Content pack for Customer Service Management
Summarize
Summary of Content pack for Customer Service Management
The Process Mining content pack for Customer Service Management (CSM) in the Zurich release enables ServiceNow customers to analyze processes impacting key performance indicators (KPIs) related to customer service cases. It helps identify bottlenecks and SLA breaches, allowing organizations to optimize case workflows and improve customer experience.
Show less
Access and Roles
Users with specific role combinations can utilize the Analyst Workbench to visualize and analyze process workflow data for customer service cases. The roles required include Process Mining roles paired with Customer Service Management roles, such as:
- snprocessoptimizationadmin with sncustomerservicemanager
- snprocessoptimizationpoweruser with sncustomerservicemanager
- snprocessoptimizationanalyst with sncustomerserviceagent
Key Features
- Optimization Project for Customer Service Cases: A pre-built project filters cases from the last two quarters and includes default activity and breakdown definitions. Activity definitions help track case state transitions and linked processes like Problem (PRB) records, while breakdown definitions allow filtering by channels, products, assignment groups, and locations, enabling tailored analysis.
- SLA Breach Analysis Project: A predefined project specifically designed to identify and analyze instances where service level agreements have been violated, helping organizations address and reduce SLA breaches.
- Integration with Continual Improvement Management (CIM): When CIM is enabled, Process Mining projects automatically link with improvement initiatives, facilitating progress tracking and continuous improvement for customer service cases.
- Integration with Performance Analytics: Enables launching the Process Mining application directly from Performance Analytics indicators based on customer service case data, supporting deeper insights and performance monitoring.
Practical Benefits
By leveraging this content pack, ServiceNow customers can:
- Visualize and analyze customer service case workflows to detect inefficiencies and bottlenecks.
- Understand case transitions and related problem records to improve resolution processes.
- Filter and segment case data by multiple dimensions for targeted process analysis.
- Identify SLA violations promptly to enhance service reliability and customer satisfaction.
- Track and manage continuous improvement initiatives linked to customer service cases.
- Utilize integrated analytics tools for comprehensive monitoring and decision-making.
Using the Process Mining content pack for Customer Service Management enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.
For more information about enabling the Process Mining Content Pack for CSM, see Activate Process Mining content packs.
End user and roles
If you have the required roles, you can use Analyst workbench to access the visualized process workflow data, and tools for analyzing the data related to customer service cases. For more information, see Analyst workbench page.
The following combinations of roles are required for using the Process Mining application with Customer Service Management.
| Process Mining role | Customer Service Management role |
|---|---|
| sn_process_optimization_admin | sn_customerservice_manager |
| sn_process_optimization_power_user | sn_customerservice_manager |
| sn_process_optimization_analyst | sn_customer_service_agent |
Optimization project for customer service cases
The Process Mining Content Pack for CSM (sn_csm_po) adds a pre-built project that includes a predefined Customer Service Cases project definition for customer service cases. By default, the Customer Service Cases project filters customer service cases for the last two quarters. You can also configure a new process project based on the pre-built project. For more information, see Create a project or template using Project Builder.
- Use activity definitions to understand state transitions such as cases transitioning from the work in progress state to the solution proposed state and analyze the linked processes such as Problem (PRB) records.
- Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the customer service case data by different channels, products, assignment groups, and locations.
SLA breach analysis project for customer service cases
The Process Mining Content Pack for CSM (sn_csm_po) adds a pre-built project that includes a predefined SLA Breach Analysis project definition for customer service cases. For more information, see SLA Breach Analysis project.
Continual Improvement Management initiative for customer service cases
If the Continual Improvement Management (CIM) application is enabled, you can also use the CIM project from Analyst workbench to track the progress of improvement initiatives for customer service cases. The improvement initiative and Process Mining projects are automatically linked. For more information, see Integration with Continual Improvement Management.
Performance Analytics for customer service cases
If the Performance Analytics application is enabled, you can also use the available template configurations to open the Process Mining application from a Performance Analytics (PA) indicator based on the customer service case data. For more information, see Integration with Performance Analytics.