Administer Customer Service Management
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Summary of Administer Customer Service Management
This guide outlines essential features and tools for administering the Customer Service Management (CSM) application in ServiceNow. It equips administrators and customer service managers with capabilities to manage customer interactions, case routing, knowledge access, escalations, and contract entitlements efficiently.
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Key Features
- Anonymous chat: Enables consumers to chat with service agents without logging into the Customer Service Portal, facilitating quick and easy support access.
- Customer Service Management Workflow Studio actions: Utilize Flow Designer actions to design and automate CSM business processes.
- Domain separation: Allows segregation of data, processes, and administration into logical domains, controlling user access and visibility.
- Extension points: Enable custom scripting integrations within the CSM application for tailored functionality.
- Knowledge product entitlements: Manage and restrict customer access to specific knowledge bases and articles through the Customer Service Portal.
- Limit knowledge base access: Restrict knowledge base visibility exclusively to internal users for sensitive information.
- Quick start tests: Validate CSM functionality after upgrades or configuration changes to ensure system integrity.
- Routing and assigning cases: Use matching and assignment rules to direct customer service cases to the appropriate agents automatically.
- Assignment workbench: Provides managers with a centralized view of agents’ skills and availability to optimize task assignments.
- Special handling notes: Create notes highlighting important information on individual records to assist agents during case handling.
- Case and account escalation: Raise awareness of critical cases or accounts to ensure timely attention and resolution.
- Case action status: Track and display case statuses to help agents prioritize work effectively.
- Major issue management: Manage wide-impact customer issues proactively by identifying affected customers, communicating updates, and overseeing resolution.
- Automatically close cases: Automatically close cases in the Resolved state when customers do not respond, maintaining case hygiene.
- Administer customer contracts and entitlements: Manage service contracts, contract lines, and entitlements to ensure proper service delivery and customer management.
Key Outcomes
By using these administration features, ServiceNow customers can streamline customer service operations, ensure proper case routing and prioritization, safeguard knowledge access, and manage customer contracts effectively. This leads to improved agent productivity, enhanced customer experience, and efficient issue resolution.
Use a number of features and tools to administer the Customer Service Management application.
| 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 overview | 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. |
| Case action status overview | 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. |