CSM: What's the difference between an "Issue" vs "Case?"

[DLanders]

1.  CSM:   What's the difference between an "Issue" vs "Case?"

2.  Can you identify a company or client within the company, with VIP status  - similar to client profile in incident?

Thank you....

[Patrick Fedigan]

Hello,

1. 'Issue' seems to be part of the Governance Risk and Compliance module according to the documentation. Here is more information: https://docs.servicenow.com/bundle/helsinki-governance-risk-compliance/page/product/grc-issues/conce...

After investigating the table in the context of CSM it seems to just be extended from task and provides a way to relate the issue to a parent case. Up to you on how to best use it.

'Case' is the general recommended record to drive CSM of a costumer problem or issue. This issue record above seems to able to take a case a level further.

2. Absolutely. I would recommend adding a custom 'vip' field to your company record and add business rules and client scripts similar to how it is set up OOB on incident. 'Highlight VIP Caller' is one that comes to mind. Let me know if you would like me to go into more details.

Cheers,

[Matt Walton]

Hey Patrick,

Can you elaborate on part 2 of this regarding having an account be flagged as VIP? Prior to reading this post I created a VIP field on the Account table and pretty much utilized the client script details from incident (changing naming) but can't seem to get it to work.  Does the VIP field have to be on the Company table?  What business rules are you referring to?  

Thanks for the help!

Matt

[Marvi Sharma]

That's very helpful Patrick!

[parag-mone]

1. In CSM, Case Management is used to resolve issues reported by the customer or to fulfill the requests submitted by the customer.

2. CSM "Account" table which is used to capture customer information is extended from the "Company" table. There is a "Rank" tier field available in the "Account" form which you can use to categorize customers based on your customer segmentation. (Named account, Platinum Account etc.)

CSM "Contact" table which is used to capture information of the customer's contacts is extended from the user table. You have "VIP" field available on the "Contact" form.

Thanks,

Parag Mone