Case management in ServiceNow Customer Service Management The challenge Cases are the fundamental work unit in customer service. They are how customers ask questions, submit requests, and report issues. They are how agents track those inquiries to resolution. How quickly they are closed impacts customer satisfaction. It may sound easy, but many companies struggle with efficiently managing them. Case forms don’t collect needed information in a straightforward manner. Customer relationships with other entities–companies and their locations and subsidiaries, companies and partners, consumers within a household, etc.–are not possible, preventing case access and visibility between these groups. Service level agreements go untracked and violations are common. When customer service is outsourced, siloed systems create obstacles to sharing case information and inhibit transparency into the third-party operations. Any of these problems alone create unnecessary barriers to delighting customers. The ServiceNow solution ServiceNow® Customer Service Management (CSM) makes case management a snap with the following: Case - case forms can be customized as needed to track only necessarily details and activities related to resolving the issue. UI elements like picklists and selectors make data collection easy for the agent and consistent for later analysis. All communications to and from the customer, including the communication channels being used, are also recorded. Use case types to support specific service use cases, and major issue management to handle cases impacting multiple customers. Account and service organization modeling - customer service often involves tracking complex relationships: account and consumer (or a household of consumers), consumer and contact, or partner and company. Some industries might track additional details such as branches and subsidiaries, and employees and third- parties eligible to provide service. Besides tracking how these entities are linked, modeling helps determine other actions and access, such as who can use self-service to open and track cases. Business location 360-degree view also enhances site- specific visibility for agents and managers to gather important context when managing issues. Service Level Agreements (SLAs) - One or more SLAs–internal-only or specified with customers–can be defined to support business requirements. SLAs can be setup to track when tasks reach a certain condition within a certain timeframe to ensure that cases are closed or resolved according to the expectations set for customers. Outsourced customer service - Companies using third-party customer service providers can work in the same system while maintaining data privacy standards and regulations. Easily onboard an outsourcer’s managers and agents. Route cases between internal and outsourced teams. Criteria defines the data accessible to outsourced agents. By managing internal and external agents on a single platform, the business has a singular view into all operations. Benefits Handle cases with ease Modify case forms to make it easy for agents to collect only needed information. Customer details–from individuals to complex organizations–are automatically associated. Keep resolutions moving forward SLAs track case-related tasks and actions. Timers ensure they continue to make forward progress and violations are avoided. Outsource service without losing control and visibility Deliver customer service side-by- side with third-parties from a single platform. With no data silos, customer service performance across internal and external teams is easily monitored. Account Models and Service Model Foundation manage customer relationships with other entities. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. 기타 company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-CSM-Case-Management-02012024 servicenow.com Outsourced Customer Service quickly onboards providers and routes work to them. 1 Learn more at: servicenow.com/products/customer-service-management.html