Customer Service Problem Management release notes
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Summary of Customer Service Problem Management release notes
The Customer Service Problem Management application in ServiceNow Australia release helps organizations identify, investigate, and resolve customer service problems efficiently. It includes enhancements such as integrated Customer 360 data, dispute analysis, and automated workflows to streamline problem resolution and customer dispute management.
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Key Features
- Service Problem Case Record Page: Provides a unified workspace to access account context, diagnostics, and Customer 360 data without navigating away from the case, improving problem visibility and resolution speed.
- Customer Dispute Management (CDM): Enables comprehensive capture and management of dispute cases, supports investigation workflows, maintains audit and root cause analysis history, and enforces SLA compliance. It also allows generation of resolution notes and deadlock letters for escalations.
- Dispute Analysis Recording: Allows detailed categorization of disputes by product, category, subcategory, and reason during the resolution process, helping identify root causes and focus improvement efforts.
- Agentic Workflows: Automate task requests involving payment status checks, relevant case context, and knowledge base articles. The test and repair workflow autonomously runs test groups linked to tasks and generates repair tasks for failed tests, updating summaries without user intervention.
- ServiceNow Otto AI Integration: Provides advanced AI capabilities including customer sentiment analysis, generation of case summaries, and deadlock letter creation to support dispute resolution and communication.
- UI Enhancements: Added toggles between playbook and record views, Customer 360 tab on Service Problem case pages, and refresh functionality in repair stages for improved user experience.
Activation and Plugin Information
- Customer Service Problem Management is available through the ServiceNow Store and requires installation via request.
- The new Customer Dispute Management (CDM) plugin manages dispute cases end-to-end and depends on the Case Playbook for Complaints plugin.
- Case types enable configuration of tailored customer service processes and data for resolving specific issue types.
Important Changes
- The Now LLM Service is deprecated as the default AI model provider for new or inactive assets, replaced by third-party models by default while retaining manual selection options.
Benefits for ServiceNow Customers
These enhancements enable faster, more accurate problem resolution and dispute management by leveraging integrated customer insights, AI-driven analysis, and automated workflows. Customers can expect improved case handling efficiency, better root cause visibility, and more effective communication throughout the dispute lifecycle.
The ServiceNow® Customer Service Problem Management application helps customer to identify and resolve service problems. Customer Service Problem Management was enhanced and updated in the Australia release.
Customer Service Problem Management highlights for the Australia release
Australia Patch 5
- Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
- Use the Service Problem Case record page to view Customer 360 data.
- Perform and record dispute analysis in the Customer Dispute Management (CDM) case.
Australia Patch 1
- Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.
- Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs.
Australia Early Availability
- Use CDM feature to acknowledge and register customer disputes or complaints, conduct investigations, and deliver timely resolutions.
- Automatically generate clear resolution notes to help you efficiently document and close customer disputes in CDM cases.
- Gain insights into customer sentiment and easily identify the most relevant case records to support faster and informed dispute resolution.
- Get a comprehensive summary of all linked case records to quickly understand and act on customer disputes.
- Generate deadlock letters to support consumers moving to legal procedures when complaint resolutions are not accepted.
See Customer Service Problem Management for more information.
Important:
Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
Australia Patch 5
- Service Problem case record page
- Access account context and diagnostics in one workspace without navigating away from the case View using Service Problem Case record view. You can also view the Customer 360 data with broader account context.
- Resolve a customer dispute and record the dispute analysis
- Record the analysis of a dispute using the hierarchy of product, category, subcategory, and reason in the dispute analysis record. You can record the these details in the Resolution and dispute analysis stage of the CDM playbook. This gives you much clearer visibility into why disputes happen and where to focus process improvements.
- Preliminary troubleshooter agentic workflow
- Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.
- ServiceNow Otto for Telecommunications, Media, and Technology (TMT) service test and repair agentic workflow
- Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. This workflow also updates the consolidated summary in work notes and runs autonomously in the background without any user interaction.
- Customer Dispute Management
- Use the CDM case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and generate deadlock letters for customer or partner communication.
- Generate resolution notes for ADR case
- Generates resolution notes for a customer dispute in the CDM case record.
- Analyze the sentiment of a service problem case using ServiceNow Otto for TMT
- Analyze customer sentiment on the case records that are linked with the customer dispute. This skill enables you to select the relevant linked records for CDM case record.
- Summarize the linked records using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
- Generates a comprehensive summary the case records that are linked to the customer dispute in the CDM case record.
- Generate a deadlock letter using ServiceNow Otto for TMT
- Generates a deadlock letter details for a customer dispute in the CDM case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures.
Changed in this release
- Australia Patch 4
- Now LLM service deprecation
- The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.
UI changes
Australia Patch 5
- Service Problem case record page
- New icons on the Service Problem case record for toggling between the playbook and record page views. Customer 360 tab is added to the Service Problem Case record page.
Australia Patch 3
- Diagnose and resolve a service problem case
- A refresh button is added to the Repair stage in the Service Problem Case.
Activation information
Install Customer Service Problem Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
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The following plugin is new in Australia:
Customer Dispute Management (com.sn_telco_adr_mgmt): The CDM captures the case details of the issue or problem faced by the customer and manages investigations and expected resolution. It tracks all actions required to identify the root cause of the dispute and resolve it.
Additional requirements
You must install Case Playbook for Complaints (sn_complaint) plugin to use the CDM case type.