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CSM scenario

Naga jyothi sri
Tera Contributor

‎06-12-2023 09:46 PM

Hi,

Can anyone provide me practical examples on CSM

 

 

Thank You. 

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Rahul Priyadars
Tera Sage

‎06-12-2023 10:26 PM

Case Management Covers B2B and B2C scenarios. 

 

B2B - Your Organization Procured Service Now Instances from Service Now (Provider) , as an organization 

we have any issue we raise case with them using HI Portal.

 

B2C- At your home You have AIRTEL Boardband and you are consumer of this. This is an example of B2C Business to Consumer scenario.

 

RahulPriyadars_0-1686633927475.png

Basic Use Cases

RahulPriyadars_1-1686633976877.png

 

 

 

So customer reaches to Provider using a CASE and CSM has it own Install base which is connected with CMDB.

 

Regards

RP