Does it make sense to combine CSM and Employee Center

[Jacques Clement]

Hi - I’m dealing with a scenario where I would like to combine the versatility of Employee Center with Customer Service Management. In other words, replacing /csm with /esc.

Does anyone see any technical or functional roadblocks with this approach Note that we’re considering using CSM for internal employees, but serve them as “customers”, i.e. leveraging case management.

Thanks.

[Max Nowak]

Hi Jacques,

out of curiousity, did you move forward with your approach of treating your internal employees as customers (external users)? We are thinking about doing the same, but I think it clashes with ServiceNow's internal vs. external user policies.

[Jacques Clement]

Hi Max - No we did not go forward with this option; although I still believe it would make sense. Now that I have worked more on the subject, I reckon that ServiceNow's answer to this scenario is to use Universal Requests. 

Hope this helps. Thanks. 

[ersureshbe]

Hi, You can fit the ESC for snc_internal role users not the snc_external role

[Adam50]

@Jacques Clement it's a great question. I've implemented Employee Center for a CSM project and I'll say it's quite possible, albiet with a little bit of nuance. 

If you want to stay OOB, you'll need to be mindful that some of the widgets built for EC don't use the snc_external  role that you'll need for customers in the CSM world. The work around there, without having to customize a bunch of OOB widgets and pages related to Tasks, Header and more, you can install the Advanced User Criteria plugin. This allows you to add snc_external (or other required criteria) on a related list, without having to clone any of the widgets. 

Just like you would for ESC for Employees, you can create a taxonomy of topics and connected content for Customers to access requests and articles, quick links and other content you want to add like news, announcements, videos, etc. 

For the My Requests page, you can configure the activity being tracked and track cases instead of hr cases or incidents or requests.

The inherit ServiceNow CSM security around cases should be intact and you can go to any page you normally would in a standard CSM service portal (lists, etc).