Data management for CSM release notes
Summarize
Summary of Data management for CSM release notes
The ServiceNow® Data Management for Customer Service Management (CSM) application in the Yokohama release enhances how you organize and manage data for internal users and external customers. It introduces new capabilities to track customer life cycle workflows, pricing and subscription metrics, project management integration, and improved handling of business locations.
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Key Features
- Customer Life Cycle Tracking: Use the Sales and Order Management Request Tracker table to monitor status and details related to customer life cycle workflows such as Modify, Suspend, Resume, and Disconnect orders on sold products and inventory records.
- Configurable Relationship Records: Name and order customer relationship records using the Type and Order fields, allowing logical organization of account team members, contacts, consumers, and household relationships based on industry use cases.
- Declarative Responsibility Framework Enhancements: Simplify administration with new granular roles and support for additional entities to manage customer data access more effectively.
- Subscription Metrics: Track pricing and revenue metrics for products and services directly within the CSM Configurable Workspace to aid agents in analysis and decision-making.
- Project Management Integration: Integrate Strategic Portfolio Management (SPM) with business locations, enabling better management of projects related to opening, closing, or modernizing locations.
- Business Location Management: New fields for business locations (opening/closing dates, status, description), plus support for staff movements between locations and third-party operated business location assignments.
- Work Order Fulfillment: Utilize Field Service Management (FSM) work orders at business locations to streamline task assignments and completion by location members.
- Self-Service Customer Life Cycle Management: Allow primary contacts to perform Modify, Suspend, Resume, and Disconnect actions on sold products via the Business portal.
- Billing Account Store Application: Provides a foundational data model to manage billing accounts, relationships, payments, and financial operations across organizations and users.
- User Interface Updates: Enhancements include displaying Specification Class on product inventory related lists and enabling direct product inventory lifecycle operations from account pages.
- Improved Access Controls: Grant write access for updating account and contact relationship records, and migrate responsibility configurations to support more granular access roles.
- Notifications and Case Resolution: Business location staff receive notifications for case tasks and can resolve issues across company-owned and third-party business locations.
Activation and Compatibility
- CSM features require activation of the Customer Service Management plugin, with additional functionality available via other plugins.
- Starting with Yokohama, key plugins like Business Location and Install Base Management are available through the ServiceNow Store for easier maintenance.
- Mobile devices and Internet Explorer are no longer supported browsers for CSM data management starting this release.
Related ServiceNow Applications
- Communities: Enable customers to engage and collaborate via portals, with agents able to create and resolve cases from community discussions.
- Field Service Management (FSM): Integrated to allow technicians to access customer info on work orders and enable agents to create work orders from cases.
- Workforce Optimization for Customer Service: Manage routing, scheduling, and performance of customer service teams from a single application.
- CSM Workspaces: Provide agents with consolidated tools to efficiently respond to customers and resolve cases.
- Sales Customer Relationship Management: Supports management of the entire sales lifecycle from opportunities to post-sales engagement.
This release equips ServiceNow customers with enhanced tools to better manage customer data, streamline operational workflows across business locations, and improve service delivery through integrated project and work order management, all while providing flexible access controls and self-service capabilities.
The ServiceNow® Data management for Customer Service Management application enables you to organize and manage the data for both your internal users and external customers. Data management for Customer Service Management was enhanced and updated in the Yokohama release.
Data management highlights for the Yokohama release
- Track the status and other information that is related to the Customer Life Cycle workflows by using the Sales and Order Management Request Tracker (sn_tmt_core_inbound_queue) table.
- Track pricing and subscription information for products and services on the CSM Configurable Workspace by using the revenue metrics on the sold product form.
- Integrate Strategic Portfolio Management (SPM) project management with business locations to create and manage projects across your organization.
See Data management for Customer Service Management for more information.
New in the Yokohama release
- Naming customer relationship records
- Use the Type field through related party configurations to name records in the account team member, contact relationship, consumer relationship, and household member relationship tables. With this functionality, you can identify the relationship that is based on the industry use case.
- Ordering customer relationship records
- Organize records in tables such as account team members, consumer relationships, and more by using the Order field. You can set the order manually or auto-populate it based on the selected Type through related party configurations. This way, you can arrange records logically based on your use case.
- Enhancements to the declarative responsibility framework
- Enhance the declarative responsibility framework to simplify administration and access management by enabling administrators to do the following tasks:
- Add new granular roles for accessing customer data that is based on responsibility definitions.
- Include additional entities in the framework.
- Subscription metrics for sold products
- Enable agents to track and analyze the pricing information for products and services by using the pricing and subscription revenue metrics on the sold product form on the CSM Configurable Workspace.
- Project Management for business locations
- Integrate SPM project management with business locations to support operations such as opening, closing, or modernizing locations. With the project management integration, your teams can track the timelines, collaborate, and execute the business location-facing tasks more effectively.
- Work orders for business locations
- Fulfill Field Service Management (FSM) work orders at business locations. This way, you can enable location members to view and complete the assigned tasks. By using the existing business location data, you can streamline work order assignments.
- Enhanced data fields for business locations
- Track additional information about business locations by using new fields for opening and closing dates, status, and description.
- Staff movement between internal business locations
- Enable managers to transfer the staff between internal business locations. You can streamline updates for organizations that have frequent staff movements.
- Company-owned, third-party operated business locations
- Assign external staff to internal business locations to support various operating models, including company-owned, third-party operated locations.
- Customer Life Cycle workflows for Sold Products and Product Inventory records
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Use the Customer Life Cycle workflows to do the following tasks:
- Create a Modify, Suspend, Resume, and Disconnect order for single or multiple root product inventory records that are associated with a service specification.
- Select multiple root product inventories to perform the modify action to create both orders and quotes.
- Track the status of the Modify, Suspend, Resume, and Disconnect flows on sold products and product inventory record by using the Sales and Order Management Request Tracker (sn_tmt_core_inbound_queue) table.
- Inbound Request Configuration table
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Use the Inbound Request Configuration [sn_tmt_core_inbound_queue_config] table to enable configurations that determine how a flow is executed, whether synchronous or asynchronous.
Use the Trigger Notifications field on the Inbound Request Configuration [sn_tmt_core_inbound_queue_config] table to enable configuration of notification types, whether default, custom,or no notifications.
- Activate Customer Life Cycle Management Self-Service
- Enable customers who are primary contacts associated to a sold product to perform the Modify, Suspend, Resume, and Disconnect actions on the Business portal.
- Billing account store application
- Use the new CSM Billing Account Core store app that provides a foundational data model for managing billing accounts across organizations and users. It enables businesses to define, organize, and maintain billing relationships, supporting accurate billing, payments, and scalable financial operations.
UI changes
- Specification Class on Product Inventory related list
- The Specification class field on the Product Inventory related list provides information on whether the selected product inventory record has a product specification or service specification that is associated with it.
Changed in this release
- Product Inventories configurations for Customer Life Cycle Management workflows
- Perform the Modify, Suspend, Resume, and Disconnect operations on product inventory records directly from the Product Inventory related list on the Accounts page.
- Grant write access to account relationships
- Enable administrators and customer service managers to update account relationship records.
- Enable write access to contact relationships
- Enable administrators and customer service managers to update the contact relationship records.
- Populate the Type field in relationship tables using the fix script
- Migrate the account manager responsibilities from the account team member relationships to the new responsibility access configurations. The updated framework enables you to manage access settings more efficiently.
- Update roles within relationship agent and relationship contributor
- Modify the roles of the relationship agent and relationship contributor to include the new granular roles that can grant access by responsibilities.
- Notification for case tasks at business locations
- View the notifications for the case tasks that are associated with the business locations on the Business Location Service Portal (BLSP). This way, your location members can stay informed about their pending tasks.
- Case resolution by location staff at other business locations
- Enable your location staff, whether at company-owned or third-party-owned organizations (internal and external business locations), to handle and resolve issues from other eligible business locations.
- Inbound Request Configuration table
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The Inbound Queue [sn_tmt_core_inbound_queue] table is renamed to Inbound Request table.
Use the Request Configuration field on the Inbound Request [sn_tmt_core_inbound_queue] table to reference the Inbound Request Configuration [sn_tmt_core_inbound_queue_config] table while executing synchronous or asynchronous flows.
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.
Sales Customer Relationship Management is a ServiceNow AI Platform feature that is available with the activation of the Lead to Cash Core plugin (com.snd.l2c.core). For details, see Exploring Sales Customer Relationship Management.
- Install Base Management (com.snc.install_base)
- Install base characteristics (com.snc.install_base_characteristics)
- Customer Service with Service Portfolio management (com.snc.csm_spm)
Starting from the Yokohama release, the Business Location plugin (com.snc.business_location) is available on ServiceNow Store for quicker and better maintenance. For details, see Activate business locations.
Browser requirements
Starting with the Yokohama release, data management for Customer Service Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.