A “Better Together” Story: One Issue, One Journey
Ever wondered how CSM works better together with other ServiceNow capabilities like ITSM and FSM to solve customer issues without handoffs, silos, or repeated conversations?
Sarah, a customer service agent at a major bank, answered a familiar call one busy morning. On the other end was Mr. Harrison, a local business owner, clearly frustrated.
“My terminal isn’t working again,” he sighed. “It keeps showing Error 404: Transaction Failed.”
Sarah stayed calm and jumped into action. She logged the call as an Interaction in Customer Service Management (CSM), capturing the details and reassuring Mr. Harrison that she would take ownership. Since the issue couldn’t be resolved during the call, she created a Case to track the problem end to end and ensure consistent communication.
As Sarah reviewed Mr. Harrison’s account history, it became clear that this issue required hands-on support. Without switching systems or involving multiple teams manually, she created a Work Order in Field Service Management (FSM) directly from the Case.
FSM immediately went to work. Using skill-based routing and location awareness, the system automatically assigned the job to Mark, a field technician whose expertise and proximity made him the best fit. The visit was scheduled for that afternoon, and Mr. Harrison received instant confirmation.
By 2:00 PM, Mark arrived on site and began diagnosing the terminal. The hardware itself appeared to be functioning normally, but his tools detected an unusual backend connectivity issue. Recognizing this wasn’t just a physical problem, Mark updated the Case with his findings and, through the integrated workflow, created an Incident in IT Service Management (ITSM) for the IT Operations team to investigate.
The IT team quickly picked up the Incident and identified the root cause: a system-wide database synchronization failure affecting transaction processing. Within the hour, they resolved the issue and restored system stability.
Meanwhile, Mark completed the on-site checks and reconfigured the terminal using the now-stable backend connection. The terminal was tested, transactions went through successfully, and the issue was fully resolved.
Throughout the entire process, Sarah remained Mr. Harrison’s single point of contact. She notified him when the technician was on the way, shared updates as the technical issue was identified and resolved, and confirmed once everything was back up and running.
What could have been a long, frustrating experience turned into a smooth, coordinated resolution. The terminal was back online, Mr. Harrison’s business was running without disruption, and every team knew exactly where they fit in the process.
That’s the power of the Better Together approach on the ServiceNow platform—
CSM owning the relationship, FSM executing on-site service, and ITSM resolving the technical root cause, all working as one seamless workflow.
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