Integration with Customer Service Management
Summarize
Summary of Integration with Customer Service Management
This integration connects the Customer Service Management (CSM) and Field Service Management (FSM) applications, enabling seamless visibility and coordination between customer service cases and field service work orders. It allows users to view account and contact information directly on work orders and tasks within FSM, and customers or consumers to access case-related work orders via Customer and Consumer Service Portals.
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Key Features
- Work Order and Case Linkage: When an agent creates a work order from a customer service case, case-related details such as account and contact information automatically appear on the work order and task forms.
- Portal Accessibility: Customers and consumers can view work orders and tasks related to their cases through the Customer Service and Consumer Service Portals via a dedicated Work Orders link.
- Role-Based Access: Users with the customer service agent or manager roles can create and view all case-related work orders and appointments. External users with the sncexternal role can create and view work orders tied to their accounts.
- Field Enhancements in FSM: The Work Order form includes additional fields such as Account, Consumer, Contact, Asset, Partner, and Partner Contact, which reflect case-related information. Updating Account or Contact fields on the Work Order form also updates related fields (Company and Caller).
- Field Service Management and Customer Service Management Plugin: The integration requires the Customer Service with Field Service Management plugin and depends on having both FSM and CSM applications along with the Customer Service Portal.
- Field Mapping Configuration: Administrators can define field mappings between case fields and work order fields to ensure selected values copy automatically when creating work orders from cases.
Known Limitations
There is no automatic synchronization from changes made on the Case form back to the associated Work Order form, meaning updates on a case do not reflect on existing work orders.
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.