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ServiceNow CIS - CSM
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ServiceNow CIS - CSM
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ServiceNow CIS - CSM3 Entitlement Guidelines - ANS-1. Asset Entitlement
2. Product Entitlement
3. Contract Entitlement
4 Portals that support CSM - ANS-1. Customer Support Portal (B2B)
2. Consumer Support Portal (B2C)
3. Community Portal
4. Knowledge Management Portal
Account and partner contacts can see all of the assets related to an account. How to
limit access to an asset? - ANS-1. Create an asset contact relationship
2. Assign the asset to one or more contacts
3. Enable the associated property to restrict access to the asset information to the
assigned contacts
OR
When NOT using CSM Query Rules, admins can use the
use_asset_contact_relationship property to restrict asset access based on contacts
assigned to the assets.
- My Assets list shows only those assets for which the user is a contact
- Create Case form's Asset field shows only those assets for which user is a contact
Account Data - ANS-Table name = customer_account
Form fields = Name, Account Number, Primary Contact, Phone Number, Address,
Company website address
Important Facts
1. Extends core_company
2. Same Address rules and Consumer table (primary address/related list)
Access Controls
Create = Customer Service Manager or System Administrator
Account Escalations - ANS-- Managed by Account Escalation Manager
- Includes separate assignment
- Escalation record can be associated multiple cases
,- Escalation record is used as consolidated status report
- SLA is associated with escalation record
- Add an account team to the watch list
- Updates on the escalation record are not added to the account
Account Hierarchy - ANS-Enables Parent - Subsidiary relationships between accounts,
to represent the legal entity structure and their relationships, and accurately represent
the customers, their assets, and service entitlements
Account Relationship - ANS-Admin can define two types of relationships 1)
Partner-to-account or 2) Account-to-account.
Records include the source account, target account and the type
Accounts & Contacts - ANS-Account - supported external customer
Contact - User who is an employee of an account
Actionable Case Flows - ANS-Contain predefined user actions that automatically create
and resolved blocking tasks for cases.
Located at "Customer Service -> Administration -> Actionable Case Flows"
Additional Features - ANS-1. Time Zone / Contact Local Time = Display time based on
customers time zone (scheduled job "Time zone data migration for cases" to correct
existing).
2. Follow the Sun = property that can be activated for 24/7 support.
3. Solution Tracking = field called "Add resolution notes to comments" that will add
resolution notes to comments
4. Lookup and Verify = feature of agent workspace
Additional Features for Assignment Workbench - ANS-1. Filter for assignment group
and skills (skills can change ranking, AG changes list of agents)
2. Mandatory Skills filters based on skills
3. One click assignment - Use one button to assign a task
Additional Features List - ANS-1. Profanity filter
2. Emojis
3. Zoom
4. Sensitive data handling
, Advanced Work Assignment - ANS-Used to automatically assign work items to agents
based on availability, capacity, and optionally skills, and/or shifts worked
Plugin = Advanced Work Assignment
Roles = awa_admin (configures and administers), awa_manger (monitors performance),
awa_agent (customer interactions and manages workload), awa_integration (API)
Agent Affinity - ANS-Enhances AWA assignment by adding an agent's work history,
related tasks, or account team affinity. Helps to find those best suited for the work.
Agent whisper - ANS-Enables chat between manager and agent without requester
seeing.
Asset Contact Related List - ANS-Can select the contact from the account that the asset
belongs to, the contacts from the partner account relationship, any contacts added to
these accounts (using contact relationships having the Asset Contact responsibility).
Asset Entitlement - ANS-Filtered on the asset field to belong to the chosen customer.
Perhaps even further based on Assets that are covered by the related contract. Applies
to a case only if the latter defines the same asset as the one defined in the entitlement.
Assigning a Contact to an Asset - ANS-Admins can add a primary contact to an asset
by selecting a contact in the Primary Contact field on the Asset form. References the
customer_contact table and is filtered by the asset's account. When added, the same
contact is added to the Asset Contact list through the "Add Primary Contact to Asset
Contact" BR on the alm_asset table.
Assignment Workbench - ANS-Uses matching rules by which available agents are
elevated and proposed based on criteria defined in the configuration. Ranks agents
from 1 - X where the X means more criteria is matched.
Baseline case auto-close policies - ANS-5 days with no response a notification is set to
the customer.
10 days case will close and notification sent to customer.
Ensure the "Auto Close" field is set to true.
Baseline Case State Flow - ANS-1. New - New case is created with state of New
2. Agent Accepts Case - Agent accepts the case putting in state of Open
3. Agent Requests Info - If the agent requires more info the case is set to Awaiting Info
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