Customer Service Management (CSM) || Knowledge & Troubleshooting Resources
Maik Skoddow
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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Customer Service Management
Great service is not just the responsibility of the customer service department. With ServiceNow® Customer Service Management (CSM), connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction. This pre-sales accreditation provides the foundation required to effectively introduce and position CSM. With ServiceNow CSM, customers can connect customer service to every corner of the enterprise to resolve complex issues end to end, intelligently fix problems before customers know they have them, and drive action to instantly take care of common requests. The results are increased customer satisfaction and reduced case volume and costs!
Entry point to the official product information pages.
Entry point to the official product documentation.
Summarized overview in one PDF file.
What is Customer Service Management?
More detailed information
An overview of implementing, maintaining, and getting maximum value from Customer Service Management.
Reference Architectures
After you have decided what outcomes or objectives you would like to achieve with ServiceNow, you will want to map which products are required. As shown here, Reference Architectures connect suggested outcomes to underlying products.
Product Architecture Blueprints
Describes the inherent functionality of the product and outlines the technical components in the form of a diagram.
Recommended Implementation Sequence
ServiceNow's recommended sequence for implementing features in Customer Service Management & related products through your maturity phases of crawl, walk and run, after foundation is established, to maximize platform potential to achieve your business outcomes.
This Success Pack enables businesses to connect their organization's tool chain, automate change management and share insights to provide transparency and continual improvement.
Process Guides
Provides detailed guidance on the way that ServiceNow intends the process to-be.
These process flows visualize the baseline processes involved in CSM.
Leading Practices for Large Call Center Design & Integrations
The purpose of this reference guide is to provide customers, partners and ServiceNow implementers with design best practices for large volume call centers.
Trainings & Courses
Customer Service Management (CSM) Fundamentals
🧪
In this on demand course, attendees master the setup, configuration, and usage of the ServiceNow Customer Service Management application by a combination of self-study and lab work. This course is designed for system administrators, implementers, developers, and application specialists responsible for configuring and managing the Customer Service Management application.
Customer Service Management (CSM) Implementation 🧪
Learn how to identify common technical aspects of, and manage an implementation with Customer Service Management Implementation.
Customer Service Management (CSM) Simulator 🧪
This simulator will assess your understanding of implementing Customer Service Management in the field and test your understanding of requirements and facets of the application.
CSM Vancouver Features and Enhancements
Overview of the new features and enhancements for the Customer Service Management application introduced with the Vancouver family release.
Articles & Blog Posts
2022-12-09 by @Gareth Millwood
Critical Success Factors for ServiceNow Customer Service Management
Everyone wants their implementation to be a success, but it is extremely easy to get a few things wrong early on which make it more difficult to achieve your business objectives. These are my top tips to setting yourself up for success with your Customer Service Management implementations.
2022-10-26 by ServiceNow Support
Customer Service Management Roles and FAQs
The CSM product serves both B2B (business-to-business) and B2C (business-to-consumer) business purposes. There can be many different possible relationships and directions of engagement required by our users, including: roles, hierarchies, levels, and distinctions between similar roles.
2024-04-29 by @Ahmed Drar
Aligning Sold Products and Install Base Items with CMDB
In CSM, Modelling sold product, install base items, product models, and integrating them into CMDB may be a complicated activity, so what I'm trying to accomplish here is to reflect on how to do it properly.
Videos & Podcasts
2022-10-18, by GlideFast Consulting
Check out the latest CSM features available in the Tokyo release! ServiceNow Master Architect Shilpa Jana will walk you through the key highlights of Customer Service Management in the ServiceNow Tokyo release
2022-10-31 by ServiceNow Community
What’s new in the Tokyo Release for Customer Service Management
Join ServiceNow experts for this live webinar to learn about the latest innovations, see short demos, and get your questions answered.
2023-02-23 by ServiceNow Community
Getting Started with Service Organizations for CSM
In a rapidly digitizing world, customers expect the same level of service whether they interact at company owned or 3rd party locations, such as bank branches, retail stores, field offices, dealerships, or hospitals. Service Organization Management provides the unified framework, security, and guidance to serve customers at internal and external locations and improve customer satisfaction while lowering cost to serve.
2023-04-03 by ServiceNow Community
What’s new in the Utah Release for CSM
Join Customer Service Management (CSM) product managers, Harriet Franklin, Andre Ramsarran and Krupa Singampalli for this live webinar to learn about the latest innovations, see short demos, and get your questions answered.
2023-07-19 by GlideFast Consulting
ServiceNow CSM with Service/Request Management
In this Share the Wealth session, Senior Technical Consultant Timothy Schlueter will provide an overview of the functionality of the CSM with Service Management and CSM with Request Management plugins. How CSM integrates with ITSM (Request/Incident/Problem/Change).
2023-08-17 by ServiceNow Community
Deliver streamlined customer service processes with Customer Access Management
This webinar will show you how to leverage Customer Access Management in CSM to deliver streamlined customer experiences by enabling related parties to track and collaborate on cases, products and services.
2023-09-28 by ServiceNow Community
What's new in the Vancouver Release: Customer Service Management
Are you ready for the Vancouver Release? Join this session to learn about the latest innovations from Customer Service Management and how you can start using them today. ServiceNow experts will provide in-depth demos to show you how you can harness the power of your organization with new customer engagement and customer operations features to deliver effortless customer experiences and drive loyalty.
2024-03-26 by ServiceNow Community
What's new in the Washington DC release: Customer Service Management CSM
oin this webinar to dive into the latest innovations for Customer Service Management (CSM) in the Washington DC release across customer engagement, agent experience, and customer operations.
2024-04-29 by @Ahmed Drar
Aligning Sold Products and Install Base Items with CMDB
In CSM, Modelling sold product, install base items, product models, and integrating them into CMDB may be a complicated activity, so what I'm trying to accomplish here is to reflect on how to do it properly.
Now Assist
Contains a range of experiences centered on the experience for CSM agents and users alike. Contains the following experiences:
- Chat summarization
- Case summarization
- Resolution note generation
- Now Assist for search
Entry point to the official product documentation
From a People, Process, Data/Analytics and Technology perspective, the typical insights and risks that may be faced during an implementation along with recommended solutions and mitigation options for Now Assist for Customer Service Management (CSM).
Trainings & Courses
Now Assist for Customer Service Management (CSM) Implementer
This Learning Path bundles the training courses and exam required to become proficient in implementing the Now Assist for Customer Service Management (CSM) application and configuring its capabilities. Interactive lessons and hands-on activities will guide you through the advanced concepts and prepare you for the exam.
Videos
2023-10-19 by ServiceNow Community
Tap into Generative AI and increase agent productivity with Now Assist for CSM
Join Andre Ramsarran and Bhanu Sirineni from the CSM Product Management team, as they explore a range of key topics, including: The opportunity for Generative AI in customer service ServiceNow's innovative Generative AI approach Overview of Now Assist for CSM, and how it enhances customer experiences and improves agent productivity
Case Management & Case Types
The customer service case is the primary entity of the customer service application. An agent creates a new case to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also uses a case to track all the communication to and from the customer, including the communication channels being used.
Case activities include any action that is taken to resolve an issue. This can include phone calls or emails, knowledge base research, conversations with subject-matter experts, and dispatch requests to field service agents, as well as other activities.
From the Case form, an agent can associate and store the related information, such as the customer's name, phone number, and company; account information; product and asset information; service contract and entitlement details, and any associated service level agreements (SLAs).
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Best Practices to Implement Case Types
Product Whitepaper is an informational, authoritative, document on specific features of a solution, product or service.
Best Practices for Interaction and Case Management
Product Whitepaper is an informational, authoritative, document on specific features of a solution, product or service
Videos & Podcasts
2024-02-29 by ServiceNow Community
Explore Best Practices for using CSM Case Types
When offering world class customer service, there is no one-size-fits-all. ServiceNow CSM Case Types offer a way to streamline and optimize your customer service processes to address customer issues quickly, driving higher agent efficiency and CSAT. CSM Case Types are a collection of data, processes, UI, and flow logic designed to specific types of issues and requests, Join Customer Service Management (CSM) product managers, Krupa Singampalli and Madhuri Nandella to learn the best practices for tailoring case management for your business using CSM Case Types.
Task Intelligence
Task Intelligence for Customer Service offers several AI capabilities such as language detection, multi-lingual case categorization, Sentiment Analysis, and Document Intelligence. These capabilities automate several routine tasks across the case lifecycle and enable agents to focus on complex case resolution.
Entry point to the official product information pages.
Entry point to the official product documentation.
Task Intelligence - Email to Case - Implementation Guide
Provides detailed guidance on the way that ServiceNow intends the process to-be for Task Intelligence for Customer Service Management (CSM): Email to case - Configuration and maintenance.
Articles & Blog Posts
2023-07-14 by @Loic1
Task Intelligence Quick Start Guide
2023-07-26 by @Loic1
2023-06-01 by @Lener Pacania1
Training Task Intelligence Models with Small Data Sets
Task Intelligence models need a lot of data to be effective, we recommend at least 10k records to train your Task Intelligence models . If you try to train your model with less than 10k records you will see the below error which prevents you from training your model.
2023-09-06 by @Loic1
Task Intelligence Case Field Prediction Guide
One of the Task Intelligence out-of-the-box models is the “Predict case field choices to reduce handle time” model. It guides you in creating a model that predicts the case field of new cases to reduce the time to resolve a case. Note: in this article, we use the example of a Customer Service Management Workflow, but these principles can very well be applied to ITSM.
Videos & Podcasts
2022-11-02 by ServiceNow Community
Task Intelligence in Customer Service Management
Join our Customer Service Management experts Andre Ramsarran and Alexandra Elston who present our newly launched Task Intelligence and show how it can drive agent productivity using AI.
2022-12-06 by ServiceNow Community
Task Intelligence - Case Categorization
Case Categorization, new in the Tokyo release, auto-categorizes cases based on language (English, French, German, Spanish, Portuguese) and data identified in attached documents using AI.
2022-12-06 by ServiceNow Community
Task Intelligence - Sentiment Analysis
Sentiment Analysis, new in the Tokyo release, detects a customer's initial and emerging sentiment using pre-trained AI models.
2023-01-03 by ServiceNow Community
Task Intelligence - Admin Console
The task intelligence Admin Console, new in the Tokyo release, enables business users to configure, train, and deploy AI solutions on the CSM platform.
2023-06-20 by ServiceNow Community
Get Started with Task Intelligence, use AI to categorize cases
Join our Customer Service Management experts Andre Ramsarran and Alexandra Elston who present our
Communities
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be
Product Architecture Blueprint
Describes the inherent functionality of the product and outlines the technical components in the form of a diagram.
Trainings & Courses
Customer Communities Essentials
Enroll in this path to learn about Customer Communities and gain skills to administer and set up a new community implementation. This path contains three courses. It begins with Communities Overview where you are given a high level overview of the application. The second course builds from the overview course.
Articles & Blog Posts
2021-11-14 by Maik Skoddow
Setup of Community Roles and Groups
When setting up a community at the customer instance, you will be confronted with lots of roles and features in that context. For this reason, in one of my recent customer projects, I ran an extensive analysis to determine a minimum number of groups to put users with administrative or moderating activities into one of the identified groups. This article represents the final result and proposes an approach for the aggregation of administrative roles into groups. This way, it is easier to map your ServiceNow licenses.
Engagement Messenger
With the Engagement Messenger application, you can manage how your customers use your web applications and services from one central location. You can also configure the behaviour and styling of the messenger and deploy the configuration on the websites or mobile sites of your choice.
Entry point to the official product documentation.
Summarized overview in one PDF file.
Product Whitepaper is an informational, authoritative, document on specific features of a solution, product or service (CSM Engagement Messenger).
Articles & Blog Posts
2023-12-20 by @Ratnakar7
Transform Your Site with Engagement Messenger: Deliver Interactive Experiences
Transform your web presence with ServiceNow's Engagement Messenger and deliver the interactive experience your visitors desire.
Videos & Podcasts
2021-11-21 by ServiceNow Community
Embed Virtual Agent on any website with Engagement Messenger
Today, Mayank Agrawal and Harriet Franklin of ServiceNow CSM product management walk us through how to embed Virtual Agent on any website with Engagement Manager. We start with a brief overview, before directly into our exercise, then diving into audience questions at the end.
2022-10-05 by ServiceNow Support
Engagement Messenger | Configuration
Provides a demo of the configuration process for Engagement Messenger
2023-03-01 by ServiceNow Community
Omnichannel Callback via Engagement Messenger
Omnichannel Callback is a new feature in the Utah Q1 2023 store release with the ability for customers to request, reschedule or cancel a callback with an agent. This video will demonstrate those features from Engagement Messenger.
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