Creating a guided onboarding case from CSM Configurable Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Creating a guided onboarding case from CSM Configurable Workspace

    Agents can create and manage onboarding cases for contacts or consumers who reach out via phone, email, or chat using the CSM Configurable Workspace. Customers accessing a playbook can track their progress through the onboarding steps, navigate back if needed, and enter required information efficiently through guided inputs.

    Show full answer Show less

    Creating a Case

    Agents initiate a case on behalf of the customer by:

    • Collecting basic customer information
    • Adding additional contacts related to the application
    • Uploading documents provided by the customer
    • Reviewing and editing all data for accuracy before submission

    Upon submission, the case status changes from Draft to New. The agent then decides whether to assign the case to themselves or another agent. When assigned, the status changes from New to Open. Customers can later view their cases via the portal under My Lists > My Draft Cases.

    Processing a Case

    In processing, agents:

    • Add members and upload necessary documents
    • Review and submit paperwork
    • Pre-approve the case by verifying approval status and customer details
    • Check document completeness and notify customers via email if documents are missing or invalid
    • Perform background checks, legal verifications, and credit history reviews
    • Propose a solution for customer acceptance

    If the customer accepts the solution, the agent closes the case. If rejected, the case reverts to the Open state, the customer is notified, and the agent must provide a new solution based on the customer's feedback.

    Practical Implications for ServiceNow Customers

    This guided onboarding process within the CSM Configurable Workspace streamlines case creation and management. It enhances agent efficiency by structuring data collection and case progression, while providing customers transparency and control over their onboarding journey. The integration of document checks, approvals, and background validations ensures compliance and thoroughness throughout the onboarding lifecycle.

    An agent can create a case for a contact or a consumer when the contact or consumer reaches out through a phone call, email, or chat from the CSM Configurable Workspace.

    Overview

    If you're a customer accessing a playbook, you can track your progress in the submission process and see the step you’re on and the number of remaining steps that you have to do. Additionally, you can navigate back to a previous step, if needed. To expedite the process, you’re presented with some options and inputs that enable you to enter the correct information.

    Creating a case

    Let's see how an agent creates a case from Playbooks for Portals. The agent does the following actions:
    1. Creates a case on behalf of the customer.
    2. Collects the basic information about the customer to start the case.
    3. Adds additional contacts to the application on behalf of the customer.
    4. Uploads the documents that the customer may have sent.
    5. Reviews and edits all the data for accuracy before submitting the application.
    Note:
    • The case status changes from Draft to New when it’s submitted. The agent must review and choose whether to assign the case to themselves. If the case is assigned to another agent, the new agent must review the context of the case before assigning or accepting the case. The case status changes from New to Open when the case is assigned to an agent.

    • If a case is created by an agent, a customer can later find and view the case from the portal for updates by navigating to My Lists > My Draft Cases.

    The following diagram shows how an agent creates a case.

    Figure 1. Agent creates a case
    Steps that an agent follows in creating a case. Refer to the workflow steps that preceded this diagram.

    Processing a case

    Let's see how an agent processes a case from Playbooks for Portals. The agent does the following actions:
    1. Initiates the processing for a case by adding members, uploading documents, reviewing and submitting paperwork, and reviewing the case.
    2. Pre-approves the case by checking the approval status, customer information, and customer record.
    3. Checks the document checklist against the uploaded documents and then sends an email to the customer if there's a missing or invalid document.
    4. Performs background checks, initiates legal verifications, and reviews the credit history.
    5. Proposes a solution. The customer can accept the solution and then the agent closes the case. If the customer isn’t satisfied with the proposed solution and rejects it, the case goes back to the Open state and the customer is notified of the status. The agent then needs to provide a new solution based on the customer input.

    The following diagram shows how an agent processes a case.

    Figure 2. Agent processes a case
    Steps that an agent follows in processing a case. Refer to the workflow steps that preceded this diagram.