Q&A from the Orlando release broadcast - Customer Service Management

[Lisa Latour]

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

Now Platform Release Fact Sheet: Orlando

Orlando release is now available (Summary Blog)

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On Demand
The Now Platform Orlando release broadcast.

ServiceNow is proud to introduce and walk you through the Now Platform Orlando release with Now Intelligence.

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Q:  Is CSM meant for ServiceDesk (HelpDesk) team, or Business Relationship Management team?  

A:  Customer Service Management (CSM) is a solution for customer service centers and service operations. IT Service Management (ITSM) is the solution to use for an IT help desk or service desk.

Q:  Are these features available with CSM Standard or do you have to have Pro?  

A:  To see the features in the Customer Service Management Standard and Professional packages, visit https://www.servicenow.com/products/customer-service-management.html and select "Packages" from the navigation.

Q:  I heard in CSM in Orlando there's an update to the ability to segregate between different LOBs that may all be using CSM - like an enhancement to the scion concept?  

A:  Case Types will allow different teams to leverage case management for their team or business unit with specific process flows, SLAs, form views, etc. This functionality uses an extension of the case table (similar to the scion model) for defining a Case process and security model.

Q:  How is CSM different from Service Portal (Catalog and Knowledge) and Service Portfolio Management?  

A:  Customer Service Management is a product designed for offering support to external customers. Platform features, such as Service Catalog and Knowledge Management, are included.  For more information on the Standard and Professional Packages, visit https://www.servicenow.com/products/customer-service-management.html and select "Packages" from the navigation.

Q:  Is CSM for Customer Project Management, while ITBM for Internal Project Management?  

A:  Customer Project Management in Customer Service Management (CSM) extends Project and Portfolio Management capabilities in IT Business Management (ITBM). Customer Project Management can be used in customer-facing projects, such as complex product installations and customer onboarding. Customers have access to Customer Project Tasks through the portal and can update tasks or submit project issues. Licensing for ITBM is required, alongside CSM Professional, to enable this capability.

Q:  What is Agent Affinity?   

A:  Agent Affinity is an enhancement to Advanced Work Assignment. It enables you to look at the context of the work item (e.g., case, chat) and leverage the context to identify the best-suited agent. It offers 3 ways for identifying the best-suited agent based on their affinity to the work item:

1. Historical - based on history of serving the same customer in the past
2. Related task-based - assigns chat based on awareness of context around the chat
3. Account team responsibility - assignment to preferred support personnel for your high value customers

Q:  Is Field Service Management only available to organizations using CSM?  

A:  Now that Field Service Management is a standalone product, you don't need Customer Service Management (or any other ServiceNow product) with it. Of course, you can use it with either CSM or ITSM if you wish.

Q:  The timeline ribbon is really good but when tickets do into pending we need to see the breakdown, what is ServiceNow doing about this?  

A:  The ribbon can show case state changes.

Q:  Sure. I would like for my agents to schedule vacations, any time off, appointments, travel time, etc. Can they do all of that in the CSM application or is something else needed?  

A:  This is available using Field Service Management but not Customer Service Management.

Q:  Hello, when we are offline, is the application go online automatically and sync data automatically ?  

A:  Currently, when the application goes back online, the mobile user is able to review the updates that were made while offline and then sync. It does not happen automatically at this point, but that behavior is being considered for a future release.

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• Q&A from the Orlando release broadcast - KEYNOTE
• Q&A from the Orlando release broadcast - the Now Platform®
• Q&A from the Orlando release broadcast - IT Service Management (ITSM)
• Q&A from the Orlando release broadcast - Governance, Risk, and Compliance
• Q&A from the Orlando release broadcast - Customer Service Management
• Q&A from the Orlando release broadcast - Field Service Management