Now Create offers step-by-step delivery guidance based on real-world experiences and proven leading practices gained from thousands of successful implementations.

Take advantage of these documents, created by our subject matter experts, to assist with your next implementation.

• Process Workshop Presentation - Template for conducting an implementation workshop to determine configuration requirements

  • Workspaces in CSM - Process Workshop Presentation
  • Customer Data Foundation (CDF) - Process Workshop Presentation
  • CSM Service Model Foundation (SMF) - Process Workshop Presentation
  • Communities - Process Workshop Presentation
  • Conversational Messaging for CSM - Process Workshop Presentation
  • Guided Decisions & Recommended Actions - Workshop Presentation
  • Case Management - Process Workshop Presentation
  • Customer Service Portal - Process Workshop Presentation
  • Order Management Process Workshop Presentation
  • Service Model Foundation (SMF) - Process Workshop Presentation
  • Install Base Management​ - Process Workshop Presentation

• Process Guide - A detailed breakdown of process formation for each product

  • Customer Service Portal - Process Guide
  • Data Management for CSM - Process Guide
  • Case Management - Process Guide
  • Install Base Management - Process Guide

• Starter Stories - Examples of common stories, or requirements, used to implement a given product

  • Workspaces in CSM - Starter Stories
  • Data Management for CSM - Starter Stories
  • Communities - Starter Stories
  • Conversational Messaging for CSM - Starter Stories
  • Guided Decisions & Recommended Actions: Starter Stories
  • Case Management - Starter Stories

• Implementation Guides - Step-by-step guidance to quickly implement a product or feature

  • Now Assist for CSM - Implementation Guide
  • Task Intelligence - CSM - Implementation Guide
  • Account Lifecycle Events (ALE) - Implementation Guide
  • Guest Walk-Up Experience for CSM - Implementation Guide
  • Internal Customer Support (B2E) in CSM - Implementation Guide
  • CSM with ITSM - Implementation Guide
  • CSM Engagement Messenger Implementation Guide

• Implementation Insights - General guidance and assistance for many implementation challenges

  • Customer Service Management - Recommended Implementation Sequence
  • Customer Service Management - Capability Matrix - Product Briefing
  • Customer Service Management - Product Integration Options
  • Leading Practices for Large Call Center Design & Integrations
  • Leading Practices for Call Center Voice IntegrationsCustomer Service Portal Search Engine Optimization (SEO) Whitepaper
  • Best Practices to Implement Case Types
  • ITSM Entities: Giving External View Permission in CSM
  • Internal Customer Support (B2E) in CSM - Implementation Insights
  • Service Model Foundation (SMF) - Implementation Insights
  • Customer Service Management - Implementation Insights
  • Customer Service Management - Customer Workshop Preparation Guide
  • Customer Service Management - Guide to Case Type Adoption
  • Order Management Implementation White Paper
  • CSM and FSM Higher Education Customer Experience - Reference Architecture
  • Implementing a Service Management framework for a comprehensive CX
  • Guest User Case Submission on Portals
  • Move from Pega to ServiceNow Customer Service Management
  • Interaction and Case Management Best Practices - Whitepaper
  • Customer Service Management - Kickoff Presentation
  • Case Management - Process Flows