Jumpstart Your CSM Configurable Workspace
Summarize
Summary of Jumpstart Your CSM Configurable Workspace
The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator is designed to help ServiceNow customers, particularly those with Impact packages, quickly understand and adopt the CSM Configurable Workspace. It provides a comprehensive overview, applied demonstrations, and guidance on setup and configuration, highlighting the workspace's value and features.
Show less
Key Features
- Session Preparation: Includes provisioning a temporary instance and activating necessary plugins to enable hands-on learning.
- Customer Coaching Sessions:
- Session #1 (up to 90 minutes): Covers CSM Configurable Workspace history, design rationale, features, adoption benefits, guided setup, agent experience walkthrough, configuration tips for admins, and key resources.
- Session #2 (optional, up to 60 minutes): Provides an opportunity for Q&A and further resource requests tailored to customer needs.
- Access: Customers receive 30 days of access to the temporary instance for practical experience.
- Customer Resource Roles: Defines responsibilities for platform owners, system administrators, process owners, contact center/service desk managers, customer service agents, developers, and trusted service partners to ensure successful adoption and governance.
- Leading Practices and Key Resources: The accelerator provides guidance on best practices to enhance product adoption and ongoing usage.
Practical Considerations
This accelerator is available exclusively to customers with Impact Guided, Advanced, or Total packages. It may have limitations in certain environments, such as restricted, self-hosted, or domain-separated instances managed by service providers. ServiceNow resources facilitate coaching and demonstrations but do not perform implementation on customer production or sub-production instances.
Customers should prepare appropriate internal roles to engage effectively in the sessions and maximize the value of the accelerator.
The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace.
Accelerator overview
Jumpstart Your (CSM) Configurable Workspace helps Impact customers gain a deeper understanding of how to get started with CSM Configurable Workspace by providing a comprehensive overview and applied demonstration. This Accelerator guides you through the setup process and clearly illustrates the value of the workspace. Additionally, key resources and leading practices are offered to enhance product adoption and usage.
For additional information on the feature, see CSM Configurable Workspace.
Offered pursuant to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html
What you get
- Session preparation
-
- Provision a temporary instance
- Activate related plugins
- Customer coaching session #1 (up to 90 minutes)
- Includes the following:
- Overview of CSM Configurable Workspace:
- History
- Design reasoning
- Features
- Adoption benefits
- Applied demonstration of CSM Configurable Workspace:
- Installation and updates
- How to use guided setup
- Walk through of agent experience
- Highlight of key features
- Configuration guidance for admins
- Key resources and guides on leading practices
- 30 days access to the temporary instance is provided
- Overview of CSM Configurable Workspace:
- Customer coaching session #2 (optional upon customer request, up to 60 minutes)
- Opportunity for Q&A related to the CSM Configurable Workspace
Requested customer resources
One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.
| Customer resource | Responsibilities | Required | Optional |
|---|---|---|---|
| Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | |
| System Administrators | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks R and features. | ✓ | |
| Process owners | A senior leader within each business unit for each major process or service (e.g., customer service, incident) who is accountable for ensuring the process is fit for purpose. | ✓ | |
| Contact center / Service Desk managers | Subject matter expert responsible for managing Contact Center or Service Desk, agent productivity and customer experience. | ✓ | |
| Other customer roles | Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions. | ✓ | |
| Developers | Makes changes within the ServiceNow platform to meet process requirements | ✓ | |
| Trusted Service Partners | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. | ✓ |
Requested information / access
Refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.htmlExclusions
This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.
ServiceNow resources are not responsible for implementing recommendations on customer’s sub-production or production instances.