Configuring customer access management
Summarize
Summary of Configuring customer access management
Customer access management in ServiceNow's Customer Service Management (CSM) application allows enterprises to support multiple contacts and consumers on cases and sold products, providing them with varying levels of access. This capability addresses complex real-world scenarios where multiple customer contacts manage a case collaboratively, such as co-borrowers on a loan application or different departments tracking product-related cases. It enables customer service agents to add multiple related parties to a case with defined relationship types that determine their access levels and responsibilities.
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Key benefits
- Enhanced customer experience: Related parties can track and collaborate on cases effectively.
- Improved operational efficiency: Customers and internal teams can monitor cases for products and services.
- Increased automation: Access to cases is automatically granted based on the user's access to sold products.
Configuration tasks
To properly set up customer access management, several configuration tasks should be completed within the CSM application:
- Customer access management tables and plugins: Add or modify tables required to enable customer access management functionality.
- Install roles with customer access management: Utilize predefined functional and granular roles to define user-to-entity relationships.
- Create a responsibility definition: Define roles or responsibilities aligned with organizational needs to manage access in CSM.
- Configure access through responsibility access configuration: Use the declarative responsibility framework to streamline creation and updates of responsibility definitions and access rules.
- Create related party configurations: Link related party entities and their responsibilities to cases by adding related party configurations.
Ensure that the customer access management is set up correctly for the user by completing all configuration tasks using the Customer Service Management (CSM) application.
Overview of customer access management
Customer access management enables you to support multiple contacts and consumers on cases and sold products, providing them with varying levels of access to the case. You can also add additional internal users to a case.
As the needs of industry verticals grow, enterprises encounter complex use cases. There are use case scenarios where case management can be handled by more than one customer contact. For example, in a B2C scenario, let's assume that a loan applicant wants to add a co-borrower, guarantor, and an attorney to a housing loan application where everyone has the same level of access to respond to the loan application-related case. While in other cases, products purchased by a customer can have multiple departments tracking the product, like the finance team tracking the renewals of the product or the operations team tracking the maintenance of the product.
Customer access management enables enterprises across industry verticals such as hi-tech, telecommunications, financial services, government, and manufacturing to meet these complex use cases.
Customer access management helps customer service agents add multiple related parties and provides them with varying levels of access to a case. While adding related parties to a case, customer service agents can select the relationship type. The relationship type defaults the responsibility that drives the access level for the related parties, such as contacts or consumers on a case.
Key benefits
- Improves the customer experience by enabling related parties to track and collaborate on cases
- Improves operational efficiency by enabling customers to track cases for products and services
- Increases automation by automatically granting access to cases based on access to the sold product
Configuration tasks for customer access management
| Task | Description |
|---|---|
| Customer access management tables and plugins. | Add new tables or modify existing tables to enable customer access management. |
| Install roles with customer access management. | Use different predefined functional and granular roles to establish relationships between users and entities. |
| Create a responsibility definition | Define a role or responsibility that can support your organization and users in the Customer Service Management (CSM) application. |
| Configure access through the responsibility access configuration | Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. |
| Create related party configurations. | Link related party entity responsibilities to responsibility definitions by adding related party configurations to a case. |