Prior to Rome, viewing information associated with some types of data required extra navigation to one or more lists​. Related records displayed were static and could not be dynamically updated. This changes with dynamic related records (DRR). DRR dynamically displays related contextual information such as contracts, interactions, and other relevant data based on the current state. This eliminates added navigation to access additional relevant information.​ DRR can be used with Playbooks or in other use cases and is only available using the CSM Configurable Workspace. DRR is available in the Standard, Professional, and Enterprise packages.

Data modeling is especially important in customer service because it helps better display and manage the relationships that exist within a customer’s domain (e.g. locations, contacts, etc.). Following the addition of Industry Data Models in the Paris release, the Rome release adds Customer Data Models for B2B2C​. By expanding support beyond B2B and B2C, relationships between account to consumer, contact to consumer​, and partner to consumer​ can be managed. Consider this scenario: a telecommunications provider offers reduced rate plans to companies, who then offer these services to employees. The telecom can provide better customer service to both the company and those employees when it has full visibility into the entire relationship, including the devices and even other family members who might be customers. Customer Data Models for B2B2C is available in the Standard, Professional, and Enterprise packages.

​Last but not least, let’s talk about the need in customer service to connect people, systems, and processes to address customer issues as quickly as possible. For ServiceNow, IntegrationHub and its Spokes connect ServiceNow workflows to critical business systems and simplifies cross-enterprise automation. New Spokes have been added to connect Customer Service Management to Jira, Oracle EBS, Microsoft Dynamics 365 CRM Finance and Ops, SAP ECC (IDOC/RFC), SAP Commerce Cloud, and more–making greater customer service automation possible and helping agents be more productive. A full list of available Spokes can be found here.

Learn more

These are just a few of the many new features coming to Customer Service Management in the Rome release. From here, review the release notes and product documentation to get additional detail. Attend the Now at Work 2021 Digital Experience to see some of these features demonstrated. Then, schedule a conversation and demo with your account team or contact us here. Don’t forget, the Customer Success Center is also available with essential resources to assist you in planning your upgrade. Benvenuto a Roma!

Please note: other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

© 2021 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. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

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Join us for the The Now Platform Rome event.

Mark your calendar for the Now at Work, Now Platform Rome release broadcast

Join us at Now at Work 2021 to learn more about what’s new in the Rome release. You won’t want to miss the Rome release highlights in a keynote session with Dave Wright, chief innovation officer as well as 20 sessions on demand, where we’ll highlight different ServiceNow® products, innovations, the Now Platform, and best practices for upgrading to the Rome release. Register today based on your region:

AMS: https://www.servicenow.com/ams/en/now-at-work.html

EMEA: https://www.servicenow.com/emea/en/now-at-work.html

AP: https://www.servicenow.com/apj/en/now-at-work.html

Japan: https://www.servicenow.com/apj/ja/now-at-work.html

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• Customer Service Management