Customer Service Management (CSM) module

[Ayush26]

Hi All,

I have activated CSM module in my personal instance and we are planning to deploy the same for  our client.

I have one query that CSM uses the default Asset Management and Tables or does CSM comes with separate Asset management and new tables gets created in Service Now.

Also what licenses are required to access CSM. If we have license for ITIL user role,will it suffice the user to access the CSM module or do we need any separate licenses??

Thanks,

Ayush

[Ayush26]

Hi,

So if we are giving a user as an Agent role in CSM, Will he be having access to Knowledge articles??

i.e knowledge management will be available to the Agents in CSM?

I believe yes but want to confirm the same.

Thanks,

Ayush

[Alberto Consonn]

Yes, I can confirm you that.

Cheers

Alberto

[Ayush26]

Thanks for your help.

I have the below query as well..If any docs can also be shared will be helpful.

• Can we implement CTI(Computer telephony integration) without CSM subscription in ServiceNow for incident management? If yes, does it require separate license or ITIL license would work?

• If we buy CSM subscription, can we directly use those functionality for incident management?

Thanks,

Ayush

[GSeynhaeve]

Hi Ayush, 

Regarding your CTI question, yes you can leverage ServiceNow Openframe (which is a general platform component) to enable CTI and softphone functionality, whether for CSM, ITSM, etc. 

If you are looking for an out of the box CTI and call center solution, fully embedded with ServiceNow, take a look at 3CLogic our you can search for other providers to compare on the ServiceNow Store.  

Hope that helps. 

G. Seynhaeve

[Community Alums]

Hi,

Check my reply on this post and check the image attached, it will give you a better insight regards CSM licensing model. Let me know if you have any doubt.

https://community.servicenow.com/community?id=community_question&sys_id=0b6e533fdb932f4011762183ca96...

Thank you,
Raf