What are features of Customer Service Management?A. Skills-based routing B. Demand Management C. Real-time SLAs D. Service Contracts E. Timed Audits F. Service Entitlements G. Service Prospecting

[Avinash13]

What are features of Customer Service Management?

A. Skills-based routing

B. Demand Management

C. Real-time SLAs

D. Service Contracts

E. Timed Audits

F. Service Entitlements

G. Service Prospecting

Can anyone provide me the answer for this...

Thanks in Advance :--)

[Community Alums · Accepted solution]

Hi Avinash,

Skill-based routing :- 

There are a number of signals that we could use to determine the best recipient of the record.

• Who has the appropriate skill to handle the issue
• Who is in the correct location if a physical presence is required
• Who has the least load (determined by number of outstanding work maybe?)
• Who is available based either on a working day rota, or if the priority is high enough, who is active RIGHT NOW
• Who has dealt with this type of Incident before

Refer to this video : https://www.youtube.com/watch?v=9ZHHVZrtKiI

https://community.servicenow.com/community?id=community_article&sys_id=0020d74a1b43b0d4abbcece7624bcb2b

Demand Management :- The Demand Management application consists of tools for capturing, centralizing, and assessing strategic and operational demands. It also provides a single location for managing all the demand information.

Real-time SLAs :- Works the same way as other modules.

Service Entitlements :- An entitlement defines the type of support that a customer receives as well as the supported communication channels. An entitlement can be associated with a product, an asset, an account, or a contract.

An entitlement check is performed when a case is opened. This check takes into consideration the existing cases for the specific account, product, asset, and service contract. Entitlements can have associated workflows that drive recommended activities for a case.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Avinash13]

Thanks @Sandeep Dutta.

[Joao Ortiz]

Hello, 

Apparently the correct answer is:

The features of Customer Service Management (CSM) are:

• Skills-based routing: This feature allows incoming service requests or incidents to be automatically routed to the most appropriate agent or team based on their skills, capacity, and availability.
• Real-time SLAs: This feature enables service level agreements (SLAs) to be defined and monitored in real-time, allowing service agents to proactively manage and resolve issues before they breach the SLA.
• Service Entitlements: This feature enables organizations to define and manage service entitlements, which specify the type and level of support that customers are entitled to based on their contract or subscription.
• Service Contracts: This feature enables organizations to define and manage service contracts, which outline the terms and conditions of the service provided to customers.

Demand Management, Service Prospecting, and Timed Audits are not typically considered core features of CSM. Demand Management refers to the process of forecasting and managing customer demand for services, while Service Prospecting refers to the process of identifying and targeting potential customers for new or existing services. Timed Audits typically refer to a quality assurance process that involves reviewing and evaluating service interactions to ensure compliance with internal or external standards.
While these features may be useful in certain contexts, they are not typically considered core features of CSM.