Configuring Customer Service Management

Set up the features, components, and integrations that you must provide service and support to your customers.

Set up your environment Plan and configure your CSM environment, import foundational data, and set up access management.	Organize agent workspaces Configure intuitive workspaces with advanced routing and management features and case management capabilities.	Enable communication channels Set up customer communication channels, including voice, email, web, and messaging.
Implement intelligence Set up Intelligence features to automate routine tasks and provide recommended content to agents.	Set up self-service Create self-service portals for customers that are integrated with knowledge, communities, service catalogs, and chatbots.	Extend capabilities Add additional features to further extend the capabilities of your Customer Service Management environment.

Table 1. Configuring Customer Service Management overview

Implementation phase	Description	Example
Set up your environment	Begin your customer journey by setting up your Customer Service Management environment. This setup involves planning and configuring your system with essential components such as data models, customer data, product data, and user management tools. Additionally, import your foundation data, set up access controls, and configure case management tools to go live.	Sarah, an administrator at Company A, has successfully activated Customer Service Management along with all necessary plugins. The next step is to start importing the foundational data, such as accounts, contacts, users, and groups.
Organize agent workspaces	Configuring your agent workspaces is crucial for improving the efficiency and effectiveness of your customer service team. To get started, set up and optimize your agent workspaces by configuring interfaces, landing pages, and record pages. This process involves setting up case routing, implementing advanced case management features. It also includes integrating agent tools for smooth case handling and streamlined workflow management.	Sarah is prepared to organize the agent workspaces. Sarah uses guided setup to implement Configurable Workspace for Company A's customer service agents. It enables Sarah to configure branding, chat settings, and other necessary elements to enhance agent productivity.
Enable communication channels	To facilitate seamless customer interactions across various platforms, it’s essential to set up and configure multiple communication channels. This approach confirms that customers can reach your service through their preferred methods, enhancing their overall experience. Set up and configure a variety of communication channels to facilitate customer interactions. Such methods include voice, email, chat, web, messaging, phone, engagement messenger, and omnichannels.	With the agent workspaces organized, Sarah is prepared to set up communication channels, including chat, email, phone, and social media. Sarah has chosen to use Engagement Messenger to integrate customer support capabilities via chat on Company A's website.
Implement Intelligence	Implementing intelligence features in Customer Service Management helps you achieve a quicker and more personalized customer experience. Set up these features to automate routine tasks and deliver relevant content to you, helping you to focus on more complex case resolutions.	Sarah implements Recommended Actions to guide agents in assisting customers quickly and consistently. Agents can use AI search for fast access to relevant information to resolve customer issues.
Set Up Self-Service	Creating and enabling a self-service portal equips you to resolve issues independently and access information. Set up self-service portals by integrating features such as knowledge bases, communities, service catalogs, chatbots, walk-up experiences, and appointment booking.	Now it’s time to add support for B2C consumers with Customer Service Portals. Customers can book appointments, access knowledge base articles, or join user communities.
Extend Capabilities	To extend your Customer Service Management environment, integrate additional applications and features. This expansion broadens your system’s functionality, enhances process management, and improves support tasks. As a result, you experience more efficient interactions and better overall support.	Sherry, a director at Company A, asks Sarah for tools to analyze agent performance and customer interactions. Sarah begins configuring Performance Analytics for Company A’s ServiceNow instance.