Q&A from the Madrid Release Broadcast - Customer Service (CSM)

[Lisa Latour]

Help us welcome in the latest Now Platform® release.   Madrid — is now available!

Check out the Question & Answer from the broadcast Customer Service management (CSM). Be sure to bookmark this post, so when other Product specific Q&As are posted, you'll be notified.

Now Platform Release Fact Sheet: Madrid

Madrid release is now available (Summary Blog)

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Watch On Demand The Now Platform Madrid release broadcast.

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Q. Is the Customer Success Center part of the CSM module?    
A. Yes! The Customer Success Center is available to all customers. Visit  https://www.servicenow.com/success

Q. I am not familiar with cases. Are you able to have this same setup with incidents?    
A. Customer Service Management provides workflows optimized for external customer support, including a customer account and contact security model that allows each customer to see their own information on customer portal.

Q. Is there a possibility to add my organization Knowledge base application instead of ServiceNow similar to pulling blogs from community?    
A. Yes, you can use External content integration feature to use an external knowledge base in ServiceNow

Q. In your example, you linked a "case" to a Change Request. I thought we needed to have an incident first    
A. You do not need to have an incident first. You can create an incident, problem, change or request (or multiple requests) directly from the case. We've structured it to be flexible since each organization does things a bit differently. If you don't wish to create a change directly from a case, you can disable that UI action.

Q. We currently use a combination of CSM and ITSM. Now that we will be able to assign Prob/Change tasks instigated by cases to our fulfillers who currently use ITSM only, will we need to upgrade their licenses to CSM to benefit from this new functionality? Thanks    
A. Fulfillers using case management supporting customer issues should be on CSM license.

Q. Wonder if in future releases we could make the "start work" when at a site faster, such as swipe a notification on your lock screen or start based on location services. That way the agent doesn't have to go through so many steps    
A. That's a great suggestion for the roadmap! Currently, the "Start Work" action is enabled as a swipe action from the list view on mobile. That is currently the quickest way to move a task to WIP on mobile.

Q. When you created a case and it had the change created as well. Is that OOB?    
A. Hope you are well and business is good for you. Yes, creating any of the ITSM records is now out of the box. I had pre-created it for the demo, but now with Madrid, you'll have the ability to create an incident, problem, change or request (or multiple requests) directly from the case. They will then be connected to the case, and updates to those records (state changes and sometimes work notes) will be sync'ed back to the case activity feed. Those updates are done via Flow Designer - so if you want to sync additional information, you can always change those flows.

Q. My business is using ServiceNow for Knowledge Management, so it would be great to see a Spotlight dedicated to how the release specifically impacts Knowledge.    
A. We will be doing a Webinar on Knowledge Management Madrid features. It would be within the next 2 weeks. Please lookout for an announcement on ServiceNow communities. Hope to see you there!
What’s new in Madrid for Knowledge and Communities

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