Customer Service Problem Management release notes
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
Use Alternative Dispute Resolution (ADR) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely resolutions.
See Customer Service Problem Management for more information.
New in the Australia release
- Alternative dispute resolution management
- Use the ADR 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.
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
-
The following plugin is new in Australia:
Alternative Dispute Resolution (sn_telco_adr_mgmt): The Alternative Dispute Resolution 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 ADR and resolve it.
Additional requirements
You must install Case Playbook for Complaints (sn_complaint) plugin to use the ADR case type.