Difference between Customer Service Management v/s Service Portal

[mehak1890]

Dear All,

Could anyone can explain me that what is the difference between Customer Service Management v/s Service Portal v/s domain separation, I know about Service Portal and domain separation, also i have implemented both, but what is the purpose of Customer Service Management? 

Idea is that customers login and use portal to raise incidents and requests. Should be able to have customer admins (customer employees) who manage the accounts and can see all tickets for their entity e.g. 'External customer A' can admin their own users and see their own tickets, actually we don't want to buy ITIL licenses, as we have around 100 external customers. They can use same instance and use portal for tickets and request. Thanks, Mehak

[Allen Andreas]

Hi,

Ultimately, you'd want to discuss this with your SN sales rep, but the CSM is for allowing external customers to have their own portal and login etc. As you've said. If a user is working a ticket, they will need a fulfiller license aka ITIL. 

[mehak1890]

Hi Allen,

Thanks for the response, could you pls clear my below doubts.

1) As you said CSM is for allowing external customers to have their own portal and login etc as i have created a separate domain (for e.g 'Now12' for my external customer through domain separation so they should use it right?

2)  Now, if i'm using same url "https://dev12345.service-now.com/customer_service/home.do" domain 'Now12' and new ITIL user which is added in Now12 domain but he is not able to open this URL as getting error message that "you are not able to authorize this page" as admin is able to open in global domain, do we need buy license for this? How external customer can access the same URL which is created via domain separation.

Thanks in advance.

Mehak

[mehak1890]

Hello All Seniors, Could you help me on this? As this is little bit urgent as we have to start work for all external customers. 

Thanks in advance, Mehak.

[mehak1890]

Hi All,

Could anyone explain me What is Customer Service Management? 

As per wiki below link the definition is:

https://docs.servicenow.com/bundle/istanbul-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceManagement.html

Customer Service Management application enables you to provide service and support for your external customers through communication channels such as web, email, chat, telephone, and social media. Create cases as needed and route cases to available customer service agents with the necessary skill sets.

Question: External customers in same domain or multiple domain as well? As per my understanding its in same domain only.

CSM and Service Portal are not supporting to multi domain (domain separation) ? Right?

Thanks, Mehak.