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

[sdivone]

Disclaimer: We do not use Domain Separation so I cannot address how that differs, how you might apply that to your external customers vs internal customers, or which might be the better solution for you.

We use CSM. Here are some of the differences which may help you:

1. External customers do not raise Incidents, they raise Cases. Case is a new table extension off of Task. You can then use this case to link together tasks, problems, etc which may involve multiple departments within your organization while having a single entity with which to communicate with your external customer and maintain ownership with the support team.
2. You can apply Contracts and Service Entitlements to various Customer Accounts to restrict what they can enter Cases for. (previously contracts/entitlements applied to external vendors.)
3. You can define account hierarchies for your external customers.
4. For any / each customer account / subaccount you can define their contacts, assets, contracts and entitlements separately.
5. There are multiple ways to solve the issue of assigning a case to a specific support rep or support team. This will need to be worked out through discussion of your business processes.

I hope the info helps. I can’t speak to the domain separation piece of this.

[Geeky]

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