Order Management via CSM Portal

[James Downs]

It may be too early to ask this question, but I have many ServiceNow customers asking for the ability to raise orders via the CSM portal.  I was very excited to see the updates/new functionality about Order Management in San Diego but per the docs the intention was to bring in orders via API or phone call (per below screenshot).

I know there is major challenges with using Cart functionality with the CSM portal and staying away from Request Management.  Are we expecting any solution to this in San Diego, or is this Order Management App v1 and we should expect ordering via the CSM portal with full use of the cart in Tokyo for example?

[Community Alums · Accepted solution]

Hi @James Downs ,

You can use OOB Customer Service Management for Orders enables customers and consumers to do the following through a self-service portal:

• View orders
• View and create cases for orders
• Contact a customer service agent to report an issue

Customer service agents can respond to customer and consumer requests and create cases for orders.

To add support for orders to the Customer Service Management application, activate the Customer Service Management for Orders plugin (com.snc.csm.order). This plugin requires the Customer Service plugin (com.sn_customerservice).

This plugin adds the following modules to the Customer Service menu:

• Orders: displays a list of customer orders. Click an order to display the Order form.
• Order Line Items: displays a list of the individual items within each order in the Orders list. Click an item to display the Order Line Item form.

• Note :-Starting with Tokyo, Order Management is being prepared for future deprecation. It will be hidden and no longer available for activation but will continue to be supported.

CSM enables "Customer Service for Orders", and not necessarily an end-to-end Order Management system.

As a customer, you can view an order by using the Customer Service Portal. In the Customer Service Portal, you can see the status or the order and track the order through the fulfillment process.

1. Navigate to the Customer Service Portal.
2. In the Customer Service Portal header, click Support and then select Orders.
3. In the Orders list, click the order that you want to view.
   If there is a problem with the order, contact the order agent who created the order for assistance.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[James Downs]

Hi Sandeep, thank you for your response.

Your statement pretty much sums up my findings: CSM enables "Customer Service for Orders", and not necessarily an end-to-end Order Management system.

It appears in San Diego the new app Order Management for Customer Service Management is more enhanced, has data models, flows etc.  But still no support for raising orders via the portal.  https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management-order-management/concept/csm-om-exploring.html

[Community Alums]

That's correct but you can create cases for orders though.

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[Sironi]

Hi Sandeep Dutta,

I have same kind of Requirement , please help me it is very tough time for me to find right solution.

which Plugin we need to activate :  sn_csm_order_mgmt,  com.snc.csm.order  ?????

Please sir, don't share ServiceNow Doc's, links. i want to hear in your point of view.

What is Order management in CSM ?

1. WHEN & WHY  do we raise Orders for Customers / consumers ? 

2. Who will ask to raise Order request? WHY ask to raise, What is the need to raise Order request?

it will be great , if you share with journal example