CSM VIP Functionality

[Karen16]

Hi,

We have been requested to setup VIP functionality for consumers in CSM.  We are considering either adding a VIP flag directly to the consumer record or creating a list where VIP consumers can be added by our users.  The VIP consumers will need to be identified on case records and most likely priority will be raised when the record's consumer is a VIP.

Has anyone developed any VIP functionality in CSM?  If so, can you explain how you accomplished this?

Thanks,

Karen

[Punit S]

Hi Karen, 

Yes, it is possible to develop VIP functionality in ServiceNow CSM using various approaches. Here are some suggestions on how to accomplish this:

1. Adding a VIP flag directly to the consumer record: This approach involves adding a VIP field to the consumer table and updating the field for VIP consumers. Then, on the case record, a VIP indicator can be displayed to identify if the consumer is a VIP, and the priority can be raised accordingly.
2. Creating a list where VIP consumers can be added by users: This approach involves creating a separate list or table to store the VIP consumers and updating the list whenever a new VIP is added. Then, on the case record, the system can check if the consumer is a VIP based on the list, and the priority can be raised accordingly.

To implement either approach, you can create a new field on the consumer table or create a new list/table to store the VIP information. You can also create a new business rule to check the VIP flag or list and update the priority field accordingly. You may also need to create a new UI policy to display the VIP indicator on the case form.

It's important to note that the specific implementation may vary based on your organization's requirements and workflows. You can also explore additional options such as using a script include or a client script to achieve the desired functionality.

It's also worth considering if there are any existing or upcoming ServiceNow plugins or applications that offer VIP functionality that can be leveraged. For example, the ServiceNow Customer Service Management application has a VIP Management feature that allows for prioritizing and managing VIP customers.

Please mark my answer correct/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal. 

Thanks,
Punit

[drusnak]

Just to confirm, you do not want to use VIP functionality on the User record because it is already being used by another group in a different way, correct? Also, within CSM, you have two different groups utilizing CSM and the other one may not want to use the VIP functionality, correct?

I'd like to know if ServiceNow has anything on the horizon for more robust VIP functionality. Like maybe being able to set a person as a VIP at the User and/or Consumer record based on a particular Assignment Group? Basically a related list of Assignment Groups. Problem with that is that if you have multiple assignment groups (let's say within your IT department) and you want to utilize this type of VIP logic you have to add all the assignment groups that may utilize the VIP functionality to the User related table.