Case vs Incident Management

[Mahira]

Hi all,

I would like to understand why case management is used in Customer Service Management. What is the senitiment of using case instead of incident?

All   that can be achieved using case can also be done using incident management as well in my opinion.

Could some one help me in understanding this better?

Thanks a lot in advance.

Tagging danreinhardt

Regards,

Mahira

Message was edited by: Mahira Rahman

[iadityas]

Hi Mahira,

True, but what I sense may be rationale behind is to segregate communications with external customers. To bring in real value in terms of Customer Service Management such cases would be assigned to CSM agents with specific skill sets unlike regular support staff working on incidents having a set of skills.

Segregation is the key.

Analogy: Having Office Skype communicator along with regular Skype. Can be reused but official communication segregated with personal communication might help.

Regards,

Aditya Shrivastava

[Mahira]

Hi Aditya,

Thankyou.

But this works only if I have a separate group or team to handle such customer interactions. What if there is no separate , exclusive team to handle these ? Then this team will be left with a dilemma whether to create a case or an incident for a given situation.

I would like to know   how to go about handling these.

In such case, what would qualify to be handled as a "case" and what as an incident?

~Mahira

[iadityas]

Hi Mahira,

If there is a single team in an enterprise then effectively routing a case or an incident becomes very hard. Even monitoring events would need correct categorization to be handled by correct group with right prioritization.

Moreover, I believe Case Management in CSM bring in holistic solution look at making things more generic for customer while dealing more specific with robust back end fulfillment, bring in portals, self-service together may help customers to not only reach when an Incident occurs but may be gain insight prior to it so that it can be proactively resolved. Got to know that IoT is also playing some role in this context.

Went to check more information on ServiceNow website around it to get clearer information - Customer Service Management Solutions | ServiceNow

Found this diagram specific to CSM as a whole.

Regards,

Aditya Shrivastava

PS: Mark answer correct/helpful/like in case you find response helpful in anyway. Thank You!

[anurag92]

I have a great Use-case scenario for case management (which can differentiate Incidents from Cases). Recently we implemented Case in our Service Portal, for external users, and removed incident and request links. An external user (on facing an issue or in need of some access) will create a case from portal, and that case will be auto-assigned to a case manager who will then identify if it is an issue(incident) or a request and will then forward it accordingly. So, for end users, the headache of knowing where to go, and what to raise is removed and a common umbrella of Case can help in better Customer Service.

So, A Case will help in increasing the Customer Service and Continuous improvement of your organization, hypothetically.

Let me know if this helped and mark helpful/correct accordingly.