ServiceNow CSM (Customer Service Management) - Certified Implementation Specialist (CIS) Exam

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ServiceNow CSM (Customer Service Management) - Certified Implementation Specialist (CIS) Exam Customer service real world statistics 80% of companies say they deliver superior customer service, but ... only 8% of people say they receive superior service Does ServiceNow use the same Asset table for both CSM and ITSM? Yes, but there are different subsets of fields for each Asset contact relationships Asset Contacts can be selected from: 1. The Account the asset belongs to 2.The contacts from the partner account relationship 3. Any contacts added to these accounts using contact relationship Difference between a Product and an Asset An asset is a specific instance of a product 4 primary expectations customers have of Customer Support 1. Resolve issues - CSM application 2. Provide Information - Knowledge Management 3. Fulfill service/account related requests - Service Catalog 4. Self-service - Service Portal Note: Service Contract information is NOT available to customers OOTB How to convert an existing user to a contact Update the Class to Contact. Assign appropriate roles. Update the class of the Company for the user to Account Property to restrict asset access Use_asset_contact_relationship property restricts asset access based on contacts assigned to the assets Relationship of Account to Company The Account table is an extension of the Company table with additional fields to designate Customer or Partner Purpose of CSM Contracts Store information about support provided to company; can reference specific assets and SLAs as well Impact of CSM on pre-existing Contracts If also used for CSM, must be assigned to an Account Entitlement Defines the type of support a customer receives and the supported communication channels; can be associated with product, asset, account, or contract; units of cases or hours Entitlement verification trigger Entitlement check is performed when a case is opened. Counters are active if the Per Unit field is enabled SAIF ServiceNow Adaptive Implementation Framework SIM ServiceNow Implementation Methodology 5 Stages of SIM IPCTC: Initiate, Prepare, Create, Transition, Close Initiate phase activities Begin engagement and prepare for success * Transition from Sales to Delivery * Mobilize ServiceNow and customer project team * Prepare and delivery formal kick-off * Conduct Communications Workshop Prepare phase activities Define processes and requirements for engagement and finalize delivery plan and user stories * Core and process workshops * Define future processes and flows * Document any project issues that need action * Backlog refinement and estimation * Release planning * Update project plan Create phase activities Create value through iterative configurations * Configure the platform per stories * Agile Scrum meetings * Engagement governance * Transparent reporting Transition phase activities Prepare for production and ongoing support * Assist with UAT * Fulfiller training * Go-live * Post Go-live support * Transition to Customer Support Close phase activities Close engagement and document results * Delivery validation and feedback * Program and technical summaries * Targeted assessments Output of Requirements gathering 2 kinds of stories: 1. User stories 2. Technical stories (no interaction with users) Options for logging of stories * Centralized services portal * Customer production instance * Stand-alone engagement instance Configuration Complexity and Impact Nominal - using system as is Low - minor changes Major - significant changes; potentially global companies with custom integrations and/or language translations Drastic - huge employee population; complex organizational structures; global; custom integrations and/or language translations needed User Acceptance Testing (UAT) timing Usually 4-6 weeks before Go-live CSM application scope components * CSM Cases * Partner accounts, customer accounts, customer contracts and consumer accounts * Service contracts and entitlements * Assets and product models * Service Portals * Knowledge base * Reporting CSM roles Customer/Partner Roles sn_customerservice.customer sn_customerservice.customer_admin sn_customerservice.partner Sn_customerservice.partner_admin Agent Sn_customerservice.agent Sn_customerservice.consumer_agent Manager Sn_customerservice.manager OpenFrame User Sn_openframe_user Consumer sn_customerservice.consumer Difference between Customer and Consumer Customers represent contacts/users who have a B2B relationship Consumers represent contacts/users who have a B2C (consumer) relationship Roles added to control access to internal tables versus service portal snc_internal, snc_external Data Migration Steps Import, Validate, Synchronize Difference between Case and Account Escalation Templates Case has option to include Assignment Group Manager as an approver Method to select additional persons for notification of escalation Add to Escalation Watch List Elements that can be configured in the Quick Setup of Branding Editor Portal Title Logo CSM Case Types Product Order Plugins required for softphone Notify, CTI Softphone, Customer Service Management, and Openframe Plugin for chat Connect Support (com.glide.connect.support) Example of Product versus Asset A car model is considered a product from a car producer's point of view CSM OOB social media components Facebook, Twitter Can communicate with customers via these channels if a social profile is captured on the Case form Cases are NOT created automatically from these channels Knowledge available to customers Information based on Product Entitlements (if enabled); or general information (if not enabled) Controlling access to knowledge User Criteria is the primary method Can also restrict further based on Product Entitlements Knowledge Article Access Controlled via User Criteria Order of operations: 1. cantContribute 2. canContribute 3. cantRead 4. canRead If No User Criteria * All can read * Any roled user can create and edit, unless they are in cantContribute user criteria How to enable knowledge internationalization Activate at least two plugins: I18N: Knowledge Management Internationalization Internationalization plugin for each appropriate language Default language used for knowledge articles Set system property If not set, default is based on the logged in users language [Show More]

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