I have a use case where a client needs to support both internal (users with ServiceNow user records) and external users (users that do not have ServiceNow user records) for CSM cases. This is a migration of a non-IT support help desk from a legacy ticketing system. This client creates tickets to resolve departmental inquiries from both types of users. There are no products, IT systems or assets involved. They are currently using incident records in their legacy environment to manage these tickets. A ticket is created via email containing inquiry, categorized, assigned and resolved. The legacy system has the ability to handle external and internal users in their application. The users that submit the inquiries do not have access to the ticketing system. All communication about the status of their inquiry is done via email to and from the ticketing system.
I need to be able to create CSM cases that will be able to support the above scenario. The scenario seems to be to be a B2C model with the department being the "B" which provides support services to both internal and external users as the "C". The scenario above does not seem to a fit for the B2B model.
My understanding is that Consumers in the B2C model can only be external users. If a user has a ServiceNow user record with the snc_internal role, they cannot be a consumer.
Has any CSM expert out there run into this scenario or have any recommendations?
I would love to hear from ServiceNow on this topic.
Thanks in advance.
