CSM query - job interview

[aaron47]

Hello,

I am applying for a job and one of the accountabilities is:

Customize and configure CSM processes, workflows, forms, and widgets to align with the organization's customer service requirements.

My experience has been working with a portal (the newer one based on AngularJS, not Jelly).  Catalogs log the Requests and Requested Items while the record producers log incidents and other records for other tables.

I do not have experience with "case" tickets and CSM.

Questions 1 of 3

As a ServiceNow developer, how much does my current experience can cross over with CSM.  It still seems to be based on the portal and widgets and the core functionality of the ServiceNow platform - correct?

Question 2 of 3

I suspect CSM is newer functionality that was not around 5 years ago is that correct?

Question 3 of 3

Is the portal (to log requests) the older way of doing things and moving forward using the portal to log a "case" is the way forward, or are they both useful and the best approach depends on the business need?

[Ratnakar7 · Accepted solution]

Hi @aaron47 ,

Answer 1 of 3: Yes, your experience as a ServiceNow developer, especially with the portal, widgets, and core platform functionality, can indeed cross over to CSM (Customer Service Management). CSM is an extension of the ServiceNow platform that focuses on managing customer service interactions, and it still utilizes many of the core ServiceNow features, including portals and widgets.

Answer 2 of 3: CSM is a module that has evolved over time, and it has been a part of ServiceNow for several years. It may have been available 5 years ago, but the specific features and functionalities might have expanded and improved over time with each new ServiceNow release. The pace of innovation and improvement in ServiceNow is quite rapid.

Answer 3 of 3: Both approaches, using the portal and logging cases directly, can be valid, and the choice depends on the business needs and processes.

• Using the Portal for Requests: This is a common approach for handling service requests, incidents, and other types of interactions. It provides a user-friendly interface for users to log their requests and interact with the platform.

• Logging Cases Directly: In the context of CSM, a "case" typically refers to a customer service case. These could be incidents, problems, or other types of interactions that require attention from customer service agents. This might be more appropriate if your organization has a dedicated customer service team and wants to manage interactions more comprehensively.

In many scenarios, organizations might use a combination of both approaches. For example, users could use the portal for routine service requests, and cases might be created for more complex or escalated issues. The best approach often involves understanding the specific requirements of the organization and its service management processes.

Before the interview, it could be beneficial to familiarize yourself with the specific CSM features in the version of ServiceNow used by the organization you're interviewing with, so you can speak more directly to how your experience aligns with their platform.

I would also recommend you to go through the ServiceNow documentation for CSM -
https://www.servicenow.com/products/customer-service-management.html

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

Thanks,

Ratnakar

[aaron47]

@Ratnakar7 thank you so much for going through my questions.  It was really well answered.  I will certainly spend some time going through those two links you provided.