ServiceNow Customer Service Management (CSM)

How can you decrease call volumes and increase customer satisfaction? CSM

ServiceNow Module Product Information:

https://www.youtube.com/watch?v=HiXidq%5FMtxc (ServiceNow Product Overview Video)

CSM Empower Agents to solve root causes and reduce the reasons why customers need to call for help

CSM Empower your Customers with OmniChannel solutions (i.e. opens up several avenues for finding a resolution)

1. Self service (KB (knowledge), Create an issue)
2. Call/Chat features
3. e-Mail (auto create issue/case)

CSM Goals: Reduce case volume and increase customer satisfaction

Sample Use Case: A customer is having performance issues with a service/application

Customer: Logins to a Customer Portal, and looks for help in the knowledge base (How to's, FAQ, Known errors)

Customer: If you can't find what you're looking for you can request a chat with a live agent

Agent: View waiting list of chat/call requests

Agent: Create case (Form can auto populate user info, account, entitlements, etc.) based on user record

Agent: View Open Tasks Calls (via a work list or Visual Task Board, or dashboard)

INTEGARTION POINT 1: CMDB & Service Mapping

Show Map/Service: => IF you have a robust CMDB

A Robust CMDB and Service Mapping Solutions helps to avoid 'manually' entered information (usually outdated or inaccurate)

Agents can be empowered to view the map of a 'service' to see if there are real-time known issues with a service

CMDB and ServiceMapping benefits Blog (coming soon.)

INTEGRATION POINT 2: ITSM Processes

Additionally ServiceNow has integrated solutions w/ ITSM (Incident/Change/Knowledge/Problem) that could show additional details needed to troubleshoot the issue

For example;

Maybe there is a known problem with a workaround that an Agent can replay to your customer,

Maybe there is a pending change on a server, that needs approval, an Agent could initiate the conversation to get the change approved, and reboot the server that is causing the issue(s)

Maybe there is a known workaround w/out a KB article, an Agent can follow-up to make sure that a public KB article gets created for future customers portal searches

Or we can add the current case to an existing problem(PRB) and\or add user to the PRB watch list for real-time resolution/workaround communications

A method for showing value of Incident, Change, and Knowledge

INTEGRATION POINT 3 - Asset Management

Best Practices to Manage the life-cycle of your company assets

Good Practices for Asset Management, Part I

Good Practices for Asset Management, Part II