Administer Customer Service Management
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Summary of Administer Customer Service Management
This topic outlines the key features and tools available for administering the Customer Service Management (CSM) application in ServiceNow. It covers how administrators can manage workflows, access controls, case routing, and customer interactions to ensure efficient and effective service delivery.
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Key Features
- Anonymous Chat: Allows customers to chat with service agents without logging into the Customer Service Portal, facilitating quick and easy communication.
- CSM Workflow Studio Actions: Enables building customer service business processes using Flow Designer actions for streamlined automation.
- Domain Separation: Provides logical separation of data, processes, and administrative tasks into domains, controlling user access and data visibility.
- Extension Points: Supports customization by allowing the invocation of custom scripts within the CSM application.
- Knowledge Product Entitlements: Lets administrators specify which knowledge bases and articles customers can access through the portal, with options to restrict some content to internal users only.
- Quick Start Tests: Facilitates validation of CSM functionality after configuration changes, upgrades, or application development to ensure system integrity.
- Routing and Assignment: Uses matching and assignment rules to intelligently route and assign cases to appropriate agents.
- Assignment Workbench: Provides managers with a tool to review agent skills and availability for efficient task assignment.
- Special Handling Notes: Enables creation of notes that highlight critical information about specific records to users.
- Case and Account Escalation: Raises awareness of urgent customer issues by escalating specific cases or accounts.
- Case Action Status: Allows agents to see and prioritize case statuses directly from case lists for improved workflow management.
- Major Issue Management: Supports communication and management of widespread customer-impacting issues by proactively identifying affected customers and managing resolution.
- Automatic Case Closure: Automatically closes cases in the Resolved state if customers do not respond, helping maintain case hygiene.
- Customer Contracts and Entitlements Administration: Empowers customer service managers to maintain service contracts, contract lines, and entitlements effectively.
Key Outcomes
By leveraging these administration features, ServiceNow customers can efficiently manage customer service operations, ensuring timely case routing, clear communication, secure access control, and proactive issue resolution. These capabilities enable enhanced customer satisfaction and streamlined internal processes, supporting a robust and responsive Customer Service Management environment.
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 | 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. |
| Administering case action status | 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. |