Administer Customer Service Management
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Summary of Administer Customer Service Management
Customer Service Management (CSM) offers a comprehensive set of administrative tools and features designed to help ServiceNow customers configure and manage their customer service operations effectively. These capabilities enable efficient case handling, knowledge base control, domain data separation, and streamlined communication with customers, all aimed at improving service delivery and operational oversight.
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Key Features
- Anonymous Chat: Allows consumers to engage with service agents via chat without requiring login to the Consumer Service Portal, facilitating easier access to support.
- Workflow Studio Actions: Provides Flow Designer actions to build and customize CSM business processes, enabling tailored automation and process design.
- Domain Separation: Enables logical grouping of data, processes, and administrative tasks into domains, with control over user access and visibility to ensure data segregation and security.
- Extension Points: Supports the integration of custom scripts within CSM to extend functionality and tailor the application to specific business needs.
- Knowledge Product Entitlements: Allows administrators to specify which knowledge bases and articles customers can access via the portal, ensuring relevant and secure content delivery.
- Restrict Knowledge Base Access: Limits knowledge base visibility to internal users, protecting sensitive information.
- Quick Start Tests: Provides validation tools to test CSM functionality after configuration changes or upgrades, ensuring system reliability.
- Case Routing and Assignment: Automates the routing of customer cases using matching and assignment rules, directing cases to appropriate agents efficiently.
- Assignment Workbench: Offers managers a dashboard to review agent availability and skills for intelligent task assignments.
- Special Handling Notes: Enables creation of notes to highlight critical information on records, improving agent awareness.
- Case and Account Escalation: Facilitates raising visibility on important cases or accounts to ensure timely resolution.
- Case Action Status: Displays case statuses clearly in lists, helping agents prioritize work effectively.
- Major Issue Management: Supports proactive communication and resolution management for widespread issues impacting multiple customers.
- Automatic Case Closure: Automatically closes resolved cases when customers do not respond, streamlining case lifecycle management.
- Administer Customer Contracts and Entitlements: Enables managers to maintain and manage service contracts, contract lines, and customer entitlements within CSM.
Key Outcomes
By leveraging these administrative features, ServiceNow customers can expect:
- Improved case handling efficiency through automated routing, assignment, and status tracking.
- Enhanced customer engagement with anonymous chat and proactive major issue communications.
- Secure and controlled knowledge base access tailored to customer and internal user needs.
- Greater operational control via domain separation and customizable extension points.
- Streamlined contract and entitlement management supporting service delivery compliance.
- Reliable system performance validated through quick start tests after changes.
Customer Service Management provides various administrative features and tools to configure and manage the application effectively. These include case routing, assignment workbenches, escalation management, domain separation, and knowledge base administration capabilities.
| Feature or application | Description |
|---|---|
| Anonymous chat | With anonymous chat, consumers can chat with a consumer service agent without logging in to the Consumer Service Portal. |
| Customer Service Management Workflow Studio actions | Use Flow Designer actions as building blocks to create Customer Service Management business processes. |
| Domain separation and Customer Service Management | Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. |
| Extension points in Customer Service Management | Use extension points to call custom scripts in the Customer Service Management application. |
| Knowledge product entitlements | The Knowledge Product Entitlements application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal. |
| Limit knowledge base access to internal users | Limit access to the information in a knowledge base to internal users. |
| Quick start tests for Customer Service Management | Use quick start tests to validate CSM functionality after making any configuration changes, such as applying an upgrade or developing an application. |
| Routing and assigning customer service cases | The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents. |
| Assignment workbench | Customer service managers can use the assignment workbench to view a list of agents,evaluate skills and availability, and assign tasks efficiently and intelligently. |
| Special handling notes | Use the Special Handling Notes application to create notes that bring important information about individual records to the user's attention. |
| Case and account escalation | Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues. |
| Case action status | Use the case action status feature to indicate the status of cases in the Case list. Agents can easily identify cases that need attention and quickly prioritize their work. |
| Major issue management overview | Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process. |
| Automatically close customer service cases | Automatically close cases in the Resolved state if customers do not take any action. |
| Administer Customer Contracts and Entitlements | Customer service managers can perform tasks to maintain service contracts, contract lines, and entitlements. |