Using CSM to serve internal users from other departments

[Beno_t Proulx]

CSM seems to be exactly what we need for our organization. Reason for wanting to use CSM is to capture cases and then create related Incidents, Requests, Problems etc from the case. Having a single entry point for the start of any type of TASK. We have a Employee Care Centre where agents are the point of contact for all questions and issues and they need a tool to track cases and interactions. They serve internal employees to the organization, some of them that also have access to applications in ServiceNow.

However, CSM seems to be focused on external customers rather than supporting users inside our organization.

*So, only employees assigned to the Employee Care Centre would create and manage cases from other employees in the organization.

My concerns/questions are 2-fold:

1. Licencing: Is using CSM to better serve internal employees (who may or may not have access to other ServiceNow applications) allowed or possible?
2. The best fit would be to use CSM as B2B (using Accounts and contacts), where account would be the employe's department and contact would be the employees in that department. However, biggest concern is that when creating a new contact(customer_contact) it gets created in the sys_user table too. We do not have external customers, only internal end users. Thus any contacts created are duplicate records of the current users... Anything to do about it?

Has anyone ever setup or used CSM in their organization in order to serve internal employees? Any tips or information to share would be much welcome. Thanks.

[Beno_t Proulx · Accepted solution]

So we ended up using CSM, but we're not using the default's Contact and Organization fields. Instead we have added custom fields that point to our Department and User tables.

At the moment, only agents are using CSM, we're not (yet) give our users access to the CSM portal. We do realize that doing so would either requires customization to the CSM portal OR developing our own custom solution.

[Kshitij Sheth]

Could you please elaborate what customization is required here for access to users?