Administer Customer Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Administer Customer Service Management

    This guide outlines the key features and tools available for administering the Customer Service Management (CSM) application in the Yokohama release. It helps ServiceNow customers efficiently manage customer interactions, case routing, knowledge access, and escalation processes to improve service delivery and customer satisfaction.

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    Key Features

    • Anonymous Chat: Enables consumers to chat with service agents without logging into the Customer Service Portal, facilitating easier access to support.
    • Customer Service Management Workflow Studio Actions: Use Flow Designer actions to build and customize CSM business processes, enhancing automation and workflow management.
    • Domain Separation: Allows logical grouping of data, processes, and administrative tasks into domains, controlling user access and data visibility for enhanced security.
    • Extension Points: Supports calling custom scripts within CSM to tailor functionality to specific business needs.
    • Knowledge Product Entitlements: Administrators can control customer access to specific knowledge bases and articles via the Customer Service Portal, ensuring relevant information is available.
    • Limit Knowledge Base Access: Restricts knowledge base information to internal users when needed, protecting sensitive data.
    • Quick Start Tests: Validate CSM functionality quickly after configuration changes, upgrades, or application development to ensure system integrity.
    • Routing and Assigning Cases: Uses matching and assignment rules to route customer service cases effectively to the right agents based on conditions.
    • Assignment Workbench: Enables managers to view agents’ skills and availability and assign cases efficiently, optimizing resource allocation.
    • Special Handling Notes: Lets users create important notes on records to highlight critical information during case management.
    • Case and Account Escalation: Raises awareness of urgent customer issues by escalating specific cases or accounts to appropriate teams.
    • Case Action Status: Displays the status of cases to agents, helping prioritize work and identify cases needing attention.
    • Major Issue Management: Facilitates communication and resolution for issues affecting a broad customer base by identifying impacted customers and managing updates.
    • Automatic Case Closure: Automatically closes cases in the Resolved state if no customer action is taken, maintaining case lifecycle hygiene.
    • Administer Customer Contracts and Entitlements: Provides tools for managing service contracts, contract lines, and entitlements to ensure proper service delivery and compliance.

    Key Outcomes

    By leveraging these administrative features, ServiceNow customers can streamline case management, control access to knowledge resources, automate workflows, and improve communication during major incidents. This results in better service agent efficiency, enhanced customer experience, and robust governance over customer service processes and data.

    Use a number of features and tools to administer the Customer Service Management application.

    Table 1. Features and applications for administering Customer Service Management
    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.
    Administering 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.