Not able to create case with Customer & Partner Roles in CSM

mehak1890 · ‎05-03-2018

Hi All,

As per below screenshots, I have given proper roles for customer, consumer and Partner, but when i logged in with all these users then I'm unable to create case with these ids. Why? I'm not able to understand? Could anyone help?

Thanks, Mehak

SimonDunsmoor · ‎05-03-2018

So it looks like you might be asking 2 different questions.

In answer to your original question, you can see the "Create Case" link in your picture of the CSM Portal on the primary navigation area (just below the ServiceNow logo). You should see this when you're logged into each of the 3 Personas you mentioned (Consumers, Partners and Customers).

As to your second question....

Your Support Agents need to be in the correct Group(s) to see/support the Chat. These are managed via the Collaborate application on the Navigator.

Collaborate > Support Administration > Queues

It looks like you are working with the Baseline Implementation in your personal Dev site, so open the Customer Service Chat Queue and you'll see the Support Group. Impersonate an agent in that group and you'll be able to find Chats from the Connect Sidebar.

Let me know if this helps

Simon Dunsmoor

View solution in original post

mehak1890 · ‎05-03-2018

Great Simon, i got it. I need your one more help. As I'm very new into CSM.

If I have 5 external customers then how I can create a separate CSM/ CSP portals of all of them? Thanks, Mehak.

SimonDunsmoor · ‎05-03-2018

No worries!!

Basically you have a single branded www.URL.com/CSM portal that each customer would log into. Each customer (as long as they are not a partner nor part of their own parent-child business) would see only their Cases, Assets, etc. There is no data cross-over or anything. Internally, your support agents would have access to all of the Accounts, Cases, etc.

If you need to have an individualized branded solution for each individual customer, I'd reach out to your integration partner and/or ServiceNow account team to discuss your options there.

Simon

mehak1890 · ‎05-03-2018

Hi Simon,

Basically I want to understand the difference between Partners and consumers? Thanks, Mehak.

SimonDunsmoor · ‎05-03-2018

Consumers are considered B2C (Business to Consumer) and are the end user of a given product. For example, a Consumer (Sally) purchases an appliance from a business (Cirro) and then purchases support for the appliance. Sally could then log into Cirro's Consumer Portal and enter a Case and/or search knowledge for support.

Partners offer support to their Customers in a B2B (Business to Business) model. They may be also a customer of the services being offered as well. For example, if a business (Boxeo) sells networking equipment and support for it, a Partner (SimonCorp) of this business may purchase the equipment and use it internally. In this case, they are the customer of Boxeo. However, SimonCorp might also offer the equipment and support to customers of their own. SimonCorp can then open Cases for their own internal support needs as well as the support needs of their customers via Boxeo's Customer Support Portal. The folks at Boxeo recognize that SimonCorp is a partner and support SimonCorp's customers based on agreements they have together. Boxeo also has other customers of their product, whom they support directly.

That should help as well. If you haven't taken it, I would say that the Customer Service Management Fundamentals class would also be of assistance for you and your team too.

Simon Dunsmoor

mehak1890 · ‎05-04-2018

Hi Simon,

I checked again. I'm not able to create case. I already given roles sn_customerservice.customer & sn_customerservice.customer_admin also. But getting error message "Not authorize". I check ACL as well but not able to understand why i'm not able to create cases.

Pls help. Thanks, Mehak.