what is case Digest and its configuration to different case types

[pradeep reddy]

Hello Buddies,

As you know guys nowadays communication plays a vital role in the business for the continuous updates on the issue or for its resolution. In order to make this communication an easy cake walk-through Case digest feature helps us to deliver it to the Maximum extent.

What is Case Digest?

• Case digest is a feature that helps to provide periodic updates and resolution information about high-priority customer service cases to customers and internal stakeholders.

Required plugins:

• Case digests - com.sn_csm_case_digest

• These periodic updates can be delivered in 2 ways:

1. Case action summaries: case action summary is used to provide updates to customers and internal stakeholders while a case is in progress.
2. Post-case review: Once a case has been resolved, you can provide a document that captures details about the issue, root cause, resolution, and preventive measures.

• The above 2 ways of communication are driven through the 2 UI Actions:

1. Send Case Action Summary.
2. Create Post Case Review.

UI Actions Availability in different case states:

Case states	NEW	OPEN	IN-PROGRESS	AWAITING INFO	RESOLVED	CLOSED	CANCELLED
Send Case Action Summary UI action	Not Available	Available	Available	Available	Available	Not Available	Available
Create Post Case Review UI action	Not Available	Not Available	Not Available	Not Available	Available	Not Available	Not Available

Case Action Summaries:

• Case action summaries can include both internal content and customer-visible information.
• The summaries available to customers include only customer-visible information.
• The summaries available to internal users include both customer-visible information and internal content.

• Customer service agents can:

• Create case action summaries for cases that are in progress.
• Preview summaries prior to publishing.
• Publish summaries to customers and internal stakeholders or publish to customers and send email notifications to internal stakeholders.
• Update and re-send summaries as needed.

• When publishing a case action summary, agents have two options.

      --> When an agent clicks Publish to Case, the system takes the following actions:

• Adds the information from the customer-visible fields to the Additional comments field.
• Adds the information from all fields to the Work notes field.

       --> When an agent clicks Publish to Case & Notify, the system also sends an email notification with the case action summary to the internal users included in the recipient list selected in the Additional internal recipient's field.

Note: The Publish to Case & Notify UI action is available when a list has been selected in the Additional internal recipient's field.

Post-case review:

• Use a post-case review document to capture details about a resolved case, including a summary of the issue, affected assets, root cause, resolution, and any preventive measures.
• Before publishing a post-case review document to a case, agents can preview the document and, if necessary, have it reviewed and approved
• Agents can add an approval group or approval users to the Post Case Review record and then request approval

The system sends an email notification to the approvers with a link to the post-case review document.

The approvers can either approve the document or suggest changes by adding them to the Work Notes field on the Post Case Review record.

PCR states:

1. New
2. In Progress
3. Awaiting Approval
4. Approved
5. Closed

• When an agent publishes a post-case review document, the system adds a link to a PDF of the document in the Additional comments field on the Case form.

• Post case reviews for major cases:

• The system administrator can enable post-case review documents for major cases by setting the sn_customerservice.parent_child_case_sync system property to true.

• The system also adds the records to the Related Records section on the Case form in the Post Case Review field and case action summary field.

• Both templates Either CAS or PCR are editable based on the client's requirement under the document template section.

Case Digest configuration for the case types:

• There was an OOB Guide that helps us to configure the case digest feature for the case types:

1. Go to the application navigator and search for “Guided setup”.
2. Under customer service click on “Guided setup”.
3. Click on Continue/Get Started and Go to case types.
4. Under tasks Go to “Set Up Case Digest for Case Types” and click on Configure.
5. This will open up the steps to set the case digest for case types.

Key Notes:

1. The number of case types we use, we should create those number of table mappings at “csm_table_map”.
2. For each case type, we need to make the configurations for both CAS and PCR

Steps to make case digest configuration:

1. Go to the Application and search for case digest
2. Under administration, we have “Configuration”.
3. Replace the case table with the table of the case type and make a copy of both the CAS and PCR configuration.

• Notifications

• Below is the List of OOB Notifications available for notifying the respective users at different stages:

1. Send CAS to Internal Recipients
2. Post Case Review Approved
3. PCR Closed
4. Post-case review under approval
5. PCR work notes added
6. PCR Cancelled
7. PCR Approval Request Withdrew
8. Post Case Review Rejected

Reference: 

1. Customer Service Case Digests 

2. CAS 

3. PCR 

Please refer to ServiceNow Docs  for more details

Liked the article? Hit bookmark and mark it as helpful, it would mean a lot.

Thanks for reading, have a great day!