Configuring customer access management
Summarize
Summary of Configuring customer access management
Customer access management in ServiceNow's Customer Service Management (CSM) application enables enterprises to support multiple contacts and consumers on cases and sold products, granting them varying levels of access. It also allows adding internal users to cases. This functionality addresses complex use cases across various industries such as hi-tech, telecommunications, financial services, government, and manufacturing. For example, in B2C scenarios, multiple related parties like co-borrowers or attorneys can be given the same access level to collaborate on a case. Similarly, different departments can track a product with tailored access.
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Customer access management allows customer service agents to add related parties and assign relationship types that define the responsibility and access level for each participant on a case.
Key benefits
- Improves customer experience: Enables related parties to track and collaborate on cases, enhancing transparency and communication.
- Enhances operational efficiency: Allows customers to monitor cases related to products and services effectively.
- Increases automation: Automatically grants access to cases based on the customer's access to sold products.
Configuration tasks for customer access management
To set up and manage customer access management, several key configuration tasks must be completed within the CSM application:
- Customer access management tables and plugins: Add or modify tables required to support customer access management functionality.
- Install roles with customer access management: Use predefined functional and granular roles to define relationships between users and entities.
- Create a responsibility definition: Define roles or responsibilities to support your organizational needs within the CSM application.
- Configure access through responsibility access configuration: Use the declarative responsibility framework to streamline the creation and updating of responsibility definitions and access permissions.
- Create related party configurations: Link related party entity responsibilities to responsibility definitions by adding related party configurations on cases.
Ensure that the customer access management is set up correctly for the user by completing all configuration tasks using the Customer Service Management (CSM) application.
Overview of customer access management
Customer access management enables you to support multiple contacts and consumers on cases and sold products, providing them with varying levels of access to the case. You can also add additional internal users to a case.
As the needs of industry verticals grow, enterprises encounter complex use cases. There are use case scenarios where case management can be handled by more than one customer contact. For example, in a B2C scenario, let's assume that a loan applicant wants to add a co-borrower, guarantor, and an attorney to a housing loan application where everyone has the same level of access to respond to the loan application-related case. While in other cases, products purchased by a customer can have multiple departments tracking the product, like the finance team tracking the renewals of the product or the operations team tracking the maintenance of the product.
Customer access management enables enterprises across industry verticals such as hi-tech, telecommunications, financial services, government, and manufacturing to meet these complex use cases.
Customer access management helps customer service agents add multiple related parties and provides them with varying levels of access to a case. While adding related parties to a case, customer service agents can select the relationship type. The relationship type defaults the responsibility that drives the access level for the related parties, such as contacts or consumers on a case.
Key benefits
- Improves the customer experience by enabling related parties to track and collaborate on cases
- Improves operational efficiency by enabling customers to track cases for products and services
- Increases automation by automatically granting access to cases based on access to the sold product
Configuration tasks for customer access management
| Task | Description |
|---|---|
| Customer access management tables and plugins. | Add new tables or modify existing tables to enable customer access management. |
| Install roles with customer access management. | Use different predefined functional and granular roles to establish relationships between users and entities. |
| Create a responsibility definition | Define a role or responsibility that can support your organization and users in the Customer Service Management (CSM) application. |
| Configure access through the responsibility access configuration | Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. |
| Create related party configurations. | Link related party entity responsibilities to responsibility definitions by adding related party configurations to a case. |