ServiceNow Sales and Order Management (SOM) streamlines the entire sales lifecycle on a single platform, from lead to renewal. It accelerates time-to-maket, boosts review, reduces costs, and enhances the customer experience.
ServiceNow Process Mining visualizes your processes in minutes and exposes bad process behaviours to enable you to improve your processes and trend positively on the key performance indicators. It is powered by machine learning and AI based capabilities to speed up your path to automation and efficiency.
If you're looking to combine the power of both these products to reap maximum benefits you are at the right place. This blogpost covers it all!
How to use Process Mining on Sales Order Management data?
1. Setup
Make sure you have completed the following steps before you begin mining SOM tables.
- Install Sales Order Management app from ServiceNow store. LINK
- You need to assign role(s) pertaining Sales Order Mgt. to the users who will perform mining to ensure they have the required rights to access the data being mined. LINK
- You must assign a relevant Process Mining role to the users who will perform mining. Process Mining Power User or Admin role are recommended as it will be required for creating Process Configuration record covered in the section below. LINK
- Ensure audit is turned on for the tables targeted for mining. The tables are targeted for mining are:
*SOM tables targeted for mining
2. Create a Process Configuration record for each table to be mined
Access 'Process Configuration' as shown below from Process Mining Workspace and create a new record for each table specified above i.e. Quote, Opportunity and Customer Order.
The guided setup below will prompt you to fill out the necessary information. Make sure you fill out the 'Process Details' section with relevant fields (shown below).
If you don't have all the information available, you could leave it blank for now and proceed to the next steps. However, make sure on 'Improvement Opportunities' shown below you add the suggested 'Automated' ones. These are ServiceNow provided automated patterns that will help you easily detect bad process behaviours in your dataset. Click on 'Finish' to complete the configuration.
Likewise, complete the Process Configuration for the remaining tables i.e. Customer Order and Opportunity.
3. Create a new project for mining a targeted table
Create a new project as shown below.
At the project guided setup shown below, specify the table to be mined, for example, Quote.
Specify 'Activities' in scope your analysis step as shown below. You could specify filters and breakdown fields as required. 'Activities' is mandatory for mining.
At the next step, add automated opportunities from the library (shown below) that we had created in the previous section when we setup the Process Configuration for the table.
Review and mine the project. View it in workspace and you will see the full analysis on 'Summary & Insights' page, and most importantly, the bad patterns found in your dataset under 'Improvement Opportunities' (shown below).
On Analyst Workbench, you can see the full process map from where you can dive deeper to identify bottlenecks, root cause and come up with ideas for process improvement.
*Sample data shown here is skeletal but sufficient to prove the value of the functionality
Multi-dimensional Process Map
To create a process map showing all the 3 tables i.e. Quote, Opportunity and Customer Order on the same page, at the project guided setup stage you need to add child tables as show below.
The main table is Quote on the step 1 of project creation. On the subsequent step at scope your analysis, add Customer Order as a child table specifying the 'relation' and 'source' field as shown below.
Then add Opportunity as a child table as shown below. Make sure you fill out Activities for each table as it is mandatory for mining.
The results of the mining will display a process map as shown below exposing the time wasted when an Opportunity is delayed to reach up to Quote stage and the time lost up to confirming a Customer Order.
