resolution and then manage the tasks, people, content etc. associated with achieving the desired outcome, using a 'case' versus an 'incident' allows for a broader set of use cases.

If you want to some some foundation tasks, the best way to start is on Customer Service > Administration > Guided Setup.

You can always load "default demo data" on your personal instance and check how ServiceNow set up the module. Probably can enlight you someway.

[Runjay Patel]

Learn Customer Service Management (CSM) from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/watch?v=dEVAtFxqERQ&list=PLIGcZxQaeEoh73qbQJqWfGMDAx2bTzKl7&ab_channel=Servi...

This Series help you to understand below topics

• CSM Overview
• Enable Required Plugins
• Who Use ServiceNow CSM?
• CSM Terminology
• Technical Considerations Before Starting Development
• Relationship among CSM tables in Details
• Case Management Overview
• Configure Chat/Virtual Agent
• Agent Workspace
• CSM Roles Management
• Foundation/Master Data Configuration
  • Accounts
  • Contacts / Consumer
  • Products
  • Assets
  • Contracts
  • Entitlements
• Live Implementation with real world scenario
• Assignment Workbench and Advanced work assignment
• Case And Account Escalation
• CSM Integration With Service Management
• Difference in CSM Fundamentals class and CSM Implementation class
• CSM Certification Related Important Notes
• Add custom case type in CSM
• Relationship between Service Model and Service Offering
• Understanding CSM client requirements
• Mobile app for CSM agent
• how create incident record from customer service case
• Customer Service Portal user and agent roles
• How to allow consumer to read cases they have submitted via the portal

[M_Haroon Ayaz]

This link contains the queries regarding CSM requirements.

https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-management/concept/planning-csm-implementation.html