Usecases for CSM, FSM, TSM

[Pavan Kumar28]

Hi All,

Can anyone please share implementation guide  related to CSM or FSM or TSM modules.

Regards,
Pavan.

[Sandeep Rajput]

@Pavan Kumar28 

Here are key use cases for Customer Service Management (CSM), Field Service Management (FSM), and Telecommunications Service Management (TSM) in ServiceNow:

1. Customer Service Management (CSM)

• Case Management: Track customer inquiries, issues, and requests efficiently across multiple channels like web, email, and phone. Service agents can manage cases from creation to resolution.
• Customer Self-Service: Enable customers to find solutions through a knowledge base, virtual agent, or community forums, reducing the load on service agents.
• Omni-Channel Support: Provide seamless support across multiple platforms such as phone, chat, email, and social media, ensuring a consistent customer experience.
• Proactive Customer Support: Use AI to detect issues before customers are aware of them (e.g., predictive alerts for outages or system failures) and resolve them proactively.
• Entitlements & SLAs: Track and manage customer entitlements to ensure they receive the appropriate level of service, while also monitoring service level agreements (SLAs).
• Field Service Integration: Enable service agents to schedule field service appointments for on-site customer support, integrating CSM with FSM.

2. Field Service Management (FSM)

• Work Order Management: Create and manage work orders for field agents, from assignment through resolution, with real-time tracking and updates.
• Scheduling & Dispatching: Use AI-based scheduling to optimize field agent assignments based on skills, location, availability, and customer preferences.
• Mobile Access for Technicians: Equip field technicians with mobile apps to view tasks, update status, capture signatures, and submit reports directly from the field.
• Asset & Inventory Management: Track assets, parts, and equipment needed for field operations, ensuring technicians have the right resources to complete tasks.
• Preventive Maintenance: Automate the creation of work orders based on asset health or predefined maintenance schedules to minimize equipment downtime.
• Customer Appointment Booking: Provide customers with the ability to book service appointments and track technician arrival times, improving customer satisfaction.
• Knowledge Sharing: Enable technicians to access knowledge articles or past case history while on-site to resolve issues faster.

3. Telecommunications Service Management (TSM)

• Order Management: Streamline customer order handling for telecommunications services such as internet, cable, and phone service provisioning, tracking each order lifecycle.
• Service Assurance: Automate the detection, tracking, and resolution of network issues that affect customer services, providing faster incident resolution.
• Network Inventory Management: Maintain an accurate record of telecommunications infrastructure, including circuits, devices, and locations, supporting efficient network operations.
• Provisioning Automation: Automate the provisioning of network services, reducing the time required to deliver customer services.
• Billing & Subscription Management: Integrate billing and subscription services, ensuring that customers are charged correctly based on their service usage.
• Customer Complaints & Dispute Resolution: Manage customer complaints and disputes related to services, enabling faster resolution and tracking through a single platform.
• Field Technician Support: Assign work orders to field technicians for network installations, repairs, or service upgrades, ensuring proper resource management in telecom operations.

These use cases help organizations deliver better customer experiences, streamline operations, and optimize resource utilization across these key service domains.

[Pavan Kumar28]

Hi @Sandeep Rajput ,
Thanks for the information, it's helpful for us.

Regards,
Pavan.

[Sandeep Rajput]

@Pavan Kumar28 Please mark the response helpful and accepted solution if it addressed your question.

[Pavan Kumar28]

Hello @Sandeep Rajput ,
as of now we under stand what is CSM, FSM, TSM modules and it's use cases, but we need implementation guide

Could you please share any implementation steps for FSM and TSM related things.

Regards,
Pavan.