Case management for CSM release notes
Summarize
Summary of Case Management for CSM Release Notes
The Washington DC release of the ServiceNow® Customer Service Management (CSM) application introduces enhancements aimed at improving collaboration among customer service organizations. These updates focus on streamlining customer interactions, enhancing agent efficiency, and optimizing service delivery.
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Key Features
- Routing Rules: Automatically assign work to the best available agent based on skills and capacity.
- Guided Processes: Improve customer experience with guided processes on service portals.
- Service Definition Categories: Agents can categorize services for easier selection during case creation.
- Customer Activity View: Enhanced component allows agents to view streamlined activity summaries.
- Technology Product Support: New case type and record page for technology product support needs.
- Quick Start Tests: Verify Customer Service Management functionality post-upgrades.
- Modeless Dialogs: Compose comments and emails without losing case context.
Key Outcomes
With these enhancements, ServiceNow customers can expect:
- Increased efficiency in case management and resolution.
- A more intuitive user experience for both agents and customers.
- Improved ability to handle technological support cases effectively.
- A centralized view of service offerings, simplifying the work for agents.
- Enhanced collaboration through integrated tools across various ServiceNow applications.
These improvements collectively help organizations provide faster and more accurate responses to customer needs, ultimately leading to a better overall customer experience.
The ServiceNow® Customer Service Management application enables customer service organizations and service operations to collaborate on customer problems proactively to resolve issues. The Customer Service Management application was enhanced and updated in the Washington DC release.
Customer Service Management highlights for the Washington DC release
- Streamline customer interactions by creating routing rules for all customer engagement channels, including voice, and automatically assigning work to the best available agent with the right skills, expertise, and capacity.
- Improve the customer experience with guided processes on the Customer and Consumer Service Portals that lead customers through the case lifecycle, from creation to completion.
- Optimize customer service delivery with a comprehensive view of business locations. Provide agents with the location context they need to create cases and resolve issues quickly and accurately.
- Support internal and external personas for the same user and eliminate the need to create and manage multiple user accounts for a single individual.
- Increase agent efficiency with an improved and flexible activity stream layout that optimizes screen real estate through collapsible panels and minimized scrolling.
See Exploring Customer Service Management for more information.
New in the Washington DC release
- Service definition categories
- Streamline how agents select services by creating categories for the provided services. From the case service selector and case task service selector, agents can select a category and then view and select from the available services within that category to create a case or case task.
- Customer activity view
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- Display the streamlined and responsive Customer Activity component in the CSM Configurable Workspace. Enhancements include an updated date picker, customer activity time group headers and card layout, and new activity icons.
- Display the Generative AI-driven summaries for historical interactions instead of full transcripts.
- Technology Product Support Case application
- Enable technology companies to provide support for digital products and services. Features for this application include a case type, record page, playbook, and record producer.
- Technology Product Support case type
- Provides a case type dedicated to technology product support needs. The Technology Product Support case type includes the tables, roles, SLAs, and other processes needed to resolve technology issues.
- Technology product support record page
- Provides a simplified case view in CSM Configurable Workspace that enables agents to research and resolve technology cases.
- Modeless dialogs for Activity Compose and Email Compose
- Create comments, work notes, and email messages for cases using modeless dialogs in CSM Configurable Workspace. These moveable windows enable agents to see case context while drafting text.
- Technology Product Support Case playbook
- Provides agents with step-by-step guidance for resolving technology cases.
- Quick start tests for Customer Service Management
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After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.
Changed in this release
- Dynamic Related Records for Configurable Workspace
- Starting with the Washington DC release, the Dynamic Related Records for the Configurable Workspace plugin (com.snc.uib.sn_dyn_rel_rec) has moved to the ServiceNow Store Any new enhancements to the dynamic related records feature will be delivered via this store app.
- Case service selector enhancements
- Use a keyword search and category filters in the Product Service select version of the case service selector to search for available services. View the available services in a card view and easily browse multiple pages of services.
- Customer Contracts and Entitlements application
- Activating the Customer Contracts and Entitlements plugin adds the Contracts and Entitlements module to the application navigator in CSM Configurable Workspace and removes the New UI action from the Contracts related list on the Account and Consumer forms.
- Roles included with the Customer Service manager role
- The customer service manager role (sn_customerservice_manager) includes the approver_user role. This role replaces the approval_admin role. Users with the customer service manager role can approve the approval requests that are assigned to them.
Deprecations
Starting with the Washington DC release, the Product Model and Catalog Items Relationship plugin is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base. For more information, see Product Model and Catalog Items Relationship plugin deprecation.
CSM Agent Workspace is now deprecated and no longer supported or available for new activation. CSM Configurable Workspace provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
Activation information
Customer Service Management is a ServiceNow AI Platform feature that is available with activation of the Customer Service Management plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
Additional Customer Service Management features are available with the activation of other plugins. For details, see Additional plugins for Customer Service Management.
Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.