Integration with Customer Service Management
Summarize
Summary of Integration with Customer Service Management
This integration connects ServiceNow's Customer Service Management (CSM) and Field Service Management (FSM) applications, enabling seamless visibility and management of case-related work orders. It allows users and customers to view and interact with work orders linked to customer service cases across different portals and applications.
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Key Features
- Cross-Application Visibility: Users can see account and contact details on work orders and tasks within FSM, while customers and consumers can access case-related work orders via Customer and Consumer Service Portals.
- Work Order Creation from Cases: Agents creating work orders from CSM cases will have case information such as account and contact automatically included on the work order and task forms.
- Portal Enhancements: The Work Orders link added to Customer and Consumer Service Portals provides users with a list of related work orders, showing key details like number, priority, state, and description. Access depends on the user’s customer role.
- Field Synchronization in FSM: The Work Order form in FSM includes additional fields (Account, Consumer, Contact, Asset, Partner, Partner Contact) that reflect case-related data. Changes to Account or Contact fields update corresponding Company and Caller fields.
- Field Mapping Configuration: Administrators can define which case fields map to fields on the work order table, enabling automatic copying of values when work orders are created from cases.
Product Use Rights
- Users with the customer service agent or manager roles in CSM can create and view all work orders and appointments related to their cases.
- External users with the appropriate external role can create and view case-related work orders and appointments linked to their account or related accounts.
Requirements
- The integration requires the Customer Service with Field Service Management plugin (com.snc.csmfsmintegration).
- Both Field Service Management and Customer Service Management applications must be installed and active.
- The Customer Service Portal must be configured for end-user access.
Known Limitations
There is no automatic synchronization of data from the Case form back to the Work Order form. Updates made on the Case form after a work order is created will not reflect on the associated work order.
Practical Benefits for ServiceNow Customers
- Improves coordination between customer service agents and field technicians by linking cases and work orders.
- Enhances customer experience by providing transparency into work order status and details via self-service portals.
- Reduces manual data entry and errors through field mapping and automatic information transfer when creating work orders.
- Supports role-based access control to ensure appropriate visibility of work orders depending on user type.
Provides an integration between the Customer Service Management and Field Service Management applications.
Users can view account and contact information on work orders and work order tasks in the Field Service Management application. Customers and consumers can view case-related work orders from the Customer Service and Consumer Service Portals.
When an agent creates a work order from a customer service case, the work order and task forms include case-related information such as the account and contact.
When a customer or a consumer views a case from either the Customer or Consumer Service Portals, they can view the details of any work orders and tasks related to the case.
Product use rights included with this application
If you have purchased a subscription for the Customer Service Management application and have the customer service agent [sn_customerservice_agent] or the customer service agent manager [sn_customerservice_manager] role, you can create and view all work orders and appointments related to your case. If you are an external user with the snc_external role, you can create and view all case-related work orders and appointments related either to your account or a related account.
Customer Service with Field Service Management plugin
- Field Service Management
- Customer Service Management
- Customer Service Portal
Changes to the Field Service Management application
- Account
- Consumer
- Contact
- Asset
- Partner
- Partner Contact
Updating the Account field on the Work Order form also updates the Company field.
Updating the Contact field on the Work Order form updates the Caller field.
Changes to the Customer Service Management application
In the Customer Service Management application, this integration adds the Work Orders link to the Customer Service Portal and Consumer Service Portal headers. Click this link to view a list of work orders, including the work order number, priority, state, and short description. The work orders displayed in this list on the Customer Service Portal depend on the customer role: customer, customer admin, partner, or partner admin.
Click a work order in this list to display the work order details.
Known limitations
There is no synchronization between the Work Order form and the associated Case form. If information changes on the Case form, it does not get updated on the Work Order form.