This blog contains all the key features and components of CSM Customer Services Management. Everything from the customer Self Service Portals Used to all the tool that the Agents use, as well as management.
We can support B2B, etc….
RELEVANT TABLES
Consumer User csm_consumer_user – is created upon self-registration. This table extends sys_user and holds the authentication credentials.
Consumer csm_consumer – is also created upon self-registration. This record stores consumer-specific profile data linked to the Consumer User.
RELEVANT ROLES
CSM Key Features:
Service Entitlements – Service Entitlements are a key feature of Customer Service Management, as they define the level of service a customer is entitled to based on their contract or agreement.
Skills-based routing – Skills-based routing is a crucial feature of Customer Service Management, as it ensures that customer inquiries are directed to the most appropriate agent based on their skills and expertise.
Real-time SLAs – Real-time SLAs (Service Level Agreements) are an essential feature of Customer Service Management, as they define the expected level of service delivery in real-time to meet customer expectations.
Service Contracts – Service Contracts are a fundamental feature of Customer Service Management, as they outline the terms and conditions of the services provided to customers, including pricing, duration, and scope of services.
What is a CSM Case Type?
4 x Available OOTB Case Types:
Complaint & Onboarding
Order – Order is an available case type in ServiceNow CIS – Customer Service Management (CSM). It is commonly used to track and manage customer orders, including order status, tracking information, and any related issues or inquiries.
Product – Product is an available case type in ServiceNow CIS – Customer Service Management (CSM). It is used to handle customer inquiries, complaints, or issues related to specific products, including product information, troubleshooting, and support.
To create a new case type, you typically follow these steps:
- Extend the Case Table: Create a new table that uses
sn_customerservice_caseas its parent. - Activate Plugin: Ensure the Customer Service Case Types plugin (
com.snc.csm_case_types) is active. - Use Guided Setup: Navigate to Customer Service > Administration > Guided Setup > Case Types for a structured creation process.
- Configure Components: Define unique fields, business rules, client scripts, and UI actions specific to that process (e.g., a “Product Defect” case might need different fields than a “General” case).
- Register the Type: Create a record in the Case Type table (
sn_case_type) so it appears in the agent’s case selector.
ServiceNow applications can be integrated out of the box with CSM Choose three.
Project Management – Project Management integrates with CSM to bridge support cases directly to project tasks and deliverables.
ITOM Event Management – ITOM Event Management integrates with CSM to automatically generate cases based on infrastructure events and alerts.
Service Portfolio Management – Service Portfolio Management integrates out of the box with CSM to align service offerings with customer expectations.
OOTB Special Handling Notes be applied to cases:
What is a Special Handling Note?
Account – Account is an OOB attribute for Special Handling Notes, allowing alerts when cases involve specific customer accounts.
Product – Product is one of the three OOB attributes that can trigger Special Handling Notes on cases.
Contact – Contact is an OOB attribute for Special Handling Notes, enabling alerts when specific individuals are on a case.
What is assignment workbench?
3 ways to configure Assignment Workbench:
Scripted – Scripted criteria allows custom JavaScript logic for complex, non-standard resource evaluations in the Assignment Workbench.
Simple Match – Simple Match performs a direct 1:1 data comparison between task fields and agent attributes, such as timezone or skill matching.
Aggregate – Aggregate criteria runs dynamic queries with grouping and filtering to return summarized pools of qualified agent candidates.
What is AWA (Advanced Work Assignment)?
What is Agent Affinity?
Agent Affinity enhances Advanced Work Assignment by adding additional agent details organized by affinity type:
Account team responsibility – Account team responsibility routes items to the dedicated account manager or specialized pod assigned to the customer profile.
Historical – Historical affinity identifies agents who have previously resolved issues for the same customer, maintaining continuity of care.
Related task – Related task affinity binds subsequent tasks from the same parent record to the same agent who handled the original task.
Customer Service Matching Skills Types:
Matching Skills – Matching Skills cross-references the required task skills against the agent profile to evaluate technical fit.
Availability Today – Availability Today scans active schedules and PTO blocks to determine which agents are currently available to take new work.
Last Assigned – Last Assigned enforces round-robin fairness by tracking when each agent was last given a task, ensuring equitable distribution.
Assigned Cases – Assigned Cases acts as a capacity throttle, counting each agent current workload to prevent overloading individual agents.
What is CSM Query Rules?
(CSM Query Rules pre-filter records at the database query level for CSM-rolled users, eliminating the need for custom Before-Query Business Rules.)
Asset Classes Used
Software license assets and enterprise software assets – CORRECT. Software license assets and enterprise software assets are standard asset classes for tracking entitlements and software deployments.
Consumables assets – CORRECT. Consumables assets is a standard asset class for tracking expendable items like toner cartridges, cables, and office supplies.
Hardware assets – CORRECT. Hardware assets is one of the standard asset classes in ServiceNow, used for tracking physical equipment like servers, laptops, and peripherals.
Facility assets – CORRECT. Facility assets is a standard asset class for tracking buildings, rooms, and physical infrastructure within the organization.
What are CSM Playbooks?
OOTB CSM Playbooks:
Case playbook for Onboarding – Case playbook for Onboarding is one of the three OOB CSM playbooks, guiding agents through new customer setup processes.
Case playbook for Product Support – Case playbook for Product Support is an OOB playbook that guides agents through troubleshooting product-related issues.
Case playbook for Complaints – Case playbook for Complaints is an OOB playbook that provides structured workflow for handling customer complaint cases.
Check rest of exam 2 (What are the three main components of Proactive Customer Service Operations Choose three.)
