Product Support for Technology application

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Product Support for Technology application

    The Product Support for Technology application facilitates technology companies in providing effective support for digital products and services. It is essential for admins to have the appropriate roles and plugins installed for optimal functionality.

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    Key Features

    • Case Type: Specifically designed for technology product support, incorporating necessary tables, roles, SLAs, and processes.
    • Record Page: Offers a simplified view that aids agents in researching and resolving cases efficiently.
    • Playbook: Provides step-by-step guidance throughout the case resolution process, ensuring agents have the contextual information needed at each stage.
    • Record Producer: Allows customers to create cases directly from the Customer Service Portal.

    Key Outcomes

    By utilizing the Product Support for Technology application, customers can expect improved resolution times for technology issues, enhanced communication between agents and customers, and a streamlined support experience through organized workflows and dedicated resources. For further assistance with implementation, training, and community support, users can access additional resources available in the ServiceNow ecosystem.

    The Product Support for Technology application enables technology companies to provide support for digital products and services.

    • Role required: admin
    • Plugins required: The following plugins must have been installed:
      • Customer Service Case Types (com.snc.csm_case_types)
      • Customer Service Install Base Management (com.snc.install_base)
      • Customer Service Case Action Status(com.snc.csm_action_status)
      • playbook for Customer Service Problem Management (com.sn_csm_playbook)
      • Customer Service Problem Management agent workspace (com.snc.uib.csm_agent_workspace)
      • Customer Service with Service Management(com.sn_cs_sm)
      • Customer Service with Request Management(com.sn_cs_sm_request)
      • Customer Service Case Digest (com.sn_csm_case_digest)
      • Product Catalog Management Core (com.sn_prd_pm)
      • Service Test Management (com.sn_st_mgmt)
    The Product Support for Technology application includes the following features:
    • A case type dedicated to technology product support case needs.
    • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
    • A portal experience that agents and customers can use to report issues and communicate with each other.
    Table 1. Product Support for Technology application features
    Feature Description
    Case type The Product Support for Technology type includes the tables, roles, SLAs, and other processes and data needed to resolve technology issues.
    Record page The Product Support for Technology record page provides a simplified case view that enables agents to research and resolve technology cases.
    Playbook The Product Support for Technology process page includes a playbook that provides step-by-step guidance for resolving technology cases. This playbook guides agents through the case flow and provides the contextual information to complete each stage and the associated activities.
    Playbook stages and activities The Product Support for Technology playbook includes stages and activities that assist agents in researching and resolving technology cases.
    Record producer The Product Support for Technology application includes a record producer that customers can use to create cases from the Customer Service Portal.

    Application information

    The Product Support for Technology application (sn_tech_product_support) is available from the ServiceNow Store.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

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