Interview questions CSM module & business use cases

[abirakundu23]

Hi All,

1.Could you please share real time business use cases for customer service management module? 
2. Sample of Interview questions & answer
3. Limitation that is not achievable real time basis

Any assistant will highly appreciable.

[Vishal Jaswal]

Hello @abirakundu23 

My suggestion would be to focus on learning the CSM module in your PDI and then share your learning experience during the interview. If you don’t have any working experience with CSM then it is better to be honest however you can always share that this is what you have learnt with CSM during learning it in your PDI and share your prior/current experience with portal pages, widgets (if any).

CSM Portal in general is for end users/customers outside your organisation who wants to create and manage case. A best practice is to clone all the CSM portal oob pages and widgets to create a custom portal.

for example if you work for Company A who has 3 customer companies X, Y and Z. All 3 customer companies wants to create Incident, Change Request and Service Request for your company A to work upon then you can have these as record producers in your custom CSM portal. You can also create three different custom CSM portals for each customer by replicating oob CSM portal and perform enhancements.

Upon creating ITIL record via record producer, automatically a Case will be created and user will be redirected to case details in portal. The activities (additional comments and attachments) from Case details in CSM portal to be replicated in associated itil record.

Hope it helps!

[abirakundu23]

Hi @Vishal Jaswal ,

Above query is for exploring & understanding purpose.

Thanks for your update. Apart from above scenario can you share & explain any other use cases?

[Vishal Jaswal]

Hello @abirakundu23 

CSM Portal an already out of the box built low scope UI allows your employer’s end customers with:

1. ability to create Cases which can act as a wrapper for underlying/associated ITIL record(s).

2. ability to look knowledge base articles made public for end customers.

3. Ability to export all active and non-active cases.

4. Ability to interact with service providers via case activity (additional comments) and attachments.

5. ability to create itil records (if you add record producers like Create Incident, Change Request, Service Request).

Hope it helps!

[SK Chand Basha]

Hi @abirakundu23 

Refer this below thread

https://www.servicenow.com/community/csm-forum/interview-question-on-csm/m-p/433944

Mark it helpful and accept solution!! If this helps you to understand.