K20 - LAB 2975c - Delivering Proactive Solutions with CSM and ITOM (APJ) - Q&A

[Stijn Verhulst1]

This article is for questions and answers for LAB2975 - Delivering Proactive Solutions with Customer Service Management and IT Operations Management, presented during the live K20 event May 6th, 2020 (APJ).

During the live event, post your questions here or in Zoom Chat and one of our lab gurus will be happy to answer them. Also, you are welcome to stay in the main meeting room during labs.

If you experience any issues with a particular lab, join a Breakout room in Zoom and one of our Gurus will join to help out. In the Breakout rooms you can unmute to ask questions and even share your screen if necessary. You will see a message at the top of the screen when it's time to return to the Main room for the next part of the presentation.

Please check the Zoom chat for links to the lab guide, as well as the link for reserving an instance. These will be posted there several times throughout the presentation for ease of locating and downloading. If you have any questions about these resources, please feel free to post a question here or in Zoom Chat.

*** Additional Resources ***

• Now Learning including Proactive Customer Service Operations eLearnings:
  
  
• • Proactive Customer Service Operations Essentials, a learning path including the following eLearnings:
    
    
  • • Proactive Customer Service Operations Overview
    • Proactive Customer Service Operations Fundamentals (Orlando)
      
      
• ServiceNow Product Documentation Site
• ServiceNow Community

[Jason Grant]

If anyone has any questions or needs any assistance, please feel free to comment in this thread or post in the Zoom chat. 

[Steve Arnold3]

Are there any links or other documentation you can share about how the Affected Install Base Items process works? Specifically around how services get associated to specific customers.

[Jason Grant]

Hi @Steve Arnold - Here is a link to Install Base Items on our docs site that should have the information that you're looking for:

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

[April Jones]

Steve,  check out the docs link on Setting up Install base here: 

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

Let us know if this does not answer your question

[Stijn Verhulst1]

Hi Steve,

asides the documentation pages mentioned by my colleagues earlier, you also can attend the free eLearnings on NOW Learning, these cover into detail the Install Base:

• Proactive Customer Service Operations Essentials, a learning path including the following eLearnings:
• Proactive Customer Service Operations Overview
• Proactive Customer Service Operations Fundamentals (Orlando)

[Steve Arnold3]

Thanks for all of the responses, and for the lab!

[Jason Grant]

You're very welcome @Steve Arnold 

[Tausif7]

May I know here I can watch this video , I missed this event on May 6th.

[Stijn Verhulst1]

Hi Tausif,

the on-demand version of this lab can be found on our NOW Learning platform: Deliver Proactive Solutions with Customer Service Management and IT Operations Management.