---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Glossary Customer Service Management

# Glossary Customer Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 11 minutes to read

Learn about the terms and concepts that are unique to Customer Service Management.

## A {#ariaid-title2}

Glossary terms are grouped alphabetically.

### auto responder {#ariaid-title3}

Feature that automatically sends email notifications to customers and watch list members when a new case is created. Auto-Responder suggests content by comparing the short description of a case with those of existing knowledge articles.

To learn more about auto-responder notifications, see [Configure Auto-Responder notifications](https://www.servicenow.com/docs/ERGukD54qwXYVZsiId1z1g "Configure the Auto-Responder feature for sharing relevant content in email notifications for deflecting cases.").

### advanced work assignment {#ariaid-title4}

Capability that automatically assigns work items to agents based on their availability, capacity, and skills. Advanced Work Assignment pushes work items such as cases, chats, or tasks, to qualified agents using work item queues, routing conditions, and configurable assignment criteria.

To learn how to configure Advanced Work Assignment, see [Configure Advanced Work Assignment for routing email interactions](https://www.servicenow.com/docs/aPSJFUHOWd~nHAkf6731Ow "Configure Advanced Work Assignment (AWA) to route email interactions automatically to your agents, based on their availability, capacity, and optionally, skills.").

Also known as
:   AWA
:   work assignment
:   routing

### asset contact relationship {#ariaid-title5}

Relationship between an asset related to a customer account and one or more customer contacts. This relationship limits access to the asset information to the assigned contacts.

To learn about asset relationships, see [Create asset contact relationships](https://www.servicenow.com/docs/i8Y9ch2zYFHm1kpjhKKjQQ#c_AssetContactRelationships "Assign an asset to a customer contact who is responsible for managing that asset.").

### auto routing {#ariaid-title6}

Automatically directing records to the appropriate agent based on predicted values.  
To learn more about auto routing, see [Using Auto-Responder for case deflections](https://www.servicenow.com/docs/qr3HZASHIQCeROTx~ioNBA "Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​").

Also known as
:   auto routing

## B {#ariaid-title7}

Glossary terms are grouped alphabetically.

### business location {#ariaid-title8}

A business location enables you to model both internal and external organizational structures, ensuring customers are properly supported while giving agents the right level of visibility into customer data.  
To learn more about business locations, see [Business Location 360 components](https://www.servicenow.com/docs/BHt4pdy55rgqJ1DmH5iUpw "Customer service agents can resolve reported business location issues by using different components on the Business Location 360 page in the Customer Service Management (CSM) application.").

Also known as
:   BL

### business portal {#ariaid-title9}

Self-service web portal for B2B customers, providing integrated access to knowledge articles, community forums, service catalogs, and chat bots, enabling customers to browse products, place orders, and manage order cases.

To learn more about using the business portal, see [Using the Business Portal](https://www.servicenow.com/docs/nsf6LCUcyYnVkLMyeffLow "Search for answers to questions or known issues, or contact a customer service agent for assistance.").

## C {#ariaid-title10}

Glossary terms are grouped alphabetically.

### customer data model {#ariaid-title11}

A customer data model is a structured framework that defines how customer-related information is stored, organized, and managed across an organization. It standardizes key data elements such as customer profiles, accounts, contacts, and relationships, ensuring consistency and accuracy across systems.  
To learn more about customer data models for B2B2C, see [Customer data models for B2B2C](https://www.servicenow.com/docs/3g5dU5hcssazsVk0DnNc1w "The customer data model for B2B2C supports complex business models with multi-level customer relationships. This model can be used to support employees of a business customer or end consumers of a business customer.").

Also known as
:   CDM

### community properties {#ariaid-title12}

Configurable attributes that define the behavior, appearance, and access controls of a ServiceNow Community instance. These properties govern how users interact with the community portal, including settings for moderation, content visibility, user roles, engagement metrics, and integration with knowledge bases or case management systems.

To learn more about communities, see [Exploring Communities](https://www.servicenow.com/docs/W7JsrcK1hwdwMzQEHM4Qsw "Explore various aspects of communities.").

### community setup {#ariaid-title13}

Configuration of the ServiceNow Community platform, where users can engage in peer-to-peer support, share knowledge, and collaborate on product-related topics. It involves defining community properties, assigning roles such as moderators and contributors, and integrating the community with knowledge bases and case management systems.

### community moderation {#ariaid-title14}

Structured process of managing user-generated content within the ServiceNow Community to ensure quality, relevance, and adherence to platform guidelines. Moderators review unanswered questions, assign them to appropriate experts, and provide follow-up actions such as requesting clarification, linking to documentation, or marking solutions.

To learn more about configuring moderation filers, see [Moderate a community](https://www.servicenow.com/docs/~J_8sskRNLfSYRq6CPkoNg "Community moderators can manage content quality by reducing the inappropriate content that is posted on the community.").

### computer telephony integration {#ariaid-title15}

Feature that customers can use to integrate the Customer Service Management (CSM) with telephony providers, enabling agents to handle inbound and outbound calls, identify customers quickly, and capture case information.

Also known as
:   CTI

### channel partners {#ariaid-title16}

External organizations like resellers or system integrators that collaborate with an enterprise to sell products and services, and can be managed through Partner Relationship Management.

To learn more about channel partners, see [Partner Relationship Management](https://www.servicenow.com/docs/access?context=partner-relationship-management&version=zurich&pubname=zurich-order-management&ft:locale=en-US).

### customer central {#ariaid-title17}

Unified view of customer data, combining self-service and live interactions, customizable to include metrics like customer health and churn risk. Customer central consolidates customer data such as account details, interaction history, and self-service actions into a single interface.

To learn more about customer central, see [Customer Central](https://www.servicenow.com/docs/7hFE8ZFopUEk526qvir87Q "Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers.").

### case workflows {#ariaid-title18}

Sequence of steps and tasks designed to manage and resolve a case from initiation to closure. Case workflows automate processes such as case creation, routing, task assignment, and resolution tracking to ensure consistency, efficiency, and compliance. They provide agents with a guided path to handle customer issues, leveraging automation to reduce manual effort and accelerate resolution.

To learn more about case workflows, see [Case management for Customer Service Management](https://www.servicenow.com/docs/jd_WJ6T4C3JW8W9Z~mtXKw "Manage customer requests and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your agents with the tools they need to evaluate cases, communicate with customers, answer questions, and resolve issues.").

Also known as
:   case management
:   routing

### case type {#ariaid-title19}

Categories of cases with specific data and processes required to resolve different types of issues, supporting varied departmental or product-specific processes.

To learn more about case types, see [Customer service case types](https://www.servicenow.com/docs/wrSRX71siHtD3ZOx0acj7g "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.").

### category filters {#ariaid-title20}

Filters that help users narrow down the available items in the service catalog based on specific categories.

### connect workspace {#ariaid-title21}

Workspace to enhances the efficiency of customer service agents. It provides a unified interface where agents can manage and respond to chat requests, voice calls, and other customer interactions seamlessly.

## D {#ariaid-title22}

Glossary terms are grouped alphabetically.

### demand forecasting {#ariaid-title23}

Predicts future customer service demand by leveraging historical interaction data to generate accurate volume forecasts.

To learn more about demand forecasting, see [Demand Forecast in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/JuK1FlQeyBX37PKraLw89Q "Demand Forecast enables managers to view their agent staffing forecast at 15-, 30-, and 60-minute intervals on the team calendar. This feature enables managers to adjust and prioritize schedules, tasks, breaks, and meetings for their agents without impacting service objectives. Learn how you can use Demand Forecast to predict resources based on historical data.").

## E {#ariaid-title24}

Glossary terms are grouped alphabetically.

### entitlement {#ariaid-title25}

Specific services, support levels, or product access a customer is eligible for based on their service contract, subscription, or purchase history. It acts as a rule-based framework that governs whether a customer is authorized to receive assistance or access certain features, ensuring service delivery aligns with contractual obligations.

## F {#ariaid-title26}

Glossary terms are grouped alphabetically.

### field technician {#ariaid-title27}

Service professional who travels to customer sites to address customer issues. Responsible for installation, maintenance, troubleshooting, and servicing installed products at customer locations.

## G {#ariaid-title28}

Glossary terms are grouped alphabetically.

### gamification {#ariaid-title29}

Use of game-like elements and principles such as points, badges, leader boards, levels, and challenges into non-game environments to enhance engagement, motivation, and participation.

To learn more about gamification, see [Administer gamification](https://www.servicenow.com/docs/E_yvN4PfI~G6fFifHVvFoQ "Users with the gamification administrator role can create the rules and other entities that award points to users based on their participation within the community.").

## I {#ariaid-title30}

Glossary terms are grouped alphabetically.

### internal data {#ariaid-title31}

Information about people within the organization, such as managers, agents, and employees. Internal users can belong to different user groups and be assigned roles such as customer or consumer service agents and managers. This data is essential for identity management, access control, collaboration, and compliance with organizational policies.

### install base management {#ariaid-title32}

The install base management helps track the products and services that are purchased by a customer along with the detailed configuration for each installed item. It provides a structured way to monitor customer assets, their configurations, and usage details, enabling proactive service operations and improved customer experience.

To learn more about Install Base Management, see [Data management for Customer Service Management](https://www.servicenow.com/docs/6LFFUtwTVwVoqQ8jRLpyjQ "Organize and manage the data for both your internal users and external customers by using the Customer Service Management application. You can give your managers and agents a comprehensive view of customer data, including account and contact or consumer details, products and services, assets, contracts, and entitlements.").  

Also known as
:   install base
:   IB
:   IBM

### install base characteristics {#ariaid-title33}

Attributes associated with an install base item that provides detailed information about its configuration and service requirements. These characteristics help organizations manage product-specific details for proactive service operations, case management, and maintenance workflows.

To learn more about the attributes, see [Install base characteristics](https://www.servicenow.com/docs/fJbF3uZvOO0ujaATa99P~w "Customer service managers can create the characteristics of the Install base items, while administrators can capture and track the characteristics of the Install base items with the Customer Service Management application. These characteristics can provide information about the service requirements and verify timely maintenance services for the Install base item.").

Also known as
:   IB characteristics

### intelligence solutions {#ariaid-title34}

AI-driven tools that enhance the application through machine learning, search automation, and natural language processing.

To learn more about intelligence solutions, see [Intelligence](https://www.servicenow.com/docs/HKQoalJPOTaxQZDsLmkzyA "Use the Intelligence solutions for the Customer Service Management application to access machine learning frameworks, search and automation functions, and natural language processing to automate and enhance your agent and customer experience.").  

Also known as
:   intelligence
:   predictive intelligence

### incident {#ariaid-title35}

A record that documents a disruption or potential disruption to a service.

## K {#ariaid-title36}

Glossary terms are grouped alphabetically.

### knowledge base {#ariaid-title37}

Repository of articles and information that helps agents and customers resolve issues. Contains categorized articles that address common issues, provide guidance, and support case resolution, and can be configured for internal use by agents or externally for customers.

### knowledge workflow {#ariaid-title38}

Process and steps that involve creating, reviewing, publishing, and maintaining knowledge articles within the Knowledge Base.

To configure a knowledge workflow, see [Activate ServiceNow Otto Skills](https://www.servicenow.com/docs/x5mtM35xWipkv1i1B08yQQ "Turn on the AI skills to automate tasks such as case summarization, wrap-up completion, and conversational knowledge search- reducing manual work and improving case resolution speed.").  

Also known as
:   knowledge generation
:   knowledge base

### knowledge product entitlement properties {#ariaid-title39}

Settings and configurations that define the permissions and access rights for users to specific knowledge articles or products.

To install entitlement properties, see [Components installed with Knowledge Product Entitlements](https://www.servicenow.com/docs/zoyp_oSodF44TkqQA8cqNA#r_KnowProdEntitlementCompInstalled "Several types of components are installed with the Knowledge Product Entitlements application.").

## L {#ariaid-title40}

Glossary terms are grouped alphabetically.

### list control {#ariaid-title41}

Settings that determine how related lists are displayed and managed within forms, including options to enable or disable editing.

## M {#ariaid-title42}

Glossary terms are grouped alphabetically.

### moderator {#ariaid-title43}

User responsible for overseeing community interactions and ensuring compliance with guidelines.

### moderation filters {#ariaid-title44}

Configurable criteria used to identify and manage community content that requires moderator attention. These filters help surface unanswered questions, flagged posts, or discussions that meet specific conditions such as inactivity, sentiment score, or topic relevance allowing moderators to prioritize and respond effectively.

### moderation tasks {#ariaid-title45}

Structured activities and responsibilities undertaken by a moderator to manage community content. These tasks ensure that the session runs smoothly, participants remain engaged, and data collected is accurate and actionable.

## N {#ariaid-title46}

Glossary terms are grouped alphabetically.

### Now Assist {#ariaid-title47}

Refers to generative AI experiences on the ServiceNow AI Platform. With Now Assist, you can improve productivity and efficiency in your organization with better self-service, faster answers and recommended actions, and empower users to search more effectively.

To learn more about
Now Assist, see [Exploring ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/slwR2SzCLUGOG7ssTwgOoA "With the ServiceNow Otto for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.").

## O {#ariaid-title48}

Glossary terms are grouped alphabetically.

### outsourced service provider {#ariaid-title49}

A third-party organization contracted to deliver services on a company's behalf, such as customer support or field services, operating under agreed service levels and policies.

### omni-channel support {#ariaid-title50}

Unified communication system that enables customers to interact with service teams across multiple communication channels such as email, chat, phone, and messaging apps while maintaining a seamless and consistent experience.  
To learn more about omnichannel, see [Omnichannels for communicating with customers](https://www.servicenow.com/docs/ywcgCSSdbFSmE7o5_S4rXA#omnichannels-communicating-customers "Meet customers where they feel most comfortable by providing omnichannel support. Customers can use chat on the Customer Service Management portal, chat via consumer messaging apps, use email, or place a phone call.").

also known as
:   omnichannel engagement
:   communication channels
:   unified communication

## P {#ariaid-title51}

Glossary terms are grouped alphabetically.

### performance analytics dashboards {#ariaid-title52}

Preconfigured dashboards that provide users such as customer service agents and managers with insights into data trends, business processes, and areas for improvement. Examples of Performance Analytics dashboards include the Customer Service Agent dashboard and the Customer Service Management dashboard.  
To learn more about analytics, see [Configure the Platform Analytics Solution for Self-Service Analytics for Customer Service](https://www.servicenow.com/docs/kJJsP9M8Ojtbt2CV8DxuNQ "Run diagnostics, review and customize components, and start collecting data.").

Also known as
:   performance analytics dashboard
:   analytics
:   trends

### process mining {#ariaid-title53}

A business intelligence tool to identify inefficiencies and bottlenecks by creating process maps. Process mining helps visualize process execution, discover root causes of performance issues, and automate data-driven improvements.  
To learn more about process mining, see [Integrating with Process Mining](https://www.servicenow.com/docs/_3wm60wlp4LYj6D2p5ESbw "Integrate Customer Service Management with the Process Mining application to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.").

Also known as
:   process optimization

### proxy contact {#ariaid-title54}

Role or function within an organization that allows certain employees to act on behalf of others, typically in customer service or case management scenarios. This role enables employees to perform tasks such as creating, viewing, and managing cases for customers or partners, even if they do not have direct access to the customer's account. The purpose of this role is to facilitate efficient handling of customer interactions and ensure that cases are managed effectively.

## Q {#ariaid-title55}

Glossary terms are grouped alphabetically.

### quick start test {#ariaid-title56}

Tests that you can use to validate your instance after making configuration changes such as applying an upgrade or developing an application. Copy and customize the quick start tests included with an application and run them with the default demo data provided with the application plugin.

## R {#ariaid-title57}

Glossary terms are grouped alphabetically.

### resolution notes {#ariaid-title58}

Notes added to an incident when it is resolved, detailing the solution.

also known as
:   resolution comments

### reverse matching {#ariaid-title59}

Process in which incoming records, such as customer service cases or incidents, are compared against existing records in the system. This comparison helps identify duplicates or related items, ensuring that similar issues are grouped together and handled efficiently.  
To learn more about reverse matching, see [Reverse matching](https://www.servicenow.com/docs/mvQX5816T~6LL08OoToHcw "Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.").

Also known as
:   reverse search
:   matching

### record categorization {#ariaid-title60}

Process of using machine learning models to evaluate text and predict field values on case and interaction records.

## S {#ariaid-title61}

Glossary terms are grouped alphabetically.

### service contract {#ariaid-title62}

It is a contract between a seller and a customer that represents products and services sold under agreed terms and conditions, prices and period.

### service catalog {#ariaid-title63}

Enables organizations to provide their customers with self-service opportunities from customer portals. A service catalog can include different types of catalog items such as goods or services, order guides, and record producers that enable users to create records. Customers can access service catalogs from customer portals to make requests and track request status.

To learn more about service definitions for catalogs, see [Service definitions with catalog items](https://www.servicenow.com/docs/ZK9VWMMpbAnh4yqrCkpdoA "Enable service definitions to use service catalog items. Agents can select these catalog items and use the associated record producers to create cases of the correct type in CSM Configurable Workspace.").

### service definition {#ariaid-title64}

Specifications of service requests tied to particular case types, connecting products, services, and case types to facilitate quick access for agents and customers.

To learn more about service definitions, see [Service definitions](https://www.servicenow.com/docs/D2CqrvYbzmTJZsXfPv_kNw "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the correct type to support those service requests.").

### skill prediction {#ariaid-title65}

The process of forecasting the skills required to handle future customer service interactions based on historical data and trends.

To set up skill prediction, see [Setting up skill prediction in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/IMt9eWzkEbITuAHsBVsLgg#setting-up-skill-prediction-configurable-cs "Collect skill data based on skills agents have used for case resolution. Use supervised learning to recommend these skills for agents to resolve similar open case. You can also find patterns in how skills are used for case resolution and use unsupervised learning to recommend skills for agents.").

### status trigger {#ariaid-title66}

Condition or event that causes a change in the status of a case. For example, a case might move from Open to In Progress when an agent starts working on it.

### special handling notes {#ariaid-title67}

Important information about individual records and user's details. The notes can be assigned a status, priority, and expiration date. Special handling notes can be displayed on an embedded list or a related list on a record form or in a pop-up window that appears when a user accesses a form.

## T {#ariaid-title68}

Glossary terms are grouped alphabetically.

### test suite {#ariaid-title69}

Collection of tests that run in a specific order. Test designers typically create a test suite to test an application or a group of related features. They can schedule test suite executions and initiate any required client test runners.

## V {#ariaid-title70}

Glossary terms are grouped alphabetically.

### virtual agent {#ariaid-title71}

A conversational bot that provides user assistance through conversations with the customer or allow the customer to escalate the conversion to a live agent.  
To learn more about the customer service virtual agent conversations, see [Customer Service Virtual Agent conversations](https://www.servicenow.com/docs/DWUXx67Q5v1A8LbZhq3A6w "Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent.").

also known as
:   chat bot

### variable set for Customer Service Management (CSM) {#ariaid-title72}

Pre-defined set of variables that can be added to catalog items to capture additional information, such as account and contact details.

## W {#ariaid-title73}

Glossary terms are grouped alphabetically.

### workspace {#ariaid-title74}

Unified interface that consolidates multiple tools and data views into a single screen, enabling customer service agents to efficiently manage cases, interactions, and tasks.

To learn more about the workspace, see [CSM Configurable Workspace](https://www.servicenow.com/docs/hGU2Pbsbim0BqX6ZQUqA_w "CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.").

Also known as
:   CSM workspace
:   Agent workspace
:   Configurable workspace

### work plan {#ariaid-title75}

Structured framework used to organize, track, and execute documentation or product development tasks across features, epics, and releases. It typically includes entries for each feature or enhancement, along with associated epics, progress status, multimedia requirements, plugin updates, and domain separation details.