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Customer Service Management

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100% found this document useful (2 votes)

2K views502 pages

Customer Service Management

Uploaded by

Nidhi Kale

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

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Madrid Customer Service Management

Madrid Customer
Service Management
Last Updated: May 14, 2019

PDF generated on May 21, 2019

©2019 ServiceNow. All rights reserved. Terms of Use Privacy Statement
ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the
United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they
are associated.
Madrid Customer Service Management

Some examples and graphics depicted herein are provided for

illustration only. No real association or connection to ServiceNow
products or services is intended or should be inferred.
This PDF was created from content on docs.servicenow.com. The web
site is updated frequently. For the most current ServiceNow product
documentation, go to docs.servicenow.com.
If you have comments about this documentation, submit your feedback
to: [email protected]

Company Headquarters
2225 Lawson Lane
Santa Clara, CA 95054
United States
(408)501-8550

PDF generated on May 21, 2019 2

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the
United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are
associated.
Madrid Customer Service Management

Customer Service Management

The ServiceNow® Customer Service Management application enables you to provide
service and support for your external customers through communication channels such
as web, email, chat, telephone, and social media. Create cases as needed and route
cases to available customer service agents with the necessary skill sets.

Set up
Explore Administer
• Activate Customer
• Customer Service case Service Management • Create rules to route and
management
• Activate additional assign cases
• Integration with other plugins for Customer • Limit knowledge base
applications Service Management access to internal users
• Customer Service • Set up customer • Track and analyze
optional features information
Customer Service case
• Domain separation • Set up communication data
channels

Use
Develop Troubleshoot and get help
• Create and resolve cases
• Components installed • Ask or answer questions in
• Special handling notes with Customer Service the Customer Service
Management Management community
• Agent calendar
• Components installed • Search the HI knowledge
• Assignment workbench with additional plugins for base for known error
Customer Service articles
• Major issue management Management
• Contact ServiceNow
• Case and account • openFrameAPI Support
escalation

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Customer Service case management

External customers can reach out to your organization for assistance. Customer service
agents receive these communications and work with customers to answer questions
and resolve issues, creating cases as needed.

Customer Service cases

The case is the primary entity of the Customer Service Management 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
communication to and from the customer, including the communication channels
being used.

Case activities

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.

Case form

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).

There are several key features to a case.

• Communication between an agent and the customer or an agent and other

employees within the organization. Details of all internal and external communication
are recorded on the Case form.

• Any additional tasks that result from a case, such as a work order. Tasks are tracked
from a related list on the Case form. These tasks may be internal to the organization or
they may involve the customer.

• Information from the case that can be included in the knowledge base and used to
help resolve other cases.

Case routing

The Customer Service Management application enables you to route cases to available
customer service agents with the necessary skill sets. Agents can make use of response

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templates and search tools to search the knowledge base and community and provide
timely, informative responses to customers.

Customer Service homepage

The Service Manager homepage provides reports and analytics on customer service
case data. Using a combination of platform reporting capabilities and the Performance
Analytics tool, these reports enable you to drill down and sort or view data in a variety of
ways.

Using guided setup to implement Customer Service Management

Customer Service Management guided setup provides a sequence of tasks that help
you to configure Customer Service Management on your ServiceNow instance. To open
Customer Service Management guided setup, navigate to Customer Service >
Administration > Guided Setup. For more information about using the guided setup
interface, see Using guided setup.

Activate Customer Service Management

You can activate the Customer Service Management plugin (com.sn_customerservice)
if you have the admin role. This plugin includes demo data and activates related plugins
if they are not already active.

Before you begin

Role required: admin

About this task

The Customer Service Management plugin activates these related plugins if they are not
already active.
Plugins for Customer Service Management

Plugin Description

Assessment
Provides assessments, surveys, and ratings.
[com.snc.assessment_core]

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Plugin Description

Asset Management
Manage assets, consumables, and
[com.snc.asset_management] software licenses.

Assignment Workbench
Enables users to assign tasks to individual
agents based on configurable criteria,
[com.snc.assignment_workbench]
such as availability and matching skills.

Connect Support
Enables chat in a support queue.
[com.glide.connect.support]

Anonymous Connect Support

Enables consumers to chat with consumer
service agents from the Consumer Service
[com.glide.connect.anonymous_support]
Portal without logging in.

Connect Support Routing

Enables the routing of Connect Support
[com.glide.connect.support.routing] requests to the appropriate chat queue.

Customer Service Social Integration

Adds the necessary data schema
[com.sn_cs_social] changes for social integration scenarios.

Openframe An interface used to integrate external

communication systems with the Now
[com.sn_openframe] Platform. This plugin provides a UI frame
that is accessible and available anywhere
within ServiceNow application screens.

The Customer Service Management

application uses a combination of
Computer Telephony Integration (CTI) and

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Plugin Description
OpenFrame to provide phone support for
customers.

Process Flow Formatter

Displays a diagram of the process flow for
[com.snc.process_flow_formatter] a form.

Resource Matching Engine

Provides a tool for rule-based task-to-
[com.snc.matching_rule] resource matching.

Implements user and user group skills;

Skills Management
based on the same principle as roles
management with the mechanism of
[com.snc.skills_management]
inheritance between user groups and
users.

Activates the Special Handling Notes

application, which enables users to
quickly view brief messages about
records. These notes can be displayed in
an embedded list or related list on a
record form or in a pop-up window.
This plugin is installed with the Customer
Special Handling Notes
Service Management and Field Service
[com.sn_shn] Management applications. To use special
handling notes with other tables:

• Configure the table and any related

fields to use special handling notes.

• Configure the form to show special

handling notes.

State Flows Customize transitions from one state to

another in tables derived from the Task
[com.snc.state_flows] [task] table and configure the system to

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Plugin Description
perform work during transitions to specific
states.

Task Activities
Enables support for activities on task
[com.snc.task_activity] tables.

Glide Conversation Server

[com.glide.cs]

Virtual Agent Service Portal Widgets

[com.glide.va.sp_widgets]

Customer Service Spoke

Provides actions for flow designers to use
when creating Customer Service
[com.snc.customer_service.spoke]
Management business processes.

Procedure

1. Navigate to System Definition > Plugins.

2. Find and click the plugin name.

3. On the System Plugin form, review the plugin details and then click the Activate/
Upgrade related link.

If the plugin depends on other plugins, these plugins are listed along with their
activation status.

If the plugin has optional features that depend on other plugins, those plugins are
listed under Some files will not be loaded because these plugins are inactive. The
optional features are not installed until the listed plugins are installed (before or after
the installation of the current plugin).

4. (Optional) If available, select the Load demo data check box.

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Some plugins include demo data, which are sample records that are designed to
illustrate plugin features for common use cases. Loading demo data is a good
practice when you first activate the plugin on a development or test instance.

You can also load demo data after the plugin is activated by clicking the Load
Demo Data Only related link on the System Plugin form.

5. Click Activate.

What to do next

You can activate a number of related plugins after activating the Customer Service
Management plugin (com.sn_customerservice). For details, see Additional plugins for
Customer Service Management.

• Additional plugins for Customer Service Management

After Customer Service Management is activated, you can activate additional plugins
that provide demo data and enable a variety of features.

• Customer Service Management for Orders

This feature adds support for orders and order line items to the Customer Service
Management application.

Additional plugins for Customer Service Management

After Customer Service Management is activated, you can activate additional plugins
that provide demo data and enable a variety of features.

You must have the admin role to activate these additional plugins. For details, see
Activate a plugin.

Plugin Description

Customer Service Management Demo

Data This plugin provides demo data for the
Customer Service Management
[com.snc.customerservice.demo] application.

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Plugin Description

This plugin provides a Customer Service-

Customer Service Case Action Status
specific application of the Action Status
Automation feature. Use this plugin to
[com.snc.csm_action_status]
display and track blocking tasks for
customer service cases.

This plugin extends Customer Service

Customer Service Management for Orders
Management to support order-related
issues by integrating with order
(com.snc.csm.order)
management systems to create and
resolve customer requests.

This plugin enables the Consumer Service

Portal, a web-based portal based on the
Service Portal application that you can
use to provide information and support to
Consumer Service Portal consumers.
The Consumer Service Portal plugin
[com.glide.service-portal.consumer- activates these related plugins if they are
portal] not already active.

• Anonymous Connect Support

(com.glide.connect.anonymous_suppor
t)

This plugin enables the Customer Service

Portal, a version of the web portal based
on the Service Portal application.
Customer Service Portal The Customer Service Portal plugin
activates these related plugins if they are
[com.glide.service-portal.customer-portal] not already active.

• Service Portal Social QA

(com.glide.service-portal.sqanda)

CTI Softphone This plugin enables Twilio integration using

the Notify application and OpenFrame to
(com.snc.cti) provide softphone functions and call

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Plugin Description
center capabilities, including making,
receiving, and transferring phone calls.
The CTI Softphone plugin activates these
related plugins if they are not already
active.

• Resource Matching Engine

(com.snc.matching_rule): Provides a tool
for rule-based task-to-resource
matching.

• Notify (com.snc.notify): Provides

platform features for workflow-driven
voice calls, conference calls, and SMS
messages.

• Notify - Twilio Driver

(com.snc.notify.twilio): Provides Notify
support for the Twilio product; requires a
separate contract with Twilio for SMS/
Voice capabilities.

• Openframe (com.sn_openframe):
Provides an interface that can be used
to integrate external communication
systems with the Now Platform.

Customer Service CTI Demo Data

This plugin provides demo data for the CTI
(com.snc.customerservice_cti_demo) Softphone application.

Customer Service with Field Service This plugin provides an integration

Management between the Customer Service
Management and Field Service
(com.snc.csm_fsm_integration) Management applications. Customers
and consumers can view case-related
work orders from the Customer Service
and Consumer Service Portals. In the Field
Service Management application, users
can view account and contact

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Plugin Description
information on work orders and work order
tasks.

Connect Support
This plugin provides the chat feature in a
(com.glide.connect.support) customer support queue.

Customer Service with Request Provides an integration between

Management Customer Service Management and the
Request Management application.
[com.sn_cs_sm_request] Enables users to create request records
from a Customer Service case.

Provides an integration between

Customer Service with Service
Customer Service Management and the
Management
Incident, Problem and Change
Management applications. Enables users
[com.sn_cs_sm)]
to create incident, problem and change
records from a Customer Service case.

Anonymous Connect Support

Plugin to enable access and properties for
(com.glide.connect_anonymous_support) Anonymous Connect Support.

Connect Support Routing

Plugin to enable processor for routing
Connect Support requests to the
com.glide.connect.support.routing)
appropriate chat queue.

Case Assignment Workbench Demo

Demo data for the intelligent agent
(com.snc.case_assignment_workbench_d recommendation through dynamic
emo) matching rules/criteria.

Intelligent agent recommendation

Incident Assignment Workbench Demo
through dynamic matching rules/criteria.

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Plugin Description
(com.snc.incident_assignment_workbenc
h_demo)

This plugin enables customer service

administrators to restrict customer access
to designated knowledge bases and
Knowledge Product Entitlements knowledge articles on the customer self-
service portal.
(com.snc.kb_product_entitlements)
This plugin adds the Knowledge Product
Entitlements menu to the application
navigator.

This plugin provides Performance Analytics

knowledge performance indicators (KPIs)
for the Customer Service Management
application.
Performance Analytics - Content Pack -
Note: You can activate
Customer Service (New)
Performance Analytics solutions on
instances that do not have
(com.snc.pa.customer_service)
Performance Analytics premium to
evaluate the functionality. However,
to collect scores for indicators you
must license Performance Analytics
premium.

This plugin provides the ability to open

context sensitive dashboards in customer
service forms based on UI actions.
Performance Analytics - Context Sensitive
Analytics for Customer Service Note: You can activate
Performance Analytics solutions on
(com.snc.pa.cs.context_sensitive_analytic instances that do not have
s) Performance Analytics to evaluate
the functionality. However, to collect
scores for indicators you must license
Performance Analytics.

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Plugin Description

Performance Analytics - Content Pack -

Financial Management for Customer Enables Performance Analytics
Service dashboards for Financial Management
associated with Customer Service
[com.snc.pa.fm.csm] Management.

Performance Analytics Premium for

Customer Service

[com.snc.pa.premium.cs]

This plugin allows locally authenticated

users to request a temporary password if
they forget their current one. Customer
contacts can request a new password
Self Service Password Reset
from the customer self-service portal.
(com.snc.password_reset)
The Self Service Password Reset plugin
activates the Password Reset plugin
(com.glideapp.password_reset) if it is not
already active.

Activates the Targeted Communications

application, which provides a tool for
publishing and distributing content and
articles to both internal and external
Targeted Communications
customers.
(com.sn_publications)
Adds the Targeted Communications
menu to the application navigator and
the Publications link to the customer portal
header.

Targeted Communications Demo Data

Provides demo data for the Targeted
(com.snc.publications_demo) Communications application.

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Plugin Description

Time Recording for Customer Service Extends the functionality of the Time Card
Management and Cost Management
[com.snc.csm_time_recording] applications to Customer Service
Management.

Customer Service Management for Orders

This feature adds support for orders and order line items to the Customer Service
Management application.

Customer Service Management for Orders enables customers and consumers to do the
following through a self-service portal:

• View orders

• View and create cases for orders

• Contact a customer service agent to report an issue

Customer service agents can respond to customer and consumer requests and create
cases for orders.

Plugins

To add support for orders to the Customer Service Management application, activate
the Customer Service Management for Orders plugin (com.snc.csm.order). This plugin
requires the Customer Service plugin (com.sn_customerservice).

This plugin adds the following modules to the Customer Service menu:

• Orders: displays a list of customer orders. Click an order to display the Order form.

• Order Line Items: displays a list of the individual items within each order in the Orders
list. Click an item to display the Order Line Item form.

Creating a case for an order

When creating a case from the Customer or Consumer Service Portals, the end user can
select the type of case to create. Based on the selection, the Create Case form
includes fields specific to the selected case type.

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• Create Product Case: includes the Asset and Product fields.

• Create Order Case: includes the Order field.

Create Case link

When creating a case from the Customer Service Management application, the
customer service agent can select the type of case to create:

• Product: opens a new Case form for a product that includes the Product and Asset
fields.

• Order: opens a new Case form for an order that includes the Order field.

Tables installed with Customer Service Management for Orders

Customer Service Management for Orders adds the following tables.

Table Description

Orders
Stores the orders associated with an
[csm_order] account and contact or with a consumer.

Order Line Items

Stores the individual line items within
[csm_order_line_item] orders.

Order Cases
Stores information about customer service
[csm_order_case] cases related to orders.

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Table Description

Order Case Line

Stores information about customer
services cases related to orders and order
[csm_order_case_line]
line items.

Integration with other applications

Integrate the Customer Service Management application with Field Service
Management, Financial Management, and Service Management.

• Integration with Field Service Management

The Customer Service with Field Service Management plugin

(com.snc.csm_fsm_integration) provides an integration between the Customer Service
Management and Field Service Management applications.

• Integration with Financial Management

Plugins for Customer Service Management and Field Service Management provide an
integration with the Financial Management application as well as dashboards and
reports.

• Customer Service integration with Service Management

This feature provides an integration between Customer Service Management and the
Incident, Problem, Change, and Request Management applications.

Integration with Field Service Management

The Customer Service with Field Service Management plugin
(com.snc.csm_fsm_integration) provides an integration between the Customer Service
Management and Field Service Management applications.

Users can view account and contact information on work orders and work order tasks in
the Field Service Management application. Customers and consumers can view case-
related work orders from the Customer Service and Consumer Service Portals.

When an agent creates a work order from a customer service case, the work order and
task forms include case-related information such as the account and contact.

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When a customer or a consumer views a case from either the Customer or Consumer
Service Portals, they can view the details of any work orders and tasks related to the
case.

Changes to the Field Service Management application

In the Field Service Management application, this integration adds the following fields to
the Work Order form. These fields are visible in the Case view. To display these fields,
right-click the Work Order form header and select View > Case.

• Account

• Consumer

• Contact

• Asset

• Partner

• Partner Contact

Updating the Account field on the Work order form also updates the Company field.
Updating the Contact field on the Work Order form updates the Caller field.

Changes to the Customer Service Management application

In the Customer Service Management application, this integration adds the Work Orders
link to the Customer Service Portal and Consumer Service Portal headers. Click this link to
view a list of work orders, including the work order number, priority, state, and short
description. The work orders displayed in this list on the Customer Service Portal depend
on the customer role: customer, customer admin, partner, or partner admin.

Click a work order in this list to display the work order details.

Known Limitations

There is no synchronization between the Work Order form and the associated Case
form. If information changes on the Case form, it does not get updated on the Work
Order form.

Integration with Financial Management

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Plugins for Customer Service Management and Field Service Management provide an
integration with the Financial Management application as well as dashboards and
reports.

The Financial Management application enables you to allocate, track, and report on
expenses in your organization. When the Financial Management application allocates
an expense, it breaks down the expense into detailed amounts of money called
allocations. These allocations can be associated with specific segments and accounts
for a specific cost model. The integration with Financial Management provides cost
allocations for Customer Service Management and Field Service Management.

Use these cost allocations on the Financial Management workbench, which provides
financial administrators with a graphical interface to allocate expenses. Access the
workbench through the Cost Transparency > Workbench module.

Plugins
Two different plugins, one for Customer Service Management and one for Field Service
Management, enable the integration with Financial Management. These plugins also
add dashboards based on cost allocations.

• Performance Analytics - Content Pack - Financial Management for Customer Service

plugin (com.snc.pa.fm.csm).

• Performance Analytics - Content Pack - Financial Management for Field Service

Management plugin (com.snc.pa.fm.fsm)

Note: The Performance Analytics - Content Pack - Financial Management for

Customer Service plugin includes demo data for FY16: Q1 through FY17: Q2. The
Performance Analytics - Content Pack - Financial Management for Field Service
Management plugin does not include demo data.

Cost models

A cost model is a set of rules, methods, and metrics that determines the allocation of
expenses. Select cost models on the Data Definitions tab of the Financial Management
workbench.

For Customer Service Management, the integration with Financial Management

provides these cost models:

• CSM Allocation Model for Cust Account: allocates expenses for individual B2B
customer accounts.

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• CSM Allocation Model for Channels: allocates expenses for communication channels.

For Field Service Management, the integration with Financial Management provides this
cost model:

• FSM Allocation Model for Company: allocates expenses for companies.

Segment hierarchy
All accounts in the chart of accounts belong to segments which are structured in a
hierarchy. This hierarchy enables the roll-up of expenses from lower-level accounts and
segments to higher-level accounts and segments.

• CSM Allocation Model for Cust Account uses this segment hierarchy: Assignment
Group > Product > Customer Account.

• CSM Allocation Model for Channels uses this segment hierarchy: Assignment Group >
Product > Channels.

• FSM Allocation Model for Company uses this segment hierarchy: Assignment Group >
Product > Company.

Account buckets

Use account buckets to categorize cleansed expenses before assigning them to

accounts and segments. Account buckets can be organized in parent-child
relationships so that several child buckets can refer to a single parent bucket.

The Customer Support and Field Service Support account buckets include:

• Facilities

• IT Chargeback

• Payroll and Labor Expenses

• Professional Fees & Services

• Supplies

• Training

• Other expenses

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Allocation metrics
Allocation metrics are rules that you can create and use to split an allocation based on
dimensions such as:

• Number of Customer Service cases: allocate expenses to a product based on the

number of cases closed in a fiscal period.

• Total Customer Service case resolution time: allocate expenses to a product based on
the total hours worked on cases closed in a fiscal period.

• Number of Field Service work order tasks: allocates expenses to a product based on
the number of work order tasks completed in a fiscal period.

• Total work order completion time: allocates expenses to a product based on the total
hours worked on tasks completed in a fiscal period.

For Customer Service Management, the integration with Financial Management

provides these allocation metrics:

• CSM Allocate to Assignment Groups by Headcount

• CSM Allocate to Product by # Cases

• CSM Allocate to Product by Case Time Worked Duration

• CSM Rollup from AssgGrp to Product by # Cases

• CSM Rollup from AssgGrp to Product by Case Time Worked Duration

• CSM Rollup from Product to Account by # Cases

• CSM Rollup from Product to Account by Case Time Worked Duration

For Field Service Management, the integration with Financial Management provides
these allocation metrics:

• FSM Allocate to Assignment Groups by Headcount

• FSM Allocate to Product by # Work Orders

• FSM Rollup from Product to Company by # Work Orders

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User roles
These roles can access the Financial Management workbench (Cost Transparency >
Workbench):

• cost_transparency_analyst

• cost_transparency_admin

• financial_mgmt_user

• financial_mgmt_admin

Dashboards and reports

The Performance Analytics - Content Pack - Financial Management for Customer
Service and Performance Analytics - Content Pack - Financial Management for Field
Service Management plugins provide the following dashboards:

• CSM Financials Dashboard

• FSM Financials Dashboard

Navigate to Performance Analytics > Dashboards and select the desired dashboard
from the Dashboard menu.

Related Topics

• Financial Management

• Financial Management Workbench

Customer Service integration with Service

Management
This feature provides an integration between Customer Service Management and the
Incident, Problem, Change, and Request Management applications.

The Customer Service Management integration with the Service Management

applications provides the following functionality:

• Agents can create incident, problem, change, and request records from open cases.

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• Agents can associate existing incident, problem, change, and request records with
cases or remove associated records from cases.

• Customers can submit requests from the Customer Service Portal. A case is created for
each request.

• Updates to records associated with a case automatically update the case work notes.

• Updates to cases with associated records can be used for customer communication.

• Agents and managers can view cases with Service Management-related indicators
on the Customer Service dashboards.

Plugins
Customer service integration with Service Management requires the following plugins:

• Customer Service with Service Management plugin (com.sn_cs_sm) for integration

with the Incident, Problem, and Change Management applications.

• Customer Service with Request Management plugin (com.sn_cs_sm_request) for

integration with the Request Management application.

For new Madrid instances, the following plugins are automatically activated. For
upgraded instances, the system administrator must activate these plugins:

• Problem Management Best Practice – Madrid

(com.snc.best_practice.problem.madrid)

• Problem Management Best Practice – Madrid – State Model

(com.snc.best_practice.problem.madrid.state_model)

For both new and upgraded instances, the system administrator must activate the
following plugin:

• Problem Management Best Practice – Madrid – Knowledge Integration

(com.snc.best_practice.problem.madrid.knowledge)

These plugins provide additional synchronization between case and problem records
and are necessary to fully utilize the integration with Problem Management and the
case action status feature.

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Roles
The Service Management integration plugins do not add any roles to the customer
service agent (sn_customerservice_agent) role. To enable the Service Management
integration features, you must add the itil role to the agents who need this capability.
Caution: With the assignment of the itil role, agents are exposed to many other
ITSM features in addition to Incident, Problem, Change, and Request.

Additional Actions menu options

The Service Management integration plugins add the following options to the Additional
Actions menu on the Case form. Agents can use these menu options to create records
for a case.

• Create Incident

• Create Problem

• Create Request

• Create Normal Change

• Create Standard Change

Note: Agents can create or associate one incident, problem, or change record
with a case. After a record is created or associated with a case, the corresponding
options are no longer available on the Additional Actions menu.

Related Records form section

The Service Management integration plugins add the Related Records form section to
the Case form. This section includes the following fields:

• Incident

• Problem

• Change Request

• Caused by Change

When an incident, problem, or change record is created from a case, or an existing

record is associated with a case, the record number is added to the corresponding
field.

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Requests related list

Requests are added to the Requests related list on the Case form. Agents can create
multiple requests for a case.

Resolution codes
The Service Management integration plugins provide the following case resolution
codes:

• Solved – Fixed by closing related PRB

• Solved – Workaround provided based on open PRB

• Solved – Fixed by closing related Change Request

• Solved – Fixed by closing related Incident

• Solved – Related Request is Closed Complete

Major issue management

The major issue management feature works with the CSM integration with Service
Management as follows:

• A major issue manager with the itil role can create incident, problem, change, and
request records from a major case.

• When a major case candidate with an associated record is accepted as a major

case:

• A new major case is created and the candidate becomes a child of the major case.

• The related record information is copied from the child case to the major case.

• For the child case, the options to create related records are removed from the
Additional Actions menu.

• For the child case, the fields in the Related Records form section are read-only.

• Updates to the related records appear in the work notes of the major case. These
updates are added to the child case when fields are synchronized from the major
case to the child case.

• A major case and child cases can have different types of related records. This can
happen when an existing case with a related incident, problem, change, or request

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record is added as a child of a major case. When updates are made to the record
related to the child case, information about the update is added to the child case
work notes.

• If a major case and child cases have the same related record, updates to that record
are added to the major case work notes. These notes are copied from the major case
to the child cases if:

• The sn_customerservice.case_fields_to_sync property is enabled.

• The field in the in the Related Records form section is added to the
sn_customerservice.case_fields_to_sync property.

• If a major case and child cases have different related records of the same type,
updates to the records are copied only to the respective cases.

• CSM integration with Incident Management

Integration with the Incident Management application enables customer service

agents to create incident records from cases or associate existing incident records to
cases.

• CSM integration with Problem Management

Integration with the Problem Management application enables customer service

agents to create problem records from cases or associate existing problem records to
cases.

• CSM integration with Change Management

Integration with the Change Management application enables customer service

agents to create change records from cases or associate existing change records to
cases.

• CSM integration with Request Management

Integration with the Request Management application enables customers to create

requests from the Customer Service Portal. Agents can also create request records
from cases.

• CSM integration with Service Management analytics

Provides indicators on the Customer Service dashboard for incident, problem, change,
and request records associated with customer service cases.

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CSM integration with Incident Management

Integration with the Incident Management application enables customer service agents
to create incident records from cases or associate existing incident records to cases.

Integration with Incident Management requires the Customer Service with Service
Management plugin (com.sn_cs_sm). With this plugin and with the assignment of the itil
role, customer service agents can:

• Create an incident from a case.

• Associate an existing open incident to a case.

• Remove an associated incident from a case.

• View the following in the case work notes:

• Incident state changes.

• Additional comments added to the incident record.

Note: A case can be associated with one incident. If a case is already associated
with an incident, the Create Incident option does not appear on the Additional
Actions menu.

How it works
An agent can create an incident from a case by selecting the Create Incident option
from the Additional Actions menu. When the incident is created:

• The incident state is New.

• The incident is associated with the case and the incident number is added to the
Incident field.

• A work note for the incident association with the case is added to the Work notes field.

• The domain of the incident is mapped to the domain of the case.

• The following information is copied from the case to the incident record.

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Case fields Incident fields

Short description Short description

Default impact Impact

Urgency Urgency

Contact Caller

Configuration item (if available) Configuration item

Note: The agent can manually change the incident impact and urgency to
different values on the incident record as needed.

• If the case has an associated Problem, Change Request, or Caused by Change

record, this information is also copied to the incident record.

Work notes are synchronized from the incident to the case when:

• The incident state changes. If the incident state changes to On Hold, the hold reason
is copied to the case work notes.

• The incident is resolved or closed. The incident resolution notes and resolution code
are copied to the case work notes.

• Additional comments are added to the incident.

When an incident is created or an existing incident is associated with a case,

notification from the incident is suppressed if the caller is an external user (contact or
consumer).

Extension points

Customers can create the logic for mapping the Incident field through extension points
(API: sn_cs_sm.CaseIncidentIntegrations).

Related Topics

• Using extension points to extend application functionality

• Using scripted extension points in server-side scripts

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• Using UI extension points in server-side UI macros

• Using client extension points in client-side UI scripting

CSM integration with Problem Management

Integration with the Problem Management application enables customer service agents
to create problem records from cases or associate existing problem records to cases.

Integration with Problem Management requires the Customer Service with Service
Management plugin (com.sn_cs_sm). With this plugin and with the itil role, customer
service agents can:

• Create a problem from a case.

• Associate an existing open problem to a case.

• Remove an associated problem from a case.

• View the following in the case work notes:

• Problem state changes.

• Additional comments added to the problem record.

Note: A case can be associated with one problem. If a case is already associated
with a problem, the Create Problem option does not appear on the Additional
Actions menu.

How it works
An agent can create a problem from a case by selecting the Create Problem option
from the Additional Actions menu. When the problem is created:

• The problem state is New.

• The problem is associated with the case and the problem number is added to the
Problem field.

• A work note for the problem association with the case is added to the Work notes
field.

• The domain of the problem is mapped to the domain of the case.

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• The following information is copied from the case to the problem record:

Case fields Problem fields

Short description Short description

Default impact Impact

Urgency Urgency

Priority Priority

Company Company

Configuration item (if blank on case,

Configuration item (if available) agent can manually update on problem
record)

Case sys_id (if the

com.snc.best_practice.problem.madrid First reported by
plugin is activated)

Note: The agent can manually change the problem impact and urgency to
different values on the problem record as needed.

• If the Problem Management Best Practice – Madrid plugin is activated, the case sys_id
is added to the First reported by field on the problem record.

Extension points

Customers can create the logic for mapping the Problem field through extension points
(API: sn_cs_sm.CaseProblemIntegrations).

Additional plugins
With the Problem Management Best Practice – Madrid plugin activated, customer
service agents can view the following information in the case work notes:

• When the state of a related problem is updated, the text of the work note includes a
link to the problem.

• When Communicate Workaround is clicked from the related problem, the workaround
text is copied to the case work notes.

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• When Communicate Fix is clicked from the related problem, the fix text is copied to
the case work notes.

• When the problem is resolved or closed with a specific resolution code:

• State is Closed and Resolution Code is Cancelled, the Cancelled Reason text is
copied to the case work notes.

• State is Closed and Resolution Code is Risk Accepted, the Cause notes, Risk
accepted reason, and Fix notes are copied to the case work notes.

• State is Resolved and Resolution Code is Fix Applied, the Cause notes and Fix notes
are copied to the case work notes.

• State is Closed and Resolution Code is Fix Applied, the Cause notes and Fix notes are
copied to the case work notes.

With the Problem Management Best Practice - Madrid - Knowledge Integration plugin
activated, the customer service agent can view information in the case work notes
when a Known Error Article is created for or associated to a related problem. The work
note includes a link to the article.

Related Topics

• Using extension points to extend application functionality

• Using scripted extension points in server-side scripts

• Using UI extension points in server-side UI macros

• Using client extension points in client-side UI scripting

CSM integration with Change Management

Integration with the Change Management application enables customer service
agents to create change records from cases or associate existing change records to
cases.

Integration with Change Management requires the Customer Service with Service
Management plugin (com.sn_cs_sm). With this plugin and with the assignment of the itil
role, customer service agents can:

• Create a change from a case.

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• Associate an existing open change to a case.

• Remove an associated change from a case.

• View the following in the case work notes:

• State changes for the change record.

• Additional comments added to the change record.

Note: A case can be associated with one change. If a case is already associated
with a change, the Create Normal Change and Create Standard Change options
do not appear on the Additional Actions menu.

How it works
An agent can create a change from a case by selecting one of the following from the
Additional Actions menu:

• Create Normal Change

• Create Standard Change

When the agent selects the Create Normal Change menu option and the change is
created:

• The change state is New.

• The change is associated with the case and the change number appears in the
Change Request field.

• A work note for the change association with the case is added to the Work notes field.

• The Requested by field on the change record is updated with the case agent.

• The domain of the change is mapped to the domain of the case.

• The following information is copied from the case to the change record:

Case fields Change fields

Short description Short description

Description Description

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Case fields Change fields

Impact Impact

Urgency Urgency

Priority Priority

Company Company

Contact Caller

Configuration item
Note: The change manager can
update the configuration item on
Configuration item (if available) the change record. If the
configuration item is not available,
the agent can also manually update
this information.

• Default values are added to the following fields on the change record:

• Type = Normal

• State = New

• Category = Other

• Risk = Moderate

When an agent creates a change by selecting the Create Standard Change menu
option, a change record is created using the Standard Change template (which is
defined in the Standard Change catalog). The data mapping is created from the
template; no data is copied from the case to the change record.

Work notes are synchronized from the change to the case when:

• The change state or change type is updated.

• Additional comments are added to the change record.

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• When the change associated with a case is put on hold, the work notes are updated
with the hold reason.

• When a hold on the change associated with a case is removed, the work notes on the
case are updated.

• When the change is resolved or closed.

Extension points

Customers can create the logic for mapping the Change Request field through
extension points (API: sn_cs_sm.CaseChangeIntegrations).

Change form related lists

The Customer Service Management with Change Management adds the following
related lists to the Change form:

• Cases Fixed by Change

• Cases Caused by Change

Standard Change record producer behavior

When a record producer for a Standard Change or Normal Change is created and
exposed to customer service agents from the Customer or Consumer Service Portals:

• The record producer only appears in the portal after clicking the Create Request UI
action.

• The record producer does not appear as part of Standard Change catalog items.

• If the agent chooses to create a Standard Change from the normal record producer,
the Standard Change is created but the change record is not linked with the case.

Related Topics

• Using extension points to extend application functionality

• Using scripted extension points in server-side scripts

• Using UI extension points in server-side UI macros

• Using client extension points in client-side UI scripting

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CSM integration with Request Management

Integration with the Request Management application enables customers to create
requests from the Customer Service Portal. Agents can also create request records from
cases.

Integration with Request Management requires the Customer Service with Request
Management plugin (com.sn_cs_sm_request). With this plugin and with the assignment
of the itil role, customer service agents can:

• Create one or more requests on behalf of a customer from an existing customer

service case.

• Associate an existing request to a case.

• Remove an associated request from a case.

• View a list of requests associated with a case in the Requests related list.

• View the following in the case work notes:

• Request state changes.

• Additional comments added to the request record.

Note: When creating a request from a case, if the agent chooses a catalog item
that is using cart v1 (the use_sc_layout field is not checked), the case is not set as
the parent of the request.

Implementation
Integration with Request Management is available for customer service agents and
external customers.
Note: Integration with Request Management is not supported for the partner and
partner administrator flows. The ability to select accounts and contacts for the
partner and partner administrator flows is not available.

How it works for a customer

Customers can submit requests for themselves from the Customer Service Portal. The
request process is integrated with Service Catalog.

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Note: Partners and customer administrators cannot submit requests on behalf of

other accounts or contacts.

• The customer selects a catalog item and submits a request.

• A new case is created, which becomes the parent of the request. One request is
associated with a case and a request contains one item.

• The case is used as the reference for the customer, who can see the request status
and updates from the case on the Customer Service Portal.

• All cases associated with a request appear on the request record in the Cases related
list.

• The following information is copied from the request to the case:

Request fields Case fields

Short description Short description

Requested for Contact

Account Account

How it works for an agent

An agent can create a request from a case by selecting the Create Request option
from the Additional Actions menu. When the request is created:

• The request state is New.

• The case becomes the parent of the request. The case number is added to the Parent
field on the request form.

• The request is associated with the case and is added to the Requests related list.

• A work note for the request association with the case is added to the Work notes field.

• The domain of the request is mapped to the domain of the case.

• The following information is copied from the case to the request record:

PDF generated on May 21, 2019 36

Case fields Request fields

Short description Short description

Contact Contact

Work notes are synchronized from the request to the case when:

• The request state changes.

• The request is closed.

• Additional comments are added to the request.

Note: When a request is closed, the case does not automatically move to solution
proposed.

Extension points

Customers can create the logic for mapping the Request field through extension points
(API: sn_cs_sm.CaseRequestIntegrations).

Communicating with the requester

The task fulfiller can communicate with the requester if additional information is needed.
Use the Additional comments field on the request to communicate with the requester
through the case. Information added to the Additional comments on the request are
synchronized to the casework notes.

If the case is the parent of the request, notifications to the requester are suppressed
when additional comments are added to the request by the fulfiller.

Service catalog integration with the Customer and Consumer Service Portals

The customer administrator (sn_customerservice.customer_admin) can associate a

portal with a catalog.

This section describes the catalog pages and widgets provided as part of the Customer
Service integration with Request Management.

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CSM Catalog page

The display page for catalog items on the Customer and Consumer Service Portals. This
page serves as the landing page for any service catalog item exposed on a CSM portal.
All request items exposed on the CSM portals are either service catalog items or service
catalog record producers. Navigate to Service Portal > Pages to view this page.

• Page ID: csm_sc_cat_item

• Update name: sp_page_7ea80b123bb31300bfe04d72f3efc4b7

• Available to roles: snc_internal, snc_external

CSM Catalog Item widget

This widget handles the redirection logic on submission of the catalog item and embeds
the default catalog item widget. This widget listens to event $sp.sc_cat_item.submitted;
on submission of a catalog item, it handles the portal redirection logic based on the
page_id and the catalog portal URL. When there is no parent set in the Requests
(sc_request) table, the URL is redirected to the default service portal ticket page. If a
record producer has a redirect URL, this widget uses the redirect URL from the record
producer instead of redirecting to the ticket page.

• Widget ID: csm-sc-cat-item

• Update name: sp_widget_ec837c713bbb1300bfe04d72f3efc4d1

• Available to roles: snc_internal, snc_external

Page route map

It is important to set up a page route map for any new Service Portals to handle the
redirection to the Case ticket page. The redirection is based on the logic described in
the CSM Catalog Item widget.

• CSM Catalog item page route map: for the Customer Service Portal, this page route
map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page.

• CSP Catalog item page route map: for the Consumer Service Portal, this page route
map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page.

Portal settings for catalog items

Once the catalog items are defined, visibility of the Submit / Add to Cart button can be
controlled by navigating to Service Catalog > Catalog Definitions > Maintain Items,

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selecting the desired item, and enabling or disabling the fields in the Portal Settings form
section.

• Request method: select Order, Request, or Submit as the type of catalog item.

• Hide ‘Add to Cart': enable if the Add to Cart button should be disabled for the
catalog item.

• Hide Quantity: enable if the Quantity of the catalog item should be hidden.

• Hide Delivery Time: enable if the Delivery Time of the catalog item should be hidden.

• Hide ‘Add to Wish List’: enable if the Add to Wish List button for the catalog item
should be hidden.

• Hide Attachment: enable if the attachment of the catalog item should be hidden.

Related Topics

• Using extension points to extend application functionality

• Using scripted extension points in server-side scripts

• Using UI extension points in server-side UI macros

• Using client extension points in client-side UI scripting

CSM integration with Service Management analytics

Provides indicators on the Customer Service dashboard for incident, problem, change,
and request records associated with customer service cases.

Action indicators are available on the Customer Service dashboards when the
Performance Analytics - Content Pack - Customer Service Management - Advanced
plugin (com.snc.pa.customer_service_advanced) is activated.
Note: Activate the Customer Service with Service Management plugin
(com.sn_cs_sm) and the Customer Service with Request Management plugin
(com.sn_cs_sm_request) to view the related indicators. Without these plugins, the
indicators may not display correctly.
Incident indicators:

• Number of Open Cases with Incident

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• Number of Closed Cases with Incident

Problem indicators:

• Number of Open Cases with Problem

• Number of Closed Cases with Problem

Change indicators:

• Number of Open Cases with Change

• Number of Closed Cases with Change

Request indicators:

• Number of Open Cases with Request

• Number of Closed Cases with Request

Caused By Change indicators:

• Number of Open Cases Caused By Change

• Number of Closed Cases Caused By Change

Agent Workspace for CSM

Agent Workspace for Customer Service Management integrates the platform
functionality specific to tier 1 customer service agents and puts these features into an
easy-to-navigate interface.

Agent Workspace for CSM supports the needs of agents handling customer inquiries,
issues, and cases from multiple sources, including:

• Case agents, who handle cases created from the Customer or Consumer Service
Portals or from inbound emails.

• Phone agents, who handle customer phone inquiries.

• Chat agents, who handle customer chat requests.

Agent Workspace for CSM makes it easy for agents to efficiently manage multiple
cases, accounts, customers, and consumers.

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• The multi-tab interface improves agent productivity by enabling agents to easily

navigate between records.

• The ribbon provides overview information in a way that quickly orients an agent to
case details.

• The intuitive Case form layout minimizes scrolling by displaying case details side-by-side
with the activity stream.

• Agent Assist enables agents to quickly search for information across multiple sources
such as knowledge bases and community sites.

• Agent Intelligence can provide agents with a list of similar cases and can also provide
recommendations about major issues and major cases. For more information, see
Similar case/recommendation.

Plugins

The Customer Service plugin (com.sn_customerservice) activates the CSM Workspace

plugin (com.snc.agent_workspace.csm) and provides the functionality of CSM Agent
Workspace.

Additional plugins are required for phone integration. For details, see Agent Workspace
phone integration.

Related Topics

• Agent Workspace

Agent Workspace for CSM form features

CSM Agent Workspace form features include form headers, agent actions by form,
related lists, account hierarchy, and special handling notes.

Form headers
Form headers provide a quick glance of case, account, or contact information. Form
headers include a primary header and several secondary or subheaders.

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CSM Workspace Case form header

The workspace administrator can configure the information included in the header for
the Case, Account, and Contact forms. For more information, see Configure the form
header for Agent Workspace.

Form Primary Header Secondary Headers

• Account and contact (B2B)

• Consumer (B2C)
Case Short description
• Priority

• State

Account Account Primary contact

Contact Contact Account

Agent actions by form

Actions available to customer service agents appear in the form header as buttons or
menu items. The CSM Workspace plugin [com.snc.agent_workspace.csm] provides the
following actions for customer service agents.
Note: Actions must be enabled for each form in Agent Workspace by the
workspace administrator. For more information, see Enable UI actions for Agent
Workspace.

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Form Actions

• Verify Contact

• Verify Consumer
Interaction
• Create a case

• Create a consumer

Case
• Assign to me

• Accept

• Update or Save

• Request Info

• Propose Solution

• Propose Major Case

• Escalate Case: available to agents with the

sn_customerservice.escalation_requester role

• De-escalate Case: available to agents with the

sn_customerservice.deescalation_requester role

• Create Incident: requires the Customer Service with Service

Management plugin (com.sn_cs_sm), available to agents with
the itil role

• Create Normal Change: requires the Customer Service with

Service Management plugin (com.sn_cs_sm), available to
agents with the itil role

• Create Problem: requires the Customer Service with Service

Management plugin (com.sn_cs_sm), available to agents with
the itil role

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Form Actions
• Create Request: requires the Customer Service with Request
Management plugin (com.sn_cs_sm_request), available to
agents with the itil role

• Create Knowledge: this UI action requires the following:

• Activate the Knowledge Management Advanced Installer

plugin (com.snc.knowledge_advanced.installer)

• Set the sn_customerservice.enable_knowledge_kcs property

to true

• Set the KCS Article template to true (navigate to Knowledge

> Administration > Article Templates)

• Report Knowledge Gap

• Close Case, including:

• Select a resolution code.

• Enable a check box to automatically copy the resolution

notes to the additional comments.

• Update account information

Account • Account Hierarchy

• Create Case

• Update contact information

Contact
• Create Case

Consumer
• Update consumer information

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Form Actions
• Create a case for the consumer

• Update asset information

Asset
• Create a case for the asset

Product Model • Create a case for the product model

Order • Create a case for the order

Service Contract • Create a case for the account

Entitlement • Create a case for the account

Related lists
The following related lists are included on the Case form in CSM Agent Workspace.
Clicking a record in a related list opens that record in a sub-tab.

• Details

• SLAs

• Tasks

• Interactions: stores the channel and direction of each interaction associated with the
case, either inbound or outbound. This related list also appears on the Account,
Contact, and Consumer entity records.

• Emails

• Task Skills

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• Attached Knowledge

• Escalations

• Special Handling Notes List

• Requests

• Appointments

• Social Logs

• Blocked by

Account Hierarchy
From the Account form, customer service agents can click Account Hierarchy to see the
parent-child account relationship in a pop-up window. The account hierarchy is
available for accounts that have a parent or child account.

The account hierarchy uses a tree structure to show the parent, child, and sibling
accounts. The parent view displays the current account, the parent account (if
applicable), and any child or sibling accounts. The full view displays the entire structure
of the organization from the root account.
Note: The account hierarchy is read-only. Agents cannot click an account to view
the account record.

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Special handling notes

Special handling notes bring important information about individual records to the
customer service agent's attention. If special handling notes are available for a record,
these notes are displayed in a pop-up window when the record is opened in CSM Agent
Workspace.

Notes are also available in the Special Handling Notes related list. Agents can see a
priority, short description, and message for each note. Notes are ordered by priority and
use different styles based on priority and type:

• Priority 1 — red

• Priority 2 — yellow

• Priority 3 — green

• Priority 4 — blue

Agents can:

• Dismiss individual notes. When all notes are dismissed, the pop-up window closes.

• Close the window.

In the Special Handling Notes module on the platform:

• Users with the sn_shn.admin role can configure special handling notes and specify
properties.

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• Users with the sn_shn.admin or sn_customerservice_manager roles can create special

handling notes.

Configure service catalogs for CSM Agent Workspace

Customer service agents use service catalogs to fulfill catalog item requests. You can
configure the Service Workspace Portal to use the catalogs that contain the desired
items.

Before you begin

Role required: sp_admin, admin

Procedure

1. Navigate to Service Portal > Portals.

2. Click Service Workspace Portal.

3. Click the Catalogs related list and then click Edit.

Note: If you are not able to edit the Catalogs related list, make sure you are in
the Service Catalog - Service Workspace application.

4. Add the desired catalogs to the Catalogs list (for example, Customer Service).

5. Click Save.
The catalog items belonging to the configured service catalogs are shown in Agent
Workspace.

Using lookup and verify

The lookup and verify feature enables customer service agents to quickly look up
contacts or consumers using information such as the name, phone number, or record
number.

This feature simplifies the process of looking up and verifying contact or consumer
information. Agents can use it as follows:

• If an interaction record is already populated with contact or consumer information

from a chat or phone call, the agent can review the information and confirm that it is
correct.

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• If no customer or consumer information is available, the agent can search for this
information, select and confirm the information. and populate the interaction record.

Note: If this information has already been verified, such as through a customer
portal login or authentication by Virtual Agent or by an IVR, the Verified check box
on the interaction record is enabled.

Agents can use the Lookup Contact and Lookup Consumer buttons on the interaction
record to access the search window. Agents can perform a type-ahead search across
multiple configurable fields such as name, phone number, email address, and record
number. From the search results list, agents can select a result to display detailed
information for the contact or consumer in a verification card. Once verified, the system
adds the information to the interaction record and enables the Verified check box.

Lookup and Verify plugin

Activate the CSM Lookup and Verify (com.snc.sn_csm_lookup_verify) plugin to enable
the lookup and verify feature. This plugin provides the configuration for contact and
consumer lookup as well as Lookup Contact and Lookup Consumer UI actions that can
be added to the interaction record.
Note: These actions are not enabled by default. The workspace admin can
enable these actions as part of the lookup and verify feature configuration.

Contact and consumer configurations

Two lookup and verify configurations are provided with the feature, one for contacts
and one for consumers. Navigate to Agent Workspace > Lookup and Verify >
Configuration to access the Lookup and Verify Configurations list.

For each configuration, the workspace administrator can:

• Enable the configuration and display the related UI action on the interaction record.

• Enter the minimum number of characters to start the type-ahead search.

• Enter the maximum number of search results returned.

• Select the primary and secondary fields to include in the search results.

• Select the fields to display on the verification card.

• View the lookup tables.

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Note: Customers can contact ServiceNow to make changes to the search fields.

Verify Contact and Verify Consumer pop-up windows

Agents search for contact or consumer information using the Verify Contact or Verify
Consumer pop-up windows on the Interaction form. The search field provides type
ahead search that displays results in a list and narrows the results as more characters are
entered. Selecting a result from the list displays more detailed information about the
contact or consumer in a verification card.

The search feature searches multiple configured fields such as name, account, phone
number, and record number.

• For phone numbers and record numbers, it uses an "exact match" search.

• For other fields, it uses a "starts with" search.

Verification cards

After selecting a search result, detailed information about the contact or consumer is
displayed in a verification card. From this card, the customer service agent can review
and confirm the information by clicking Verified.

Tables
The CSM Lookup and Verify plugin adds the following tables:

• Lookup and Verify Configurations (sn_lookup_verify_config)

• Lookup Tables (sn_lookup_verify_search_on_table)

Related Topics

• Select a lookup and verify configuration

Look up and verify a contact or consumer

An agent can look up contact or consumer information from an interaction record,
review and confirm the information, and then populate the information on the
interaction record.

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Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

workspace_admin, admin

About this task

Agents can search for information such as name, phone number, email address, case
number, or order number.

Procedure

1. From the interaction record, click Verify Contact or Verify Consumer.

This action brings up the corresponding Verify Contact or Verify Consumer pop-up
window.

2. In the Look up field, enter information such as the first few letters of a first or last
name or the first few digits of a phone or case number.
This field uses a type-ahead search feature that displays results in a list and narrows
the results as more characters are entered. Multiple display fields in the search
results help to differentiate contacts. When searching for a record number, the
contact or consumer associated with the record is returned in the search results.
Note: Delete characters from the Look up field to clear the search results.

3. Select the desired result from the list.

This action displays information about the selected contact or consumer in a
verification card.

4. Select one of the following actions:

Option Description

Click Verified. If the information is correct, click

Verified. Selecting this option populates
the following fields on the interaction
record:

• For a contact, the Account and

Contact fields are populated.

• For a consumer, the Consumer field

is populated.

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Option Description
Selecting this option also enables the
Verified check box.

Repeat the search. If the contact or consumer information is

not correct, repeat steps 2 and 3 of this
procedure.

Click Cancel. Clicking Cancel closes the pop-up

window. The information on the
interaction record remains unchanged.

5. (Optional) If necessary, click Lookup Contact or Lookup Consumer again and

repeat the search by entering different search information in the Look up field.

6. Click Save.
The system saves the interaction record and refreshes the related lists.

Integration with Service Management applications

Provides an integration between Customer Service Management and the Incident,
Problem, Change, and Request Management applications.

Customer service agents with the itil role can create incident, problem, change, and
request records from open cases in Agent Workspace.

Create a request
Agents can create one or more requests from a case. To create a request from a case
in Agent Workspace:

1. Select Create Request from the Additional Actions menu to open a New Catalog
Item tab.

2. Select the desired item from the catalog and click Order now.

3. Click Checkout on the Order Confirmation pop-up window.

The request number and some request information is displayed, with the option to view
additional details or close the window. Clicking View details opens the request record.

Information about the request is added as follows:

PDF generated on May 21, 2019 52

• An update with the request number is added to the case work notes.

• The request record is added to the Requests related list.

• Updates to the Additional comments on the request record are copied to the case
work notes.

Create an incident

Agents can create one incident from a case or associate one existing incident to a
case. To create an incident from a case in Agent Workspace, select Create Incident
from the Additional Actions menu to open an Incident record in a new tab.

The following information is copied from the case to the incident record:

Case fields Incident fields

Short description Short description

Default impact Impact

Urgency Urgency

Contact Caller

Configuration item (if available) Configuration item

Information about the incident is added as follows:

• An update with the incident number is added to the case work notes.

• The incident is added to the Incident field in the Related Records form section on the
case form.

• Updates to the work notes on the incident are copied to the case work notes.

Create a change

Agents can create one change from a case or associate one existing change to a
case. To create a change from a case in Agent Workspace, select Create Normal
Change from the Additional Actions menu to open a Change record in a new tab.

The following information is copied from the case to the change record:

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Case fields Change fields

Short description Short description

Description Description

Impact Impact

Urgency Urgency

Priority Priority

Company Company

Contact Caller

Configuration item
Note: The change manager can
update the configuration item on the
Configuration item (if available)
change record. If the configuration
item is not available, the agent can
also manually update this information.

Information about the incident is added as follows:

• An update with the change number is added to the case work notes.

• The change is added to the Change Request field in the Related Records form section
on the case form.

• Updates to the work notes on the change are copied to the case work notes.

• If a change is put on hold, the hold reason is also copied to the case work notes.

Create a problem

Agents can create one problem from a case or associate one existing problem to a
case. To create a problem from a case in Agent Workspace, select Create Problem
from the Additional Actions menu to open a Problem record in a new tab.

The following information is copied from the case to the problem record:

PDF generated on May 21, 2019 54

Case fields Incident fields

Short description Problem statement

Impact Impact

Urgency Urgency

Priority Priority

Company Company

Configuration item (if blank on case,

Configuration item (if available) agent can manually update on problem
record)

Case sys_id (if the

com.snc.best_practice.problem.madrid First reported by
plugin is activated)
Information about the problem is added as follows:

• An update with the problem number is added to the case work notes.

• The problem is added to the Problem field in the Related Records form section on the
case form.

• Updates to the work notes on the problem are copied to the case work notes.

Related Concepts

• Customer Service integration with Service Management

Case action status in CSM Agent Workspace

In Agent Workspace, customer service agents can use the case action status feature to
easily identify cases that need attention.

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Action Status column

This feature enables customer service agents to easily identify cases that need attention
and quickly prioritize their work. Visual indicators in the Action Status column on the My
Cases and My Open lists highlight case status:

• A blue indicator highlights cases that need attention, such as cases that have been
updated by customers or internal users and are waiting for input or review.

• A red indicator highlights cases that are blocked, such as cases that have open
related task records or are waiting for customer feedback. Blocked cases can have
the following status:

• Blocked by task

• Blocked by customer

• Blocked internally and by customer

In addition to the colored indicators, the Action Status column also displays a brief status
message.

Blocked by related list

The case action status feature adds the Blocked by related list to the workspace view of
the Case form. Blocking tasks for a case appear in this list. When the system adds a
blocking task to a case, it also adds one of the following blocking reasons:

• Need information from the customer

• Need task resolution

• Need PRB workaround

• Other

Note: When a problem is associated with a case, the blocking reason is set to
Needs task resolution. The agent can update this reason to Need PRB workaround if
necessary.
When a blocking task is resolved:

• The Unblocked By field displays the user who performed the unblocking action.

• The Unblocked On field displays the date that the blocking task was resolved.

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• The Needs Attention field for the case is enabled.

Notifications
Agents can receive notifications on their preferred channel when a blocking task for an
assigned case is resolved. Agents can also receive notifications when the Needs
Attention field for an assigned case is enabled.
Note: Notifications are not sent to the user who updated the record.

Users with the admin role can configure notification triggers by navigating to Agent
Workspace > Notification Triggers > Case Action Status Trigger.

Related Concepts

• Case action status

Report a knowledge gap

If you cannot find relevant knowledge articles that could help resolve a case, you can
report a knowledge gap.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

workspace_admin, admin

About this task

You can search for and attach knowledge articles to a case. If you cannot find any
relevant articles, you can either create a knowledge article (if you have permission) or
report a knowledge gap.

Procedure

1. From the Case form, click the More UI Actions button.

2. Click Report Knowledge Gap.

This creates a new knowledge feedback task in a sub-tab. The short description from
the case is copied to the Description field on the task.

3. (Optional) Edit the task description.

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4. Click Save.
The knowledge feedback task is saved and added to the Knowledge Gaps related
list.

Create a knowledge article from a customer service

case
Reuse information from a customer service case by creating knowledge articles from
cases.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

workspace_admin, admin

About this task

Your administrator must enable creation of articles from customer service cases.

Procedure

1. From the Case form, click the More UI Actions button.

2. Click Create Knowledge Article.

This creates a new knowledge article in a sub-tab. By default, the new article is
created from the KCS Article template. The following information is copied from the
case to the knowledge article:

• Short description

• Source

• Cause

• Close notes

3. In the Knowledge base field, enter the name of the knowledge base in which you
want this article to display.

4. (Optional) Edit the knowledge article.

5. Click Save.

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Open a knowledge article in a sub-tab

Search for a knowledge article in Agent Assist and then open the article in a sub-tab.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

workspace_admin, admin

Procedure

1. Open a customer service case.

2. In the Agent Assist panel, select an article from the default search or search for
something specific using the search bar.

3. Click the article link to open the article in a new sub-tab of the parent case.

Manage skills for a customer service case

Add or remove optional and mandatory skills for a customer service case.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

workspace_admin, admin

About this task

Agents can also change a skill between mandatory and optional.

Procedure

1. Open the desired case.

2. Click the Task Skills related list.

3. To create a new skill:

a. Click New.

b. Select a skill in the Skill field.

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c. If mandatory, click the Mandatory check box.

d. Click Save.

4. To switch a skill between optional and mandatory:

a. Click the desired skill.

b. Enable or disable the Mandatory check box.

c. Click Save.

Components installed with Agent Workspace for CSM

Several types of components are installed with the Agent Workspace for CSM
application.

Roles

The Workspace agent role (workspace_agent) is added to the Service Management

agent (sn_esm_agent) role. The role is required to access Agent Workspace for CSM.

Form views

Customer service agents see forms in the CSM Workspace form view (workspace_csm),
if they exist for certain record types. Otherwise, agents see forms in the Workspace form
view.

Tables

In Agent Workspace for CSM, a number of Customer Service Management tables are
provided with the Workspace and CSM Workspace view layouts.

Tables in Workspace view

Agent Workspace for CSM provides the Workspace view for the following tables:

• Case (sn_customerservice_case)

• Consumer (csm_consumer)

• Account (customer_account)

• Contact (customer_contact)

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• Account Relationship (account_relationship)

• Asset (alm_asset)

• Contract (ast_contract)

• Product Model (cmdb_model)

• Entitlement (service_entitlement)

• Task (sn_customerservice_task)

• Appointments (sn_customerservice_appointment)

• Contact Relationship (sn_customerservice_contact_relationship)

• Escalation (sn_customerservice_escalation)

• Order (csm_order)

• Order Case (csm_order_case)

• Special Handling Notes (sn_shn_notes)

• Order Line Item (csm_order_line_item)

• Asset Contact (sn_customerservice_m2m_asset_contact)

• Account Team Member (sn_customerservice_team_member)

• Social Profiles table (sn_app_cs_social_social_profile)

• Social Logs table (sn_app_cs_social_social_log)

• Knowledge Applied to Tasks table (m2m_kb_task)

Tables in CSM Workspace view

Agent Workspace for CSM provides the CSM Workspace view (workspace_csm) for the
following tables:

• Interaction (interaction)

• Location (cmn_location)

The CSM Workspace view for these tables is similar to the respective default platform
interface view.

PDF generated on May 21, 2019 61

Lists
The list categories and filtered lists that have been configured for customer service
agents in Agent Workspace for CSM.

List Category Filtered Lists Description

Cases assigned to the customer service

Cases My Cases
agent.

Open cases assigned to the customer

My Open
service agent.

Cases that belong to any of the customer

Unassigned for my
service agent's groups but have not been
groups
assigned to an agent.

All All customer service cases.

Customer Accounts A list of customer accounts.

Partners A list of partner accounts.

Contacts A list of customer contacts.

Interactions that are assigned to the

customer service agent (agent's name
Interactions My Interactions
appears in the Assigned to field on the
interaction record).

Knowledge articles authored by the

customer service agent (agent's name
appears in the Author field).
My Knowledge Note: This list appears in the list panel
Knowledge
Articles when the Knowledge Management
Advanced Installer plugin
(com.snc.knowledge_advanced.install
er) is activated.

Assigned to my Catalog tasks assigned to the current

Catalog Tasks
groups agent's groups.

PDF generated on May 21, 2019 62

Note: Additional filtered lists appear in the list panel when a customer service
agent also has the itil role.

Set up customer information

An overview of the tasks involved in setting up customer information.

Before you begin

Role required: admin

Procedure

1. Set up associated entities.

The customer service case is the primary entity of the Customer Service
Management application and is used to track and resolve customer questions or
issues. Customer information is linked to a case using associated entities such as
accounts, assets, and service contracts. This provides the customer service agent
with easy access to the information necessary to resolve customer issues.

• Create an account.

• Create a contact.

• Create a service contract.

• Create an entitlement.

• Associate an entitlement with an entity.

• Create an asset.

• Create a product model.

• Define an SLA.

• Create a consumer record.

2. Set up customer relationships.

You can establish different types of customer relationships to make account and
asset management easy and flexible.

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• Use a bi-directional account relationship to establish a relationship between two

accounts.

• Create an account relationship type.

• Create an account relationship record based on an account relationship

type.

• Use a hierarchical account relationship to create a parent-child relationship

between two or more accounts.

• Create an account hierarchy.

• Use a contact relationship to add a contact from a third account to either of

the accounts in an established account relationship.

• Create a contact relationship.

3. Set up account teams.

Create teams to support customer accounts by creating specific support roles and
then assigning employees to those roles.

• Create a responsibility definition.

• Assign a team member to an account.

4. Set up asset contact relationships.

To limit access to an asset, create an asset contact relationship and assign the asset
to one or more customer contacts. Then enable the associated property to restrict
access to the asset information to the assigned contacts.

• Assign a primary contact to an asset.

• Assign additional contacts to an asset.

• Enable the asset contact relationship property.

Note: The customer administrator can also assign a contact to an asset from
the customer portal.

• Set up associated entities

The Customer Service Management application uses several associated entities, or

reference entities, to link customer information with a customer service case.

• Set up customer relationships

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The Customer Service Management application provides the ability to establish

different types of relationships between partners, customers, and contacts.

• Set up account teams

Account teams are made up of both employees and customer contacts who fulfill
specific jobs or roles for a particular account.

• Set up asset contact relationships

Assign an asset to a customer contact who is responsible for managing that asset.

Set up associated entities

The Customer Service Management application uses several associated entities, or
reference entities, to link customer information with a customer service case.

The customer service case is the primary entity of the Customer Service Management
application and is used to track and resolve customer questions or issues. Customer
information is linked to a case using associated entities such as accounts, assets, and
service contracts. This provides the customer service agent with easy access to the
information necessary to resolve customer issues.

• Customer information

Customer information includes the account and contact information for a customer or
partner.

• Contracts and entitlements

Contracts and entitlements define the type of support that a customer receives.

• Products and assets

Products and assets identify the product models and individual product instances
owned by a customer.

• Service level agreements

A service level agreement (SLA) is a record that specifies the time within which service
must be provided.

• Consumer information

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Consumer information includes the name, phone number, and one or more addresses
for a consumer.

Customer information
Customer information includes the account and contact information for a customer or
partner.

An account is a supported external customer and the Account form stores the
customer's information, including the company name, contact names, addresses,
phone numbers, and web and email addresses. An account can be a customer
account, a partner account, or both.

A contact is a user who is an employee of an account. A contact record stores

information about a contact, such as the name, phone number, email and web
address. An account can have multiple contacts but a contact can be associated with
only one account. A contact can have one or more associated assets and service
contracts. A contact can also have a user ID and can log in to the customer portal.

An account can have one or more associated assets, service contracts, entitlements,
and SLAs. An account can also be associated with the following entities:

• case

• contact

• service contract

• entitlement

• asset

A partner is a supported external customer that, in turn, sells to and supports one or
more customers. A partner account record stores information about a partner's
company, similar to a customer account. On a partner account record, the Partner field
is enabled. A partner can report and manage cases on behalf of customers. A partner
can also be a customer.

Create a customer or partner account

Use this procedure to create either a customer or partner account.

PDF generated on May 21, 2019 66

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

1. Do one of the following:

• To create a customer account, navigate to Customer Service > Customer >

Accounts.

• To create a partner account, navigate to Customer Service > Customer >

Partners.

2. Click New.

3. Fill in the fields on the Account form, as appropriate.

Account form

Field Definition

Name The name of the company.

The automatically generated account

Number
number for this customer.

The name of a user who is the main

Primary Contact
contact for this company.

The parent account for this account.

Parent Account Use this field to create an account
hierarchy.

Registration Code A unique code for this account. The

customer administrator can provide this
code to customers for use when
requesting a login on the customer
portal. The registration code provides a
method for validating the customer and
the company before the login request is
granted.

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Field Definition
Enter an alphanumeric code in this field
or click the Generate Code icon to
generate a unique code.

Denotes this account as a customer, as

opposed to a partner. If creating a
Customer
customer account, this field is enabled
by default.

Denotes this account as a partner. A

partner can report and manage cases
Partner on behalf of customers. A partner can
also be a customer. If creating a partner
account, this field is enabled by default.

Website The web address for the company.

Phone The phone number for the company.

Street The street address of the company.

The city in which the company is

City
located.

The state or province in which the

State/Province
company is located.

The zip code or postal code for the

Zip/Postal code
company.

The country in which the company is

Country
located

Any additional information about the

Notes
company.

4. Click Submit.

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Import customer account information

After importing customer account information, update the

com.snc.cs_base.last.generated.code.tree.path property with the correct account
code value.

The com.snc.cs_base.last.generated.code.tree.path system property stores the Account

Code value for the most recently created customer account in the Account
(customer_account) table.

When you create a new customer account record, the system uses this property to
determine a unique account code value for the account. The property is then updated
with this latest assigned value so that the next account code value can be set as a
unique value for the next account record insert.

The value of the com.snc.cs_base.last.generated.code.tree.path property must match

the value of the Account Code field for the last inserted customer account record.
When you create customer account records by importing data from other sources or
instances, these values can get out of sync. If these values do not match, the system
generates an error upon creation of the next new record in the Account table:

java.sql.BatchUpdateException: Duplicate entry for key account_path

To fix this error:

1. Determine the account code for the last created account.

2. Navigate to the System Property [sys_properties] table.

3. Set the com.snc.cs_base.last.generated.code.tree.path property to that value.

Create a contact

Use this procedure to create contact information for an account.

Before you begin

Role required: sn_customerservice_manager, admin

About this task

A contact is a user in the system. If you create a contact, that person is also added to
the User list.

PDF generated on May 21, 2019 69

Procedure

1. Navigate to Customer Service > Customer > Contacts.

2. Click New.

3. Enter the requested contact information, such as the name, email address, and
phone number.

4. Enter the name of the contact's company in the Account field.

5. Select the Timezone.

6. Select a Notification setting.

7. Click Submit.

Create additional account addresses

An account can have multiple addresses, such as a main address as well as shipping
and billing addresses.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

The main address for an account is stored in fields on the Account form. Shipping and
billing addresses for an account are created and stored in the Addresses related list. An
account can have multiple shipping and billing addresses.

Procedure

1. Navigate to Customer Service > Customer > Accounts.

2. Click the number of the desired account.

3. In the Addresses related list, click New.

4. Fill in the fields on the Location form.

5. Select an address type, either Billing or Shipping.

6. (Optional) Enable the Primary field.

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If you have multiple billing or shipping addresses, use this field to designate one as
the primary address.

7. Click Submit.

Contracts and entitlements

Contracts and entitlements define the type of support that a customer receives.

Service contracts

A service contract record stores information about the type of support that is provided
to a designated company. A contract can include a company and contact and the
specific assets that are covered. A contract can also include multiple service
entitlements and SLAs.

The Customer Service Management application leverages the existing ServiceNow

Contract application to create and maintain service contracts. The Customer Service
Management application uses the Contract form and adds the Company field so
customer service agents can quickly see the company associated with a contract.

Entitlements

An entitlement defines the type of support that a customer receives as well as the
supported communication channels. An entitlement can be associated with a product,
an asset, an account, or a contract.

An entitlement check is performed when a case is opened. This check takes into
consideration the existing cases for the specific account, product, asset, and service
contract. Entitlements can have associated workflows that drive recommended
activities for a case.

Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement
form defines the unit type, either cases or hours.

Entitlements can also be tracked on a per unit basis. The Total Units field defines the total
number of cases or hours available for this entitlement and the Remaining Units field
tracks the number of units remaining. These counters are active if the Per Unit field is
enabled.

The Remaining Units field is updated using business rules.

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• When using cases as the unit type, the Update case entitlement on Close business rule
updates this field when a case for a product, asset, company, or contract that has an
associated entitlement is closed.

• To use hours as the unit type, customers must create a separate business rule. For
example, create a rule that is applied to the amount of time an agent spends on a
case. When a case is resolved, deduct the hours spent from the total service hours
available in the entitlement.

Keep these guidelines in mind as you create entitlements.

• Product entitlements: when creating an entitlement for a product, select the product
from the Product field. If you select only a product and not a company, contract, or
asset, this creates a generic entitlement and the entitlement counter fields cannot be
used.

• Asset entitlements: when creating an entitlement for an asset, select a company first
and then the only assets that are shown are those belonging to that company.

• Contract entitlements: when creating an entitlement for a contract, select the

contract and then the assets that are covered as a contract line item. The resulting
contract entitlement is valid for the assets listed within that contract.

Create a service contract

Create a service contract for a customer account.

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

1. Navigate to Customer Service > Contracts > Service Contracts.

2. Click New.

3. Fill in the fields on the Contract form, as appropriate.

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Contract form

Field Definition

The automatically created contract

Number
number.

The name of the company associated

Account
with this contract.

The individual who is responsible for

Contract administrator
managing the contract.

The user who approves or rejects the

Approver
contract.

The number assigned to the contract by

Contract number
the customer.

The current state of the contract:

• Draft

State • Active

• Expired

• Canceled

Starts The date that the contract starts.

Ends The date that the contract ends.

Short description A brief description of the contract.

4. Click Submit.
You can also click Submit For Review to place the contract in the Draft state and
send an email to the Approver to review the contract.

Approve a service contract

Approve a service contract for a customer account.

PDF generated on May 21, 2019 73

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

1. Navigate to Self-Service > My Approvals.

2. Select a contract for review from the Approvals list that has a state of Requested.

3. Review the contract details in the summary at the bottom of the approval form.

4. Add review comments to the Comments field.

5. Click one of the following:

Option Description

Approve The review state changes to Approved

on the Approvals list.

Reject The review state changes to Rejected

on the Approvals list. If you reject a
contract, you must enter a rejection
reason in the Comments field.

Create an entitlement for a customer service entity

Create an entitlement for a customer service entity.

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

1. Navigate to Customer Service > Contracts > Entitlements.

You can also create an entitlement from the Entitlements related list on the Account
and Contract forms.

2. Click New at the top of the Entitlements list.

3. Fill in the fields on the Entitlement form.

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Service Entitlement form

Field Definition

Name The name of the entitlement.

The product model associated with this

Product
entitlement.

The name of the account associated

Account
with this entitlement.

The contract number associated with

Contract
this entitlement .

The asset tag number or the serial

Asset number of the asset associated with this
entitlement.

Check this box to enable the

entitlement. Active entitlements are
Active
available for selection when creating a
new case.

One or more communication channels

associated with this entitlement.

• Email
Channel
• Web

• Phone

• Chat

The schedule associated with this

Business hours
entitlement.

Start date The start date for this entitlement.

End date The end date for this entitlement.

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Field Definition

The total number of units designated for

Total Units this entitlement. This field is active if the
Per unit check box is enabled.

The number of available units that are

remaining for this entitlement. This field is
active if the Per unit check box is
enabled.
This field is updated using business rules.

• When using cases as the unit type,

the Update case entitlement on
Close business rule updates this field
when a case for a product, asset,
Remaining Units company, or contract that has an
associated entitlement is closed.

• To use hours as the unit type,

customers must create a separate
business rule. For example, create a
rule that is applied to the amount of
time an agent spends on a case.
When a case is resolved, deduct the
hours spent from the total service
hours available in the entitlement.

The type of unit being measured for this

Unit
entitlement: Cases or Hours.

Select this check box to enable unit

Per unit counters. If enabled, the Total Units and
Remaining Units fields are activated.

4. Click Submit.

Associate an entitlement with an entity

Associate an entitlement with a customer service entity such as an account, contract,

asset, or product.

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Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Contracts > Entitlements.

2. Select an entitlement from the Entitlements list.

3. Click the lookup icon to the right of one of the Product, Account, Contract, or Asset
fields.

4. Select the desired entity from the list.

Note: If you select an entity in more than one of the fields listed above, the
selections available in subsequent fields are filtered by the selections already
made.

5. Click Update.

Products and assets

Products and assets identify the product models and individual product instances
owned by a customer.

With the Customer Service Management application, you can configure product
models and assets.

A product is a good or a service that a company sells to and supports for their
customers. A product has specific features or components which determine the agents
best qualified to provide support. A product model is a specific version or configuration
of a product. A product can be installed at a customer site or in-house with access
provided on a subscription basis.

An asset is a specific product instance that is supported for a customer. Assets can have
serial numbers or asset tag numbers and can be allocated to individual accounts or to
a contact within an account. Assets can also have associated support contracts.

Customer Service Management leverages the Asset application to create and maintain
assets.

PDF generated on May 21, 2019 77

Create a product model

Create a record for a type of product that your company sells and supports.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Products > Product Models.

2. Click New.

3. Select the type of product model to create:

• Application Model

• Consumable Model

• Contract Model

• Software Model

• Bundle

• Consumable

• Contract

• Facility

• Hardware

• Software

4. Fill in the fields for the selected product model, as appropriate

See Model form fields for field descriptions.

5. Click Submit.

Create an asset

Create a record for a specific instance of a product.

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Before you begin

Role required: sn_customerservice_manager or admin

Procedure

1. Navigate to Customer Service > Products > Assets.

2. Click New.

3. Select the type of asset to create:

• Hardware

• Software License

• Consumable

• License

• Facility

4. Fill in the fields for the selected asset type, as appropriate.

Asset record fields

Field Description

Name of the asset as it appears in

record lists. Automatically set when
Display name
asset is created, based on Asset Tag
and Model fields.

Model grouping of the asset. Based on

Model category the model category selected, the asset
can be linked to a configuration item.

Model Specific product model of the asset.

Configuration Item CI automatically created when this

asset is created. The name that appears
in this field is based on Model category
and Model. Point to the reference icon

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Field Description

( ) to see the configuration item

details inherited from the asset record.

Number of items this asset represents. An

asset always has a quantity of one
unless one or more of these points are
true.

• It is a consumable. Quantity is
unrestricted because consumables
are tracked in groups.
Quantity
• It is pre-allocated. Quantity is
unrestricted when Model category
and Model are defined and
Substate is set to Pre-allocated.

• It has no model and no model

category.

General

Alphanumeric information assigned by

Asset tag your organization to help track the
asset.

Current state of the asset, such as On

State
order or In use.

Current stockroom in which the asset is

Stockroom
physically located.

Person for whom the asset has been

Reserved for ordered. This field is visible when the
asset state is On Order.

Person using or primarily responsible for

Assigned to this item. This field is visible when the
asset state is In Use.

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Field Description

Person who maintains the asset. This can

Managed by be different from the person in the
Owned by field.

Person who has financial ownership of

Owned by the asset. This can be different from the
person in the Managed by field.

Parent asset of the asset. For example, a

monitor or peripheral can have a
workstation as their parent asset. When
a parent link is defined, the fields related
to assignment and state of the child
Parent
assets is set to read-only and are
populated based on the parent
assignment and state fields. For more
information, see Creating Bundled
Models.

Asset group, for example, base,

Class
hardware, license, or consumable.

Serial number Serial number of this asset.

Current substate of the asset. The

available substate settings depend on
the state selected. For example, the
Substate
Retired state contains the Substate
options Disposed, Sold, Donated, and
Vendor credit.

Location Current physical location of the asset.

Department Department to which the asset belongs.

Company or organization to which this

Company
asset belongs.

Date on which the asset was assigned

Assigned
to a user.

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Field Description

Installed Date on which the asset was installed.

Information about the asset that would

Comments
be helpful for others to know.

Financial

Purchase order under which the asset

PO number
was purchased.

Order received Date on which the asset was received.

Requested item to which the asset is

Request line
linked.

Purchase order line item to which the

Purchase order line
asset is linked.

Receiving slip line to which the asset is

Receiving line
linked.

Invoice under which the asset was

Invoice number
billed.

Cost Price at which the asset was purchased.

Vendor from which the asset was

purchased. For assets automatically
created from purchase orders in
Vendor
Procurement, the default value of the
Vendor field is the vendor specified on
the purchase order.

Date on which the asset was

Purchased
purchased.

Ordered Date on which the asset was ordered.

Opened Date on which the requested item

record was opened. The system

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Field Description
automatically populates the field when
a request line is specified.

General ledger account number with

GL account
which the asset is associated.

Group financially responsible for the

Cost center
asset.

How the asset was acquired. Base

system choices are Purchase, Lease,
Rental, and Loan.
Acquisition method
For assets automatically created from
purchase orders in Procurement, the
default value is Purchase

The type of expenditure.

• Capex: Capital expenditure is a

one-time expenditure, where the
value is realized over the years. For
Expenditure type
example, a photocopier.

• Opex: Operational expenditure is an

on-going expenditure. For example,
toners for the photocopier.

Disposal

Text explaining why the asset is being

Disposal reason
retired.

Organization that receives the asset

Beneficiary
when it is retired.

Value of the asset when it is retired. For

Resale price example, if the asset is donated, the
value used when reporting taxes.

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Field Description

Scheduled date on which the asset is

Scheduled retirement
retired.

Actual date on which the asset was

Retired date
retired.

Depreciation

Depreciation method that is applied.

Base system choices are Declining
Depreciation Balance and Straight Line. The
depreciation value is defaulted from the
associated Model.

Date on which the specified

Depreciation effective date
depreciation method begins.

Estimated value of an asset at the end

Salvage value of its useful life. This value must be less
than or equal to the Cost of the asset.

Number of days that have passed since

Residual date
the Depreciation effective date.

Value in the Cost field with the

Residual value
depreciation method applied.

List of all fixed assets that contain the

asset. To add the asset to another fixed
asset, double-click in the Fixed asset
Covered by Fixed Asset
column, click the reference lookup icon,
select an asset, and click the green
check mark.

Contracts

Name of the lease contract that applies

Lease contract
to the asset.

Warranty expiration Expiration date of the asset warranty.

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Field Description

Group managing the contract covering

Support group
the asset.

Person managing the contract covering

Supported by
the asset.

Entitlements (available for hardware assets)

Software asset license entitlements

Hardware Entitlements
associated to the asset.

Device Entitlements (available for software assets)

Condition that a configuration item

must satisfy to be granted entitlement
Allocated condition
for this license (available for software
entitlements).

Software license entitlements associated

Device Entitlements
to the asset.

User Entitlements (available for software assets)

Condition that a user item must satisfy to

Assigned condition be granted entitlement for this license
(available for software entitlements).

User license entitlements associated to

User Entitlements
the asset.

Activities

Work notes Work notes are updated for the

following cases:

• Updates to Assigned To, Managed

To State, Substate, and Reserved
fields of asset. The columns for these
fields are audited by default and
any update is recorded in the work
notes.

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Field Description
• Work notes for hardware and
software assets are updated when
asset is received by a purchase
order and transfer order. These work
notes help in tracking life cycle of
the asset.

Click to calculate the depreciation

Calculate Depreciation
amount and residual value.

Click to delete the assets and not the

Delete Assets Only
associated CI.

5. Click Submit.

Service level agreements

A service level agreement (SLA) is a record that specifies the time within which service
must be provided.

The Customer Service Management application uses the standard ServiceNow SLA with
customer service cases. An SLA can be attached to a service contract, to a company,
and to a product and can be configured to start, pause, and stop based on any
customer service case attributes.

Define an SLA for a customer service case

The system administrator can define a new service level agreement (SLA) for a customer
service case.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Cases > All.

2. Select the desired case from the Cases list.

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3. From the SLAs related list, click New.

4. Fill in the fields on the Task SLA form.

5. Click Submit.

Consumer information
Consumer information includes the name, phone number, and one or more addresses
for a consumer.

Create a consumer record

Consumer service agents and managers can create a consumer record from the
Customer Service Management application.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager or

admin

Procedure

1. Navigate to Customer Service > Customer > Consumers

2. Click New.

3. Fill in the fields on the Consumer form as necessary.

4. Fill in the fields on the Primary Address tab.

A consumer can have multiple addresses but only one primary address. The primary
address is stored in the Primary Address tab on the Consumer form and in the
Addresses related list.

5. If desired, set any of the fields on the Preferences tab.

6. Click Submit.
The record is added to the Consumers table (csm_consumer). The primary address is
added to the Addresses related list and the Primary field is set to true.

Create additional consumer addresses

Consumers can have multiple addresses, including one primary address.

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Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or

admin

About this task

The primary address is stored in the Primary Address tab on the Consumer form and in
the Addresses related list. Additional addresses, such as billing and shipping addresses,
are created and stored in the Addresses related list.

When you fill in the fields in the Primary Address tab and click Submit, this information is
added to the Addresses related list as the primary address. Any changes made to the
primary address are updated in both places.

For the primary address, the Primary field is set to true. For other addresses in the list, this
field is set to false. A consumer can have only one primary address.

Procedure

1. Navigate to Customer Service > Customer > Consumers.

2. Click the number of the desired consumer.

3. In the Addresses related list, click New.

4. Fill in the fields on the Location form.

5. To denote this address as the primary address for the consumer, enable the Primary
check box.
A consumer can have multiple addresses but only one primary address.

6. Click Submit.

Set up customer relationships

The Customer Service Management application provides the ability to establish different
types of relationships between partners, customers, and contacts.

These relationships make account and asset management easy and flexible. The
following types of customer service relationships are available.

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Customer service relationships

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• Bi-directional account relationships

Create account relationships between two customer accounts or between a partner

account and a customer account.

• Account hierarchy

Use the account hierarchy feature to create a parent-child relationship between

accounts.

• Contact relationships

Use a contact relationship to add a contact from a different account to either of the
accounts in an established account relationship.

Bi-directional account relationships

Create account relationships between two customer accounts or between a partner
account and a customer account.

The system administrator can create account relationships by:

• Defining the types of relationships that exist between your partners and customers.

• Using these defined relationship types to create relationship records between selected
accounts.

Once an account relationship record is created, it can be viewed on the Account form
for either account in the Account Relationships related list.

For relationships between a partner account and a customer account, partner account
contacts with the partner role or the partner administrator role can create and manage
cases for their customer accounts.

• Account relationship types

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An account relationship is based on a defined account relationship type. Users with

the system administrator role can define two types of relationships: partner-to-account
and account-to-account.

• Account relationship records

Once an account relationship type has been defined, users with the customer service
manager role can use it to create relationship records between specific accounts or
partners.

An account relationship is based on a defined account relationship type. Users with the
system administrator role can define two types of relationships: partner-to-account and
account-to-account.

There is one default account relationship type provided for partner accounts. The
system administrator can create additional account relationship types by defining the
following information:

• A unique name that identifies the relationship type.

• The type of source account, either an account or a partner.

• The type of target account, either an account or a partner.

• The relationship name between the source account and the target account.

• The reverse relationship name between the target account and the source account.

Account Relationship Type form

The system administrator can also update and delete account relationship types.

Create an account relationship type

Create an account relationship type by defining the types of source and target
accounts and providing a name for the relationship between these accounts.

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Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Administration > Account Relationship Types.

2. Click New.

3. Fill in the fields on the Account Relationship Type form.

Account Relationship Type form fields

Field Definition

A unique name that identifies the type

Relationship type of relationship. For example, Service
Provider.

The type of source account for this

From relationship type; can be either an
account or a partner.

A text field where you can name the

relationship from the source account to
Relationship
the target account. For example,
Service provider for.

The type of target account for this

To relationship type; can be either an
account or a partner.

A text field where you can name the

reverse relationship from the target
Reverse relationship
account to the source account. For
example, Customer of.

Active Sets the account relationship type as

active or inactive. Active account
relationship types can be used to create
account relationship records.

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Field Definition
An account relationship type can be set
to inactive at any time.

4. Click Submit.
The new account relationship type appears on the Account Relationship Types list.

Edit an account relationship type

Edit an existing account relationship type by changing the types of source and target
accounts and the name of the relationship between these accounts.

Before you begin

Role required: admin

About this task

When updating an existing account relationship type, if that account relationship type is
currently being used by any account relationship records, then the Relationship and
Reverse relationship fields in those records are automatically updated.

Procedure

1. Navigate to Customer Service > Administration > Account Relationship Types.

2. Select a relationship type from the Account Relationship Types list.

3. Make the desired changes to the fields on the Account Relationship Type form.
Account Relationship Type form fields

Field Definition

A unique name that identifies the type

Relationship type of relationship. For example, Service
Provider.

The type of source account for this

From relationship type; can be either an
account or a partner.

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Field Definition

A text field where you can name the

relationship from the source account to
Relationship
the target account. For example,
Service provider for.

The type of target account for this

To relationship type; can be either an
account or a partner.

A text field where you can name the

reverse relationship from the target
Reverse relationship
account to the source account. For
example, Customer of.

Sets the account relationship type as

active or inactive. Active account
relationship types can be used to create
account relationship records.
Active
An account relationship type can be set
to inactive at any time.

4. Click Update.

Delete an account relationship type

Delete an account relationship type.

Before you begin

Role required: admin

About this task

If there are no account relationship records that use the account relationship type, then
it is simply deleted.

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If there are active account relationship records that use the account relationship type,
an attempt to delete that relationship type results in a warning message. Deleting an
account relationship type also deletes the relationship records based on that type.
Note: Account relationship types can be set to inactive at any time.

Procedure

1. Navigate to Customer Service > Administration > Account Relationship Types.

2. Select a relationship type from the Account Relationship Types list.

3. Click Delete.

4. Click Delete again in the confirmation pop-up window.

Once an account relationship type has been defined, users with the customer service
manager role can use it to create relationship records between specific accounts or
partners.

An account relationship record includes the following information:

• A source account, selected in the Account From field.

• A target account, selected in the Account To field.

• The account relationship type that this relationship record is based on.

• The relationship and the reverse relationship of the selected accounts.

Once a relationship record has been created, you can see the relationship from either
account:

• The relationship (Account From > Account To) appears in the Account Relationships
related list on the source account record.

• The reverse relationship (Account To > Account From) appears in the Account
Relationships related list on the target account record.

Select the account relationship record from either account to see the Account
Relationship form.

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Account Relationship form

The system administrator and the customer service manager can create and delete
account relationship records as well as view all relationship records based on a specific
account relationship type.

When a relationship is deleted, the reverse relationship is also deleted.

View account relationship records

View the account relationship records that use a specific account relationship type.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

This information appears as a related list on the Account Relationship Type form. This list
shows the source account (Account From field) and the target account (Account To
field) for each account relationship record.

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Procedure

1. Navigate to Customer Service > Administration > Account Relationship Types.

2. From the Account Relationship Types related list, select a relationship type.
The account relationship records that use the selected account relationship type
appear in the Account Relationships related list.

Create an account relationship record

Create an account relationship record by selecting the account relationship type and
then selecting the accounts.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

The system administrator can create a relationship record for an account from the
Account Relationships related list on the Account Relationship Type form.

The customer service manager and the system administrator can create a relationship
record for an account from the Account Relationships related list on the account or
partner record.

Procedure

1. Navigate to Customer Service > Customer > Accounts or Partners.

2. Select an account.

3. From the Account Relationships related list, click New.

4. Fill in the fields on the Account Relationship form.

Account Relationship form fields

Field Definition

Account From The source account for this relationship.

If you are creating the relationship from
an account or partner record, this field is

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Field Definition
automatically filled in; otherwise, make
a selection from the Accounts list.

Select the account relationship type for

this record. If you are creating the
record from an Account Relationship
Type form, this field is automatically filled
Relationship Type
in. Otherwise, make a selection from the
Account Relationship Types list, which
shows all active account relationship
types.

Account To The target account for this relationship.

5. Click Submit.
Once a relationship record has been created, it appears in two places:

• The relationship appears in the Account Relationships related list on the source
account record.

• The reverse relationship appears in the Account Relationships related list on the
target account record.

Delete an account relationship record

Deleting a relationship record for an account also deletes the reverse relationship
record.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

The system administrator can delete a relationship record for an account from the
Account Relationships related list on the Account Relationship Type form.
The customer service manager and the system administrator can delete a relationship
record for an account from the Account Relationships related list on the account or
partner record.

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Note: Deleting a relationship record does not have any impact on customer
service cases that refer to the relationship record.

Procedure

1. Navigate to Customer Service > Customer > Accounts or Partners.

2. Select an account.

3. From the Account Relationships related list, select the relationship record.

4. Click Delete.

5. Click Delete again in the confirmation pop-up window.

Account hierarchy
Use the account hierarchy feature to create a parent-child relationship between
accounts.

An account hierarchy represents the legal entity structure of the accounts and their
relationships. It also represents an account's customers, assets, and service entitlements.

Creating an account hierarchy allows customer administrators to do the following for all
of the accounts in the hierarchy:

• View and create cases

• View assets and users

• View and manage contacts

It also enables contacts of the parent account to access all of the child accounts.

The system administrator can define the hierarchy between accounts by selecting the
parent in the Parent Account field on the Account form for the child account. If this field
is not filled in, the account is a top-level account.

After the account hierarchy has been defined, it is displayed in a tree map on the
Account form for the parent account. If a parent account is updated or deleted, the
hierarchy for any child accounts is also updated.

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Account hierarchy tree map

Create an account hierarchy

Create a parent-child relationship between two accounts.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Customer > Accounts.

2. Select the desired child account.

3. Select the parent for this account in the Parent Account field.

4. Click Update.
The account hierarchy is displayed in a tree map on the Account form for the
parent account.

Contact relationships
Use a contact relationship to add a contact from a different account to either of the
accounts in an established account relationship.

A contact relationship allows a contact with the customer role or customer administrator
role to manage the account for which the contact relationship has been established.

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These contacts can view information and perform actions on behalf of the accounts,
such as creating or updating cases from the customer portal.

When you create a contact relationship, you select a user from the Contact field. This
field displays the contacts from:

• Both accounts in the account relationship

• All accounts in the account hierarchy

When creating a contact relationship, the responsibilities available for selection are
those responsibility definitions created with a type of Contact. An account can have
one unique combination of a contact and a responsibility.

Customer service managers can create and delete contact relationships for accounts.
Managers and agents can view a list of contact relationships for an account.

Contacts appear in the Contact Relationships related list on the Account form.

Create a contact relationship for an account

Create a contact relationship for an account by selecting a contact and then assigning
a responsibility to that contact.

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

1. Navigate to Customer Service > Customer > Accounts or Partners.

2. Select an account.

3. In the Contact Relationships related list, click New.

4. Fill in the fields on the Contact Relationship form.

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Contact Relationship form fields

Field Definition

The account to which the contact is

Account assigned. This field is automatically filled
in.

The customer contact selected to fulfill

the role or responsibility.

Contact The Contacts list includes contacts from

any related partner or account as well
as contacts from the account hierarchy.

The role or responsibility selected for this

customer contact.
Note: As part of creating a
responsibility definition, the admin
Responsibility can specify if the responsibility is
unique. If so, the responsibility can
only be assigned to one contact
per account. For more information,
see Set up account teams.

5. Click Submit.
The contact name, account, and responsibility are added to the Contact
Relationships related list.

Delete a contact relationship for an account

Delete a contact relationship for an account if the relationship is no longer necessary or

valid.

Before you begin

Role required: sn_customerservice_manager or admin

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Procedure

1. Navigate to Customer Service > Customer > Accounts or Partners.

2. Select an account.

3. Select the tab for the Contact Relationships related list.

4. Select the check box to the left of the contact relationship.

5. Select Delete from the Actions dropdown list.

6. Click Delete on the confirmation pop-up window.

View contact relationships for an account

View a list of the contact relationships that have been created for an account.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

1. Navigate to Customer Service > Customer > Accounts or Partners.

2. Select an account.

3. Select the tab for the Contact Relationships related list.

Set up account teams

Account teams are made up of both employees and customer contacts who fulfill
specific jobs or roles for a particular account.

The system administrator creates the responsibility definitions, or roles, as needed and
can delete definitions that are no longer used.

The customer service manager assigns these roles to employees and to contacts to fulfill
specific jobs for an account.

• Responsibility definitions

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A responsibility definition describes a role or a function that is needed to support a

customer account.

• Create a responsibility definition

Define a role or responsibility needed to support an account.

• Delete a responsibility definition

Delete a role or responsibility from the Responsibility Definitions list.

• Assign a team member to an account

Assign a team member to an account by selecting the employee and the employee's
role or responsibility.

• View team members assigned to an account

View the team members for a specific account.

• View users assigned to a specific role

View a list of users who have been assigned to account teams to fulfill a specific role.

Responsibility definitions
A responsibility definition describes a role or a function that is needed to support a
customer account.

The system administrator can create two types of responsibility definitions: one for an
employee and one for a contact. Once these definitions, or roles, are created, the
customer service manager can use these roles to:

• Build an account team by selecting an account and then selecting roles and
assigning them to employees.

• Add contact relationships to an account by selecting an account and then selecting

roles and assigning them to contacts.

Create a responsibility definition

Define a role or responsibility needed to support an account.

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Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Administration > Responsibility Definitions.

2. Click New.

3. Fill in the fields on the Responsibility Definition form.

Responsibility Definition form fields

Field Definition

Name The name of the role or responsibility.

Select this check box if this role should

only be assigned to one employee or
Unique contact. Enabling this check box
prevents the creation of duplicate
entries for a role.

The type of role:

• Select User if this role should be

performed by an employee. When
assigning this role, the list of
available users comes from the Users
Type [sys_users] table.

• Select Contact if this role should be

performed by a customer contact.
When assigning this role, the list of
available users comes from the
Contacts [customer_contact] table.

4. Click Submit.

Delete a responsibility definition

Delete a role or responsibility from the Responsibility Definitions list.

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Before you begin

Role required: admin

About this task

The system administrator can delete a role only if there are no entries for that role.

Procedure

1. Navigate to Customer Service > Administration > Responsibility Definitions.

2. Select the desired role from the Responsibility Definitions list.

3. Click Delete.

4. Click Delete on the confirmation pop-up window.

Assign a team member to an account

Assign a team member to an account by selecting the employee and the employee's
role or responsibility.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

The system administrator can assign a team member to an account from the Account
Team Members related list on the Responsibility Definition form.

The customer service manager can assign a team member to an account from the
Account Team Members related list on the account or partner record.

Procedure

1. Navigate to Customer Service > Customer > Accounts or Partners.

2. Select an account.

3. From the Account Team Members related list, click New.

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4. Fill in the fields on the Account Team Member form.

Account Team Member form fields

Field Definition

The account to which the user is

assigned. If you are assigning a user
Account from an account or partner record, this
field is automatically filled in; otherwise,
make a selection from the Accounts list.

The role or responsibility selected for this

Responsibility
employee.

The employee selected to fulfill the role

User
or responsibility.

5. Click Submit.

View team members assigned to an account

View the team members for a specific account.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

1. Navigate to Customer Service > Customer > Accounts or Partners.

2. Select an account.

3. Select the Account Team Members related list.

This list displays the employees who have been assigned to the team as well as their
responsibilities.

View users assigned to a specific role

View a list of users who have been assigned to account teams to fulfill a specific role.

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Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Administration > Responsibility Definitions.

2. Select the desired role from the Responsibility Definitions list.

The users who have been assigned to this role are displayed in the Account Team
Members related list on the Responsibility Definition form.

Set up asset contact relationships

Assign an asset to a customer contact who is responsible for managing that asset.

Account and partner contacts can see all of the assets related to an account. To limit
access to an asset, you can create an asset contact relationship and assign the asset to
one or more contacts. Then you can enable the associated property to restrict access
to the asset information to the assigned contacts.

The system administrator can add a primary contact to an asset by selecting a user in
the Primary Contact field on the Asset form. This field references the Contacts table and
is filtered by the asset’s account.

The system administrator can also create relationships with additional contacts from the
Asset Contacts related list on the Asset form. When you create an asset contact
relationship, you can select contacts from:

• The account that the asset belongs to.

• The partner of the account that the asset belongs to.

• Any contacts added to these accounts using contact relationships.

After adding contacts to an asset, enable the related property to limit access. When
enabled, the following access is limited from the customer portal:

• When a user clicks My Assets, the list shows only those assets for which the user is a
contact.

• When a user clicks Create Case, the Asset field on the Create Case form shows only
those assets for which the user is a contact.

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Assign a primary contact to an asset

Users with the system administrator role can assign a primary contact to an asset.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Products > Assets.

2. Click the desired asset.

3. Select a Primary Contact.

This field references the Contacts [customer_contact] table and is filtered by the
account selected in the Account field.

4. Click Update.
The contact is added to the Asset Contacts related list on the asset form.

Assign a contact to an asset

Users with the system administrator role can assign a contact to an asset.

Before you begin

Role required: admin

About this task

Users with the sn_customerservice.customer_admin can also assign a contact to an

asset from the Customer Service Portal.

Procedure

1. Navigate to Customer Service > Products > Assets.

2. Click the desired asset.

3. Click New in the Asset Contacts related list.

This displays a new Asset Contact form. The Asset field displays the selected asset
and is read-only.

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4. Select a Contact.
The contacts available for selection are the contacts from the asset's account.

5. Click Submit.
The contact is added to the Asset Contacts related list.

Enable the asset contact relationship property

Limit access to asset information to the assigned contacts by enabling the associated
property.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Administration > Properties.

2. Enable the Restrict Assets based on Contacts assigned to the assets property.

3. Click Save.

Set up communication channels

An overview of the tasks involved in setting up communication channels.

Before you begin

Role required: admin

About this task

Customers interact with customer service agents using several different communication
channels, including web, email, chat, phone, and social media. Each channel requires
some setup and configuration.

Procedure

1. Set up the desired Customer Service web channel. This is a web interface that your
company can use to provide information and support to customers.

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• Two versions of the customer portal are available: the Customer Service Portal,
which is based on the Service Portal application and requires the Customer
Service Portal plugin (com.glide.service-portal.customer-portal), and the
customer portal, which is based on the Content Management System and is
included with Customer Service Management.

• The Consumer Service Portal is a web interface that your company can use to
provide information and support to consumers. This portal is also based on the
Service Portal application and requires the Consumer Service Portal plugin
(com.glide.service-portal.consumer-portal).

2. Set up the Customer Service email channel.

Using the email communication channel, customers can send emails to create new
cases and update current cases as well as receive email updates from customer
service agents as cases progress. Customer Service Management uses the Email
Accounts application to create and maintain email accounts. Create multiple
incoming email addresses that customers can use to communicate with customer
service agents. One outgoing email address can also be created.

• Set email communication channel properties.

• Configure one or more email addresses.

• Configure an email address for a product.

• Configure an email subject line prefix.

3. Set up the Customer Service chat channel.

The chat communication channel uses the Connect Support feature to provide
chat capability from the Customer Service Portal and Consumer Service Portal. You
can also enable Virtual Agent to create or use predefined chatbot topics
(conversations) for your users.

• Configure the customer service chat queue.

• Add an agent to the chat support assignment group.

• Activate Virtual Agent for CSM

4. Set up the Customer Service phone channel.

External customers can also reach out to customer service agents using the phone
communication channel. Customer Service Management uses both Computer
Telephony Integration (CTI) and OpenFrame to provide phone support for
customers, as well as the Notify application and the Twilio Voice product.

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OpenFrame is included with Customer Service Management. The CTI Softphone

plugin (com.snc.cti) and the Customer Service CTI Demo Data
(com.snc.customerservice_cti_demo) plugin must be activated separately. The
Notify plugin (com.snc.notify) is activated as part of the CTI Softphone plugin.

• Set up the phone communication channel.

• Associate a phone number with a workflow.

• Create an OpenFrame configuration.

5. Set up the social media integration feature to support case resolution through social
media channels.

• Create a social media profile for an account, contact, or consumer.

• Create a social media log entry for a case.

• Customer service web channel

Customers can use a web-based portal to search for information about a question or
issue or to request assistance from a customer service agent.

• Customer service email channel

Customers can send emails to create new cases and update current cases. They can
also receive email updates from customer service agents as cases progress.

• Customer service chat channel

Customers can use the chat channel to communicate with a customer service agent.

• Customer service phone channel

External customers can reach out to customer service agents by phone.

• Social media integration

Support case resolution through social media communication channels.

Customer service web channel

Customers can use a web-based portal to search for information about a question or
issue or to request assistance from a customer service agent.

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The customer portal is a web interface that your company can use to provide
information and support to customers. The default portal provides a basic format to
interact with users. Customize the portal and employ the components that meet your
customer needs. It includes the following features:

• A header with links for different customer or consumer activities.

• A search feature that customers or consumers can use to search for information from
several repositories.

• Links to information sources such as the knowledge base, the user community, and
customer support.

Different versions of the customer portal are available:

• The customer portal is based on the Content Management System (CMS) and is
available with the Customer Service Management application.

• The Customer Service Portal is based on Service Portal and requires the Customer
Service Portal plugin (com.glide.service-portal.customer-portal).

• The Consumer Service Portal is also based on the Service Portal and provides self-
service capability to consumers. It requires the Consumer Service Portal plugin
(com.glide.service-portal.consumer-portal).

• Customer portal

The customer portal is a web interface based on the ServiceNow Content

Management System (CMS).

• Customer Service Portal

The Customer Service Portal is a web interface that is based on the ServiceNow
Service Portal application.

• Consumer Service Portal

The Consumer Service Portal is a web interface that your company can use to provide
information and support to consumers.

• Web-based portal features

The web-based portal home pages have several useful features including a header
with links, a search feature, and information sources such as the knowledge base and
community.

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• Limit knowledge base access to internal users

Access to the information in a knowledge base can be limited to internal users.

Related Concepts

• Content Management System

• Service Portal

Customer portal
The customer portal is a web interface based on the ServiceNow Content Management
System (CMS).

Use the customer portal to provide information and support to your customers.
Note: The Customer Service Portal, which is based on the ServiceNow Service
Portal, is also available.

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Customer portal

Customers can use the portal to:

• Search the knowledge base for information that is relevant to an issue.

• Engage the community, reach out to other users, and ask questions.

• Create a case for an issue or a problem.

• View and manage current user-created cases.

• View asset and product information.

• View or update information in their user profile.

• Update notification preferences.

• Change a password or request a new password.

In addition, customer administrators can also use the portal to:

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• Create a new contact.

• Create a login for a new contact.

• Enable or disable a contact login.

• Reset a password for a contact.

• Assign a user role to a contact.

• Assign a contact to an asset.

• View and update customer contact information.

• Approve registration requests.

Customizing the customer portal

To customize this portal, navigate to Content Management > Sites and click Customer
Service. See Content Management System for more information about creating a
custom interface.

Related Concepts

• Content Management System

• Customer Service Portal

Customer Service Portal

The Customer Service Portal is a web interface that is based on the ServiceNow Service
Portal application.

Use the Customer Service Portal to provide information and support to your customers.
Note: A version of the portal based on the ServiceNow Content Management
System (CMS) is also available.

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Customer Service Portal

The Customer Service Portal includes much of the same functionality available on the
CMS version of the customer portal and adds several features.

The Customer Service Portal header includes the Notification link.

• Click this link to list the items that require action in a dropdown menu. These items can
include cases awaiting additional information, resolved cases awaiting customer
response, portal registration requests, and unread publications.

• Click an item in the list to display the information for that particular item. For example,
clicking a registration request displays the Approval form.

• Click View all notifications to display the Notification page, which lists the items that
require action by category.

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The Customer Service Portal header includes the Live Chat link which customers can
click to open a chat window.

Registration requests appear under the Notification link.

Access profile information for the currently logged in user by clicking the user name and
selecting Profile.

Log out by clicking the user name and selecting Logout.

Customizing the Customer Service Portal

To customize this portal, navigate to Service Portal > Portals and click Customer Service
Portal. See Service Portal for more information about creating a custom interface.

Related Concepts

• Content Management System

• Customer portal

Consumer Service Portal

The Consumer Service Portal is a web interface that your company can use to provide
information and support to consumers.

The Consumer Service Portal is based on the ServiceNow Service Portal application.
Consumers can use the portal to search for information, get their questions answered by
other registered members, or request assistance from a customer service agent.

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Consumer Service Portal

From the Consumer Service Portal, consumers can:

• Search for information, browse knowledge articles, and engage with the community.

• Start a chat session with a customer service agent

• Register, create a login, and create a user profile.

After registering and logging in to the Consumer Service Portal, consumers can:

• Edit user profile information and change passwords.

• Register new products and view a list of currently registered products.

• Contact a consumer service agent about a question or issue.

• Create cases and view a list of current cases.

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• Accept or reject proposed case solutions.

Customizing the Consumer Service Portal

To customize this portal, navigate to Service Portal > Portals and click Consumer Service
Portal. See Service Portal for more information about creating a custom interface.

Web-based portal features

The web-based portal home pages have several useful features including a header with
links, a search feature, and information sources such as the knowledge base and
community.

Customer Service Portal header

The header on the Customer Service Portal home page includes several useful customer
links.

Customer Service Portal header

Item Description

Opens a Create Case form.

If the Customer Service Management for

Create Case Orders plugin (com.snc.csm.order) is
installed, customers can choose to create
cases for products or orders.

Cases Opens a list of cases belonging to the

current user.
For users with the
sn_customerservice.customer or
sn_customerservice.customer_admin roles,
this list includes the following columns:

• Case

• Product

• Priority

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Item Description
• State

• Updated

For users with the

sn_customerservice.partner or
sn_customerservice.partner_admin roles,
the Account column is also displayed.

Opens a list of assets belonging to the

Assets
current user's account.

Opens a list of contacts belonging to the

current user's account. This item is
Contacts available in the header with the
sn_customerservice.customer_admin and
sn_customerservice.partner_admin roles.

Opens a list of registration requests. This

item is available in the header for users
Approvals
with the
sn_customerservice.customer_admin role.

Opens a list of publications available for

customers. This item is available in the
Publications header when the Targeted
Communications plugin
(com.sn_publications) is activated.

Lists the items that require action in a

dropdown menu, including cases
awaiting additional information, resolved
Notifications cases awaiting customer response, portal
registration requests, and unread
publications. This link appears only when
customer action is required.

Initiates a chat session with a customer

Live Chat
service agent.

[Current user name] Provides a menu with the following

options:

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Item Description
• Profile:

• Logout: logs out the current customer.

Redirects to the contact information for

the current user.

Consumer Service Portal header

The header on the Customer Service Portal home page includes several useful customer
links.

Consumer Service Portal header

Item Description

Opens a form in which the consumer can

Get Help enter a subject, select a product, and
submit a request for assistance.

Displays a list of cases belonging to the

current consumer. This list includes the
following columns:

• Number

Cases • Short description

• Priority

• State

• Updated

Products Provides a menu with the following

options:

• Register Product: opens a form for

registering a new product.

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Item Description
• My Products: displays a list of products
belonging to the consumer.

Opens a list of publications available for

consumers. This item is available in the
Publications header when the Targeted
Communications plugin
(com.sn_publications) is activated.

Initiates a chat session with a customer

Live Chat
service agent.

Provides a menu with the following

options:

[Current consumer name] • Profile: opens the user profile form.

• Logout: logs out the current consumer.

Portal search

Customers and consumers can use the search feature on the web-based portal home
page to search for information related to one or more keywords. The search feature is
located directly below the portal header. Enter one or more keywords in the search field
and click Search or press the Enter key. The search results page returns information from
several sources, including the knowledge base and the community.

For the Customer Service Portal, the search results can also include related cases. The
cases returned in the search results depend on the user role.

Role Cases Returned

Cases created by this user, as well as

cases created on behalf of this user by the
sn_customerservice.customer
customer administrator, partner, or partner
administrator.

sn_customerservice.customer_admin Cases created by this user, cases created

on behalf of this user by the partner

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Role Cases Returned

administrator, and cases related to this
user's account.

Cases created by this user, as well as

cases created on behalf of this user by the
sn_customerservice.partner partner administrator. Results also include
any related cases belonging to this
partner's customer accounts.

Cases created by this user, cases created

for the partner's account, and any related
sn_customerservice.partner_admin
cases belonging to this partner's customer
account.

Portal information sources

The main section of the web-based portal home page provides information from, and
links to, the knowledge base, the community, and the customer support organization.

The Knowledge section displays a list of the top knowledge articles. Click an article to
display the information or click the section header to access the Knowledge home
page. From here, you can select a knowledge base category and browse the related
articles.

The Ask the Community section displays trending community topics. Click a topic to
display the information or click the section header to post a question to the community.

The Get Help section displays a list of the most viewed articles. Click an article to display
the information or click the section header to create a new case.

Note: By default, the information in the knowledge base is available to internal

and external users. If necessary, access to knowledge base topics can be limited to
internal users.

Limit knowledge base access to internal users

Access to the information in a knowledge base can be limited to internal users.

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Before you begin

Role required: admin

About this task

The articles in a knowledge base are available to both internal users , such as customer
service agents, and to external users (customers and partners). If the articles in a
knowledge base are intended for internal users only, the system administrator can
restrict access by customizing the knowledge base form.

Procedure

1. Navigate to Knowledge > Administration > Knowledge Bases.

2. Click the desired knowledge base.

3. Right-click the form header and select Configure > Related Lists.

4. Select Cannot Contribute from the Available column and move it to the Selected
column.

5. Click Save.

6. On the selected knowledge base form, click the Cannot Contribute related list.

7. Click Edit.

8. Click All Customer Contacts in the left column and move it to the right column.

9. Click Save.

Customer service email channel

Customers can send emails to create new cases and update current cases. They can
also receive email updates from customer service agents as cases progress.

Setting up the email channel

Customer Service Management uses the Email Accounts application to create and
maintain email accounts. The system administrator can create multiple incoming email
addresses that customers can use to communicate with customer service agents. The
system administrator can also create one outgoing email address.

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After the incoming and outgoing email addresses are created, the system administrator
can set these properties for the email communication channel:

• Establish one of the incoming email addresses to automatically create a case.

• Enable a prefix to include in the subject line of an email to any of the incoming email
addresses that automatically creates a case.

• Create cases for customers who are not currently in the system.

The system administrator can also create a channel configuration to associate any of
the incoming email addresses with specific products.

Creating, viewing, and updating cases

Customers can create a new case by sending an email to a designated address. They
can also create a new case for a specific product by sending an email to a designated
address and including the product name in the subject line. Or, if a channel
configuration has been created, customers can send an email to a designated address
regardless of the information included in the subject line.

After submitting a case, the customer receives a confirmation email with the assigned
case number and a link to the Case form. When an agent updates a case, the
customer receives an email with the details.

Customers can update an existing case in the following ways:

• By replying directly to an email from a customer service agent.

• By creating an email and including the Case: prefix followed by the case number in
the subject line. For example, Case:CS0000011.

Note: If the case number in the subject line is incorrect, a new case is created.

Accepting and rejecting solutions

When an agent proposes a solution to a case, the customer receives an email with
instructions for accepting or rejecting the solution. The customer can reply and include
Accept or Reject in the first line of the email, or the customer can click the Accept or
Reject link in the email.

When an agent closes a case, two emails are sent to the customer: the first states that
the case has been closed and the second provides a link to a customer satisfaction
survey.

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Note: If a customer accepts a solution or closes a case from the Customer Service
Portal, they are automatically routed to the survey. They do not receive the survey
email.

• Configure an email address for a product

Users with the system administrator role can configure an email address that creates a
case for a specific product.

• Configure an email subject line prefix

Users with the system administrator role can configure a prefix to include in an email
subject line that creates a case.

• Customer service email properties

Users with the system administrator role can set several properties for the Customer
Service Management email communication channel.

Related Concepts

• Email accounts

Configure an email address for a product

Users with the system administrator role can configure an email address that creates a
case for a specific product.

Before you begin

Role required: admin

About this task

Create a configuration that links a product to a specific email address. This

configuration is created in the Channel Configuration
(sn_customer_service_channel_config) table.

Procedure

1. Navigate to Customer Service > Administration > Channels.

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2. Click New.

3. Fill in the fields, as appropriate.

Channel Configurations form

Field Description

Name The name of the email configuration.

This field displays the Email configuration

Channel Type
type.

The product model associated with this

Product
email configuration.

The check box to activate the email

Active
configuration.

The email address for this configuration.

Enter one of the incoming email
Email address addresses that the system administrator
created using the Email Accounts
application.

4. Click Submit.

Configure an email subject line prefix

Users with the system administrator role can configure a prefix to include in an email
subject line that creates a case.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Administration > Properties.

2. In the Email subject prefix format for new case field, enter the prefix.
The default prefix is Case:.

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3. Click Save.

Customer service email properties

Users with the system administrator role can set several properties for the Customer
Service Management email communication channel.

After creating the incoming and outgoing email addresses that customers use to
communicate with customer service agents, the system administrator can set the
following email-specific properties. Navigate to Customer Service > Administration >
Properties to access these properties.

Customer Service Management email properties

Property Definition

One of the incoming email addresses that

automatically creates a customer service
case.

For incoming email, the system checks the

Case email address
address to see if it matches the address in
the Case email address property. If yes,
[glide.cs.email.case_queue_address]
the system creates a customer service
case. If it does not match, or if this
property is not set, the system then checks
the Email subject prefix format for new
case property.

The prefix included in the subject line of an

Email subject prefix format for new case
email to any of the incoming email
addresses that automatically creates a
[glide.cs.email.new_case_prefix]
customer service case. Case: is the
default prefix.

Create case for non matched user

Enable the creation of new customer
service cases when emails are received
[sn_customerservice.email.create_case_fo
from users with email addresses that do
r_non_matched_user]
not currently exist in the system.

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Customer service chat channel

Customers can use the chat channel to communicate with a customer service agent.

The chat communication channel uses the ServiceNow Connect Support feature to
provide chat capability. You can also enable Virtual Agent to create or use predefined
chatbot topics (conversations) for your users. The user always has the option of switching
to a live agent.

The Customer Service Portal and Consumer Service Portal include a chat icon that
customers can click to open a chat window and start a discussion with a customer
service agent.

The chat request from the customer is either routed to a virtual agent or to an available
agent with the required skill set. The agent can respond to the customer and, if
necessary, create a new case or link the discussion to an existing case.

Agents must be added to the Customer Service chat support assignment group before
they can receive chat requests. This assignment group is used by the Customer Service
chat queue to route the chat requests.

If a case is created as the result of a chat, the customer can find the case by clicking
My Cases on the customer service portal and viewing the case list. The customer service
agent can also link a chat discussion to an existing case. Details from the chat discussion
are copied to the case form and appear in the Activity field.

For more information, see Connect Support and Activate Virtual Agent for CSM.

• Configure the customer service chat queue

Define the customer service agents, default chat messages, schedule, and escalation
path for the customer service chat queue.

• Add an agent to the chat support assignment group

Agents must be added to the chat support assignment group before they can receive
chat requests. This assignment group is used by the Customer Service Management
chat communication channel to route chat requests.

• Activate Virtual Agent for CSM

Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent
topics (chatbot conversations) designed to help your customers complete common
self-service tasks.

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• Customer Service Virtual Agent conversations

Use the prebuilt Customer Service Virtual Agent chatbot conversations designed to
help your customers complete common self-service tasks, such as getting help with a
product or checking the status of a case.

Configure the customer service chat queue

Define the customer service agents, default chat messages, schedule, and escalation
path for the customer service chat queue.

Before you begin

Role required: admin

About this task

The Customer Service Management chat communication channel uses the ServiceNow
Connect Support feature.

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Set up chat queue

Procedure

1. Navigate to Collaborate > Administration > Queues.

2. Select Customer Service from the Chat Queues list.

3. Fill in the fields, as appropriate.

Chat Queue form

Field Description

Name Name of the queue.

Active Not used in Connect.

Assignment group User group that contains the support

staff for the queue. Any user in the
group can view the queue in the
Connect sidebar and accept chats. No

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Field Description
other users can access the queue. This
field must be populated.

Average time it takes for an agent to

accept a chat in the queue. This value is
Average wait time
automatically calculated. Do not
manually edit.

Confirm problem Not used in Connect.

Different queue to which an agent can

escalate a chat. For example, there is a
queue for high priority support chats.
Escalate to
When a queue is defined in this field,
agents can access the Escalate option
in conversations.

Message that users see when an agent

accepts their chat. For example, Thank
Initial agent response you for contacting support. We are
looking into your question now and will
be with you shortly.

Message that users see when they

attempt to start a chat outside the
Not available defined queue Schedule. You can use
HTML to format the message and
include links or media.

Initial phrase that users see when they

Question start a new chat in the queue. For
example, How can I help you?

Schedule that defines when the queue

is available. Leave the field blank to
Schedule make the queue available all the time.
Users cannot start a new conversation in
the queue outside the schedule hours.

4. Click Submit.

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Related Concepts

• Connect Support

Add an agent to the chat support assignment group

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

1. Navigate to User Administration > Groups.

2. Select Customer Service Support.

3. In the Group Members related list, click Edit.

4. Select the agents that you want to receive chat requests, and move them to the
Customer Service Support group members list.

5. Click Save.

Related Concepts

• Connect Support

Activate Virtual Agent for CSM

Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent
topics (chatbot conversations) designed to help your customers complete common self-
service tasks.

Before you begin

The Virtual Agent plugin (com.glide.cs.chatbot) must be activated. If Virtual Agent is not
currently activated, contact ServiceNow to activate it.

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Role required: admin

Procedure

Activate the Customer Service Virtual Agent Conversations plugin

(com.sn_csm.virtualagent) to access the predefined Customer Service topics.

Customer Service Virtual Agent conversations

Use the prebuilt Customer Service Virtual Agent chatbot conversations designed to help
your customers complete common self-service tasks, such as getting help with a
product or checking the status of a case.

A conversation topic defines the dialog between the Virtual Agent (chat support bot)
and the user to accomplish a specific goal. The information exchanged during the
conversation flow (user inputs and bot responses) enables the chatbot to fulfill a user
request or assist a user in completing a task.

Virtual Agent must be activated before you can use the Customer Service Virtual Agent
conversation topics.

1. Review the Customer Service topics in Virtual Agent Designer. This step requires the
virtual_agent_admin role.

2. To use any of the CSM topics, publish them in Virtual Agent Designer so that your
users can run the topics in your chat support client. This step requires the
virtual_agent_admin role.

The predefined Customer Service topics include:

• Check Case Status

• Get Help with a Product

• Get Help with an Order

For details on creating your own chatbot topics, see Virtual Agent Designer.

Check Case Status

With this topic, the user can check the status of a case by searching for the case
number or short description or selecting a case from a list. The chatbot displays
information about the case, including:

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• Case number (click the link to display the case details in the Customer Service Portal or
Consumer Service Portal)

• State

• Priority

• The product and asset or the order number

• Short description

• The last comment added to the case

The user can add comments or attach files to the case. The user can also ask to chat
with a live agent.

Get Help with a Product

With this topic, the user can create a case for a product by entering one or more
keywords about a question or issue. The chatbot returns a list of related knowledge
articles and the user can check if any of the information is helpful. If not, user can create
a case for a product with a short description. The user can associate the case with a
product and asset, provide comments, and attach files. The user can also ask to chat
with a live agent.
Note: If the Communities (com.sn_communities) plugin is activated, the chatbot
can also return a list of answered Community questions.

Get Help with an Order

With this topic, the user can create a case for an order by entering one or more
keywords about the order or by selecting the order from a list. The chatbot returns a list
of related Knowledge articles and the user can check if any of the information is helpful.
If not, the user can create a case for an order with a short description. The user can
provide comments and attach files. The user can also ask to chat with a live agent.
Note: If the Communities (com.sn_communities) plugin is activated, the chatbot
can also return a list of answered Community questions.

Related Topics

• Virtual Agent

• Virtual Agent Designer

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Customer service phone channel

External customers can reach out to customer service agents by phone.

The Customer Service Management application uses both Computer Telephony

Integration (CTI) and OpenFrame to provide phone support for customers.

CTI provides a way to integrate the Now Platform with telephony providers to support
inbound and outbound calls. With this integration, customer service agents can place
and accept calls from customers, quickly identify customers and account information,
and capture case-related information.
Note: The CTI integration with the Twilio Voice product requires activation of the
Notify plugin.

OpenFrame is a tool that enables CTI capability with telephony service providers.
OpenFrame provides a communication frame that agents use to place and receive
customer calls.

• Phone installation and configuration

Before the phone communication channel between customer service agents and
external customers can be used, the Notify, CTI Softphone, Customer Service
Management, and Openframe plugins must be activated and configured, and a
Twilio Voice account must be set up.

• Computer telephony integration (CTI) overview

Computer Telephony Integration (CTI) enables the Customer Service application to

support inbound and outbound telephone calls.

• OpenFrame overview

OpenFrame provides a communication frame that customer service agents use to

place and receive customer calls.

Related Concepts

• Notify

Phone installation and configuration

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Before you begin

Role required: admin

Procedure

1. Activate the Notify plugin (com.snc.notify).

2. Set up a Twilio Voice account.

You can create an account at https://www.twilio.com.

3. Configure Notify to use the Twilio Voice service.

4. Activate the CTI Softphone plugin (com.snc.cti).

If you want to load the demo data for CTI Softphone, you must also activate the
Customer Service CTI Demo Data plugin (com.snc.customerservice_cti_demo). This
demo data includes sample workflows.

5. Activate the Customer Service plugin (com.sn_customerservice).

6. Activate the Openframe plugin (com.sn_openframe).

Activating the Customer Service Management plugin automatically activates the
Openframe plugin.

7. Create an OpenFrame configuration or use the default CTI configuration by

enabling the Default field.

Computer telephony integration (CTI) overview

Computer Telephony Integration (CTI) enables the Customer Service application to
support inbound and outbound telephone calls.

The CTI Softphone plugin enables softphone functions and call center capabilities. This
plugin provides integration between the ServiceNow platform and the Twilio Voice
service using the Notify application. This plugin can be activated any time after
activating Notify.

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The CTI Softphone plugin includes one OpenFrame configuration, called CTI. This
configuration specifies the necessary OpenFrame window settings as well as the URL to
be launched within OpenFrame.
Note: The included CTI configuration does not have the Default field enabled. You
must enable this field to use the CTI configuration as the default.
Customer service agents can do the following with CTI:

• Make an outgoing call to a phone number.

• Receive an incoming call from a phone number or from another user within the
system.

• Transfer a call to another user within the system.

• Place a call on hold or on mute.

• Set their availability status.

CTI does not require any specific user role except the OpenFrame user
(sn_openframe_user) role. Roles are based on the application using CTI.

• CTI integration with the Case form

Activating the CTI Softphone plugin enables call-related features on the Case form.

• CTI integration with case routing

An incoming call from a customer contact or a consumer can be routed to an

available customer service agent.

• CTI integration with tasks

The CTI Softphone component can be integrated with other task entities on the Now
Platform.

• Associate a phone number with a workflow

You can associate a Notify phone number with a workflow.

Activating the CTI Softphone plugin enables call-related features on the Case form.

The customer service or consumer service agent can use the phone icon next to the
Contact and Consumer fields on the Case form to make a phone call. The phone icon

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appears next to these fields if the entity record has at least one phone field
(ph_number) and at least one of those phone fields contains a phone number.

The phone icon is a reference contribution that can be added to any reference field by
modifying the dictionary and adding the following attribute:
ref_contributions=show_phone_customer_service.

For more information, see Configure the related incidents icon.

Click the phone icon to place a call to a consumer or a contact.

• If only one phone field is populated, a call is placed to that number.

• If more than one phone field is populated, a dialog box displays the available
numbers. Click the desired number to place the call and close the dialog box.

Select Phone Number dialog box

Incoming and outgoing calls are logged in the Phone Log [sn_openframe_phone_log]
table. Call details are recorded in the Activity field on the Case form and in the Phone
related list.

An incoming call from a customer contact or a consumer can be routed to an

available customer service agent.

Similar to the other communication channels, incoming calls from customer contacts
and consumers can be routed to a specific agent by using matching rules. If an agent is
not available, the call can be placed in a queue. After the agent is free, the matching
call in the queue with the longest wait time is rerouted to the agent.

Case routing is enabled as an activity in a workflow. In the Call Center demo workflow
(available with the Customer Service CTI Demo Data plugin), a call is forwarded to an
agent after the caller either creates a new case or enters a valid number for an existing
case.

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If no agents are available, the call goes into a queue and remains there until an agent
becomes available. If a call is in the queue for longer than 10 minutes, it is forwarded to
voice mail and the caller is asked to leave a message.

Related Concepts

• Notify workflow activities

Related Reference

• Create rules to route and assign customer service cases

The CTI Softphone component can be integrated with other task entities on the Now
Platform.

A workflow can be implemented to operate on the Incident table.

Note: The Call Center for Incident Management workflow, a demo workflow, is
available with the Customer Service CTI Demo Data plugin.

Incoming or outgoing calls are logged in the Phone Log [sn_openframe_phone_log]

table. The call logs also appear in the activity history of the task.

You can associate a Notify phone number with a workflow.

Before you begin

You must create a Twilio Voice account and configure Notify with Twilio Voice before
you can associate a phone number with a number group and workflow.

A number group allows you to group Notify phone numbers and then share workflows
across grouped numbers. For each number group, you can specify a workflow for
incoming and outgoing calls.

The CTI Softphone demo data includes these sample workflows:

• Call Center, for use with the Customer Service Management application

• Call Center for Incident Management

The Call Center workflow uses several Notify workflow activities that determine workflow
functionality. Each activity performs a different task, such as playing a message greeting

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or creating a list of user input options. Activities can succeed or fail, which can result in
actions performed by other activities.

You can use the default Call Center workflow or modify this work flow as needed.

Role required: admin

Procedure

1. Navigate to Notify > Numbers.

2. From the Notify Phone Numbers list, click the phone number that you want to edit.

3. Select a Notify Group that uses the incoming call workflow that you want to handle
this phone number.
The CTIDemo group uses the Call Center workflow for incoming calls.

4. Click Update.

Related Tasks

• Configure Notify with Twilio

Related Concepts

• Numbers and number groups

• Notify workflow activities

OpenFrame overview
OpenFrame provides a communication frame that customer service agents use to
place and receive customer calls.

Use OpenFrame to integrate telephony systems into the Now Platform®. Use the
OpenFrame API to communicate between the Now Platform and the domain opened
in the OpenFrame window.

OpenFrame includes these components:

• TopFrame, a ServiceNow application.

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• OpenFrame API, which gets sourced from the partner application. This API
communicates with TopFrame and controls the OpenFrame visual features.

The location of the API is https://[servicenow instance]/scripts/openframe/1.0.4/

openFrameAPI.min.js. This minified version includes other needed libraries and should
be used for integration.

For API reference, you can use the un-minified version: https://[servicenow instance]/
scripts/openframe/1.0.4/openFrameAPI.js. This version cannot be used directly for
integration purposes.

Note: To stay current with reference to the OpenFrame library, use the following
resource URI: scripts/openframe/latest/openFrameAPI.min.js.

Using the OpenFrame window

OpenFrame provides support for embedded and contextual phone conversations,
including:

• Context identification: incoming calls maximize the OpenFrame window and display
details about the caller, including the account, contact or consumer name, and
phone number.

• Links to forms: use the openFrameAPI (openServiceNowForm) to create links to forms.

When an incoming call is received, an agent can click the account, contact,
consumer, or case number in the OpenFrame window to open the corresponding
record.

• In Agent Workspace, records open in either a primary tab or a sub-tab depending

on the tab configuration.

• In the platform interface, records open in TopFrame (i.e., the current page).

• Click-to-call capability: click phone number fields to make a call.

• In Agent Workspace, agents can click phone number fields on forms and in the
Customer 360 ribbon component to make a call.

• In the platform interface, agents can click the phone icon next to the Contact or
Consumer fields.

• If a contact or consumer has one phone number, the call is placed to that
number.

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• If a contact or consumer has more than one phone number, a dialog box displays
the available numbers. Click a number to place the call.

• OpenFrame window actions:

User action Description

In Agent Workspace, click the phone icon:

• In the navigation bar.

• Next to the Contact or Consumer fields on the

Case form.
In the platform interface, click the phone icon:

Open the window • In the banner frame.

• Next to the Contact or Consumer fields on the

Case form.

With the admin role, you can configure the phone

icon. For more information, see CTI integration
with the Case form.

Click the X in the OpenFrame window header.

Hide the window Note: The OpenFrame window remains on
top of other forms or pages until hidden.

Click the + / – buttons in the OpenFrame window

header (if Enable collapsed view is set to True in
the OpenFrame configuration).
Expand or collapse the window
Note: When collapsed, agents can still
access call control actions.

Move the window Click and drag the OpenFrame window header.

Using OpenFrame in Agent Workspace

In Agent Workspace, you can integrate OpenFrame with the Interaction Management
System (IMS) and interaction records. This allows agents to manage the phone

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interaction life cycle. For more information, see Integration with Interaction
Management System (IMS).

Creating an OpenFrame configuration

With the admin role, you can create or modify an OpenFrame configuration. This
configuration stores information about the OpenFrame window settings, including:

• The window height and width.

• The icon, title, and subtitle displayed in the window header.

• Users and groups that have access to the window.

OpenFrame user roles

The OpenFrame window is available to agents with the sn.open.frame_user role and
who belong to one of the user groups specified in the OpenFrame configuration.

• Create an OpenFrame configuration

This configuration specifies the OpenFrame window settings as well as the URL to be
launched within OpenFrame.

• Answer an incoming call

Use the OpenFrame window to answer an incoming call.

• Make an outgoing call

Use the OpenFrame window to make an outgoing call.

• Transfer a call

After accepting an incoming call, a customer service agent can transfer a call to
another agent.

• Set agent call status

Customer service agents can set their current call status.

• openFrameAPI - Global

OpenFrame is an omni-present frame that communication partners can use to

integrate their systems into the ServiceNow platform.

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Related Concepts

• openFrameAPI - Global

This configuration specifies the OpenFrame window settings as well as the URL to be
launched within OpenFrame.

Before you begin

Role required: admin

About this task

As part of the OpenFrame configuration, users with the admin role can select one or
more user groups. Access to the configuration is limited to the users that have the
openframe user role and that belong to the selected groups.

Procedure

1. Navigate to System Properties > OpenFrame to display the OpenFrame

Configurations list.

2. Click New.

3. Fill in the fields, as appropriate.

OpenFrame Configuration form

Configuration
encoded string.

Note:

Several fields on the OpenFrame Configuration form can also be set by using
the OpenFrame API. These fields include: Title, Subtitle, Width, Height, and Title
Icon.

4. Click Submit.

Related Concepts

• openFrameAPI - Global

Use the OpenFrame window to answer an incoming call.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

sn_open_frame, or admin

About this task

The OpenFrame window displays the incoming call, including the phone number and
the customer contact or consumer information.

Procedure

1. Click Accept.

2. When the call is finished, click End.

Use the OpenFrame window to make an outgoing call.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

sn_open_frame, or admin

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Procedure

1. Do one of the following:

Option Description

Click the phone icon in the banner Enter the phone number in the Number
frame. field and click Call.

Click the phone icon next to the Customer contacts and consumers can
Contact or Consumer fields on the Case have multiple phone numbers.
form.
• If only one phone field is populated,
a call is placed to that number.

• If more than one phone field is

populated, a dialog box displays
the available numbers. Click the
desired number to place the call
and close the dialog box.

2. When finished with the call, click End.

After accepting an incoming call, a customer service agent can transfer a call to
another agent.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

sn_open_frame, or admin

Procedure

1. Answer an incoming call.

2. Click Transfer.

3. Select an agent from the drop-down list.

4. Click Call.

Customer service agents can set their current call status.

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Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,

sn_open_frame, or admin

Procedure

1. Click the phone icon in the banner frame.

2. Select your availability.

Option Description

Available The agent is available to take a call.

Not Available The agent is not available to take a call.

Busy The agent is currently on a call with a

customer.

Wrap Up The agent is updating case information

after completing a call.

After completing a call and the

subsequent wrap up, an agent must
manually change the status from Wrap
Up to Available.

OpenFrame is an omni-present frame that communication partners can use to integrate

their systems into the ServiceNow platform.

One of the core requirements is the ability to connect and serve code from different
domains that can connect seamlessly with partner subsystems. This cross domain
connection is required to keep connections and callbacks registered into
communication systems without any cross domain issues.

OpenFrame has two significant parts: one that lives in the ServiceNow application
(referred to as TopFrame) and this API that is sourced from the partner application. This
API has the necessary methods to communicate with TopFrame and control the visual
features of the OpenFrame.

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Note: To stay current with reference to the OpenFrame library, use the following
resource URI: scripts/openframe/latest/openFrameAPI.min.js.

APIs not supported on Agent Workspace

The following functionalities are not supported on Agent Workspace:

• openServiceNowList

• OpenCustomURL

openFrameAPI - init(Object config, function successCallback, function

failureCallback)

Initialize OpenFrame, must be the first method called.

This method initializes communication to TopFrame and initializes any visual elements
passed in the config parameter.

Parameters

Name Type Description

An object of key value

pairs. The possible keys are
config Object height, width, title, subTitle,
and titleIcon. All keys are
optional.

The callback function used

if the init method succeeds.
The openframe
successCallback function configuration stored in the
system is passed as a
parameter to the callback
function.

The callback function used

failureCallback function
if the init method fails.

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Returns

Type Description

void

openFrameAPI - show()

Makes the OpenFrame visible in the TopFrame.

Parameters

Name Type Description

None

Returns

Type Description

void

openFrameAPI.show()

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openFrameAPI - hide()

Hides the OpenFrame in the TopFrame.

Parameters

Name Type Description

None

Returns

Type Description

void

openFrameAPI.hide()

openFrameAPI - isVisible(function callback)

Checks to see if the OpenFrame is visible in the TopFrame.

Parameters

Name Type Description

The callback function

receives a parameter with
callback function a value of true or false. True
if OpenFrame is visible and
false if not visible.

Returns

Type Description

void

function callback(isVisible) {
console.log(isVisible)

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}
openFrameAPI.isVisible(callback)

openFrameAPI - setTitle(String title)

Sets the OpenFrame title.

Parameters

Name Type Description

A string of 256 or fewer

title String
characters.

Returns

Type Description

void

openFrameAPI.setTitle('Incoming Call');

openFrameAPI - setSubtitle(String subTitle)

Sets the OpenFrame subtitle.

Parameters

Name Type Description

A string of 256 or fewer

subTitle String
characters.

Returns

Type Description

void

openFrameAPI.setSubtitle('+18888888888');

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openFrameAPI - setSize(Number width, Number height)

Sets the OpenFrame size.

Parameters

Name Type Description

Should be greater than

width Number
zero.

Should be greater than

height Number
zero.

Returns

Type Description

void

openFrameAPI.setSize(300, 370);

openFrameAPI - setTitleIcon(Object icon)

Sets the OpenFrame's title icon.

Parameters

Name Type Description

Object of key value pairs.

Keys include imageURL,
icon Object
imageTitle, and any other
context needed.

Returns

Type Description

void

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openFrameAPI.setTitleIcon({imageURL:'/my/image/path.png', imageTitle:'
mute', id:101});

openFrameAPI.setTitleIcon({imageURL:'https://mydomian.com/image/path.p
ng',
imageTitle:'mute', id:101});

openFrameAPI - setIcons(Array icons)

The OpenFrame header can include icons that are placed next to the close icon.

Parameters

Name Type Description

A list of icon configurations,

where each icon
configuration is an object
icons Array
with key values imageURL,
imageTitle, and any other
needed context.

Returns

Type Description

void

openFrameAPI.setIcons([{imageURL:'https://mydomian.com/image/mute.png'
,
imageTitle:'mute', id:101}, {imageURL:'https://mydomian.com/image/hold
.png',
imageTitle:'hold', id:102}]);

openFrameAPI - subscribe(openFrameAPIEVENT event, function eventCallback)

Subscribes to the event.

These events are available.

• openframe_icon_clicked -- this event occurs when any icon other than the close icon
is clicked on the OpenFrame footer. The callback receives the icon object as a
parameter. This event replaces openframe_header_icon_clicked.

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• openframe_header_icon_clicked -- this event occurs when any icon other than the
close icon is clicked on the OpenFrame header. The callback receives the icon object
as a parameter. This event works but should be replaced with
openframe_icon_clicked.

• openframe_shown -- this event occurs when the OpenFrame is shown.

• openframe_hidden -- this event occurs when the OpenFrame is hidden.

• openframe_before_destroy -- this event occurs before the TopFrame is unloaded.

• openframe_communication -- this event is application specific and can be

customized.

• openframe_communication_failure -- this event occurs when communication to

TopFrame fails.

• openframe_collapse -- this event occurs when the collapse icon is clicked on the
OpenFrame header.

• openframe_expand -- this event occurs when the expand icon is clicked on the
OpenFrame header.

The openframe_header_icon_clicked is split into two events:

• openframe_icon_clicked: this event occurs when any icon other than the close icon is
clicked on the OpenFrame. The callback receives the icon object as a parameter.

• openframe_title_icon_clicked: this event occurs when the title icon is clicked on the
OpenFrame. The callback receives the titleIcon object as a parameter.

Note: The openframe_icon_clicked event replaces

openframe_header_icon_clicked, which works currently but is marked for
retirement in a future release. Until that time, clicking an icon emits both
openframe_icon_clicked and openframe_header_icon_clicked. Also, you can
subscribe to either one but not both at the same time as it may execute the
callback function twice. For example, if you are using
openframe_header_icon_clicked, plan to change the code and subscribe to
openframe_icon_clicked and/or openframe_title_icon_clicked based on your use
case.

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Parameters

Name Type Description

One of the available

event openFrameAPIEVENT
events.

The method called when

eventCallback function
the specified event occurs.

Returns

Type Description

void

function handleIconClick(context) {
console.log("Icon was clicked", context);
}
openFrameAPI.subscribe(openFrameAPI.EVENTS.ICON_CLICKED, handleIconCli
ck);

openFrameAPI - openServiceNowForm(Object details)

Opens a form URL.

When an agent receives an incoming call, the OpenFrame window displays information
such as the account, contact, or consumer. Clicking a link in the OpenFrame window
displays the corresponding record.

• In the platform interface, this API opens a form URL in TopFrame.

• For Agent Workspace, this API supports interaction tab management. In Agent
Workspace, an interaction record opens in a parent tab and the specified entity
record opens in a child tab under the interaction tab.

Note: In the platform interface the interaction_sys_id is ignored.

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Parameters

Name Type Description

An object of key value pairs. The

possible keys are

details Object • entity, the table name

• query, an encoded query string

entity String Table/entity name

Query to identify the record to be

query String
opened

(Optional) Interaction to be
interaction_sys_id String opened as parent tab in Agent
Workspace

Returns

Type Description

void

openFrameAPI. openServiceNowForm({entity:’customer_account',
query:'sys_id=447832786f0331003b3c498f5d3ee452’, 'Interaction_sys_id':
'3be092313b711300758ce9b534efc4dd'});

openFrameAPI - openServiceNowList(Object details)

Opens a list URL in TopFrame.

Note: This API is not supported on Agent Workspace.

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Parameters

Name Type Description

An object of key value

pairs. The possible keys are

• entity, the table name

details Object
• query, an encoded query
string

Returns

Type Description

void

openFrameAPI.openServiceNowList({entity:'case', query:'active=true'});

openFrameAPI - version()

Returns the OpenFrame API version.

Parameters

Name Type Description

None

Returns

Type Description

String The OpenFrame API version

var version = openFrameAPI.version();

console.log("API version " + version);

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openFrameAPI - openCustomURL(String details)

Opens a custom URL in TopFrame.

The mode passed in this API:

• Sets the appropriate icon in the header: collapse or expand

• Raises the relevant event for CTI:

• openFrameAPI.EVENTS.COLLAPSE

• openFrameAPI.EVENTS.EXPAND

Parameters

Name Type Description

Mode String Set OpenFrame Mode.

Enumerated options:

1.
openFrameAPI.FRAME_
MODE.COLLAPSE

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Name Type Description

2.
openFrameAPI.FRAME_
MODE.EXPAND

Returns

Type Description

void

openFrameAPI.setFrameMode(openFrameAPI.FRAME_MODE.COLLAPSE);

openFrameAPI - openInteraction(interaction_sys_id)

Supports the interaction tab.

In Agent Workspace, an interaction opens in a parent tab.

Note: In the platform interface, no action is performed.

Parameters

Name Type Description

Interaction to be opened
interaction_sys_id String as parent tab in Agent
Workspace

openFrameAPI.openInteraction('3be092313b711300758ce9b534efc4dd');

Social media integration

Support case resolution through social media communication channels.

When working with customers or consumers to create and resolve cases, agents can
select Social as the communication channel and add a social profile to the Case form.
Any communication with customers or consumers that takes place through social media
is recorded on the Case form in the Social Logs related list.

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Customer service managers can create one or more social profiles for a user by
recording a user's social profile information on a specific social media channel such as
Twitter or Facebook. Managers can create social profiles for accounts, contacts, and
consumers from the Social Profiles related list on the entity form. Agents have read-only
access to these profiles.

Integration with Customer Service Management

The social media communication channel is integrated with the following Customer
Service Management forms: Case, Account, Contact, and Consumer.

On the Case form, the Channel field includes the Social option. Selecting this option
adds the Social Profile field to the Case form, in which you can select a specific social
media channel. The Social Logs related list captures the details of social media
conversations.

The Account, Contact, and Consumer forms include the Social Profiles related list.
Customer service managers can create one or more profiles for each of these entities.

Plugins

The Customer Service Social Integration plugin (com.sn_cs_social) is activated as part of

the Customer Service Management plugin.

Tables
The Customer Service Social Media plugin adds the following tables.

Table Description

Social Channels
Stores the social channels, which are
[sn_app_cs_social_social_channel] brought in by the social integration tool.

Social Profiles
Stores the social profiles created for each
[sn_app_cs_social_social_profile] customer contact or consumer.

Stores the details of social media

Social Logs
conversations related to cases.

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Table Description
[sn_app_cs_social_social_log]

• Create a social media profile

Users with the customer service manager role can create a social media profile for an
account, contact, or consumer.

• Create a social media log entry

Users with the customer service manager role can create a social media log entry for
a case.

Create a social media profile

Users with the customer service manager role can create a social media profile for an
account, contact, or consumer.

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

1. Navigate to the Social Profiles related list on the desired entity form: Account,
Contact, or Consumer.

2. Click New.

3. Fill in the fields on the Social Profile form, as appropriate.

Field Definition

The social media channel for this profile.

Channel
For example, Twitter or Facebook.

The user's name or handle for the

Social ID
selected social media channel.

PDF generated on May 21, 2019 169

Field Definition

If created from the Contact form, this

Contact
field displays the name of the contact.

If created from the Consumer form, this

Consumer
field displays the name of the consumer.

If created from the Account form, this

Account
field displays the name of the account.

The link to the user's social media

Profile URL
account.

4. Click Submit.

Create a social media log entry

Users with the customer service manager role can create a social media log entry for a
case.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

Only a manager or administrator can create an entry on the Social Logs related list, if
necessary. The entries on this list are typically populated by the social integration tool.

Procedure

1. Navigate to the desired Case form.

2. From the Social Logs related list, click New.

3. Fill in the fields on the Social Log form, as appropriate.

PDF generated on May 21, 2019 170

Field Definition

The social profile for the customer

Social Profile
contact or consumer.

The agent participating in the

Agent
conversation.

The URL for the social conversation.

Social URL Clicking this URL opens the conversation
in a new tab.

Document The related case number.

Message The details of the conversation.

4. Click Submit.

Create rules to route and assign customer service

cases
The case routing feature uses matching rules and assignment rules to identify customer
service cases that meet certain conditions and then route those cases to customer
service agents.

Create one or more matching rules that establish specific conditions that a case must
meet before it can be routed to an agent. Then use an assignment rule to route those
cases to agents based on product knowledge and availability. You can also invoke the
MatchingRuleProcessor API to execute the matching rules and return a list of users
(sys_ids).

Matching Rules

Matching rules are based on two defined sets of conditions, one that identifies specific
case attributes and another that identifies the agent resources best suited to handle
cases with these attributes. Matching rules are created using the Matching Rule form.

To identify case attributes, select a table that stores the task type (for example, the Case
table) and then use a condition builder to create one or more conditions that a case
must meet before being routed. For example, you can build conditions for a specific
account and product or for a specific product and priority level.

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To identify an agent resource, use one of the following resource matching methods:

• Simple: select the resource name from a list of users.

• Advanced: build conditions that filter the available agent resources. These conditions
can be based on user role, agent group, specific skills, work load, or agent availability.

• Scripted: create a customized script to identify agent resources.

Another resource matching method, Selection Criteria, can be used to create a

matching rule with selected matching criteria for use with the assignment workbench.

Assignment Rules
Use assignment rules to automatically assign task to users and groups. Create an
assignment rule for a matching rule by clicking the Create assignment rule related link
on the Matching Rule form. When the matching rule conditions are met, a case can be
routed to a user or a group using the assignment rule. The assignment rule is applied only
if the task is not already assigned to another user or group.
Note: Matching rules and assignment rules are independent records with no
synchronization. If you make a change in the Applies to component of the
matching rule, it is not reflected in the assignment rule
When you create an assignment rule, you select the following:

• The table for the task type and the conditions that must be met before the task is
assigned.

• The user or the group to which the task is assigned.

Alternately, you can create a script to further customize the assignment rule.

• Create a matching rule for case routing

Create a matching rule for a customer service case that identifies the case attributes
as well as the agent resources.

• Create an assignment rule for case routing

Create a rule that assigns those cases that meet the matching rule criteria to a
customer service agent.

• Invoke the MatchingRuleProcessor API

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After you create one or more matching rules, you can invoke the
MatchingRuleProcessor API and run the rules.

• Reverse matching

Reverse matching uses the same matching rules to match tasks to a resource rather
than resources to a task.

Related Concepts

• Assignment rules module

Create a matching rule for case routing

Create a matching rule for a customer service case that identifies the case attributes as
well as the agent resources.

Before you begin

Role required: admin

Procedure

1. Navigate to Routing and Assignment > Matching Rules.

2. Click New.

3. Fill in the fields on the Matching Rule form.

This form contains the following sections:

• Basic rule information

• Applies to: use this section to create rule conditions

• Resource: use this section to create agent and agent group conditions
Matching Rule form

Field Description

Name The name of the matching rule.

Execution order The order in which this matching rule is

to be executed. Similar to business rules,

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Field Description
matching rules are processed based on
execution order, from the lowest to the
highest.

Enable this check box to activate the

Active
matching rule.

Applies To

The table that stores the task for which

the matching rule is being created. The
Table
default is the Case
[sn_customerservice_case] table.

Use the buttons in this field to build one

or more conditions on the selected
table. A condition is made up of a
Conditions selected field, an operator, and a value.
Add conditions using the AND and OR
buttons. Delete conditions by clicking
the X to the right of a condition.

Resource

Matching The type of resource matching method

to use for this rule: Simple, Advanced,
Scripted, Selection Criteria.
Select Simple to assign a task to a
specific user.

a. Click the lookup icon next to the

Resource field.

b. Select a Table name.

c. Select a Document from the table.

d. Click OK.

Select Advanced to create a specific

set of resource conditions. Then use the

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Field Description
condition builder in the Resource field to
identify these conditions.

Select Scripted to create a customized

script for identifying resources, with the
goal of returning a list of users that have
the same skills as the task. The task under
consideration is set in the context of the
script. For example:

//current has the task record fo

r which the rule is being execut
ed.
var task = current;
var skills = task.getValue("skil
ls");
var skillUtil = new global.Skill
sUtils();
var skilledUsers = skillUtil.get
AllSkilledUserIds(skills);
return skilledUsers;

Select Selection Criteria to create a

matching rule for use with the
assignment workbench. Create then
rule and then add matching criteria
using the Select Criteria related list on
the Matching Rule form.

Resource This field changes depending on the

resource matching type selected in the
Matching field.

For Simple matching, use this field to

select a table and a user.

For Advanced matching, use the

condition builder in this field to build one
or more conditions to identify a
resource. These conditions can be
based on user role, agent group,

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Field Description
specific skills, work load, or agent
availability.

This field applies to Advanced

matching. Enable this check box to filter
Schedule based filtering
resources that are in schedule (work
hours) at the time of routing.

For Scripted matching. use this field to

create a customized script for
identifying resources. An example script
Script
is included. The expected return from a
customized script is an array of resource
sys_ids.

4. Click Submit.
The rule appears in the Matching Rules list.

5. Open the newly created rule from the Matching Rules list and add the desired
matching criteria.

6. From the Select Criteria related list, click New.

7. Select a Criterion.

8. In the Use for field, specify how you want the matching criterion to be used.
Option Description

Ranking and display Use the criterion to determine agent

ranking and displays it in a column on
the workbench.

Display only Displays the criterion in a column on the

workbench but does not use it to
determine agent ranking.

Ranking only Uses the criterion to determine agent

ranking but does not display it on the
workbench.

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9. Select a Ranking Method.

Option Description

More is better For example, more availability is better

when determining the agent ranking.

Less is better For example, fewer assigned cases are

better when determining agent ranking.

10. Click Submit.

The criterion appears on the Matching Rule form in the Select Criteria related list.

11. (Optional) From the Select Criteria related list, set a Threshold for the criterion.
A threshold sets a minimum requirement for a criterion. If necessary, personalize the
list and add the Threshold field.

Create an assignment rule for case routing

Create a rule that assigns those cases that meet the matching rule criteria to a
customer service agent.

Before you begin

Role required: admin

Procedure

1. Open the desired matching rule.

2. Click the Create assignment rule related link.

You can also create an assignment rule by navigating to Routing and Assignment >
Assignment Rule and clicking New.

3. Fill in the fields on the Assignment Rule form.

Assignment Rule form

Field Description

Name The name of the assignment rule.

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Field Description

The name of the application to which

Application this assignment rule belongs. The default
application is Global.

The order in which this assignment rule is

executed. Similar to business rules,
Order assignment rules are processed based
on execution order, from the lowest to
the highest.

Enable this check box to activate the

Active matching rule. Only active assignment
rules take effect.

Applies To

The table that stores the task for which

the assignment rule is being created.

This list shows only those tables and

database views that are in the same
scope as the assignment rule. If you
Table select a custom table that extends the
task table, you must clear the instance
cache by navigating to https://
<instance_name>.service-now.com/
cache.do in order for the assignment
rule to work.

The conditions in which the assignment

rule will apply.

Use the buttons in this field to build one

or more conditions on the selected
Conditions table. A condition is made up of a
selected field, an operator, and a value.
Add conditions using the AND and OR
buttons. Delete conditions by clicking
the X to the right of a condition.

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Field Description

Assign To

User The user to be assigned to the task.

The assignment group to be assigned to

Group
the task.

Script

A script to determine advanced

assignment rule functionality. Scripts
Script
provide access to current.variable_pool
variables.

4. Click Update.

Related Concepts

• Define assignment rules

Invoke the MatchingRuleProcessor API

After you create one or more matching rules, you can invoke the
MatchingRuleProcessor API and run the rules.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, admin

About this task

The matching engine can be invoked using the processAndGetCandidates method of

the matchingRuleProcessor class. Pass in the task record and the number of resources.
The result is an array of resource sys_ids.

The matching rules are processed based on the number stored in the Execution Order
field for each rule.

The result is a list of users (sys_ids), which you can use for case routing and assignment.

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Reverse matching
Reverse matching uses the same matching rules to match tasks to a resource rather
than resources to a task.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, admin

About this task

The resource matching engine can match resources and tasks in two ways:

• Forward: matches resources for a task

• Reverse: matches tasks for a resource

The same matching rule can be used for both forward and reverse matching. In the
customer service application, you can use reverse matching to determine which call
the next available agent should take. Reverse matching returns a list of case sys_ids
instead of user sys_ids. When using reverse matching, you can also limit the cases
returned to a specific set.

The following example shows how to use reverse matching.

MatchingRuleProcessor.processAndGetCandidates(resource, taskLimit, "sn

_customerservice_case", "reverse", false, [<array of cases to consider
>])

• Limit the number of task sys_ids returned for reverse matching rules

Reverse matching rules return a list of case sys_ids. Limit the number of cases returned
by configuring the number in the reverse.matchingrule.entity.limit system property.

Limit the number of task sys_ids returned for reverse

matching rules
Reverse matching rules return a list of case sys_ids. Limit the number of cases returned by
configuring the number in the reverse.matchingrule.entity.limit system property.

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Before you begin

Role required: admin

Procedure

1. In the navigation filter, type sys_properties.list.

2. Search for the reverse.matchingrule.entity.limit system property.

3. In the number field, change the number of cases returned. The default number is 30.

Result

If the number of cases returned is more than the value listed in the system property, the
reverse matching rule does not run for Scripted and Selection Criteria matching rules.

Track and analyze Customer Service case data

Use the Service Manager homepage to track and analyze customer service case data
and agent group activities.

The Service Manager homepage displays several case-related reports, which are
created using the Reports application. The customer service agent manager can drill
down into these reports for more information about the related cases.

To view the Service Manager homepage, navigate to Customer Service > Overview.

The Customer Service Performance Analytics feature adds two more reports to the
Service Manager homepage: Case Average Response Time and Number of Open
Cases. These reports use indicators as a way to collect and measure data and
breakdowns to show different views of this data.
Note: Customer Service Performance Analytics is an optional feature available
with the Customer Service Management application. To use this feature, activate
the Performance Analytics - Content Pack - Customer Service plugin
(com.sn_customerservice_pa). You can activate Performance Analytics solutions on
instances that do not have Performance Analytics to evaluate the functionality.
However, to collect scores for indicators you must license Performance Analytics.

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Report Figure Description

• Click any bar within the

graph to drill down and
see additional
information for a specific
date.

• Use Customer Service Performance Analytics reports

The Customer Service Performance Analytics feature adds reports to the Service
Manager homepage.

• View the Customer Service Executive dashboard

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The Executive dashboard provides a view of the operation and trends of the Customer
Service function for your organization.

• View the Customer Service Manager dashboard

The Manager dashboard displays charts and summary data on metrics like backlog,
resolution rates, SLA, Customer Satisfaction ratings, and per-agent KPIs.

• View the Customer Service Agent dashboard

The Agent dashboard provides quick access to your cases based on criteria that help
you to prioritize your work. The dashboard also displays charts and summary data on
metrics for your group.

Related Concepts

• Performance Analytics indicators

Use Customer Service Performance Analytics reports

The Customer Service Performance Analytics feature adds reports to the Service
Manager homepage.

Before you begin

Role required: sn_customerservice_manager

About this task

These reports, Case Average Response Time and Number of Open Cases, use indicators
as a way to collect and measure data. The indicators, in turn, use breakdowns to show
different views of the collected data.
Note: Customer Service Performance Analytics is an optional feature available
with the Customer Service Management application. To use this feature, activate
the Performance Analytics - Content Pack - Customer Service plugin
(com.sn_customerservice_pa).

Procedure

1. Navigate to Customer Service > Overview.

PDF generated on May 21, 2019 184

2. Drill down into the Case Average Response Time or Number of Open Cases reports
to see detailed information for a specific day.

3. Click the Breakdowns tab.

4. Select one of the following breakdowns from the menu:

• Case.Asset

• Case.AssignedTo

• Case.AssignmentGroup

• Case.Company

• Case.Contact

• Case.Product

• Case.State

5. The displayed data changes to match the selected view. For example, selecting
Case.AssignedTo displays the data by customer service agent.

Related Concepts

• Performance Analytics indicators

View the Customer Service Executive dashboard

The Executive dashboard provides a view of the operation and trends of the Customer
Service function for your organization.

Before you begin

Role required: pa_admin or pa_viewer

Procedure

1. Navigate to Performance Analytics > Dashboards.

2. Click the All tab, select Other from the Group menu, and click the Customer Service
Executive - Advanced tile.

PDF generated on May 21, 2019 185

Tabs on the Executive dashboard

Scorecards: On some scorecards, the percentage

change in the current period appears under the total.
Click the value to view details and underlying data.

• CSAT: Average Customer Satisfaction based on

CSAT survey results. See Customer service
satisfaction surveys.
Overview
• Avg. Time to Resolution: Average time for a case to
be marked as resolved by a customer.

• Open Backlog: Number of cases that are currently

not resolved.

Data Trends: Summary data appears for several metrics.

Click a metric to view the underlying data.

Top-10 accounts ranked by worst CSAT, Time To

At-Risk Accounts
Resolution, and Open Case Backlog.

Top-10 products ranked by worst CSAT, Time To

Product Overview
Resolution, and Open Case Backlog.

Cost Information
Note: Install the Performance Analytics — Content
Pack — Customer Service plugin to view the Cost
Information tab.

• Total Cost:

• Cost per Case - by Channel:

• Cost per Case - by Product:

• Cost per Case - by Account:

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Note: The Cost Information tab appears only if the

"Performance Analytics - Content Pack - Financial
Management for Customer Service" plugin is
installed.

A word cloud of most frequently used words and

phrases in the short descriptions of open cases. It
provides customer service executives with an insight into
the important words and phrases emerging from issues
reported by users.

• Drill down on one or more keywords to view other

words associated with cases that contain that
keyword.

• Search the word cloud for specific terms.

• Filter the word cloud by the breakdowns to focus on

Word Cloud a particular aspect of the data. Some breakdowns
enable a secondary selection.

• Trend line: Trend line showing the frequency of the

top keywords over time. Click and move the cursor
to view the data for any date.

• Related Records: List of cases containing the

keywords you selected from the word cloud.
Note: The Word Cloud tab appears only if the
Performance Analytics Premium plugin
(com.snc.pa.premium.cs) is installed.

On any scorecard or list, click an entry to view details and underlying data. For
example, on the Product Overview tab, click an entry in the CSAT list:

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The detailed information page opens to the Chart tab.

Chart Values of the metric as a function of time.

Select a Breakdown to focus on a particular aspect of the

data, for example, the Account or AssignedTo setting
Breakdowns (assigned CS Agent). Some breakdowns enable a secondary
selection (Select an Element). For example, if you select
AssignedTo, then you can select the CS Agent to review.

Scores Values of the metric listed over time.

Comments Enter comments as needed.

Information on the data source and method of computation

More Info
for the metric.

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View the Customer Service Manager dashboard

The Manager dashboard displays charts and summary data on metrics like backlog,
resolution rates, SLA, Customer Satisfaction ratings, and per-agent KPIs.

Before you begin

Role required: pa_admin or pa_viewer

Procedure

1. Navigate to Performance Analytics > Dashboards.

2. Click the All tab, select Other from the Group menu, and click the Customer Service
Manager - Advanced tile.

Overview
Scorecards

On some scorecards, the percentage

change in the current period appears
under the total.

• Open Backlog: Number of cases

that are currently not resolved.

• CSAT: Average Customer

Satisfaction based on survey results.
See Customer service satisfaction
surveys.

• Open Cases with Breached SLAs:

Percentage of cases that have
remained open past the time that is
required by the SLA.

• Unassigned Open Cases: Number of

open cases that are currently not
assigned to a CS Agent.

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• Avg. Time to Resolution: Average

time for a case to be marked as
closed or resolved.

• First Call Resolution: Number of

cases that were resolved during first
contact with the customer.

Trend summaries

• Open Case Backlog: Chart of

cumulative open cases and case
age over time.

• Backlog Growth: Number of

backlogged cases for each agent
over time.

Analysis
• Open Backlog section: Trend chart
of backlog over time. Click and
move the cursor to view the data for
any date. The following charts
display the data for the selected
date:

• % Not Updated in 5 Days:

Percentage of open cases that
CS Agents have not updated in
the preceding five days.

• % with Breached SLAs:

Percentage of cases that have
remained open past the time
that is required by the SLA.

• Avg. Re-asssignment of Open

Cases Average number of times
that a backlogged case was
assigned to a different CS
agent.

• Breakdowns:

• Records:

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• Resolved/Closed Cases section:

Trend chart of resolved or closed
cases over time. Click and move the
cursor to view the data for any
date. The following charts display
the data for the selected date:

• Closed in Same Day:

Percentage of open cases that
CS Agents have not updated in
the preceding five days.

• % Re-opened at Leaset Once:

Percentage of cases that have
remained open past the time
that is required by the SLA.

• % Re-asssigned Average
number of times that a
backlogged case was assigned
to a different CS agent.

• Breakdowns: Select a Breakdown to

focus on a particular aspect of the
data, for example, the Account or
AssignedTo setting (assigned CS
Agent). Some breakdowns enable a
secondary selection (Select an
Element). For example, if you select
AssignedTo, then you can select the
CS Agent to review.

• Records: List of all cases.

List of case with State = New, Open, or

Case Spotlight
Awaiting info.

Agent Analysis Each section is a list of all CS Agents

ordered from best to worst:

• Avg. Time to Resolution: Average

time for a case to be marked as
closed or resolved.

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• First Call Resolution: Number of

cases that were resolved during first
contact with the customer.

• CSAT: Customer Satisfaction based

on survey results. See Customer
service satisfaction surveys.

• Agent Efficiency: A line for each

Agent shows the average time to
resolution over time.

• Avg. Time to Resolution: Trend line

for the average time to resolution
over time.

Word Cloud A word cloud of most frequently used

words and phrases in the short
descriptions of open cases. It provides
customer service executives with an
insight into the important words and
phrases emerging from issues reported
by users.

• Drill down on one or more keywords

to view other words associated with
cases that contain that keyword.

• Search the word cloud for specific

terms.

• Filter the word cloud by the

breakdowns to focus on a particular
aspect of the data. Some
breakdowns enable a secondary
selection.

• Trend line: Trend line showing the

frequency of the top keywords over
time. Click and move the cursor to
view the data for any date.

• Related Records: List of cases

containing the keywords you
selected from the word cloud.

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Note: The Word Cloud tab

appears only if the Performance
Analytics Premium plugin
(com.snc.pa.premium.cs) is
installed.

On any scorecard or list, click an entry to view details and underlying data. For
example, on the Product Overview tab, click an entry in the CSAT list:

The detailed information page opens to the Chart tab.

Chart Values of the metric as a function of time.

Breakdowns Select a Breakdown to focus on a particular aspect of the

data, for example, the Account or AssignedTo setting
(assigned CS Agent). Some breakdowns enable a secondary

PDF generated on May 21, 2019 193

selection (Select an Element). For example, if you select

AssignedTo, then you can select the CS Agent to review.

Scores Values of the metric listed over time.

Comments Enter comments as needed.

Information on the data source and method of computation

More Info
for the metric.

3. Select one of the following breakdowns from the menu:

• Case.Asset

• Case.AssignedTo

• Case.AssignmentGroup

• Case.Company

• Case.Contact

• Case.Product

• Case.State

View the Customer Service Agent dashboard

The Agent dashboard provides quick access to your cases based on criteria that help
you to prioritize your work. The dashboard also displays charts and summary data on
metrics for your group.

Before you begin

Role required: pa_admin or pa_viewer

Procedure

1. Navigate to Performance Analytics > Dashboards.

2. Click the All tab, select Other from the Group menu, and click the Customer Service
Agent - Advanced tile.

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My Work tab

Cases assigned to me that are not

My Open Cases
resolved, closed or canceled.

Cases assigned to me that are part of a

My Cases With Problems parent case that is assigned to a system
admin.

My New Cases Cases that I have not yet responded to.

P1 cases that are assigned to a member

My Group's P1 Cases
of my group.

Cases assigned o a member of my

My Group's Open Cases group that are not resolved, closed or
canceled.

My KBs Created List of all KB articles that I created.

Organizational Trends tab (combined data for all agents in my group)

Average Customer Satisfaction based

CSAT on survey results. See Customer service
satisfaction surveys.

Percentage of cases that were resolved

First Call Resolution
during first contact with the customer.

Average time for a case to be marked

Avg. Time to Resolution
as closed or resolved.

Number of backlogged cases for each

Backlog Growth
agent group over time.
On any scorecard or list, click an entry to view details and underlying data. For
example, on the Product Overview tab, click an entry in the CSAT list:

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The detailed information page opens to the Chart tab.

Chart Values of the metric as a function of time.

Select a Breakdown to focus on a particular aspect of the

Scores Values of the metric listed over time.

Comments Enter comments as needed.

Information on the data source and method of computation

More Info
for the metric.

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Create and resolve customer service cases

Customer service agents perform a variety of tasks as they work to resolve issues or
problems for customers. A case is a record that a customer service agent uses to identify
and resolve a question or an issue for an external customer.

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 of the
communication to and from the customer, including the communication channels
being used.

• Create a case from the Customer Service Management application

Customer service agents and agent managers can create a case from the Customer
Service Management application.

• Create a customer service case from associated entities

Create a new case from any of the entities that can be associated with a case.

• Assign a customer service case

Assign a case to yourself or to another customer service agent.

• Respond to a customer chat request

Select a chat request from the chat queue and respond to a customer's question or
comment.

• Create a customer service case from a chat

If a customer chat results in the need to open a case, create the case directly from
the conversation.

• Resolve cases with knowledge and community content

Enable agents to resolve a case more quickly by searching for information from the
knowledge base and community and, if helpful, associating it to the case.

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• Create a work order for a customer service case

Create a work order as part of the case resolution process.

• Report a knowledge gap

If you cannot find relevant articles that could help resolve a case, you can report a
knowledge gap.

• Initiate a conference call from a case

As part of resolving a customer service case, you can initiate a conference call
between involved users.

• Close a customer service case

Close a case at any time, except when it is in the Resolved state.

• Customer service case form

The Case form displays detailed information about a customer issue or problem.

Create a case from the Customer Service

Management application
Customer service agents and agent managers can create a case from the Customer
Service Management application.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

Customer service agents and agent managers can create a case from the Customer
Service Management application.

Procedure

1. Navigate to Customer Service > Cases > Create New.

You can also click New from the Customer Service Cases list or click the Create New
Case related link on several of the entity forms.

PDF generated on May 21, 2019 198

2. Fill in as many fields on the Create Case form as you can.

Create Case form (Customer Service Management application)

Field Description

The automatically assigned case

Number
number.

The method by which the customer

initiated contact and the case was
opened.

• Web (default)

Channel • Phone

• Email

• Chat

• Social

The local time of the contact assigned

to the case.

It is automatically filled according to the

time zone set on the Contact form. If no
time zone is set on the Contact form, it is
filled according to the Contact
Timezone set on the case itself.

Contact Local Time If no time zone is set on the Contact

form or in the case, the field is left blank
and is read-only.

If a case is closed or canceled, the

Contact Local Time field is hidden.

Note: Configure the form layout to

add this field to the Case form.

Contact time zone The contact time zone if the customer is

working in a different time zone for the

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Field Description
case. It overrides the Contact form time
zone.

If no contact local time or contact time

zone is set, the instance time zone is
displayed.

Once the case is created, the field is

read-only.

Note: Configure the form layout to

add this field to the Case form.

The name of the company associated

with this case.

If you select a contact in the Contact

Account
field, this field is auto-filled if the account
information is available in the contact
record.

The name of the customer contact for

Contact
this case.

The product model of the asset. A

model is a specific version or
configuration of an asset (for example,
Apple Mac Book Pro).

Product If you select an asset in the Asset field,

this field is auto-filled if the associated
product information is available in the
asset record. A product may be
associated with multiple assets.

The asset tag number or the serial

Asset number of the asset associated with this
case.

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Field Description

The name of the partner contact for this

case.

Partner Contact If you select a partner in the Partner

field, the list of available partner
contacts is based on this selection.

A check box to indicate that a case

should be handed-off for global follow-
up.

If a customer enters additional

comments on a Priority 1 - Critical or a
Priority 2 - High case, or if the case is
escalated, the flag is automatically
selected.

You can also manually select the check

box.
Follow the sun
The activity stream on the case form is
updated with any changes.

Note: Enable the Follow the sun

check box on the Customer Service
case form by setting the value of
the property
sn_customerservice.FTS_flag_enable
d to true. Configure the form layout
to add this field to the Case form.

A brief description of the customer

Short description
question, issue, or problem.

The date and time that the case was

Opened
opened.

Priority The assigned priority:

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Field Description
• 1 - Critical

• 2 - High

• 3 - Moderate

• 4 - Low (default)

The assigned customer service agent

Assignment group
group.

The assigned agent. This field displays all

users with the
sn_customerservice_manager and
sn_customerservice_agent roles.
Assigned to
If a group is selected in the Assignment
group field, the assigned agent must
belong to this group.

The contract number associated with

this case.

If you selected an asset in the Asset

Contract
field, the Contract field displays those
contracts that include a line item for
that asset.

The service entitlement associated with

this case.

The available entitlements are filtered

by the settings in the Account, Contract,
Entitlement Product, Asset, and Channel fields.

If only one entitlement is available for

this case, it is automatically added to
the Entitlement field.

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Field Description

Partner The name of the partner for this case.

3. Click Submit.
If available, the following information is associated with a newly created case:

• The name of the contact and the contact's company

• The product and contract details

• The SLA and entitlements

Create a customer service case from associated

entities
Create a new case from any of the entities that can be associated with a case.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

Customer service agents and managers can create a new case from any of the entities
that can be associated with a customer service case, such as accounts, products, and
contracts. These cases are created by clicking a related link from the entity form.

Navigate to Customer Service > Contracts

> Service Contracts. Select a contract
and then click the Create New Case
Service contract related link. A new case is created with
the contract information automatically
filled in. Fill in the remaining information
and click Submit.

Entitlement Navigate to Customer Service > Contracts

> Entitlements. Select an entitlement and
then click the Create New Case related
link. A new case is created with the

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company, contract, entitlement, and

channel information automatically filled
in. Fill in the remaining information and
click Submit.

Navigate to Customer Service > Customer

> Accounts. Select an account and then
click the Create New Case related link. A
Account new case is created with the account
information automatically filled in. Fill in
the remaining information and click
Submit.

Navigate to Customer Service > Customer

> Contacts. Select a contact and then
click the Create New Case related link. A
Contact new case is created with the contact and
account information automatically filled
in. Fill in the remaining information and
click Submit.

Navigate to Customer Service > Products

> Product Models. Select a product and
then click the Create New Case related
Product link. A new case is created with the
product information automatically filled in.
Fill in the remaining information and click
Submit.

Navigate to Customer Service > Products

> Assets. Select an asset and then click
the Create New Case related link. A new
Asset case is created with the asset and
product information automatically filled in.
Fill in the remaining information and click
Submit.

Related Concepts

• Set up associated entities

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Assign a customer service case

Assign a case to yourself or to another customer service agent.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

The Assign to me button is only visible if the current user has the customer service agent
role and is not already assigned to the case.

Procedure

1. Open the desired case.

2. Assign the case to an agent.

Option Description

Assign the case to yourself. Click Assign to me.

Assign the case to another agent. Select an agent in the Assigned to field.
The agent's name appears in the Assigned to field. If the agent also belongs to an
agent group, the group name appears in the Assignment group field.

Respond to a customer chat request

Select a chat request from the chat queue and respond to a customer's question or
comment.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Procedure

1. Navigate to Collaborate > Connect Support.

The Connect workspace opens in a new tab.

2. Click the support tab of the Connect sidebar, indicated by a headset icon ( ).

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The support tab displays Queues to which you belong. It also displays your open
support conversations under Cases. When a user starts a support conversation or an
agent transfers a conversation to a queue, any agent who belongs to the
associated queue can accept the conversation. An agent can also request to
transfer a conversation directly to you.
Support tab of Connect sidebar

3. Accept a conversation in one of the following ways.

Option Description

Accept a conversation from a queue Under Queues, click Accept by the

queue.

The conversation opens in the

conversation pane and an entry
appears in the Cases section of the
sidebar.

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Option Description

Accept a transfer request Under Cases, click Accept by a transfer

request.
Transfer request

The conversation opens in the

conversation pane. The agent who
transferred the conversation can stay in
the conversation.

4. Respond to the user and help resolve the issue.

By default, your messages are added to the conversation record as comments and
are visible to the user.

What to do next

If necessary, you can open a new customer service case or incident from the
conversation to track the issue. You can also transfer the conversation to a different
agent or queue, escalate the conversation to a higher priority queue.

Related Tasks

• Create an incident from a Connect Support conversation

• Transfer a Connect Support conversation to a different agent or queue

• Escalate a Connect Support conversation

Related Concepts

• Connect workspace

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Create a customer service case from a chat

If a customer chat results in the need to open a case, create the case directly from the
conversation.

Before you begin

Role required: sn_customerservice_agent or sn_customerservice_manager

About this task

When you create a customer service case from a support conversation, the system
copies the conversation history to the case activity stream as comments and work
notes. Future messages are tracked in the case as well.

Procedure

1. Navigate to Collaborate > Connect Support.

The Connect workspace opens in a new tab.

2. Click the support tab of the Connect sidebar, indicated by a headset icon ( ).

3. Under Cases, open a customer service conversation.

4. At the bottom of the conversation, click the menu icon ( ) to open the Connect
actions menu.

5. In the Connect actions menu, select Create Case.

In the conversation tools area to the right of the conversation, a new case form
opens in a record tab. The system automatically sets certain fields based on
conversation details.

6. Complete the form as necessary and click Submit.

Any comments or work notes in the record conversation appear as comments on
the incident form. Work notes do not appear in the chat for the ESS user. The chat
agent can select whether a message is a Comment or Work Note in the
conversation.

a. In the record conversation, by the text entry field, click the message type icon

( ).

b. Select Comment or Work Note.

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c. Enter a message.
By default, record conversation messages are added as comments.
Note: If you add an attachment to a record conversation, it is attached to the
underlying record as well.
The system automatically shares the record in the conversation, copies the
conversation to the record activity stream, and references the record on the Chat
Queue Entry [chat_queue_entry] table. Any new journal fields added to the record
do not appear in the chat. The system also changes the document ID for the
conversation to reference the incident number instead of the entry in the Chat
Queue Entry table.

Related Concepts

• Connect workspace

Resolve cases with knowledge and community

content
Enable agents to resolve a case more quickly by searching for information from the
knowledge base and community and, if helpful, associating it to the case.

Before you begin

Role required: sn_customerservice_agent

About this task

The Case form displays contextual search results based on text entered in the Short
Description field. These search results provide targeted knowledge articles, pinned
articles, and community content to customer service agents.
Customer service agents can search for information that is related to a case when
opening a case or in a case that is already open. If the search results in any related
content, the agent can preview the content. If the information is relevant, the agent
can mark it as helpful. Knowledge articles can be also attached to the case.
Note: By default, search results include knowledge articles, solved community
questions and blogs, and pinned articles.

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Procedure

1. Navigate to Customer Service > Cases.

2. Perform one of the following actions.

• Open a new case and start typing in the Short description field.

• Open an existing case and click Related Search Results.

Any matching search results are displayed in the Related Search Results section. The
content displayed depends on the permissions assigned to the agent in Knowledge
and Communities.

3. Click one of the results to open the content in a pop-up window.

4. Perform any of the following optional steps.

To Do this

Attach a knowledge article to the

case a. Click Attach next to the knowledge
article you want to attach to the case.

b. If you opened the knowledge article,

click Attach to Case.

The knowledge article is displayed in

Activities as a work note and is visible
only to customer service agents. A link
to the article is also entered in the
Additional comments field.

c. To make the article visible to customers,

click Post.
Note: You cannot attach Social Q&A
or Communities content to the Case
form.

Mark the content as helpful for

Click This helped.
resolving the associated case

Scroll to previous or next result Use the arrow keys to scroll up to the
previous or down to the next result.

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5. Perform one of the following actions.

• If you opened a case, click Submit.

• If you updated an existing case, click Update.

Create a work order for a customer service case

Create a work order as part of the case resolution process.

Before you begin

sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

After a work order is created, it appears in the Work Orders related list on the case form.
The case number is also referenced on the work order.

Procedure

1. Open the desired case.

2. From the Work Orders related list, click New.

3. Fill in the fields on the Work Order form.

4. Click Update.

Related Tasks

• Create a work order

Related Concepts

• Manage work orders

Report a knowledge gap

If you cannot find relevant articles that could help resolve a case, you can report a
knowledge gap.

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Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

You can search for and attach knowledge articles related to a case in a Case form. If
you cannot find the relevant articles, you can create a knowledge article that could
help resolve the case. If you do not have permissions to create an article, report a
knowledge gap.

Procedure

1. Navigate to Customer Service > Cases.

2. Open a case.
You can search for existing knowledge articles or create a knowledge article to help
resolve a case.

3. In the Related Links section, click Report Knowledge Gap.

4. Provide details about the knowledge gap in the Description field.

5. Click Submit.
A knowledge feedback task is created and is added to the Knowledge Gaps
related list.

What to do next

Work on a feedback task

Related Tasks

• Resolve cases with knowledge and community content

Related Topics

• Create a knowledge article

Initiate a conference call from a case

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As part of resolving a customer service case, you can initiate a conference call
between involved users.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, admin

About this task

Customer service agents can initiate a conference call from a case and add
participants, including on-call members of shift groups. To initiate a call, on the Case
form.

Procedure

1. Open the desired case.

2. click the Start Conference Call related link.

3. In the Conference Call Participants dialog box, select the participants for the call.
You can add individual participants, groups, or individual phone numbers. For
details, see Initiate a conference call.

Close a customer service case

Close a case at any time, except when it is in the Resolved state.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

After an agent proposes a solution for a case, the state changes to Resolved and the
customer can either choose to accept or reject the solution. If accepted, the case is
closed. If rejected, the state reverts to Open.

An agent or agent manager can close a case at any time, except when it is in the
Resolved state, when only a customer can accept or reject the proposed solution.
When an agent or agent manager closes a case, details must be included in the
Resolution notes field.

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Procedure

1. Open the desired case.

2. Click the Resolution Information tab.

3. From the Resolution Code drop-down list, select the code that indicates the
resolution state of the case.

4. Enter any information related to the closure in the Resolution notes field.

5. Click Close Case.

• Customer service satisfaction surveys

Customers can complete a satisfaction survey when a case is closed.

Customer service satisfaction surveys

Customers can complete a satisfaction survey when a case is closed.

When a customer accepts a proposed solution for a case by clicking Accept Solution
on the case form or closes a case by clicking Close Case, a satisfaction survey is
displayed in the customer service portal. The customer has the option of completing or
skipping the survey. Either choice returns the customer to the list of cases on the portal.

If a customer is using the email communication channel, an email that includes a link to
a customer satisfaction survey is sent when an agent closes a case. The customer can
click on this link to complete the survey.
Note: One survey can be generated per case. If a survey has already been
generated for a case, a second survey cannot be generated even if a case is
reopened and closed again.

The Customer Service application includes a default survey that you can customize as
needed. To customize the default survey, navigate to Survey > View Surveys and select
Customer Service Satisfaction Survey from the list of assessment metric types. To edit the
default survey, open the survey and click the Survey Designer button.

You can also design your own survey using the survey designer tool. After designing a
survey, be sure to select a condition for triggering the survey.

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The Customer Service dashboard includes a Customer Satisfaction report that displays
the survey results. You can also access the Customer Satisfaction report by navigating to
Reports > View/Run > Customer Satisfaction.

Related Concepts

• Get started with Survey Management

• Track and analyze Customer Service case data

Customer service case form

The Case form displays detailed information about a customer issue or problem.

There are two different versions of the Case form: A detailed view that is available to
agents and agent managers in the Customer Service Management application and a
simplified view that is available to external customers from the Customer Service Portal.

Agent view
The agent view of the Case form includes the following components:

• A timeline that provides a visual display of case activities.

• Referenced entities for the case including account and contact information, product
and asset information, service contract and service entitlement details, and any
pertinent SLAs. Except for SLAs, this information exists in the system and can be
associated with the case by the agent or agent manager.

• All communication about the case, both external and internal. This information is
stored in the Additional comments field (external communication), the Work notes
field (internal communication), the Resolution notes field. The Resolution notes field
stores details about the case resolution, and the Activity field, which stores all
communication in a chronological list.

Agents and managers can view a Case form by navigating to Customer Support >
Cases and selecting one of the following menu options:

• My Cases

• All

• Open

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• Unassigned

From the Case list, click a case number to display the Case form.

Customer Service Case form (agent view)

Field Description

Number The automatically assigned case number.

The method by which the customer

initiated contact and the case was
opened.

• Web (default)

Channel • Phone

• Email

• Chat

• Social

Contact Local Time The local time of the contact assigned to

the case.

It is automatically filled according to the

time zone set on the Contact form. If no
time zone is set on the Contact form, it is
filled according to the Contact Timezone
set on the case itself.

If no time zone is set on the Contact form

or in the case, the field is left blank and is
read-only.

If a case is closed or canceled, the

Contact Local Time field is hidden.

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Field Description

Note: Configure the form layout to

add this field to the Case form.

The contact time zone if the customer is

working in a different time zone for the
case. It overrides the Contact form time
zone.

If no contact local time or contact time

zone is set, the instance time zone is
Contact time zone displayed.

Once the case is created, the field is read-

only.

Note: Configure the form layout to

add this field to the Case form.

The name of the contact's company. This

field is filled in automatically if the
Account
information is available in the contact
record.

The name of the customer contact for this

Contact
case.

The product model of the asset. A model

is a specific version or configuration of an
asset (for example, Apple Mac Book Pro).

If you select an asset in the Asset field and

Product
the asset has an associated product, the
Product field is automatically updated. A
product can be associated with multiple
assets.

The asset tag number or the serial number

Asset
of the asset involved in this case.

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Field Description

The name of the partner contact for this

Partner Contact
case.

A check box to indicate that a case

should be handed-off for global follow-up.

If a customer enters additional comments

on a Priority 1 - Critical or a Priority 2 - High
case, or if the case is escalated, the flag is
automatically selected.

You can also manually select the check

box.
Follow the sun The activity stream on the case form is
updated with any changes.

Note: Enable the Follow the sun

check box on the Customer Service
case form by setting the value of the
property
sn_customerservice.FTS_flag_enabled
to true. Configure the form layout to
add this field to the Case form.

Short description A brief description of the issue or problem.

The date and time that the case was

Opened
opened.

The assigned priority:

• 1 — Critical

Priority • 2 — High

• 3 — Moderate

• 4 — Low (default)

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Field Description

Customer service case states:

• New

• Open

• Awaiting Info

State • Resolved

• Closed

• Canceled

Note: Configure the form layout to

add this field to the Case form

The assigned customer service agent

Assignment group
group.

The assigned agent. If a group is selected

Assigned to in the Assignment group field, the
assigned agent must belong to this group.

The contract number associated with this

Contract
case.

The entitlement associated with this case.

The entitlements available for selection in
the reference list channel matches the
case creation channel. The available
entitlements are filtered by the settings in
the Account, Contract, Product, Asset
Entitlement
fields.

If only one entitlement is available for this

case, it is automatically added to the
Entitlement field.

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Field Description

Partner The name of the partner company.

Notes

Users who receive notifications about this

case when additional comments are
Watch list added or if the state of a case is changed
to Resolved or Closed. Click the add me
icon to add yourself to the watch list.

Internal users who receive a notification

about this case when work notes are
added. You can only add internal users to
Work notes list the work notes list.

Click the add me icon to add yourself to

the work notes list.

Customer-viewable comments. Each

Additional comments comment is inserted into the Activity field
when the user clicks the Post button.

Information about how to resolve the

case, or steps taken to resolve it, if
applicable.

Internal users who have been added to

the Work notes list receive the Case work
Work notes
notes added notification containing the
work notes when added.

You can configure the notification, as

required. The notes are viewable by the
admin, agent, and agent manager.

Records all activity associated with this

Activities
case.

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Field Description

Resolution Information

The agent to whom the case is assigned

Resolved by
when the case is resolved.

The name of the user who closed the

Closed by
case.

Choice list indicating the resolution states

for the case.
Resolution Code
This field is mandatory when an agent
proposes a solution for a case.

Cause Details about the cause of the resolution.

Details about how the case was closed.

This field is mandatory if a customer
Resolution notes service agent or agent manager closes a
case. If a customer closes a case, it is not
mandatory.

A check box to determine if the resolution

notes are added to customer-viewable
comments when the case is resolved.

If selected, the resolution notes are added

Add resolution notes to comments
to the Additional comments (customer-
visible) field.

By default, the check box is cleared.

The date and time that the case was

Resolved
resolved.

The date and time that the case was

Closed
closed.

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Customer view

Customers can view a Case form by clicking My Cases on the customer portal and then
clicking a case number from their Case list.

The customer view of the Case form includes the following components:

• A process flow formatter that indicates the current state of the case.

• The related entity information, including account and contact information, product
and asset information, and service contract information.

• An Activity field that stores all communication for the case in a chronological list.

• Customer service case timeline

The timeline provides a visual display of case activities. The timeline appears at the top
of the Case form when viewed by an agent or manager in the Customer Service
Management application.

• Customer service case process flow formatter

The process flow formatter indicates the current state of a case at the top of a Case
form that is viewed from the customer portal.

• Customer service case form related lists

The Case form includes related lists that store case information and that agents can
use to perform case-related tasks.

• Customer service case states

A customer service case can be in one of several states.

• Customer service cases list

The Cases list displays a list of customer service cases for the current user.

Customer service case timeline

The timeline provides a visual display of case activities. The timeline appears at the top
of the Case form when viewed by an agent or manager in the Customer Service
Management application.

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The timeline uses blue circles to represent case state changes and markers to represent
case activities. The information included in the timeline is also shown on the Case form in
the Activity history.

Customer Service Case Timeline

Header

The timeline header displays the time that the case began. It also displays the time that
the case was either last updated or closed.

State changes and case activities

Each state change for a case is represented by a blue circle on the timeline. Pointing to
these circles provides more information about the state change in a tooltip. For
example, pointing to the first blue circle that represents the New state displays the name
of the user who created the case and the approximate time that the case was created.

Activity lines above and below the timeline represent other case activities, including
comments, information requests, close notes, email, and phone calls. Activities
performed by an agent are shown above the timeline and activities performed by a
customer are shown below. Pointing to these activities on the timeline displays
additional information.

Overlapping states and conversations are represented by thicker borders and thicker
lines. Pointing to overlapped states and conversations results in grouped tooltips.

If a case is ongoing, the end of the timeline shows the last updated activity or state
change. If a case is closed, the end of the timeline shows a blue circle that represents
the Closed state.

Time metric

The metric to the right of the timeline tracks the amount of time that a case is open. The
date and time that the case was opened is used as the start of the time calculation.
When a case is ongoing, the current time is used as the end time calculation. When a
case is closed, the close time is used as the end time calculation.

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The metric breaks down the time by the number of minutes and hours that a case is with
the agent or with the customer. A case is considered to be with the agent when it is in
the New, Open, or Closed state.

When a case is in the Awaiting Info or Resolved state, it is considered to be with the
customer.

• Use the Customer Service case timeline with other applications

You can use the Customer Service case timeline with other ServiceNow applications
by creating a configuration for each application and adding the ResolutionShaper
field to the desired form.

You can use the Customer Service case timeline with other ServiceNow applications by
creating a configuration for each application and adding the ResolutionShaper field to
the desired form.

Before you begin

Role required: admin

Procedure

1. Ensure that the Customer Service plugin (com.sn_customerservice) has been

activated.

2. Navigate to the Resolution Shaper Configs page

(<instance>sys_resolutionshaper_config_list.do) and click New.

3. Select a table in the Task Table field.

4. Add the desired states in the Requestor States field using a comma-separated list.
For example, New,Active,Resolved,Closed.

5. Make any necessary changes to the remaining fields and click Submit.

6. Navigate to the desired form.

7. Right-click the form header and select Configure > Form Layout.

8. Using the slushbucket, select ResolutionShaper and move it to where you want the
timeline to appear.

9. Click Save.

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Customer service case process flow formatter

The process flow formatter indicates the current state of a case at the top of a Case
form that is viewed from the customer portal.

The process flow formatter highlights the current state of the case with a blue line and
checks off the states that a case has passed through. For customers viewing a case
from the customer portal, the following states are displayed:

• New

• Open

• Resolved

• Closed

Process flow formatter

Customer service case form related lists

The Case form includes related lists that store case information and that agents can use
to perform case-related tasks.

Customer service case form related lists

Related List Description

The service level agreements that are

SLAs
associated with this case.

Tasks that have been created for this case

by the customer service agent or agent
manager. When you create a task or
Tasks
change the state of a task, the
information is recorded in the case Activity
field.

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Related List Description

The case phone log. A list of incoming or

Phone outgoing phone calls associated with this
case.

Appointments that the customer service

agent makes with the customer or others
as part of resolving this case.

When you create an appointment, an

Appointments appointment creation message is
recorded in the case Activity field. The
user selected in the To field on the
appointment form receives an email with
the appointment details.

The case email log. A list of the emails that

are sent or received as part of resolving
this case.

The customer service agent or agent

manager can send email from within the
case, such as updates and inquiries to
customers or other employees. A change
Emails
in the state of the case triggers an
automatic email to be sent to the
customer.

Customer contacts can create and

update cases by email as well as receive
updates from customer service agents.

A list of cases created for the same

Related Cases
account or contact.

Problems A list of problems related to this case.

Work Orders A list of work orders created for this case.

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Related List Description

A list of the communication with

customers or consumers that takes place
through social media channels. The Social
Log form includes the Social Profile of the
Social Logs
user that created the communication and
the Social URL for the conversation. Click
the URL to open the conversation in a new
tab.

Knowledge articles attached as a

Attached Knowledge
proposed solution to the case.

Feedback tasks created when a

Knowledge Gaps
knowledge gap is reported.

Customer service case states

A customer service case can be in one of several states.

Customer service case states

Term Definition

New The initial state for a new case, which is

created through any one of the channels:
customer portal, email, chat, telephone,
or from the Customer Service application.
Actions the agent can take:

• Assign to me: The case is assigned to the

agent and the state changes to Open.

• Accept: If assigned by the customer

service manager, the agent accepts the
case and the state changes to Open.

• Update: updates the case.

• Close Case: Closes the case.

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Term Definition
• Delete: Deletes the case.

Actions the customer can take:

• Update: updates the case.

• Close Case: Closes the case

The case is assigned to an agent and the

agent clicks Accept or an agent opens a
case and clicks Assign to me. Both of
these actions change the state from New
to Open.
Actions the agent can take:

• Update: Updates the case.

• Request Info: The agent requests

additional information from the
customer. The state changes to Awaiting
Info.
Open
• Propose Solution: The agent proposes a
solution for the case.
Note: The Resolution Code and
Resolution notes must be entered in
the Resolution Information tab.
The state changes to Resolved.

• Close Case: Closes the case.

• Delete: Deletes the case.

Awaiting Info An agent clicks Request Info, changing

the state from Open to Awaiting Info.
Actions the agent can take:

• Open Case: Changes the state back to

Open.

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Term Definition
• Update: Updates the case

• Close Case: Closes the case.

• Delete: Deletes the case.

Actions the customer can take:

• Update: Once the customer updates

the case, the state changes to Open.

• Close Case: Closes the case.

An agent provides a resolution code and

enters resolution notes in the Resolution
Information tab and clicks Propose
Solution, changing the state from Awaiting
Info to Resolved.

The Resolution code and Resolution notes

fields are mandatory when an agent
proposes a solution for the case.

Actions the agent can take:

• Update: Updates the case

Resolved • Close Case: Closes the case.

Actions the customer can take:

• Accept Solution: The customer accepts

the solution proposed by the agent. The
state changes to Closed and a survey is
displayed.

• Reject Solution: The customer rejects the

solution proposed by the agent and the
state changes to Open.

• Delete: Deletes the case.

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Term Definition

After proposing a solution, an agent waits

for the customer to respond.

• If the customer clicks Accept Solution,

the state changes from Resolved to
Closed.

• If the customer clicks Reject Solution, the

state changes from Resolved to Open.

An agent, agent manager, or a customer

can close a case at any time, except
Closed
when it is in the Resolved state. When it is
in the Resolved state, only a customer can
accept or reject the proposed solution.

When an agent or agent manager closes

a case, details must be included in the
Resolution notes. This is not required when
a customer closes a case.

A case cannot be updated once it is

closed.

Related Concepts

• State flows

Customer service cases list

The Cases list displays a list of customer service cases for the current user.

Users with the sn_customerservice_agent or sn_customerservice_manager roles can view

the Cases list in the Customer Service Management application. The default view of the
Cases list includes the following columns:

• Number

• Short description

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• Contact

• Account

• Channel

• State

• Priority

• Assigned to

• Updated

• Case Report (add a column to access this table if needed)

External customers can view a list of cases from the customer portal. For external users
with the sn_customerservice.customer or sn_customerservice.customer_admin roles, the
Cases list displays a subset of case information, including:

• Number

• Short description

• Product

• Priority

• State

• Updated

For external users with the sn_customerservice.partner or

sn_customerservice.partner_admin roles, the Account column is also displayed.

The cases included in this list are determined by user role.

User Role Cases Included in Case List

sn_customerservice_admin,
sn_customerservice_manager, All cases
sn_customerservice_agent

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User Role Cases Included in Case List

• Cases opened by the customer

sn_customerservice.customer • Cases opened by an agent for the
customer

Cases opened for the same account as

sn_customerservice.customer_admin
the customer admin's account

• Cases opened by the partner

• Cases opened by an agent for the

partner
sn_customerservice.partner
• Cases opened for the same account

• Cases opened from a partner account

• Cases opened for the same account

sn_customerservice.partner_admin • Cases opened for the partner admin's
account

Major issue management

Major issue management enables customer communication for issues that impact a
wider audience. Use this feature to proactively identify impacted customers, provide
information to these customers, and manage the resolution process.

This feature enables you to efficiently manage the communication and resolution
process for issues that impact multiple customers. With major issue management, you
can identify impacted customers who have not yet reported an issue and proactively
create cases for these customers.

Major issue management introduces the concept of a major case which contains the
details about a particular issue. Child cases can easily be created for a major case, with

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one child case created for each customer affected by the issue. These child cases
contain the customer-specific information.

Identify affected customers by creating a recipients list of accounts or consumers and

attaching it to the major case. Create this list using the Targeted Communications
application. Build a recipients list by identifying dynamic conditions, running a script, or
importing customer information into a template. Once attached to a major case, use
the recipients list to create a child case for each customer included in the list.

A major case is created in one of two ways:

• A customer service manager can create a major case.

• A customer service manager or major issue manager can promote a major case
candidate.

Major case candidates are created either by promoting an existing customer service
case (for customer reported issues) or by creating a candidate case directly (for non-
customer reported issues). Candidate cases require approval before being promoted to
major cases.

Major issue management also provides properties that enable automatic

synchronization from a major case to the associated child cases. Use these properties to
enable synchronization and to identify the synchronized fields.

Identifying issues and creating major cases

Customer service agents, managers, and major issue managers can use the following
process to identify potential issues, create major cases, and identify impacted
customers.

1. Create a major case candidate or flag an existing customer service case as a major
case candidate.

2. Review the major case candidate and either approve it as a major case or reject it.

• If approved, the candidate case becomes a child case of the major case.

• If rejected, the candidate case returns to a normal case.

3. Associate other cases reported for the same issue as child cases of the major case.

4. Identify other customers impacted by the issue by creating a recipients list and
attaching it to the major case.

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5. Create child cases for the customers included in the recipients list.

6. Manage the issue to resolution using the major case.

• Update the major case as needed, which automatically updates the child
cases.

• Close the major case when the issue is resolved. Closing the major case
automatically closes all the child cases.

Activate Major Issue Management

You can activate the Major Issue Management plugin (com.sn_majorissue_mgt) if you
have the admin role.

Before you begin

Role required: admin

About this task

This plugin requires:

• Customer Service [com.sn_customerservice]

• Targeted Communications [com.sn_publications]

• Task Communications Management [com.snc.task_communication_management]

This plugin adds the Major Issue Management menu to the application navigator.

Procedure

1. Navigate to System Definition > Plugins.

2. Find and click the plugin name.

3. On the System Plugin form, review the plugin details and then click the Activate/
Upgrade related link.

If the plugin depends on other plugins, these plugins are listed along with their
activation status.

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4. (Optional) If available, select the Load demo data check box.

You can also load demo data after the plugin is activated by clicking the Load
Demo Data Only related link on the System Plugin form.

5. Click Activate.

Related Reference

• List of plugins (Madrid)

Major, candidate, and child cases

Major issue management uses major case candidates to identify potential customer
issues. Approved candidate cases become major cases, which you can use to manage
issues to resolution. Child cases are created for customers impacted by an issue and are
associated with a major case.

Major cases

A major case contains information about a specific issue that impacts customers. It is not
associated with any accounts, contacts, or consumers. This customer-specific
information resides in the associated child cases.

The recipients list associated with the major case identifies customers impacted by the
issue. Select a list in the Affected Customers field in the Major Case Information form
section of the Major Case form. After adding the list, you can automatically create child
cases for all customers on the list. These cases are added to the Child Cases related list
on the major case form.

With synchronization enabled, updates to a parent case are automatically synchronized

to the associated child cases. When a major case is closed, the associated child cases
in the following states are also closed: New, Open, Awaiting Customer Info.

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To identify major cases in the list view, check the value in the Major case state field.

• Major cases have a state of Accepted.

• Major case candidates have a state of either Proposed or Rejected.

• Regular cases have a blank value.

In the form view, major cases and major case candidates display the Major Case
Information form section.
Note: Related links on a major case form do not synchronize to associated child
cases.

Major case candidates

A customer service agent uses a candidate case to flag an issue that may be a wider
problem impacting multiple customers. An agent can create a major case candidate:

• By promoting an existing customer service case with a reported issue.

• By creating a major case candidate directly.

A major case candidate requires the approval of the customer service manager or
major case manager before being promoted to a major case. When a major case
candidate is approved, a major case is created.

• If the major case candidate was promoted from an existing case, a major case is
created and the candidate case becomes a child case of that parent.

• If the major case candidate was created directly, that same case becomes the major
case.

If a major case candidate is rejected, it reverts to a regular case.

Child cases

Child cases are associated with a major case. One child case is created for each
account (B2B) or consumer (B2C) impacted by the major case issue. Child cases are
created from the recipients list on the major case and can also be added manually by
the major issue manager.

When child cases are created, the short description from the major case is copied to
each of the child cases. Duplicate child cases are not created. If a child case already
exists for an account or consumer, it is not created again.

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As child cases are created, you can enter text in a pop-up window that is added to the
Additional comments field on the child case form. These comments are added only to
the newly created child cases. The major case and any existing associated child cases
are not updated.

The primary contact for an account is the contact on the child case and is
automatically added to the child case watchlist.

Synchronization between major cases and associated child cases

The system administrator can set system properties that enable or disable the
synchronization between the major case and associated child cases and also define
the fields to synchronize. Synchronization occurs from the major case to the child cases.
If the state of a child case is Resolved, Closed, or Canceled, the synchronization does
not take place.

A major case and the associated child cases maintain synchronization on the fields
identified by the sn_customerservice.case_fields_to_sync property. This property specifies
the list of fields to synchronize from the major case to the associated child cases. By
default, these fields include:

• Priority

• State

• Comments

• Work notes

• Close notes

• Resolution code

If the State field is synchronized from the major case to the child cases, the Close notes
and Resolution code fields must also be synchronized.
Note: Child cases can be manually added to a major case at any time. There is no
retroactive synchronization for newly added child cases.

When synchronization is enabled, saving changes to a major case results in a pop-up

window. Verify the update by clicking OK.

Recipients lists

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Use recipients lists that contain account or consumer information to create the child
cases for a major case.

Major issue managers and customer service managers can select the desired list in the
Affected Customers field on the Major Case form. Clicking Create Child Cases then
creates a child case for each account or consumer in the recipients list.

Managers can change the recipients list before child cases are created. After child
cases are created, the Affected Customers field becomes read only.

Creating recipients lists

Recipients lists are created using the Targeted Communications application. With this
application, managers can select the type of list to create and the method used to
create the list: by uploading files, selecting dynamic conditions, or using scripts.

The Targeted Communications application creates several types of recipients lists,

including accounts, contacts, consumers, and internal users. The recipients list for a
major case must be of type accounts or consumers. Recipients lists are limited to one
specific type and cannot contain mixed types, for example accounts and consumers.
Note: The Major Issue Management plugin is dependent on the Targeted
Communications plugin. If Targeted Communications is active, recipients lists can
be created for internal users. If Targeted Communications and Customer Service
Management are both active, recipients lists can also be created for accounts,
contacts, and consumers.

Manually editing a recipients list

Major issue managers and customer service managers can manually add or remove
accounts or consumers from a recipients list by navigating to the Recipients List form,
clicking Edit in the Recipients related list, and then using the arrows to add or remove
records.

The Recipients related list includes the Dynamically Added column which displays either
True or False, depending on how a record was added:

• True for records that are dynamically generated, either by using the condition builder
or by running a script.

• False for records that are added manually, either by using the Edit button on the
Recipients related list or by file upload.

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The Active Communication column is set to True by default for both dynamically and
manually added records. This field indicates whether or not the recipient requires active
communication.

Refreshing a recipients list

Refresh a recipients list by clicking Refresh Recipient List on the Recipients List form. For
major issue management, the following guidelines apply to refreshing a recipients list:

• Refreshing a recipients list does not impact manually created records.

• If you remove a manually created record from a recipients list, it does not reappear
when the list is refreshed unless it meets the dynamic conditions used to filter the list.

• If you remove a dynamically generated record from a recipients list, it may reappear
when the list is refreshed if it meets the dynamic conditions used to filter the list.

• If the Active Communication field is set to false for a record, this setting does not
change when a recipients list is refreshed.

• If created using the Upload File method, you do not need to refresh the recipients list.

Related Tasks

• Create a recipients list

Major Case form view

Major issue management provides the Major Case form view, which includes the Major
Case Information form section and the Child Cases related list.

The Major Case form view does not display account-related information because a
major case is not linked to a specific account, contact, or consumer. This information is
stored in the child cases associated with a major case.

Major Case Information form section

Major cases and major case candidates include the Major Case Information form
section which includes the following fields.

Field Description

Major case state A major case can be in one of these

states:

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Field Description
• Proposed: the initial state when a
candidate case is created or proposed
by an agent or manager.

• Accepted: the Initial state when a major

case is created by a manager or when
a candidate case is promoted by a
manager.

• Rejected: the candidate case is

rejected by a manager.

• Cancelled: the case is cancelled.

The business impact of the issue identified

Business impact
in the major case.

The probable cause of the issue identified

Probable cause
in the major case.

The recipients list selected for the major

case. Child cases are created for the
Affected Customers accounts or consumers included in the
recipients list. This field is only visible when
the major case state is Accepted.

Customer service agents can update the Business impact and Probable cause fields as
well as add work notes. Major issue managers can update the Business Impact and
Probable Cause fields and attach a recipients list. The Affected Customers field is only
visible when the major case state is Accepted.

The Work notes field on the major case form is updated when a major case is proposed
or a candidate case is created manually. The Work notes field on associated child cases
is updated when a major case is accepted.

When a major issue manager rejects a candidate case, the Major Case State field is set
to Rejected and the Work notes field is updated with the case state. The candidate
case reverts to a regular case.

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Child Cases related list

Major issue management adds the Child Cases related list to the Customer Service Case
form. All child cases associated with a major case are added to this list. Child cases are
created automatically from the recipients list and can also be added or removed
manually.

Configure case synchronization

Configure the major issue management system properties to enable synchronization
between major cases and associated child cases.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Administration > Properties.

2. Enable the Synchronize fields from parent to child case property.

3. In the Comma separated list of fields that synchronize from parent to child cases
property, add a comma-separated list of fields that synchronize from the major case
to each of the associated child cases.

4. Click Save.

Propose a case as a major case candidate

Users with the customer service agent role can propose an existing customer service
case as a major case candidate.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager,

sn_majorissue_mgt.major_issue_manager

About this task

Cases in these states can be proposed as a major case candidate:

• New

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• Open

• Awaiting Info

Cases that are Resolved, Closed, or Canceled cannot be proposed as a major case
candidate.

When proposing a case as a major case candidate, agents can specify the reason or
justification for the case in the Propose Major Case popup window. Information
provided in the Work notes and Business Impact fields are added to the Case form.

Users with the major issue manager role receive a notification email when a case is
proposed as a major case candidate. These users can click the link in the notification
email to open the major case candidate in the platform interface.

Procedure

1. Navigate to the desired customer service case.

2. Click Propose Major Case in the Additional Actions menu on the Case form.

3. In the Propose Major Case pop-up window, enter a reason for the proposal in the
Work notes field. If desired, enter the business impact of the selected case in the
Business Impact field.
This information is added tn the Case form in the Work notes field and the Business
Impact field in the Major Case Information section.

4. Click Propose.
An entry is added to the Work notes on the Case form that the case was proposed
as a major case candidate. The information entered in the Propose Major Case
pop-up window is also added to the Case form.

Create a major case candidate

Users with the customer service agent role can create a major case candidate.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager,

sn_majorissue_mgt.major_issue_manager

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About this task

Users with the major issue manager role receive a notification email when a major case
candidate is created. These users can click the link in the notification email to open the
major case candidate in the platform interface.

Procedure

1. Navigate to Major Issue Management > Create Major Case Candidate.

2. Enter a description in the Short description field.

3. In the Major Case Information form section, enter the relevant information in the
Business impact and Probable cause fields.

4. Click Submit.

Approve or reject a major case candidate

Users with the major issue manager role can approve or reject a major case candidate.

Before you begin

Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

Procedure

1. Navigate to Major Issue Management > Candidates.

2. Select the desired candidate case.

3. Select one of the following from the Case form context menu.
Option Description

Approve Major Case Candidate Approves the current major case

candidate as a major case.
Upon approval:

• If the candidate case was proposed

from an existing case, a major case
is created and the candidate case
becomes a child case of that major
case.

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Option Description
• If the candidate case was created
directly, the candidate case
becomes the major case.

Reject Major Case Candidate Rejects the current major case

candidate as a major case.

If rejected, provide a reason for

rejecting the case in the Rejection
Reason pop-up window. This information
is added to the Work notes on the Case
form.

4. Click Update.

Create a major case

Users with the customer service manager role can create a major case.

Before you begin

Role required: sn_customerservice_manager

Procedure

1. Navigate to Major Issue Management > Create Major Case.

2. Fill in the fields on the Case form.

3. In the Major Case Information form section, fill in the Business impact and Probable
case fields.

4. Click Submit.

Create child cases for a major case

Users with the customer service manager role can create a child case for each of the
customers included in the major case recipients list.

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Before you begin

Role required: sn_majorissue_mgt.major_issue_manager, sn_customerservice_manager

About this task

The Create Child Cases button on the Major Case form creates a child case for each
account or consumer in the recipients list selected in the Affected Customers field. If a
child case for an account or consumer already exists, the system does not create a
duplicate child case.
Note: Use caution when selecting the recipients list for a major case. Selecting the
wrong recipients list can have a serious impact by creating a large number of cases
for incorrect accounts or consumers. Ensure that you have selected the correct
recipients list before clicking Create Child Cases.

Once child cases have been created, you cannot change the recipients list. Any
additional recipients must be added manually. After manually adding recipients to the
list, click Create Child Cases again to create child cases for these new recipients.

Creating child cases copies information from the major case to each of the child cases.
The field values that are copied to the child cases are identified by the
sn_customerservice.case_fields_to_sync system property.

Procedure

1. Open the desired major case.

2. In the Major Issue Management form section, select a recipients list in the Affected
Customers field.

3. Click Update.

4. Click Create Child Cases.

5. In the Create Child Cases pop-up window, enter information about the major case
This information is added as additional comments to each of the newly created
child cases. If child cases for this major case already exist, these child cases are not
updated.

6. Click Continue.
The child cases are created and added to the Child Cases related list.

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Related Concepts

• Recipients lists

Add an existing case as a child to a major case

Users with the customer service manager role can add an existing customer service
case as a child to a major case.

Before you begin

Role required: sn_majorissue_mgt.major_issue_manager, sn_customerservice_manager

About this task

Identify and narrow a list of cases, then select the desired case or cases to add to the
major case.

• Filter and narrow down the child case list.

• Select one or more cases and add as child to major case.

• Add work notes/activity log when a parent is added or removed

Messages on pop-up window:

Procedure

1. Open the desired major case.

2. In the Child Cases related list, click Add to display the Add Child Cases pop-up
window.
The Add Child Cases pop-up window displays a list of customer service cases that
are not major cases.

3. (Optional) Use the filters to narrow the list of cases displayed in the window.

4. Select the cases to add to the major case by enabling the check box for each
case.

5. Click Submit.

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The system evaluates the selected cases and adds none, some, or all of the cases to
the Child Cases related list. A message on the major case form informs the user of
the results by displaying one of the following:

• No selected cases were added as child cases.

• (x) of (y) selected cases were added as child cases.

• All (y) selected cases were added as child cases.

A work note is added to the Activities field for each child case added to the major
case.

Related Concepts

• Recipients lists

Components installed with Major Issue Management

Several types of components are installed with the major issue management feature.

Roles installed with Major Issue Management

Major Issue Management provides these roles.

Role title [name] Description Contains Roles

Users with this role can:

•
• Create major cases sn_customerservice_agen
t
Major issue manager • Approve or reject major
case candidates •
[sn_majorissue_mgt.major_is
sn_customerservice_cons
sue_manager] • Add or remove child
umer_agent
cases from major cases

• Add or remove impacted •

sn_publications_recipients
accounts (B2B) or
_user
consumers (B2C)

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Role title [name] Description Contains Roles

The customer service
manager role
•
[sn_customerservice_mana
sn_publications_recipients
ger] contains the major
_list_user
issue manager role.

Properties installed with Major Issue Management

Major Issue Management provides these properties.

To access these properties, navigate to Customer Service > Administration > Properties.
Note: To open the System Property [sys_properties] table, enter
sys_properties.list in the navigation filter.

Property Description

Enable this property to synchronize fields

from a major, or parent, case to the
Synchronize fields from parent to child associated child cases.
case
• Type: true|false
sn_customerservice.parent_child_case_sy
• Default value: false
nc
• Location: Customer Service >
Administration > Properties

Comma-separated list of fields that Specifies the list of fields to synchronize

synchronize from parent case to child from the major, or parent, case to the
cases associated child cases.

sn_customerservice.case_fields_to_sync • Type: string

• Default value:
priority,state,comments,work_notes,assig
ned_to,close_notes,resolution_code

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Property Description
• Location: Customer Service >
Administration > Properties

Tables installed with Major Issue Management

Major Issue Management adds the following tables.

Table Description

Case Communication Task

Stores details about case communication
[case_comm_task] tasks.

Case Communication Plan

Stores details about case communication
[case_comm_plan] plans.

Major issue management analytics

Provides indicators on the Customer Service dashboards for major cases and child
cases.

Action indicators are available on the Customer Service dashboards when the
Performance Analytics - Content Pack - Customer Service Management - Advanced
plugin (com.snc.pa.customer_service_advanced) is activated.
Note: Activate the Major Issue Management plugin (com.sn_majorissue_mgt) to
view the related indicators. Without this plugin, the indicators may not display
correctly.
Indicators:

• Number of Open Major Cases (by day, week, month)

• Percentage of Resolved Major Cases (by day, week, month)

• Number of Cases which are Child of Major Case

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• Percentage of Major Case Candidates (by day, week, month)

• Percentage of Child Cases which are Auto Created from Major Case

• Number of customers impacted by major issue

Special handling notes

Use the Special Handling Notes application to create notes that bring important
information about individual records to the user's attention.

Create special handling notes for specific records or for a set of records that meet one
or more conditions. You can also configure the Special Handling Notes application to
display any special handling notes from related records, such as the account or the
product associated with a customer service case.

Once created, special handling notes can be displayed in different ways: in an

embedded list or a related list on a record form or in a pop-up window that displays
when you access a form.

In addition to a message, a special handling note also has a status, an assigned priority,
and an expiration date.

The status of a note can be one of the following:

Status Definition

The note is active.

Active notes appear on the Special Handling Notes list or pop-up window.

Active Active notes remain on the list until they are set to Inactive or Expired.

Active notes remain on the pop-up window until dismissed or until they are
set to Inactive or Expired.

Inactive The note is no longer active.

Users with the sn_shn.admin or sn_shn.editor role can set a note to Inactive if
the information in the note is no longer useful. When a note is set to Inactive,
it is removed from the Special Handling Notes list or pop-up window.

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Status Definition
Inactive notes can be viewed by navigating to Special Handling Notes >
Special Handling Notes.

The note has reached it's expiration date or it has been expired manually.

If a note is expired, the form becomes read-only for all user roles other than
the system administrator.
Expired
A note is expired automatically by a scheduled job when it reaches it's
expiration date. The scheduled job also sets any inactive notes to expired if
the inactive notes have reached their expiration date.

When creating a special handling note, you can make it effective right away or you
can select a date when it becomes effective. You can also select an expiration date.
The Deactivate Special Handling Notes scheduled job, which runs daily at midnight,
checks the dates in the Effective on and Expires on fields for each note.

• If a special handling note has reached its Effective on date, the scheduled job sets the
status of the note to Active.

• If a special handling note has reached its Expires on date, the scheduled job sets the
status of the note to Expired.

A note can be assigned one of the following priorities:

• 1 - Critical (red)

• 2 - High (orange)

• 3 - Moderate (light green)

• 4 - Low (light blue)

The associated priority color is displayed as a colored bar to the left of the note in the
pop-up window and as a colored circle to the left of the priority field in the embedded
list.

Users with the sn_shn.admin role can configure the desired entity tables to use special
handling notes and then configure the corresponding forms to display either the list or
pop-up window. Users with the sn_shn.admin role can create, view, update, and delete

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notes. Users with the sn_shn.editor role can view and update notes and users with the
sn_shn.user role can view notes.

Special handling notes list

Special handling notes can be displayed on a form in an embedded or related list. Users
with the sn_shn.admin role can configure a form to display the Special Handling Notes
list. This list appears on a form when there are one or more active notes for a record. The
Special Handling Notes list displays the following information for a note:

• Message

• Expiration date

• Priority

• Table

Special handling notes are displayed on the list unless you configure additional
properties to display notes in a pop-up window.

Special handling notes pop-up window

Special handling notes can be displayed on a form in a pop-up window. Users with the
sn_shn.admin role can configure a form to display the Special Handling Notes pop-up
window. This window appears when you access a record that has one or more active
notes. The pop-up window displays the following information for each note:

• Message

• Priority

To dismiss a note, click OK. Once you dismiss a note, it no longer appears in the pop-up
window. To close the Special Handling Notes pop-up window, click X

To display special handling notes in a pop-up window, navigate to Special Handling

Notes > Properties and set the related properties.

• Configure special handling notes

Configure the desired entity tables to use special handling notes and then configure
the corresponding forms to display either the Special Handling Notes list or pop-up
window.

• Create a special handling note

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Create a special handling note for a record.

• Update a special handling note

Update a special handling note for a record.

• Delete a special handling note

Delete a special handling note for a record.

• Delete a special handling note from a form

Delete a special handling note for a record from the Special Handling Notes list on the
form.

Configure special handling notes

Configure the desired entity tables to use special handling notes and then configure the
corresponding forms to display either the Special Handling Notes list or pop-up window.

Before you begin

Role required: sn_shn.admin

Procedure

1. If necessary, activate the Customer Service Management plugin

(com.sn_customerservice).

2. Configure the desired entity tables to use special handling notes.

3. Configure the corresponding form to display special handling notes.

You can display notes in an embedded or related list on a form with no additional
configuration. To display notes in a pop-up window, you must also enable the
related properties.

4. If desired, enable the properties necessary to display special handling notes in a

pop-up window.

• Configure an entity table to use special handling notes

Configure an entity table to use special handling notes.

• Configure a form to show special handling notes

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Display special handling notes on a form in a list or pop-up window.

• Configure special handling notes properties

Configure the necessary properties to display special handling notes.

Configure an entity table to use special handling notes

Configure an entity table to use special handling notes.

Before you begin

Role required: sn_shn.admin

About this task

Configuring an entity to use special handling notes adds the Create Special Handling
Notes related link to the corresponding form.

Procedure

1. Navigate to Special Handling Notes > Configuration.

2. Click New.

3. Select a table in the Table name field.

4. If desired, select one or more Related Fields.

You can also display notes from related entities by including those fields in the
configuration. For example, you can display notes for the account and contact
associated with a customer service case by selecting the Account and Contact
fields on the Case form.

5. Click Submit.
The configuration is added to the Special Handling Configuration list.

Configure a form to show special handling notes

Display special handling notes on a form in a list or pop-up window.

Before you begin

Role required: sn_shn.admin

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Procedure

1. Navigate to a form.

2. Right-click the form header and select Configure > Form Layout.

3. Select one of the following from the Available column and move it to the Selected
column.

• Special Handling Notes List

• Special Handling Notes Pop Up

4. Click Save.

Configure special handling notes properties

Configure the necessary properties to display special handling notes.

Before you begin

Role required: sn_shn.admin

About this task

Procedure

1. Navigate to Special Handling Notes > Properties.

2. Configure the following properties.

Option Description

Display special handling notes only Special handling notes are displayed
once per session each time you access a record. Enable
this property to display special handling
notes only once per session.

Maximum number of notes displayed in

Increase or decrease this number as
the Special Handling Notes pop-up
desired. The default is 20 alerts.
window

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Option Description

Width of the Special Handling Notes The width of the pop-up window in
pop-up window in pixels pixels. The default width is 500. If you
specify less that 300, the window
automatically uses the default width.

3. Click Save.

Create a special handling note

Create a special handling note for a record.

Before you begin

Role required: sn_shn.admin or sn_customerservice_manager

About this task

If users have the sn_customerservice_manager role, they can create a special handling
note for a record.

Procedure

1. Perform one of the following actions.

• Navigate to the desired form and click the Create Special Handling Note
related link.

• Navigate to Special Handling Notes > Special Handling Notes and click New.

2. Fill in the fields, as necessary.

Special Handling Notes form fields

Field Description

A brief description of the note which is

Short Description displayed in the Special Handling Notes
list.

Message The detailed content of the note.

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Field Description

Displays this note in the Special Handling

Display as pop-up alert
Notes pop-up window.

The type of special handling note:

• Standard: Create a note for a

specific record, which you select in
the Related record field.
Type
• Conditional: Create a note for
multiple records which meet certain
conditions. Select a Table name
and then create Conditions.

The priority of the note:

• 1-Critical

Priority • 2-High

• 3-Moderate

• 4-Low

The status of the special handling note:

• 1-Active: The note is active and

appears in the Notes list or pop-up
window.

• 2-Inactive: The note is inactive and

does not appear in the Notes list or
Status pop-up window.

Inactive notes are removed from

the Notes list but can be seen by
navigating to Special Handling
Notes > Special Handling Notes.

• 3-Expired: The note has reached its

expiration date.

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Field Description

Check box to make the special notes

effective immediately. The status is set to
1 -Active.
Effective immediately
Deselect this check box to display the
Effective on field.

The date on which the special notes

become effective.

Enter a date for the special notes to

Effective on
become effective and click Update.
The status is set to 2 - Inactive until the
date is reached.

The date on which the note expires.

Select a date from the calendar and
click Save.

The Deactivate Special Handling notes

scheduled job runs daily at midnight
and checks all active alerts. If the notes
have reached their expiration date, it
sets the status to Expired.
Expires on
The Deactivate Special Handling notes
scheduled job also checks the Effective
on field. If the status is active or inactive
and the expiry date has been reached,
it sets the status to Expired. If the status is
inactive and the effective on date has
been reached, it sets the status to
Active.

Related record The record for which this note is created.

This field appears when you select
Standard in the Type field.

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Field Description
If you access this form from the Create
Special Handling Notes related link, the
record number is automatically filled in.

To select a record, select a Table name

and a Document from the pop-up
window. The tables available for
selection have been configured to use
special handling notes.

The table that stores the entity for which

the note is being created. This field
appears when you select Conditional in
the Type field.

The default is the first table which has

been configured to use special handling
Table name notes.

After you select a table, a link is

displayed with the number of matching
records. This link is updated after you
select one or more conditions. Click the
link to display these records in a list.

This field appears when you select

Conditional in the Type field.

Use the buttons in this field to build one

or more conditions on the selected
table. A condition is made up of a
Conditions
selected field, an operator, and a value.
Add conditions using the AND and OR
buttons. Delete conditions by clicking
the Delete button to the right of a
condition.

3. Click Submit.

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Update a special handling note

Update a special handling note for a record.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, sn_shn.editor,

or sn_shn.admin

About this task

Users with the sn_customerservice_manager role can update a special handling note for
a record if they can update a record for the underlying table.

Procedure

1. Navigate to Special Handling Notes > Special Handling Notes.

You can also update a note from the Special Handling Notes list on a form.

2. In the Special Handling Notes list, click the note to be updated.

3. Make any necessary changes to the fields on the Special Handling Notes form.

4. Click Update.

Delete a special handling note

Delete a special handling note for a record.

Before you begin

Role required: sn_customerservice_manager or sn_shn.admin

About this task

Users with the sn_customerservice_manager role can delete a special handling note for
a record if they can delete a record for the underlying table.

Procedure

1. Navigate to Special Handling Notes > Special Handling Notes.

You can also delete a note from the Special Handling Notes list on a form.

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2. In the Special Handling Notes list, click the note to be deleted.

3. Click Delete.

Delete a special handling note from a form

Delete a special handling note for a record from the Special Handling Notes list on the
form.

Before you begin

Role required: sn_customerservice_manager or sn_shn.admin

About this task

Users with the sn_customerservice_manager role can delete a special handling note for
a record if they can delete a record for the underlying table.

Procedure

1. Navigate to an entity form.

2. In the Special Handling Notes list, click the red X to the left of the desired note.
Initially, the note remains in the Special Handling Notes list and the text of the note is
crossed out. The note is removed from the list after the form is saved.

3. Click Update.

Agent calendar
Customer service agents and field service technicians can use the agent calendar to
see work schedules and assignments and also add personal events such as meetings or
appointments.

The agent calendar provides a tool for maintaining different work schedules or shifts and
assigning agents and technicians to shifts for specific time periods. The calendar has the
flexibility to accommodate work schedules that are fixed or varied and shifts that rotate
by week, month, or other patterns. The agent calendar administrator creates the
calendar configuration, including a schedule configuration for each calendar user and
the types of tasks to display on the calendar.

The schedule information stored in the agent calendar is used by other ServiceNow
applications and features, such as the assignment workbench, central dispatch, and

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auto assignment. The assignment workbench uses agent availability, based on

upcoming work schedules and personal time off, when evaluating predefined criteria
and recommending agents for case assignment. Auto assignment in Service
Management core applications, such as Field Service Management and Facilities
Service Management, evaluate agent work schedules before assigning tasks.

The agent calendar administrator has access to the Agent Schedule menu in the
application navigator. This menu includes the following modules:

• Event Configuration: create a configuration for each type of event or task displayed
on the agent calendar.

• Work Schedule: create one or more work schedules for each calendar user.

• Agent Personal Events: create personal schedules for each agent and add events to
those schedules.

• Schedule: create or modify schedules. For more information, see Schedules.

Viewing the calendar

Customer service agents and field service technicians with the agent_schedule_user
role can access their personal calendars in the following ways:

• Customer Service > My Schedule

• Field Service > Agent > My Schedule

Note: The agent calendar is supported in the mobile application and the mobile
web.

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Agent Calendar

The calendar can display a single day, a week, or a month. Buttons in the calendar
header allow you to switch views as well as go backward or forward in time. An agent's
scheduled work hours are highlighted in gray and the current day is highlighted in blue.
The agent calendar displays work or tasks assigned to the agent as well as personal
events. Each type of event is displayed on the calendar using a different color.

Agents can add events to their calendars by double-clicking a specific time slot and
entering the details in the New Event popup window or by clicking and dragging.
Agents can also move events by dragging and dropping. Click an event to display a
popup with event details and double-click an event to open the event record.

Plugins

The Agent Schedule plugin (com.snc.agent_schedule) is activated as part of the

Customer Service Management and Field Service Management plugins.

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Tables
The Agent Schedule plugin adds the following tables.

Table Description

Agent Work Schedule

Stores one or more work schedules for
each agent, including the date range for
[agent_work_schedule]
the schedule and the schedule type.

Agent Personal Schedule

Stores personal calendar events for each
agent, such as training, personal time off,
[agent_events]
or meetings.

Event Configuration
Stores a configuration for each type of
task displayed on the agent calendar,
[agent_schedule_task_config]
such as case tasks or work order tasks.

Stores the agent’s personalization data for

Agent Schedule User Config
the calendar. A user configuration is
created automatically when a user with
[agent_schedule_user_pref]
the agent_schedule_user role accesses
their personal calendar.

Stores the relationships between agent

Agent Schedule Relationship
configurations and event configurations.
Relationship entries are created
[agent_schedule_task_config_rel_user_pre
automatically based on a user's read
f]
access to the task tables selected in the
event configurations.

Agent Schedule Definition Theme

Stores the colors used to display different
[agent_schedule_definition_theme] types of tasks on the agent calendar.

User Roles
The Agent Schedule plugin adds the following user roles.

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Role Description

Sets up the Agent Calendar configuration.

Contains roles:
Agent schedule administrator

[agent_schedule_admin] • agent_schedule_user

• schedule_admin

Agent schedule user

Allows customer service agents and field
service technicians to access and update
[agent_schedule_user]
their personal calendars.

• Configure the agent calendar

Users with the agent calendar administrator role can perform several calendar
configuration tasks.

• Use the agent calendar

Users with the agent calendar user role can add events to their personal calendar and
configure the calendar to show or hide different types of events.

Related Concepts

• Schedules

Configure the agent calendar

Users with the agent calendar administrator role can perform several calendar
configuration tasks.

These tasks include:

• Creating one or more schedule configurations for each calender user.

• Creating an event configuration for each type of event to display on the calendar.

• Creating a work schedule to assign to an agent.

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If necessary, agent calendar administrators can create personal events for a calendar
user although the users themselves typically perform these tasks.

• Create an event configuration for the agent calendar

Create configurations for each type of entry displayed on the agent calendar. Entries
could include case tasks, work order tasks, appointments, or schedule entries such as
event types that you could track and manage on the team calendar.

• Create a work schedule for an agent or technician

Users with the agent schedule administrator role can create one or more work
schedules for a customer service agent or a field service technician.

• Create a personal event for an agent or technician

Users with the agent schedule administrator role can create personal events that
appear on an agent's personal calendar.

• Create a schedule to use with the agent calendar

Users with the agent calendar administrator role can create a schedule to use with the
agent calendar.

Create an event configuration for the agent calendar

Before you begin

Role required: agent_schedule_admin

The schedule entry uses the Schedule Span [cmn_schedule_span] table to store
different types of events.

The following types of schedule entries for event type configurations are available by
default:

• Event — Appointment

• Event — Excluded

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• Event — Meeting

• Event — Phone

• Event — Time Off

• Event — Other

These configurations are inactive by default. You can activate a configuration by

navigating to Agent Schedule > Event Configuration, selecting an event type
configuration, and setting the Active field to true for one or more event configuration
types you would like to activate. Each configuration displays as a separate event type
on the team calendar.

Procedure

1. Navigate to Agent Schedule > Event Configuration and perform one of the
following actions:
To Do this

Create a configuration from an

existing event configuration a. Select the desired configuration.

b. Right-click the form header and click Insert

and Stay.

A copy of the selected event type

configuration is created.

Create a new event configuration Click New.

2. Fill in the fields on the Event Configuration form, as necessary.

Field Description

Name A descriptive name for this configuration.

Config Label Name displayed for this event in the agent calendar.

Color used to display this type of schedule on the agent

Color theme
calendar.

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Field Description

Setup

Setup method for this configuration.

Setup • Simple: use condition builder to set up this configuration.

• Scripted: use advanced scripts to set up this configuration.

The table where the tasks for this type of configuration are
Table
stored.

Use condition builder to create the desired conditions for the

selected task type.

Filter For example, the event configuration for Case Tasks includes a
filter on the task State field to display only those tasks that are
open.

A field from the Table that provides the user assigned to the
task.

For example, the event configuration for Case Tasks uses the
User Field Assigned To field from the Task table
[sn_customerservice_task]. When a case task is assigned, it
appears on the agent calendar for the user selected in this
field.

Event type Type of schedule entry.

A field from the Table that provides the information to be

displayed for this event type on the agent calendar.

For example, the event configuration for Case Tasks uses the
Display Field
Subject field from the Task table [sn_customerservice_task].
When a case task is assigned, the subject of the task appears
on the agent calendar.

Start Date Field A field from Table that provides the start date for the task.

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Field Description
For example, the event configuration for Case Tasks uses the
Expected start field from the Task table
[sn_customerservice_task]. When a case task is assigned, it
appears on the agent calendar starting on the date and time
specified in this field.

A field from the Table that provides the end date for the task.
For example, the event configuration for Case Tasks uses the
Due date field from the Task table [sn_customerservice_task].
When a case task is assigned, it appears on the agent
calendar ending on the date and time specified in this field.
End Date Field Note: Because the agent schedule administrator can
select any fields from the Task Table for the Start Date
Field and the End Date Field, it is possible that the end
date may be earlier than the start date. In this event, the
task is displayed on the agent calendar between the two
points in time.

Use advanced scripts to create the event configuration.

Script Note: This field is available when the Scripted value is
selected from the Setup field.

3. Perform one of the following actions:

• If you created the configuration from an existing configuration, click Update.

• If you created a new configuration, click Submit.

Create a work schedule for an agent or technician

Users with the agent schedule administrator role can create one or more work schedules
for a customer service agent or a field service technician.

Before you begin

Role required: agent_schedule_admin

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About this task

A work schedule includes a date range and a schedule type, such as day shift or
evening shift. Agents and technicians can have multiple work schedules.

Procedure

1. Navigate to Agent Schedule > Work Schedule.

2. Click New.

3. Fill in the fields on the Agent Work Schedule form, as necessary.

Agent Work Schedule form

Field Description

From Date The first day of the work schedule.

To Date The last day of the work schedule.

User The selected agent or technician.

The selected schedule from the

Work Schedule
Schedules list.

The type of work that the agent or

technician is performing during this
schedule:

• Primary work
Type
• Other
An agent can have only one primary
schedule for a specific range of dates.
Primary schedules cannot overlap.

4. Click Submit.

Create a personal event for an agent or technician

Users with the agent schedule administrator role can create personal events that
appear on an agent's personal calendar.

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Before you begin

Role required: agent_schedule_admin

About this task

Agents and technicians typically add personal events to their own calendars.

Procedure

1. Navigate to Agent Schedule > Agent Personal Events.

2. Select the personal schedule for the desired agent.

3. In the Schedule Entries related list, click New.

4. Fill in the fields on the Schedule Entry form, as necessary.

Schedule Entry form

Field Description

Name The name of the event.

The type of event:

• Time off

• Appointment

• Meeting

Type • Phone call

• Excluded

• On call

• Time off - in approval

• Time off - rejected

Show as Show this event on the agent's personal

calendar as one of the following:

• Busy

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Field Description
• Free

• Tentative

• On call

Select Busy to exclude the block of time

from agent availability calculations for
the auto assignment and the case
assignment workbench.

The start date and time of the personal

When
event.

The end date and time of the personal

To
event.

Enable this check box if the event lasts

All day
all day.

Create a repeating event by selecting

the frequency. Depending on the
selection, other fields are required to
complete the frequency information.

• Does not repeat

• Daily

• Every Weekday (Mon-Fri)

Repeats
• Every Weekend (Sat, Sun)

• Every Mon, Wed, Fri

• Every Tue, Thu

• Weekly

• Monthly

• Yearly

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Field Description

Enter a number for the frequency of the

Repeat every
repeated event.

For weekly events, select a day of the

Repeat on
week.

For monthly events, select one of the

following. These selections use the day
and date in the When field as the basis
for repetition.

Monthly type • Day of the month

• Day of the week

• Last day of the month

• Last week of the month

For monthly events, select one of the

following:

• Day of the year: this selection uses

the day and date in the When field
Yearly type
as the basis for repetition.

• Floating: for this selection, complete

the Float week, Float day, and Float
month fields.

Select a date for the end of the

Repeat until
repeated event.

For a floating yearly repeating event,

Float week
select the week.

For a floating yearly repeating event,

Float day
select the day.

For a floating yearly repeating event,

Float month
select the month.

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5. Click Submit.

Create a schedule to use with the agent calendar

Users with the agent calendar administrator role can create a schedule to use with the
agent calendar.

Before you begin

Role required: agent_schedule_admin

About this task

Creating a schedule for the agent calendar uses the schedule feature. For more
information, see Schedules.
Schedules are configured with two types of records.

• Schedule records specify a time zone and a type of schedule and use one or more
schedule entries. Schedule records are saved in the Schedule [cmn_schedule] table.

• Schedule entry records specify the time periods that are included or excluded from a
schedule. Schedule entries are saved in the Schedule Entry [cmn_schedule_span]
table.

Procedure

1. Navigate to Agent Schedule > Schedule.

2. Click New.

3. Complete the fields on the Schedule form.

Field Description

Name Enter a unique name for the schedule.

Select the time zone for the schedule. If

you select Floating, the time zone will be
Time Zone
relative to whatever is accessing the
item at any given time.

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Field Description

Select a parent schedule to constrain

Parent
the new schedule.

Enter a label that describes the purpose

of the schedule. You can also use one
of these system terms to determine how
to process certain schedules:

• excluded: excludes time periods

from SLA counts.

• maintenance: specifies time periods

where change management
Type activities are allowed. A schedule
containing maintenance schedule
entries cannot also contain
blackout schedule entries.

• blackout: excludes time periods

from change management
schedules. A schedule containing
blackout schedule entries cannot
also contain maintenance schedule
entries.

Description [Optional] Describe the schedule.

Note: The Schedule form displays a warning message if there are no active
entries defined for the current schedule. If your schedule is a child schedule that
only contains exclusions, ignore the message because exclusions are non-
active entries.

4. Right-click the header bar and click Save.

Note: If you create a schedule of type maintenance and save the record, a UI
policy hides the Type field from the form. To view or change the value for the
Type field, view the list of schedules rather than the schedule form and add the
Type column if necessary. You can double-click the cell for the value in the
Type column and modify from the list view.

5. Configure one or more schedule entries.

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6. Click Submit.

Use the agent calendar

Users with the agent calendar user role can add events to their personal calendar and
configure the calendar to show or hide different types of events.

• Add an event to the agent calendar

Users with the agent schedule user role can add events to their personal calendar.

• Move an event on the agent calendar

Users with the agent schedule user role can move events on their personal calendar.

• Show or hide event types on the agent calendar

Users with the agent schedule user role can personalize their calendar and show or
hide different types of events.

Add an event to the agent calendar

Users with the agent schedule user role can add events to their personal calendar.

Before you begin

Role required: agent_schedule_user

Procedure

1. Navigate to your calendar.

• Customer Service > My Schedule

• Field Service > Agent > My Schedule

2. Double-click a timeslot or click and drag over a timeslot on the calendar to open
the New Event form.

3. Fill in the fields on the New Event form, as necessary.

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Field Description

Name The name of the event.

The type of event:

• Time off

• Appointment

• Meeting

Type • Phone call

• Excluded

• On call

• Time off - in approval

• Time off - rejected

Show this event on the agent's personal

calendar as one of the following:

• Busy

• Free

• Tentative
Show as
• On call

Select Busy to exclude the block of time

from agent availability calculations for
the auto assignment and the case
assignment workbench.

The start date and time of the personal

When
event.

The end date and time of the personal

To
event.

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Field Description

Enable this check box if the event lasts

All day
all day.

[Read only] If an agent has selected a

specific time zone in their user profile,
that time zone is displayed here and is
Time zone used as the time zone for this event.
Subsequent changes to the Time zone
field in the user profile do not change
the time zone designation for this event.

Create a repeating event by selecting

the frequency. Depending on the
selection, other fields are required to
complete the frequency information.

• Does not repeat

• Daily

• Every Weekday (Mon-Fri)

Repeats
• Every Weekend (Sat, Sun)

• Every Mon, Wed, Fri

• Every Tue, Thu

• Weekly

• Monthly

• Yearly

Enter a number for the frequency of the

Repeat every
repeated event.

For weekly events, select a day of the

Repeat on
week.

Monthly type For monthly events, select one of the

following. These selections use the day

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Field Description
and date in the When field as the basis
for repetition.

• Day of the month

• Day of the week

• Last day of the month

• Last week of the month

For monthly events, select one of the

following:

• Day of the year: this selection uses

the day and date in the When field
Yearly type
as the basis for repetition.

• Floating: for this selection, complete

the Float week, Float day, and Float
month fields.

Select a date for the end of the

Repeat until
repeated event.

For a floating yearly repeating event,

Float week
select the week.

For a floating yearly repeating event,

Float day
select the day.

For a floating yearly repeating event,

Float month
select the month.

4. Click Submit.
The new event appears on the agent calendar and also in the Schedule Entries
related list on the Agent Personal Schedule form.

Move an event on the agent calendar

Users with the agent schedule user role can move events on their personal calendar.

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Before you begin

Role required: agent_schedule_user

Procedure

1. Navigate to your calendar.

• Customer Service > My Schedule

• Field Service > Agent > My Schedule

2. Use one of the following methods to move an event.

Option Description

Click an event and drag it to a new day The When and To fields in the event
or time record are updated with the new
information.

Double-click an event to open the Change the date and time information
event record in the When and To fields and click
Submit. The event appears on the
calendar in the new location.

Show or hide event types on the agent calendar

Users with the agent schedule user role can personalize their calendar and show or hide
different types of events.

Before you begin

Role required: agent_schedule_user

Procedure

1. Navigate to your calendar.

• Customer Service > My Schedule

• Field Service > Agent > My Schedule

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2. Click the configuration icon in the calendar header to display the Schedule
Configuration menu.

3. Enable or disable the switches for the different types of events.

An option is enabled when the switch is moved to the right and appears with a
green background.

4. Click the configuration icon again to hide the Schedule Configuration menu.
The calendar displays the enabled task types.

Mandatory skills
Use the mandatory skills feature to identify any skills that are required for agents and
technicians to work on customer service cases and field service work orders and tasks.
Then assign cases and tasks to agents and technicians who have those required skills.

When assigning cases, work orders, and work order tasks, the assignment tools consider
the mandatory skills, filter out agents and technicians who do not have these skills, and
then rank the remaining agents.

• If agents with the mandatory skills are available, the cases and tasks are assigned to
these agents.

• If agents with the mandatory skills are not available, then agents with any other, non-
mandatory skills identified in the cases and tasks are ranked and assigned.

Field service dispatchers (wm_dispatcher), field service technicians (wm_agent),

customer service managers (sn_customerservice_manager), and customer service
agents (sn_customerservice_agent) can specify both skills and mandatory skills for cases
and tasks.

Mandatory skills is an optional feature. Mandatory skills can be identified on the

assignment workbench. In addition to the Skills list, the assignment workbench includes a
Mandatory Skills Added list. Agents are ranked in the workbench based on the number
of skills that match the skills identified in the Skills list. If the mandatory skills feature is
being used, then the agents displayed are filtered by the skills listed in the Mandatory
Skills Added list and then ranked by the other matching criteria.

Related Topics

• Use the assignment workbench

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Configuring the mandatory skills feature

Configure the mandatory skills feature for use with the Customer Service Management
and Field Service Management applications.

Mandatory skills is an optional feature included with the Customer Service Management
and Field Service Management plugins. Use the steps below to configure this feature
with the desired application.

Customer Service Management configuration

To configure the mandatory skills feature for use with Customer Service Management:

• In the Case form:

• Configure the form layout to use the Task Skills [task_m2m_skill] table.

• In the Task Skills table, set the Mandatory field to True to identify skills that are
mandatory to complete a task.
Note: The Case form should use either the Skills field or the Task Skills table, but
not both.

• [Optional] For existing cases that have data populated in the Skills field on the Case
form, run the Migrate Skills to Task Skill M2M script to move this data to the Task Skills
table. By default, this fix script migrates the skills from existing entries in the Case, Work
Order, and Work Order Task tables to the Task Skills table. For more information, see
Migrate skills to the Task Skill table.

• If you are using the assignment workbench, replace the Matching Skills matching
criteria with the Matching Skills - Mandatory Skills Support matching criteria. For more
information, see Matching rules for case assignment.

Field Service Management configuration

To configure the mandatory skills feature for use with Field Service Management:

• Enable the work.management.use.mandatory.skills system property.

• Configure the Work Order form and the Work Order Task form to use the Task Skills
[task_m2m_skill] table.
Note: The Work Order and Work Order Task forms should use either the Skills field
or the Task Skills table, but not both.

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• [Optional] For existing work orders and tasks that have data populated in the Skills field
on the Work Order and Work Order Task forms, run the Migrate Skills to Task Skill M2M
script to move this data to the Task Skills table. By default, this fix script migrates the
skills from existing entries in the Case, Work Order, and Work Order Task tables to the
Task Skills table. For more information, see Migrate skills to the Task Skill table.

• If you are using dynamic scheduling, update the task filter for the dynamic scheduling
configuration and replace the Matching Skills for Dynamic Scheduling matching
criteria with the Matching Mandatory Skills for Dynamic Scheduling matching criteria.
For more information, see Create a task filter.

Mandatory Skills system properties

The Migrate Skills to Task Skill M2M script migrates skills from existing tasks to the Task Skills
[task_m2m_skill] table. Configure the task tables included in the migration using the
skills_management.migration system property.

The mandatory skills feature adds the following system properties.

Note: To open the System Property [sys_properties] table, enter
sys_properties.list in the navigation filter.

System parameter Definition

Enables the mandatory skills feature and

indicates that the Task Skills [task_m2m_skill]
table is being used for work orders and work
work.management.use.mandatory.s order tasks.
kills
• Type: true/false

• Default value: false

Lists the task tables to migrate to the Task Skills

[task_m2m_skill] table when an admin runs the
Migrate Skills to Task Skill M2M script.

skills_management.migration • Type: choice list

• Default value:
wm_task,customerservice_case,wm_order

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System parameter Definition

Contains a list of tables for which the Skills field

has already been migrated to the Task Skills
[task_m2m_skill] table. If the table name is listed
in this property, the data has been migrated
com.snc.skills_management.task_skill and will not be migrated again.
_migrated_tables
• Type: choice list

• Default value: none

Migrate skills to the Task Skill table

Migrate data from the Skills field to the Task Skills table to utilize mandatory skills support
for executing tasks in a case or work order.

Before you begin

Role required: wm_admin, admin

About this task

The Task Skills [task_m2m_skill] table stores skills and mandatory skills.

In the Customer Service Management application, the assignment workbench uses the
Task Skills table instead of the Skills field in the Case table to display agents based on the
evaluation criteria for task assignments.

In the Field Service Management application, the work order task assignments done
using auto-assignment, dynamic scheduling, and central dispatch use the Task Skills
table instead of the Skills field in the Work Order and Work Order Task tables to assign
agents for task assignments.

Procedure

1. Add a system property with the following settings:

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Option Description

Create a system property for a table in Make sure that you are logged in to the
the Customer Service Management Customer Service Management
application. application.
Note: Configure the System
Properties form to display the Suffix
field.
In the Suffix field, enter the name of the
system property as follows:

com.snc.skills_management.<table_na
me>_migrate_skills, where
<table_name> is the name of a case
task table from which the skills need to
be copied.

Create a system property for a table in

the Field Service Management Make sure that you are logged in to the
application. Global application.

In the Name field, enter the name of the

system property in the following format:

com.snc.skills_management.<table_na
me>_migrate_skills, where <table name>
is the name of a work order or work
order task table from which the skills
need to be copied.

2. In the Type field, set the value to true.

3. Click Update.

4. Navigate to System Definition > Fix Scripts and run the Migrate Skills to Task Skill M2M
fix script.
The skills are copied to the task_m2m_skill table. The name of the table from which
the skills are copied gets appended to the
com.snc.skills_management.task_skill_migrated_tables system property. When the
script is run again, it ignores all tables from which skills have already been migrated.

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Assignment workbench
The assignment workbench enables customer service managers to assign tasks to
agents efficiently and intelligently. The workbench uses configurable criteria, such as
skills and availability, to evaluate the agents in a selected group and provide an overall
ranking. Managers can view these results and click one button to assign a task.

The assignment workbench displays all the relevant information for task assignment,
including:

• A list of the agents in the task assignment group.

• The matching criteria used to evaluate the agents.

• An overall ranking for each agent in the assignment group.

• A filter with the current assignment group and the skills identified for the task, including
any mandatory skills.

Assignment Workbench

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Agents are ranked from 1 to any number based on the criteria configured for the
workbench. The more criteria that matches, the higher an agent's rank. When the
criteria for two agents is the same, the agents have the same rank. Point to an agent's
rank to display the details.

Use the filter to change the assignment group and to add or remove skills. Changes to
the assignment group or to the skills lists are reflected immediately in the workbench:

• Changing the assignment group displays a different list of agents.

• Adding or removing skills can change the agent ranking.

If you are using the mandatory skills feature, the agents displayed in the assignment
workbench are filtered by the skills in the Mandatory Skills Added list and then ranked by
the other matching criteria.
Note: Agents cannot add or remove mandatory skills or make a skill not
mandatory.

Configuring the assignment workbench

The assignment workbench configuration is stored in a matching rule that is based on
the Selection criteria matching type. The default configuration uses the
Recommendation for Case Assignment matching rule, which includes three of the four
default matching criteria:

• Availability Today

• Matching Skills

• Assigned Cases

Based on these matching criteria, the workbench calculates and displays an overall
rank for each agent in the group. You can modify or create matching criteria and the
Recommendation for Case Assignment matching rule as needed or you can create
your own configuration following these steps:

1. Create one or more matching criteria.

2. Create a matching rule with the Selection criteria matching type.

3. Open the matching rule and add the desired matching criteria.

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If you are using mandatory skills, you must replace the Matching Skills criterion in this
matching rule with the Matching Skills - Mandatory Skills Support criterion to match
agents with mandatory skills required for a case.

Using the assignment workbench

Access the assignment workbench by clicking the Find Agents icon ( ) next to the
Assigned to field on the task form.
Note: The state of the current record determines the availability of the Find Agents
icon. The icon is available for records in the Open, Awaiting, and Cancelled states,
and if the user has write access for the Assigned to field. The icon is not available for
records in the New or Closed states or when the Assigned to field is read-only for the
current user.

Sort the list of agents by any of the matching criteria by clicking the desired column
header, which reorders the suggested agents based on the selected criteria.

Select a different assignment group from the Group list in the filter. The list of agents is
updated based on the selection. If the selected group does not contain any agents, a
message is displayed to select another group.

Add or remove skills from the Skills list in the filter. These selections are reflected in the
Matching Skills column.

Skills that have been identified as mandatory for a task are displayed in the Mandatory
Skills Added list. These selections are also reflected in the Matching Skills column. You
cannot add or remove skills from this list.

Select an agent and click Assign to assign the task. The workbench closes and returns to
the Case form. The Assigned to field is updated with the selected agent. Click Save on
Case form to save this assignment.

Plugins

The Assignment Workbench plugin (com.snc.assignment_workbench) is activated as

part of Customer Service Management.

The Case Assignment Workbench Demo plugin

(com.snc.case_assignment_workbench_demo) provides demo data for the workbench.

Tables
Assignment Workbench adds the following tables.

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Table Description

Matching Criteria
Stores the matching criteria that can be
used to create a configuration for the
[matching_dimension]
assignment workbench.

Select Criteria
Stores the matching criteria for an
assignment workbench configuration
[matching_dimension_for_assignment]
matching rules.

Matching Rule
Stores matching rules, including the
matching rules that configurations for the
[matching_rule]
assignment workbench.

User Roles
Assignment Workbench adds the following roles.

Role title [name] Description Contains roles

Provides access to the

Assignment workbench
assignment workbench for
customer service agents • skill_user
[assignment_workbench]
and consumer service
agents.

Properties
Assignment Workbench adds the following properties.

Property Description

assignment_workbench.find.agents.title Title for the macro button.

• Type: string

• Default value: Find Agents

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Property Description
• Location: Routing and Assignment >
Properties

When enabled, opens the assignment

workbench in a new window.

• Type: true | false

assignment_workbench.new.window
• Default value: false:

• Location: Routing and Assignment >

Properties

Number of agents per page. (To get

better performance, do not use more
than 50 agents per page.)

• Type: choice list

assignment_workbench_no_of_agents
• Default value: 30

• Location: Routing and Assignment >

Properties

• Matching criteria for case assignment

The assignment workbench uses configurable matching criteria, such as skills and
availability, to evaluate the agents in a selected group and provide an overall
ranking.

• Matching rules for case assignment

Use a matching rule to create a configuration for the assignment workbench.

• Create assignment workbench matching criteria

Create one or more matching criteria that can be used in an assignment workbench
configuration.

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• Create an assignment workbench configuration

Use a matching rule to create a configuration for the assignment workbench.

• Set assignment workbench properties

Set the properties related to the assignment workbench display.

• Assign a case from the workbench

Users with the customer service manager role can assign a case to an agent from the
assignment workbench.

Matching criteria for case assignment

The assignment workbench uses configurable matching criteria, such as skills and
availability, to evaluate the agents in a selected group and provide an overall ranking.

There are three types of matching criteria:

• Simple Match: creates one-to-one matching, such as matching the time zone of an
agent with the time zone of a task location.

• Aggregate: uses a simple query and returns an aggregate result. For an aggregate
type, select a table and create a filter, and then select an aggregate field such as the
Assigned to field. This type of query returns a set of users.

• Scripted: uses a scripted query which returns a list of users.

Several matching criteria are provided with the assignment workbench:

• Availability Today: Availability is calculated based on the agent's work schedule,

assigned work, and personal time off. The more availability an agent has, the higher
the contribution to the agent's overall rank.

• Matching Skills: The number of agent skills that match the skills required for the case.
The more skills that match, the higher the contribution to the agent's overall rank.

• Matching Skills - Mandatory Skills Support Calculates the number of agent skills that
match the mandatory skills. It does this by filtering out all agents who do not have the
mandatory skills and ranks the remaining agents. The more skills that match, the higher
the contribution to the agent's overall rank.

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Note: If using the mandatory skills feature, use the Matching Skills - Mandatory
Skills Support criterion to match agents with the mandatory skills identified for a
case.

• Assigned Cases: The number of cases already assigned to this agent. The more cases
assigned, the lower the contribution to the agent's overall rank.

• Last Assigned: For the sake of balancing assigned work, prioritized the agent based on
the last assigned work.

To create matching criteria, select the type and use the fields related to that type to
build the query. After creating matching criteria, you can create a configuration for the
assignment workbench by creating a matching rule of the type Selection criteria and
selecting the desired matching criteria.

As part of selecting the matching criteria for the workbench configuration, you can
specify the following settings for each individual criterion:

• ranking and display usage

• ranking method

• ranking weight

• threshold

• active/inactive

Ranking and display usage

In the Use for field, specify how you want that matching criterion to be used:

• Ranking and display: uses the criterion to determine agent ranking and displays it in a
column on the workbench.

• Display only: displays the criterion in a column on the workbench but does not use it to
determine agent ranking.

• Ranking only: uses the criterion to determine agent ranking but does not display it on
the workbench.

Ranking method
There are two ranking methods:

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• More is better: for example, more availability is better when determining the agent
ranking.

• Less is better: for example, fewer assigned cases are better when determining agent
ranking.

Weight

Each matching criterion has an assigned weight. By default, the matching criteria in the
Recommendation for Case Assignment matching rule have an assigned weight of 10.
You can assign a higher weight to the criteria that are more important.

Threshold

A threshold sets a minimum requirement for a criterion. For example, set the threshold of
the Matching Skills criterion to 3 if you want to see only those agents who have at least
three of the required skills for a task. For availability, set the threshold to the desired
number of hours to display only those agents who have that minimum number of work
hours available. You can set the threshold in the Select Criteria related list on the
Matching Rule form. If necessary, personalize the list and add the Threshold column.

Active/Inactive

There can be several matching criteria associated with the matching rule that
determines the assignment workbench configuration. Each individual criterion can be
set to active or inactive. Changing this setting has an immediate impact on the agent
ranking. You can make this change in the Select Criteria related list on the Matching
Rule form. If necessary, personalize the list and add the Active column.

Calculating the agent ranking

The assignment workbench adds the values of the matching criteria and their respective
weights and uses these values to determine the overall agent ranking.

1. Calculate a number for each criterion.

2. Multiply that number by the criterion weight.

3. Divide the result by the total of all criterion.

4. Repeat for each criterion and add the results.

The following example shows how the ranking is determined for an agent with these
matching criteria values:

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• Matching Skills with Mandatory Skills Support: 5/6

• Availability Today: 7 hours

• Assigned Cases: 2

Calculations:

• Matching Skills - Mandatory Skills Support : 5 / 6 = 0.833 (with 5 being the maximum
number of skills that includes mandatory and rest of the skills)

• Availability Today: 7 / 8 = 0.875 (with 8 being the maximum number of hours)

• Assigned Cases: 2 / 26 = 0.0769 (with 26 being the total number of tasks in the
table)

• Weight: each matching criteria has an equal weight of 10

((0.833 x 10) / Total of criterion weight (10+10+10)) + ((0.875 x 10)

/ Total of criterion weight (10+10+10)) + ((0.0769 x 10) / Total of cr
iterion weight (10+10+10))

(8.33 / 30) + (8.75 / 30) + (0.769 / 30)

0.222 + 0.291 + 0.0256 = 0.5936

This calculation is performed for each agent in the assignment group. Agents are ranked
based on the value of this calculation, with the highest number earning the highest
ranking.

Matching rules for case assignment

Use a matching rule to create a configuration for the assignment workbench.

The assignment workbench configuration is stored in a matching rule that is based on

the Selection criteria matching type.

The default configuration uses the Recommendation for Case Assignment matching
rule, which uses three of the four default matching criteria:

• Availability Today

• Matching Skills

• Assigned Cases

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Note: If using the mandatory skills feature, use the Matching Skills - Mandatory Skills
Support criterion to match agents with the mandatory skills identified for a case.

You can customize this matching rule to meet your specific need for calculating agent
recommendations. This matching rule can also be used for auto assignment if you
create an assignment rule.

Create assignment workbench matching criteria

Create one or more matching criteria that can be used in an assignment workbench
configuration.

Before you begin

Role required: admin

About this task

The assignment workbench uses configurable matching criteria, such as skills and
availability, to evaluate agents in a selected group and provide an overall ranking. The
Matching Criteria [matching_dimension] table stores the individual criterion that can be
added to a matching rule to create an assignment workbench configuration.

Procedure

1. Navigate to Routing and Assignment > Criteria.

2. Click New.

3. Enter a Name and a Description for the criterion.

4. Select the Type of matching criterion.

Option Description

Simple Match Creates a one-to-one match. For

example, match the time zone of an
agent with the time zone of a task
location.

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Option Description

Aggregate Takes a simple query as an input and

provides aggregate results. The query
returns a set of users.

Scripted Includes a scripted query which returns

a list of users.

5. To create a Simple Match criterion, fill in the following fields.

Simple match criterion fields

Field Description

The type of task that this criterion applies

Applies to
to.

The field from the selected task table

Field
that you want to match.

The table that stores the resource to use

Resource Table
for this matching criterion.

The field from the resource table that

Resource Matching Field
you want to match.

The resource field to be displayed for

Resource Field the task records that match the
resource records.

6. To create an Aggregate criterion, fill in the following fields.

Aggregate criterion fields

Field Description

The type of task that this criterion applies

Aggregate Table
to.

Aggregate Filter Use the condition builder to create a

query that returns a set of users from the
selected task table.

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Field Description
For example, create a query that returns
customer service cases with the
following states: New, Open, Awaiting
info.

The field from the selected task table to

Aggregate Field be displayed for the task records that
match the query conditions.

7. To create a Scripted criterion, fill in the following fields.

Scripted criterion fields

Field Description

Create a customized script which returns

a list of users. An example script is
Script included. The expected return from a
customized script is an array of resource
sys_ids.

The field from the selected task table to

Aggregate Field be displayed for the task records that
match the query conditions.

8. (Optional) Enter a Display Name.

9. (Optional) Enable the Use Reference field.

If you use a reference field, fill in the following fields.
Reference fields

Field Description

The table that stores the referenced

Reference Table
information.

Add filter conditions to return the

Reference Filter
desired reference information.

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Field Description

The field from the selected reference

Reference Field table to be displayed for the records
that match the filter conditions.

The label for this field that appears on

UI Filter Label
the assignment workbench

10. Click Submit.

Create an assignment workbench configuration

Use a matching rule to create a configuration for the assignment workbench.

Before you begin

Role required: admin

About this task

The assignment workbench configuration is stored in a matching rule that is based on

the Selection criteria matching type. The default configuration uses the
Recommendation for Case Assignment matching rule, which includes three of the four
default matching criteria:

• Availability Today

• Matching Skills

• Assigned Cases

You can modify or create matching criteria and then modify the Recommendation for
Case Assignment matching rule as needed or you can create your own configuration.

Procedure

1. Navigate to Routing and Assignment > Matching Rules to access the Matching
Rules list.

2. Click New.

3. Enter a Name for the matching rule.

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4. If desired, enter an Execution Order for the matching rule.

This is the order in which this matching rule is to be executed. Similar to business rules,
matching rules are processed based on execution order, from the lowest to the
highest.

5. In the Applies To tab, select the Table that stores the task for which the matching
rule is being created.

6. Use the Conditions field to build one or more conditions on the selected table.
A condition is made up of a selected field, an operator, and a value. Add
conditions using the AND and OR buttons. Delete conditions by clicking the X to the
right of a condition.

7. In the Resource tab, select Selection Criteria in the Matching field.

8. Click Submit.

9. From the Matching Rules list, open the matching rule that you just created.

10. In the Select Criteria related list, click New.

This opens the Select Criterion form.

11. Select a Criterion from the Matching Criteria list.

12. Select how the criterion is to be used in the Use for field.
Option Description

Ranking and Display Uses the criterion to determine agent

ranking and displays it in a column on
the workbench.

Display Only Displays the criterion in a column on the

workbench but does not use it to
determine agent ranking.

Ranking and No Display Uses the criterion to determine agent

ranking but does not display it on the
workbench.

13. Select a Ranking Method.

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Option Description

More is better A higher value is better. For example,

more availability is better when
determining the agent ranking.

Less is better A lower value is better. For example,

fewer cases are better when
determining the agent ranking.

14. Click Submit.

15. Repeat steps 10 through 14 for each criterion to add to the matching rule.

16. If desired, change the weight of a criterion by double-clicking the Weight field in the
Select Criteria related list and entering a new weight.
Each matching criterion has an assigned weight. By default, the matching criteria in
the Recommendation for Case Assignment matching rule have an assigned weight
of 10. You can assign a higher weight to the criteria that are more important.

17. If desired, set the threshold for a criterion by double-clicking the Threshold field in the
Select Criteria related list and entering a threshold number.
A threshold sets a minimum requirement for a criterion. It may be necessary to
personalize the list and add the Threshold column.

18. If desired, set a criterion active or inactive by double-clicking the Active field in the
Select Criteria related list and selecting true or false.
Changing this setting has an immediate impact on the agent ranking. It may be
necessary to personalize the list and add the Active column.

Set assignment workbench properties

Set the properties related to the assignment workbench display.

Before you begin

Role required: admin

Procedure

1. Navigate to Routing and Assignment > Properties.

2. Set the following properties, as needed.

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Option Description

Title for the macro button

Creates the title for the macro button on
[assignment_workbench.find.agents.title
the task form. The default is Find Agents.
]

When enabled opens the assignment

workbench in a new window
Opens the assignment workbench in a
new window. The default is False.
[assignment_workbench.new.window]

Number of agents per page Set this property to 20, 30, or 50 agents.
To get better performance, do not use
) more than 50 agents per page. The
default is 30.

3. Click Save.

Assign a case from the workbench

Users with the customer service manager role can assign a case to an agent from the
assignment workbench.

Before you begin

Role required: sn_customerservice_manager

Procedure

1. Open a customer service case.

2. Click the Find Agents icon ( ) next to the Assigned to field to open the assignment
workbench.
If the case has an Assignment group, the agents from that group are listed on the
workbench. If the case does not have an assigned group, no agents are displayed.

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Note: The state of the current record determines the availability of the Find
Agents icon. The icon is available for records in the Open, Awaiting, and
Cancelled states, and if the user has write access for the Assigned to field. The
icon is not available for records in the New or Closed states or when the
Assigned to field is read-only for the current user.

3. (Optional) Select an assignment group from the Group list.

The list of agents updates based on the selected group.

4. (Optional) Add or remove skills from the Skills list.

The selected skills appear in a list below this field. The Matching Skills column updates
to reflect the selected skills.
Note: Mandatory skills cannot be changed.

5. (Optional) Sort the agents by clicking the column header for the desired matching
criteria.

6. Select an agent by enabling the check box by the agent's name and then click
Assign.
The assignment workbench closes and the name of the selected agent appears in
the Assigned to field on the Case form.

7. Click Update to save the agent assignment.

Case and account escalation

Use the escalation feature to highlight specific cases or accounts and raise awareness
of important customer issues.

Escalating cases or accounts facilitates communication about an issue and enables

users to track progress toward a resolution. An escalation provides increased attention
to a customer issue and provides a way to track the progress made in resolving the
issue. Escalation is an internal process that is not exposed to customers.

Users with the escalation requester role can escalate cases or accounts on behalf of
customers or for internal purposes. The escalation process can include an optional
approval step where approvers review the request and either approve or reject the
escalation.

When an escalation is approved, an escalation record is created and is associated with

the case or account. Agents and escalation managers can manage the case or
account through the escalation process using the escalation record. Escalated cases

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and accounts are identified on lists and forms with color indicators that correspond to
the escalation severity.

Users with the de-escalation requester role can de-escalate cases or accounts when the
cause of the escalation is resolved.

While the escalation process is similar for cases and accounts, there are some important
differences to note between case escalations and account escalations. A customer
service agent typically manages a case escalation and works directly with the
escalated case to resolve the issue. An escalation manager typically manages an
account escalation, which can include multiple associated cases, and records details in
the escalation record. See Case and account escalation differences for more
information.

• Case and account escalation differences

An overview of the differences between case escalations and account escalations.

• Case and account escalation process

The case and account escalation process follows several steps from request to
completion.

• Case and account escalation components

The roles, modules, and tables installed with the case and account escalation feature.

• Case and account escalation form

Customer service agents use the escalation form to manage escalations for cases and
accounts.

• Administer case and account escalation

The system administrator creates escalation templates and escalation severity

definitions that control the escalation process.

• Use case and account escalation

Users with the escalation requester role can request and manage case and account
escalations.

Case and account escalation differences

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An overview of the differences between case escalations and account escalations.

• Case escalations: A customer service agent typically manages a case escalation and
performs most of the problem resolution work, which is recorded in the case record.
For case escalations, the escalation record is used primarily for status reporting
purposes. The escalation SLA is also associated with the case record rather than the
escalation record because that is where the agent provides regular updates.

• Account escalations: An account escalation manager typically manages an account

escalation because it is associated with multiple underlying cases. An account
manager works with multiple case owners to resolve the customer escalation and uses
the escalation record to consolidate the status of the associated cases and provide
regular updates. Therefore, the SLA is associated with the escalation record.

Feature Case Escalation Account Escalation

Corresponds one-to-one to
an account. Users can link
Corresponds one-to-one to specific cases to the
Relationships
a case. escalation record to
indicate which cases are
causing the escalation.

Uses case escalation Uses account escalation

Templates
templates. templates.

Does not include an option

Includes an option to to automatically add the
automatically add the manager of the case
manager of the case assignment group to the
Approval workflow
assignment group to the approver list because an
approver list when using the account escalation can be
default approval workflow. associated with multiple
cases.

Escalation assignment Does not include a Includes a separate

separate assignment. A assignment. An account
case escalation escalation can have
corresponds to an multiple associated cases
individual case and the that are assigned to
customer service agent different agents so the
manages the escalation. escalation record includes

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Feature Case Escalation Account Escalation

an Assigned to field. An
account escalation is
typically assigned to an
escalation manager
because account
escalations are typically
more serious than case
escalations.

Does not include an option Includes an option to

to automatically add an automatically add an
Watch list
account team to the account team to the
escalation watch list. escalation watch list.

Updates to the escalation

Updates to the escalation
Escalation updates added record are also added to
record are not added to
to case the Work notes field on the
the account record.
corresponding case record.

The case escalation SLAs The account escalation

provided with the SLAs provided with the
SLAs
escalation feature are escalation feature are
attached to the case. attached to the account.

Case and account escalation process

The case and account escalation process follows several steps from request to
completion.

1. A user with the escalation requester role requests an escalation for a case or
account. As part of the request, the user provides the following information:

• The reason for the request

• Justification for the escalation

• The escalation severity

• The escalation template

• The watch list for the escalation

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2. If approval is required, the approval workflow or approvers identified in the

escalation template review the request and accept or reject the escalation.

3. Following approval, the agent manages the escalation as it progresses using the
escalation form. For example, the agent can add users to the watch list and update
the escalation trend.
Note: Updates to the escalation form send email notifications to the current
user and to users on the watch list.

4. When the issue has been resolved, a user with the de-escalation requester role can
de-escalate a case or an account.

Case and account escalation components

The roles, modules, and tables installed with the case and account escalation feature.

Roles
Roles included with the case and account escalation feature.

Role Description

Escalation requester
Can request an escalation for a case or
(sn_customerservice.escalation_requester) account.

De-escalation requester
Can de-escalate a case or account. This
role contains the
(sn_customerservice.deescalation_request
sn_customerservice.escalation_requester
er)
role.

Escalation modules
The case and account escalation feature adds the Escalations module to the Customer
Service menu:

• All: lists all escalation records for cases and accounts.

• Escalation Templates: lists the case and account escalation templates.

• Escalation Severity: lists the types of escalation severity.

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This feature also adds a list of escalated cases to the Customer Service menu: Customer
Service > Cases > Escalated

Tables
Tables included with the case and account escalation feature:

Table Description

Escalation Templates
Stores escalation template records.
[sn_customerservice_escalation_template]

Escalations
Stores records created for escalated
[sn_customerservice_escalation] cases and accounts.

Escalation Severities
Stores escalation severity definition
[sn_customerservice_escalation_severity] records.

Case and account escalation form

Customer service agents use the escalation form to manage escalations for cases and
accounts.

The escalation form includes information about the escalation, such as the associated
case or account, and the reason and justification for the escalation. It also includes
information about the escalation as it progresses, including the trend and notes about
the work being done to resolve the issue.

An escalation record can contain one or more associated cases. When updating
escalation records, customer service agents can enter comments or work notes. For
case escalations, updates are replicated to the case activity history as work notes so
they are not visible to the customer.

The escalation form has a Related Cases related list that includes the related cases for
account escalations. The user can associate specific cases using this related list to
indicate which cases are causing the escalation.

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Escalation form fields

Field Description

The number automatically assigned to the

Number
escalation request.

The case or account for which escalation

is requested.
Source Record Note: The case or account form for
the source record includes an
Escalations related list.

The current state of the escalation:

• Requested: an agent with the escalation

requester role has requested an
escalation for the case or account.

• Escalated: the escalation request has

been approved.

• Declined: the escalation request has

State been not been approved.

• Closed: the reason for the escalation

has been resolved and the escalation
has been closed.

• De-escalation Requested: an agent with

the de-escalation requester role has
requested that an escalation request be
removed from the case or account.

The source of the case escalation request:

Request Source • Customer requested

• Internally requested

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Field Description

The reason for requesting the case

escalation:

• Inactivity
Reason
• Lack of Progress

• Customer Imposed Deadline

The watch list for this particular escalation

record. For account escalations, you can
Add account team members to watch list.

Users added to the watch list for a case,

Watch List account, or escalation record receive
email notification when the case or
account has been escalated and when
updates are made to the escalation
record.

For account escalations, the assignment

Assignment group
group for this account.

For account escalations, the customer

Assigned to
service agent assigned to this account.

Request By The user who requested the escalation.

If approved, the user who approved the

Approved By
escalation request.

If declined, the user who declined the

Declined By
escalation request.

The user who de-escalated the case or

De-escalated By
account escalation.

The escalation type selected by the user

Escalation Type
who requested the escalation.

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Field Description

The escalation severity associated with this

escalation, which defines the severity level
for the escalation and the color used to
highlighted the escalated record in the
user interface.
Escalation Severity
• High Severity: escalated records are
highlighted in red.

• Medium Severity: escalated records are

highlighted in orange.

The current state of the escalation:

• Improving
Escalation Trend
• Same

• Declining

Additional information that explains why

Escalation Justification
this escalation is needed.

Administer case and account escalation

The system administrator creates escalation templates and escalation severity definitions
that control the escalation process.

Escalation templates

An escalation template determines how an escalation request is processed. The

escalation feature provides two standard escalation templates, one for case escalation
and one for account escalation. If needed, the system administrator can modify these
templates or create new templates.

An escalation template defines the following information:

• The type of escalation (case or account)

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• If approval is required

• If no, the escalation request is automatically approved.

• If yes, provide the approver list required by the default approval workflow or provide
a different approval workflow.

• The escalation watch list. Users added to the watch list receive email notifications
when an escalation record is updated.

Escalation severity

An escalation severity record defines the severity level for the escalation and the color
that is used to highlight the escalated case or account record in the user interface. This
assigned severity allows agents to easily identify escalated cases and accounts on lists
and forms. Escalated case and account numbers are indicated with a colored dot on a
list and a colored background on a form.

The escalation feature provides two escalation severity definitions:

• High Severity: escalated records are highlighted in red

• Medium Severity: escalated records are highlighted in orange

In addition to defining the field style of an escalated case or account, the severity can
be used when configuring SLAs. To configure additional escalation severity definitions,
the system administrator must configure a new style with the desired color. For more
information, see Define field styles.

Escalation SLAs

Escalation SLAs are typically used to govern the frequency of updates required for
different types and severities of escalations. An escalation SLA is associated with an
escalation severity in the SLA definition. When a user creates an escalation request, the
selection in the Escalation Severity field determines the SLA for the escalation record.

The escalation feature provides the following case escalation SLAs. On case escalations,
because the escalation corresponds one-to-one with a case, the default SLAs are
associated with the case:

• Escalated case response - 4 hours: update comments on the case escalation record
every four hours.

• Escalated case response - 8 hours: update comments on the case escalation record
every eight hours.

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The escalation feature provides the following account escalation SLAs. On account
escalations, because the escalation corresponds to an account which typically does
not support SLAs, the SLAs are associated with the escalation.

• Escalated account response - 4 hours: update comments on the account escalation

record every four hours.

• Escalated account response - 8 hours: update comments on the account escalation

record every eight hours.

The system administrator can configure case and account escalation SLAs that are
based on escalation attributes such as the escalation type, severity, and trend.
You can find escalation SLAs in these locations:

• For account records, on the Escalation form in the Task SLAs related list.

• For case records, on the Case form in the Task SLAs related list.

• Create a case or account escalation severity

Defines the type of escalation and the color used to represent the cases and
accounts of this escalation severity in the user interface.

• Create a case or account escalation template

Create a template for each type of case or account escalation.

Create a case or account escalation severity

Defines the type of escalation and the color used to represent the cases and accounts
of this escalation severity in the user interface.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Escalation Severity.

2. Click New.

3. Enter a Name for the severity.

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4. In the Style field, enter a color.

To configure additional escalation severity records, the system administrator must
configure a new style with the desired color. For more information, see Define field
styles.

5. Click Submit.

Create a case or account escalation template

Create a template for each type of case or account escalation.

Before you begin

Role required: admin

Procedure

1. Navigate to Customer Service > Escalation Templates.

2. Click New.

3. Fill in the fields on the Escalation Template form, as needed.

Escalation Template form fields

Field Description

Name The name of the escalation template.

Enable this check box to skip the need

Skip Escalation Approval for approval. If skipped, escalations are
automatically approved.

Enable this check box to use the default

approval workflow (Escalation -
Approval) provided with the escalation
feature.
Use Default Approval Workflow
If using the default approval workflow,
select an Approval Group.

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Field Description

For case escalation, enable this check

Add Case Assignment Group Manager box to add the manager of the case
to Approvers assignment group to the list of
approvers.

If the Use Default Approval Workflow

check box is enabled:

• For the Case Escalation type, you

can select an additional approval
group.
Approval Group
• For the Account Escalation type,
you must select an approval group.
Note: If there are no approvers,
escalation requests are
automatically approved.

The workflow used to approve

escalation requests. Use the default
Escalation Approval Workflow
Escalation-Approval workflow or select a
different workflow.

The type of escalation:

Type • Case Escalation

• Account Escalation

Add users to the escalation template

watch list. These users receive
notifications for all escalations that use
this escalation template.
For an account escalation, the account
Escalation Watch List team is automatically added to the
watch list.
Note: Users can also be added to
the watch list on the escalation
record.

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4. Click Submit.

Use case and account escalation

Users with the escalation requester role can request and manage case and account
escalations.

• Escalate a case or an account

Users with the escalation requester role can escalate a case or account.

• Manage an escalated case or account

Manage and document the progress for an escalation using the case or account
escalation record.

• De-escalate a case

Users with the de-escalation requester role can de-escalate cases or accounts when
the cause of the escalation is resolved.

Escalate a case or an account

Users with the escalation requester role can escalate a case or account.

Before you begin

Role required: sn_customerservice.escalation_requester or

sn_customerservice.deescalation_requester

Procedure

1. Navigate to the desired case or account.

2. Click the Escalate Case or the Escalate Account related link.

3. Fill in the fields on the Escalation form, as needed.

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Escalation form fields

Field Description

The number automatically assigned to

Number
the escalation request.

The case or account for which

Source Record
escalation is requested.

The source of the case escalation

request:
Request Source
• Customer

• Internal

The reason for requesting the case

escalation:

• Inactivity
Reason
• Lack of Progress

• Customer Imposed Deadline

The escalation severity associated with

this escalation, which defines the
severity level for the escalation and the
color used to highlight the escalated
record in the user interface.
Escalation Severity
• High Severity: escalated records are
highlighted in red.

• Medium Severity: escalated records

are highlighted in orange.

The escalation template selected by the

Escalation Template
user who requested the escalation.

Watch List The watch list for this escalation record.

The watch list includes users on the

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Field Description
escalation template and any users that
you add for this record.

For account escalations, you can Add

account team members to watch list.

For account escalations, the assignment

Assignment group
group for this account escalation.

For account escalations, the customer

Assigned to
service agent assigned to this account.

Request By The user who requested the escalation.

Additional information that explains why

Escalation Justification
this escalation is needed.

4. Click Submit.
If the escalation template includes an approval workflow, the approvers review the
escalation request and either approve or deny the request (provide a reason).

Manage an escalated case or account

Manage and document the progress for an escalation using the case or account
escalation record.

Before you begin

Role required: sn_customerservice_agent or sn_customerservice.consumer_agent

About this task

Perform tasks such as changing the escalation severity (which may trigger a different
SLA), update the escalation trend, add or remove users from the watch list, and add
comments.

• Case escalations: When managing a case escalation, the customer service agent
typically performs most of the problem resolution work directly in the case record and
the escalation record is primarily used for status reporting purposes. For example,

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updating the escalation trend and comments to escalation stakeholders. All updates
to the case escalation record are automatically replicated to the case record as work
notes. The escalation SLA is also associated with the case record rather than the
escalation record because that is where the agent provides regular updates.

• Account escalations: For account escalations, the escalation record takes on a more
important role because account escalations are more serious and are often
associated with multiple underlying cases. An account escalation is typically assigned
to an account escalation manager who works closely with multiple case owners to
resolve the customer escalation. The account escalation manager can consolidate
the status across the underlying cases and provide regular updates using the
escalation record. Therefore, the SLA is associated with the escalation record.

Procedure

1. Navigate to the desired case or account escalation record.

2. Update the fields on the escalation form as needed.

3. Click Update.

De-escalate a case
Users with the de-escalation requester role can de-escalate cases or accounts when the
cause of the escalation is resolved.

Before you begin

Role required: sn_customerservice.deescalation_requester

About this task

Procedure

1. Navigate to the desired escalation record.

2. Click De-escalate in the form header.

This opens the De-Escalate Case pop-up window.

3. Enter the necessary information in the De-cscalation Justification field.

4. Click De-escalate on the window.

The state of the escalation record changes to Closed.

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Customer Service Management Flow Designer actions

Use Flow Designer actions as building blocks to create Customer Service Management
business processes.

Action Description

Retrieve a case record using the case

Get Case number. If multiple records are found, only
the first record is returned.

Create a case using one or more

attributes. This action mimics the structure
Create Case of the Case table
(sn_customerservice_case) and exposes
all of the fields present on the Case table.

Create a case using the customer,

Create Quick Case description, channel, priority, and
category attributes.

Create a case task and optionally

Create Task on Case
associate it with a case.

Update a case by providing the case

Update Case reference and the fields that you want to
update.

Assign a case using matching rules. To use

this action, you must first define the
Assign Case
matching rules that match cases with
resources (assignment groups, agents).

Request case escalation. This action does

not automatically approve escalation.
Escalate Case
Approval is based on the selected
escalation template.

Escalate Account Request account escalation. This action

does not automatically approve

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Action Description
escalation. Approval is based on the
selected escalation template.

Add a work note to a task or to task

Add Work Note to Task extended objects (for example, a case or
case task).

Add a comment to a task or to task

Add Comment to Task extended objects (for example, a case or
case task).

Related Topics

• Flow Designer

• Actions

Domain separation in Customer Service Management

This is an overview of domain separation and Customer Service Management. Domain
separation enables you to separate data, processes, and administrative tasks into
logical groupings called domains. You can then control several aspects of this
separation, including which users can see and access data.

Overview

Support: Level 1

Domain separation is supported in this application. Not all ServiceNow applications

support domain separation; some include limitations on the data and administrative
settings that can be domain separated. To learn more, see Application support for
domain separation.

Domain separation for Customer Service Management is designed for:

• Customers using the application in a domain-separated environment or in a hybrid

environment. With domain separation, a customer can grant access to end users
(contacts or consumers) to other entities in addition to customer service cases. For
example, contacts or consumers can access problems, changes, or projects. System
administrators can synchronize the CSM account model with the domain structure

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and maintain data separation for entities that do not have account-based data
separation enabled.

• Managed service providers (MSPs) using the application to provide customer support.
In this scenario, an MSP can provide support to multiple customers, where domains are
necessary to contain all relevant customer data and processes. For example, an MSP
providing support to customers related to billing questions, contract renewals, or other
non-service operations.

• Managed service providers offering the application as a service that customers can
provide to their customers. In this scenario, an MSP can offer Customer Service
Management as a service to customers who, in turn, use the application to support
their end customers. This scenario requires additional configuration due to domain
support for some of the core entities in the platform such as Product Model.

How domain separation works in Customer Service Management

Domain separation for Customer Service Management aligns each customer account
to one domain. To use domain separation with the application, all customer accounts
must be assigned to a domain.

The customer account is the main entity within Customer Service Management. All
entities related to the account, such as contacts and cases, are created in the same
domain as the account. This rule also applies for all entities on customer service cases,
including addresses, assets, and contacts.

When a new account is created, a domain of the same name is also created and
assigned to the account. All related entities for an account, such as contacts and
cases, must reside in the same domain. When a related entity for a domain separated
account is created, the entity is assigned to the account domain.

Setting up domain separation for Customer Service Management

Domain separation for Customer Service Management requires the domain separation
plugin. Contact ServiceNow to activate domain separation.

Activating this plugin enables the csm_auto_account_domain_generation property,

which automates domain separation. This property is installed with Customer Service
Management and is available only after the domain separation plugin is active.

When the csm_auto_account_domain_generation property is enabled, the Customer

Service Management application automatically creates a domain of the same name
when a new account is created.

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Note: Enabling the csm_auto_account_domain_generation property does not

add domains for existing accounts. It only creates domains for newly created
accounts. Adding domains for existing accounts requires a migration script.

Changes to Customer Service Management tables

Domain separation for Customer Service Management adds the Domain and Domain
Path fields to the Account [customer_account] table. These fields are not exposed by
default. Customers can customize lists and forms to view these fields.

Account domains and related entities

When creating related entities for an account, the domain for the related entities is set
to the account domain. Related entities include:

• Contacts

• Cases

• Assets

• Contracts

• Entitlements

• Addresses

• Social profiles

• Escalations

Changing the domain for an account also changes the domain for all the account’s
related entities.

Domain visibility for customer service agents and managers

Users with the customer service agent (sn_customerservice_agent) and customer service
manager (sn_customerservice_manager) roles must be manually assigned to the
TOP/MSP/Default domain. Agents and managers cannot see case or account details
until they are assigned to the TOP domain.

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Domain separation for case and account escalation

Escalation template records and escalation severity records are domain separated. By
default, these records reside in the global domain. Users can configure the Escalation
Template and Escalation Severity forms to display the Domain field and set the domain
as needed.

When an escalation record is created from a case or account, it is created in the

account domain.

• Domain separation and entity relationships

With domain separation in Customer Service Management, you can further control
visibility and access to data by using contact, partner, and parent-child relationships.

Related Topics

• Domain separation

Domain separation and entity relationships

With domain separation in Customer Service Management, you can further control
visibility and access to data by using contact, partner, and parent-child relationships.

Partner-customer account relationships

In partner-customer account relationships, the partner account can see data in the
customer account’s domain. When setting up an account relationship, the domain
visibility direction is From > To. The account in the From field contains the domain of the
account in the To field.

When a partner admin creates a case for a customer account, the case is created in
the customer account's domain so that all relevant parties can access the case.

In partner-customer account relationships where the customer account has child

relationships, the partner admin can create a case for the customer account but not for
the child accounts. The partner admin can only create cases for the account with
which the relationship has been established.

Contact relationships

In contact relationships, the contact included in the relationship can see data for the
specified account domain.

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Parent-child relationships

The account hierarchy feature creates a parent-child relationship between accounts.

This relationship is defined by selecting the parent in the Parent Account field on the
Account form for the child account. Domain hierarchy is also achieved using the Parent
Account field. In parent-child account relationships, parent domains can see data in
child domains.

To provide access from the child account to the parent account, you need to set
domain visibility. Navigate to the child account and set visibility in the Visibility Domains
related list (sys_user_visibility) by connecting the user to the domain.

Agent intelligence for case management

Assist users with case creation by requesting a minimum of information, such as the
product and short description, and automatically determining the category, priority,
and assignment group.

Contacts, consumers, and agents can create cases by providing just the short
description. Based on that, the Agent Intelligence feature predicts the category, priority,
and assignment group, and routes the case to the correct queue.
Note: If a contact or consumer provides information for the category, priority, or
assignment group when creating a case, the prediction skips these fields.

Customer service admins and agents can set the catgory, priority, and assignment
group for cases where Agent Intelligence has skipped prediction.

To use Agent Intelligence with Customer Service Management:

• Activate the Agent Intelligence plugin (com.glide.platform_ml)

• Enable the ML prediction for case property: Enable/Disable the prediction for case
(sn_customerservice.case.mlpredictor.enable)

Agent Intelligence includes solution definitions for Customer Service Management:

• CSM Case Categorization

• CSM Case Assignment

• CSM Case Prioritization

Agent Intelligence also includes business rules for Customer Service Management.

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• Update cases with missing field predictions

View the list of open cases for which the prediction of category, priority, or assignment
group was skipped by the Agent Intelligence feature.

Update cases with missing field predictions

View the list of open cases for which the prediction of category, priority, or assignment
group was skipped by the Agent Intelligence feature.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager or admin

About this task

In the event that Agent Intelligence cannot predict one or more case attributes for a
case, customer service agents and administrators can update this information after a
case is created. For example, the short description might not include enough detail to
make a prediction.

Procedure

1. Navigate to Customer Service > Cases > Cases Skipped by Agent Intelligence.

2. Select a case from the list.

3. Provide the missing information and click Update.

Time recording for Customer Service Management

Record time worked on cases and case tasks. Time worked entries automatically
generate time cards and time sheets for manager approval.

Customer service agents (users with the sn_customerservice_agent role) can record time
worked on case-related activities, create time cards and time sheets, and submit for
approval. Managers can approve time sheets, define cost rates for different types of
activities, and convert to expense lines.

The time recording feature extends the functionality of the Time Card Management
application to Customer Service Management. Agents can record time worked on
cases and tasks directly from the Case or Case Task form and time spent on other
activities, such as meetings or training, from the Time Worked form. Time worked entries

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automatically create time cards for each task and selected work category. Time cards
are automatically included in a weekly time sheet.

The time recording feature also extends the functionality of the Cost Management
application to Customer Service Management. Customer service managers can create
labor rate cards, which define different cost rates for different activities. Time sheets use
labor rate cards to determine costs and to generate expense lines.

Agents can modify the hours recorded on time cards. Once a time sheet is approved
and a time card is processed, the agent can still go back and modify the time worked.
The time sheet reverts to the Pending state and new time cards are created. If an agent
adds more time worked records to an approved time sheet for the same week, a new
time sheet record is created for the current week.

Managers can view time worked records, time cards, and time sheets for agents in their
assignment groups, as well as approve and reject time sheets. After a time sheet is
approved, the system processes the time cards and uses rate cards based on the time
card category to create expense lines.

Time recording plugin

The time recording feature requires the Customer Service Management plugin
(com.sn_customerservice) and the Time Recording for Customer Service plugin
(com.snc.csm_time_recording).

User roles

The time recording feature adds the following roles.

Role Description

Time card user Record time worked on cases and tasks.

View, modify, and delete time worked
[timecard_user] entries on time cards and submit time
sheets for approval.

Users with the customer service agent

(sn_customerservice_agent) role inherit
the timecard_user role.

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Role Description

Note: This role restricts access to the

time sheets, time cards, and time
worked records created by the
agent.

Review, approve, and reject time sheets

for customer service agents.

Users with the customer service manager

role (sn_customerservice_manager) inherit
Time card administrator the timecard_admin, timecard_approver,
and timecard_manager roles.
[timecard_admin]
Note: This role restricts access to the
time sheets, time cards, and time
worked records created by the
agents in a manager's assigned
groups.

System properties

The time recording feature adds the following properties.

Property Description

Enables the time recording feature for

com.snc.time_card.time_worked Customer Service Management. The
default setting is false.

The default hourly rate used when

com.snc.time_card.default_rate processing time cards if a rate from a
labor rate card is not available.

Time Sheet policy

The time recording feature uses the Default time sheet policy.

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For users with the sn_customerservice_agent role, creating time worked records
automatically creates or modifies time cards regardless of the setting for the
com.snc.time_card.time_worked system property. The time sheet policy controls this
functionality. The system administrator can disable the auto-creation of time cards for a
specific user with the sn_customerservice_agent role by creating a separate time sheet
policy for that user.

Labor rate cards

The time recording feature provides one labor rate card: CSM Rate Card (Default).

If needed, system administrators can create additional labor rate cards. Navigate to
Cost > Costs > Labor Rate Cards and click New to create a labor rate card.

Record time worked for a case or activity

Customer service agents can record time worked on a case or case task as well as time
spent on other activities.

Before you begin

Role required: sn_customerservice_agent

About this task

An agent can record time worked directly from a case or case task by clicking Record
Time on the form. Time worked can be recorded regardless of the case or task state. An
agent can also record time spent on other activities from the Time Worked list by
creating a new time worked record, recording the time, and selecting a category.

When an agent creates a time worked record, a time card and time sheet are
automatically created for the week based on the work date. The time card is created
for the task and the category type. The total hours recorded on each time card are
then recorded on the current time sheet in the Time Cards related list.

Procedure

1. To record time worked for a task or an activity:

• Navigate to a case or case task and click Record Time. This action opens a Time
Worked form with the Task and User field already populated.

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• Navigate to Time Sheets > My Time Worked and click New. This action opens a
Time Worked form with the User field already populated.

2. If necessary, select the case number in the Task field.

3. Select the Work Date.

4. Select a Category for the time being recorded.

5. Fill in the Time worked.

6. Provide any additional information in the Comments field and click Submit.
The Time Worked form is saved and added to the Time Worked list (Time Sheets > My
Time Worked) and to the Time Worked related list on the Case or Case Task form.

• If this entry is the first time worked entry for the selected category, a time card is
created for that category. The time worked record is added to the time sheet
(Time Sheets > Current Time Sheet) in the Time Cards related list.

• If a time card for the category already exists, the time worked record is added
to that card.

Review time worked for a case or activity

Customer service agents can review time worked on cases and case tasks.

Before you begin

Role required: sn_customerservice_agent

About this task

The Time Worked related list on the Case and Case Task form displays the time worked
records that have been created for the case or task. From this related list, agents can
review their recorded time, add new time worked records, and also delete records.

Procedure

1. Navigate to the desired case or case task.

2. Go to the Time Worked related list.

3. To view a time worked record, click the Comments for that record.

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Modify or delete time worked entries for cases or

activities
Agents can modify and delete existing time worked entries and create new entries after
a time sheet has been approved.

Before you begin

Role required: sn_customerservice_agent

About this task

An agent can modify or delete time worked entries for an approved time sheet. Any
changes to these entries update existing time cards, creates new time cards if needed,
and generates an updated time sheet.
Note: Do not manually edit time cards. Edit the original time worked entries, which
generate updated time cards and time sheets.

Procedure

1. To modify or delete a time worked entry:

• Navigate to the desired case or case task, click the Time Worked related list,
and click the desired entry.

• Navigate to Time Sheets > My Time Worked and click the desired entry.

2. To modify the entry, change the desired fields and click Update.

3. To delete the entry, click Delete.

Review a time card

Customer service agents can review time cards created from time worked records.

Before you begin

Role required: sn_customerservice_agent

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About this task

The Time Worked related list on the Case and Case Task form displays the time worked
records that have been created for the case or task. This list also displays the time cards
created from the time worked records.

Procedure

1. Navigate to the desired case or case task.

2. Go to the Time Worked related list.

3. To view a time card, click the Time Card for that record.
The time card provides a breakdown of the time worked for this case or case task
by day.

Review and submit a time sheet for a customer service

agent
Agents can review and submit time sheets to managers for approval.

Before you begin

Role required: sn_customerservice_agent

About this task

The total hours worked for each category are recorded on the time card and on the
time sheet. From the time sheet, you can see total hours by day and by category.

Procedure

1. Navigate to Time Sheets > My Time Sheets > Current Time Sheet.

2. If desired, review the time cards associated with the time sheet in the Time Cards
related list.

3. Click Submit Time Sheet.

The time sheet is submitted to the manager for approval. The state of the time sheet
changes from Pending to Submitted and the form becomes read-only. The state of
the associated time cards also changes to Submitted.

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Review and approve time sheets for customer service

agents
Managers can review time cards and time sheets for agents in their assignment groups.

Before you begin

Role required: sn_customerservice_manager

About this task

When a time sheet is approved, the time cards are processed and used to create
expense lines that reference the defined labor rate cards.

Procedure

1. Navigate to Customer Service > Manager > Time Sheets - Pending Approval.

2. Select a time sheet.

3. If necessary, review the time cards associated with this time sheet in the Time Cards
related list.

4. Click one of the available actions:

Option Description

Approve The state of the time sheet and the

associated time cards changes to
Processed and these records become
read-only.

Reject The state of the time sheet and the

associated time cards changes to
Rejected. The customer service agent
can modify the time sheet and submit
again for approval.

Review expense lines created from time cards

Review the expense lines created from the time cards and time sheets submitted by
customer service agents.

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Before you begin

Role required: financial_mgmt_user

Procedure

1. Navigate to Cost > Costs > Expense Lines.

2. Select the desired expense from the Expense Lines list and view the details.

Customer Service optional features

There are several optional features available with the Customer Service Management
application. These features require separate plugins.

• Targeted communications

The Targeted Communications application provides the ability to create and send
articles and emails to internal and external customers.

• Knowledge product entitlements

The Knowledge Product Entitlements application enables administrators to designate

the knowledge bases and knowledge articles that customers can view from the
customer portal.

• Anonymous chat

Consumers can chat with a consumer service agent without logging in to the
Consumer Service Portal.

Targeted communications
The Targeted Communications application provides the ability to create and send
articles and emails to internal and external customers.

Users with the publications author (sn_publications.author) and publications

administrator (sn_publications.admin) roles can use the Targeted Communications
application to author publication articles and emails for employees, customer contacts
and accounts, and consumers. Articles are available for viewing from the self-service
portals and can also be sent out as email notifications.

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Each publication article includes content and a specified list of recipients and can also
include optional email notification. Recipients lists can be created dynamically by using
a condition builder to identify the desired conditions, by running scripts, or by manual file
upload. Recipients can be added to or removed from a list manually and lists can have
both dynamically generated and manually added records of the same type.

Publication authors specify a publish date and an expiration date when creating an
article to handle time-sensitive information. Authors can also request a review prior to
publishing an article.

The process of publishing articles is based on workflows and two default workflows are
provided: one to publish articles instantly and one that requires approval prior to
publishing. Publication administrators can update workflows and add users with the
publications approver (sn_publications.approver) role to perform reviews. Both authors
and administrators can monitor publications and see which users have received and
viewed the information.

Customer contacts and consumers can view publications by logging in to the Customer
Service Portal or the Consumer Service Portal and clicking the Publications link in the
portal header. Employees can view these publications by navigating to Targeted
Communications > Publications in the application navigator.
Note: If the optional email notification is selected, all users receive the publication
in an email, including consumers who do not have a login ID for the Consumer
Service Portal.

Publication article stages

Publication articles progress through several stages which are displayed in a process
flow formatter on the Publication form.

Publication stages

Stage Definition

The initial state of the publication creation

Author
process.

Publications that are waiting for review. A

Review publication cannot be updated when it is
in the Review stage.

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Stage Definition

Publications that have been reviewed

Ready To Publish
and are ready to be published.

Publications that that have reached their

Published
Publish Date.

Publications that have reached their

Expired Expiry Date or that have been manually
expired.

Pending publications that have been

Cancelled
cancelled.

States are shown in a process flow formatter at the top of the Publication form. The
current state is indicated by a blue underline. States that have been completed are
indicated by a blue check mark.

Publication lists

The Targeted Communications application menu includes several views of publication

records.

Publications lists

State Definition

Includes publications in the following

stages:

• Author

Active Publications • Review

• Ready to Publish

• Published

Includes publications that have been

Draft Publications
created and sent for review.

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State Definition

Includes publications that have reached

Expired Publications their Expiry Date or have been set to
Expired.

• Recipients lists

Create recipients lists for active publications.

• Add or remove an approver

Add or remove an approver to a publication workflow.

• Create a recipients list

Create and save a list of users to receive targeted communications.

• Edit a recipients list

Edit a list of users to receive targeted communications.

• Create a publication

Create a publication with optional email notification to send to customers.

• Publish a publication

Publish a publication with optional email notification to send to customers.

• Create a recurring publication

Use an existing publication as a template to create multiple copies of a new

publication.

• Preview an email notification

Preview an email notification for a publication before it is sent to customers.

• Update a publication

You can make changes to a publication that is in the Author or Review stages.

• Send a publication for review

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You can send a publication for review if it is in the Author stage.

• Review a publication

Users with the publications approver role that have been added as approvers to the
publication workflow can review a publication.

• View the list of approvers for a publication

If a publication article has been sent for review, you can see the assigned approvers
on the Publication form.

• Track a publication

Access a list of recipients for a publication and see which recipients have viewed the
content.

• Expire a publication

Expire a published article before it reaches the Expiry Date.

• Cancel a publication

Cancel a pending publication before it reaches the publish date.

• View a publication

Internal customers can view the details of a publication from the Targeted
Communications menu.

Recipients lists
Create recipients lists for active publications.

The list of recipients for an article can include internal users, accounts, contacts, and
consumers. When an article is published, the recipients on this list can view the article on
the Customer or Consumer Service Portal. Recipients can also receive optional email
notifications.

Recipients lists are also used by the Major Issue Management application to create child
cases for a major case.

Recipients lists are created in the following ways:

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• By creating a list of imported users.

• By creating a dynamic list based on selected conditions.

• By creating a script.

Recipients lists can have both dynamically generated and manually added records of
the same type.

The system administrator can manage a scheduled job to refresh recipient lists. This
scheduled job, Targeted Communications Refresh recipient list, adds new recipients to
each of the active published articles. The new recipients receive email notification of
the article and are granted access to view the article on the portal.

Create a recipient list by importing contact information

Create a recipient list by importing contact information. For contacts, supported file
types include xls and csv.

Multiple files can be imported into the same recipient list, with new recipients appended
to the recipient list file. The system checks that the accounts and contacts exist in the
system and only imports those that exist. Duplicate entries are not created. At the end of
the import process, the system displays a status with the number of records imported
and rejected.

The system uses the sys_id and the email address attributes to match contacts. It first
looks for a matching sys_id match. If not found, it then looks for a matching email
address. If neither are found, the record is rejected.

Create a recipient list by importing account, consumer, or internal user

information

Create a recipient list by importing account, consumer, or internal user information. The
supported file type is xls.

The system uses the following attributes to match the imported records:

• Account: Uses the sys_id and the account number. Attempts to match the sys_id. If not
found, then attempts to match using the account number. If neither are found, the
record is rejected.

• Consumer and User: Uses the sys_id or the email address. Attempts to match the sys_id.
If not found, then attempts to match the email address. If neither are found, the
record is rejected.

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Create a recipient list using a script

Create a recipient list using a script with these supported entities: contact, company/
account, consumer, and internal user. The output of the script is an array of sys_ids of the
corresponding entity. After creating the recipient list, the system shows the total number
of records identified, added to the list, and rejected.

To create a recipient list using a script, select Dynamic Condition in the Method field on
the Recipients List form and enable the Show Script check box. Then create your script in
the Script field.

Add or remove an approver

Add or remove an approver to a publication workflow.

Before you begin

Role required: sn_publications.admin

Procedure

1. Navigate to Targeted Communications > Publication Workflow.

2. Select a workflow.
The approvers assigned to the workflow are displayed in the Approvers field.

3. To add an approver, click Edit Approvers next to the Approvers field and select an
approver from the Users list.
This list includes users with the sn_publications.approver role. The selected user is
added to the Approvers field.

4. To remove an approver, click Edit Approvers next to the Approvers field and select
the approver's name. Then click Remove.
The approver's name is removed from the Approvers field.

5. Click Update.

Create a recipients list

Create and save a list of users to receive targeted communications.

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Before you begin

Role required: sn_publications.author, sn_publications.admin,

sn_customerservice_agent, sn_customerservice_manager,
sn_majorissue_mgt.major_issue_manager

About this task

A recipient list can include internal users, accounts, contacts, or consumers. Create a
recipient list using any of the following methods:

• By importing a list of users.

• By creating a dynamic list based on selected conditions.

• By creating a script.

Recipients lists can have both dynamically generated and manually added records of
the same type.
Note: You must create at least one recipient list before creating a publication.

Procedure

1. Navigate to Targeted Communications > Recipients Lists.

2. Click New.

3. Fill in the fields on the Recipients List form.

Recipients List form

Field Description

Name The name of the list.

Type The type of recipients to include in the

list.

• Contacts (customer_contacts)

• Internal Users (sys_user)

• Consumers (csm_consumer)

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Field Description
• Accounts (customer_account)

The state of the recipient list.

• New: the list has not yet been

generated. Click Refresh Recipient
List.

State • In Progress: the list is currently being

generated. (You may only see this
state when generating a very large
list of recipients.)

• Complete: the list has been

generated.

The method used to generate the

recipient list.

• Upload File: create a list by

uploading user information from a
Method
selected Excel .xlsx file.

• Dynamic Condition: create a list by

selecting conditions in the condition
builder or by adding a script.

If the Method is Upload file, download

an Excel template and then select
an .xlsx file that contains the user
information.

The templates vary based on the entity

Choose File selected in the Type field. For accounts,
the template includes columns for sys_id
and account number values. For
contacts, consumers, and internal users,
the template includes columns for sys_id
and email values.

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Field Description

If the Method is Dynamic Condition,

enable this check box to create a
Show Script
recipients list using a script. Enabling this
check box displays the Script field.

Script The script used to create a recipients list.

The table that stores the user

information. Depending on the selection
in the Type field, this field displays:

• Contact [customer_contact]
Table
• User [sys_user]

• Consumer [csm_consumer]

• Account [customer_account]

The field in the selected table that stores

the user information.

User Field This field is displayed for the following

types of recipients lists: Contacts,
Internal Users, and Consumers.

The field in the selected table that stores

the account information.
Account Field
This field is displayed for the following
types of recipients lists: Accounts.

Conditions Use the buttons in this field to build one

or more conditions on the selected
table. A condition is made up of a
selected field, an operator, and a value.
Add conditions using the AND and OR
buttons. Delete conditions by clicking

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Field Description
the Delete button to the right of a
condition.

4. Click Submit.
For recipients lists created by file upload, clicking Submit validates the records in the
Excel file. Following validation, the system displays a pop-up window with the
upload results, including valid and invalid user records.

Edit a recipients list

Edit a list of users to receive targeted communications.

Before you begin

Role required: sn_publications.author, sn_publications.admin,

sn_customerservice_agent, sn_customerservice_manager,
sn_majorissue_mgt.major_issue_manager

About this task

The Recipients related list includes the Dynamically Added column which displays either
True or False, depending on how a record was added:

• True for records that are dynamically generated, either by using the condition builder
or by running a script.

• False for records that are added manually, either by using the Edit button on the
Recipients related list or by file upload.

The Active Communication column is set to True by default for both dynamically and
manually added records. This field indicates whether or not the recipient requires active
communication.

Procedure

1. Navigate to Targeted Communications > Recipients Lists.

2. Select the desired list.

3. In the Recipients related list, click Edit.

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4. Use the arrows to add or remove records.

5. Click Save.

Create a publication
Create a publication with optional email notification to send to customers.

Before you begin

Role required: sn_publications.author or sn_publications.admin

About this task

Two options to consider when creating a publication:

• Include the optional email notification (default)

• Select the type of content: HTML or Wiki

After creating an article, there are two publishing options:

• Submit: sets the stage to Ready To Publish

• Send for review: sends the publication to the approver and sets the stage to Review

Procedure

1. Navigate to Targeted Communications > Create New Publication.

2. Fill in the fields on the Publication form.

Publication form

Field Description

The automatically generated

Number
publication number.

Content Type The type of data included in the

publication. Select one of the following:

• HTML: this content can include Rich

Text formatted (RTF) text, images,

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Field Description
attachments, and links. Enter the
publication data in the Content
field.

• Wiki: this content can include plain

text. Enter the publication data in
the Wiki field.
The default selection is HTML.

If desired, select a category for the

publication. The following categories
are available:

• Defect

• Outage
Category
• Information

• IT

• HR

• Finance

Select a predefined list to target specific

Recipient Lists customers. Recipient lists are created by
the publication author or administrator.

A brief description or title of the

Short Description
publication.

This field is displayed for recurring

publications and displays the short
Recurrence
description entered on the Recurrence
form.

Publish Date Select the publication date. This date

can be the current date or any future
date.

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Field Description
Publications are sent automatically
when the publish date and time are
reached.

Select the expiration date. This date

must be at least one day after the
Publish Date.
Expiry Date
Publications are automatically expired
when the expiry date and time are
reached.

Enable this check box if you do not

want to use email notification with this
publication.

Enabling this check box disables the

Email Template field and hides the
Include Attach Links field.
Skip Notification

Note: If email notification is

selected, all users receive the
publication in an email, including
consumers who do not have a login
ID for the Consumer Service Portal.

Select a template to use for email

notification.

The Publication Default email template

is provided with the Targeted
Email Template Communications application.

Users with the sn_publications_admin

role can create additional email
templates.

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Field Description

Include links to any attachments in the

Include Attach Links
email notification preview.

This field appears when you select HTML

as the Content Type.

Enter the text of the publication in this

Content
field. HTML content can include Rich
Text formatted (RTF) text, images,
attachments, and links.

This field appears when you select Wiki

as the Content Type.

Wiki Click the Wikitext button and enter the

text of the publication in this field. Wiki
content can include plain text.

3. Click one of the following:

Option Description

Submit The stage is set to Ready To Publish and

the publication is published on the
Publish Date.

Send for Review The stage is set to Review and the

publication is sent to the approver for
review.

Approvers can navigate to Self-Service

> My Approvals to see a list of review
requests.

Publish a publication
Publish a publication with optional email notification to send to customers.

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Before you begin

Role required: sn_publications.author or sn_publications.admin

About this task

When creating a publication, you can include an optional email notification that is sent
to all recipients in the recipients list when the publication is published. In this email
notification, all of the recipients are included in a bcc list to maintain privacy.

Procedure

1. Navigate to Targeted Communications > Active Publications .

2. Select the desired publication.

3. Click Publish.
The publication is published an email notification is sent to the recipients in the the
recipients list.

Create a recurring publication

Use an existing publication as a template to create multiple copies of a new
publication.

Before you begin

Role required: sn_publications.author or sn_publications.admin

About this task

You can specify the recurrence interval and the recurrence start and end date. The
number of copies that are created are based on these settings and appear in the
Publications related list on the original publication form. Each copy has a different
publish date, which is based on the interval. Each copy gets reset to the Author state
and each one goes through its own workflow.

Procedure

1. Do one of the following:

• Navigate to Targeted Communications > Active Publications , open the desired

publication, and click the Setup Recurrence related link.

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• Navigate to Targeted Communications > Recurrences and click New.

2. Fill in the fields on the Recurrence form.

Recurrence form

Field Description

A brief description or title of the

Short Description
publication.

The number of the publication being

used as a template.

• If you clicked the Setup Recurrence

related link, this field displays the
Publication Template original publication number.

• If you clicked Recurrences in the

Targeted Communications menu,
select a publication from the
Publications list.

Select a date for the first occurrence of

Recurrence Start
the recurring publications.

Select a date for the last occurrence of

Recurrence End
the recurring publications.

Select an interval for the recurring

publications:

• Daily

• Weekly
Recurrence Interval
• Biweekly

• Monthly

• Custom

Custom Interval in Days This field appears when you select

Custom as the Recurrence Interval.

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Field Description
Enter the number of days for the
interval.

3. Click Submit.
The recurring publications are created based on the selected dates and the
recurrence interval and the stage for each copy is set to Author. The copies appear
on the Publications related list on the original publication form, as well as on the
Active Publications and the Draft Publications lists. From any of these lists you can
open each publication and change the information as necessary. Each copy lists
the publication template number in the Recurrence field.

A record of the recurrence appears on the Recurrences list.

Preview an email notification

Preview an email notification for a publication before it is sent to customers.

Before you begin

Role required: sn_publications.author or sn_publications.admin

About this task

Preview the following information for an email notification:

• The recipient list

• The subject of the publication

• The text of the publication and any attachments.

Procedure

1. Navigate to one of the following:.

• Targeted Communications > Active Publications

• Targeted Communications > Draft Publications

2. Select the desired publication.

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3. Click the Preview Target Email related link.

4. View the email notification in the Notification Preview window.

5. If desired, view the publication on the customer portal by clicking the link in the
body of the email.

6. Close the Notification Preview window.

Once the publication has been published, the customers in the recipient list should
receive the email.

Update a publication
You can make changes to a publication that is in the Author or Review stages.

Before you begin

Role required: sn_publications.author or sn_publications.admin

Procedure

1. Navigate to one of the following:

• Targeted Communications > Active Publications

• Targeted Communications > Draft Publications

2. Open the desired publication.

The stage of the publication must be either Author or Review.

3. Make the desired changes.

4. Click Update.

Send a publication for review

You can send a publication for review if it is in the Author stage.

Before you begin

Role required: sn_publications.author or sn_publications.admin

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Procedure

1. Navigate to one of the following:

• Targeted Communications > Active Publications

• Targeted Communications > Draft Publications

2. Select a publication in the Author stage.

3. Click Send For Review.

The publication stage is set to Review and the approvers are added to the
Approvers related list on the Publication form.

Approvers can navigate to Self-Service > My Approvals to see a list of review

requests. Approvers also receive an email notification about the review request.

Review a publication
Users with the publications approver role that have been added as approvers to the
publication workflow can review a publication.

Before you begin

Role required: sn_publications.approver or sn_customerservice_manager

About this task

After reviewing, an approver can either accept or reject a publication. If an approver

does not review a publication before the Publish Date, the publication cannot be
approved. The Approve button is not displayed and the approver sees a message that
the publish date and time has passed. The approver can only reject the publication,
which returns it to the Author stage.

The Approvers related list displays a list of approval tasks and includes most recent
comment from each approver.

Procedure

1. Navigate to Self-Service > My Approvals.

2. Select a publication for review from the Approvals list that has a state of Requested.

3. Review the publication summary at the bottom of the approval form.

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4. Add review comments to the Comments field.

5. Click one of the following:

Option Description

Approve The review state changes to Approved

on the Approvals list and the publication
stage is set to Ready To Publish.

For other approvers of this article, the

review state changes to No Longer
Required.

Reject The review state changes to Rejected

on the Approvals list and the publication
stage is set to Author.

View the list of approvers for a publication

If a publication article has been sent for review, you can see the assigned approvers on
the Publication form.

Before you begin

Role required: sn_publications.author or sn_publications.admin

Procedure

1. Navigate to one of the following:

• Targeted Communications > Active Publications

• Targeted Communications > Draft Publications

2. Open the desired publication.

3. Click the tab for the Approvers related list.

The Approvers list includes the users with the publications approver role that have
been added as approvers to the publication workflow.

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Track a publication
Access a list of recipients for a publication and see which recipients have viewed the
content.

Before you begin

Role required: sn_publications.author or sn_publications.admin

About this task

Procedure

1. Navigate to Targeted Communications > Active Publications .

2. Open the desired publication.

3. Click the Publication Recipients related list.

For each recipient on this list, you can see if the email notification bounced and if
the customer viewed the article or any attachments.

Expire a publication
Expire a published article before it reaches the Expiry Date.

Before you begin

Role required: sn_publications.author or sn_publications.admin

Procedure

1. Navigate to Targeted Communications > Active Publications .

2. Select an article that has been published.

3. Click Expire.
The publication Expiry Date is set to the current date. The publication is removed
from the Active Publications list and appears on the Expired Publications list.

Cancel a publication
Cancel a pending publication before it reaches the publish date.

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Before you begin

Role required: sn_publications.author or sn_publications.admin

About this task

You can cancel a publication in any of the following stages: Author, Review, or Ready
to Publish.

Procedure

1. Navigate to one of the following:

• Targeted Communications > Active Publications

• Targeted Communications > Draft Publications

2. Select the desired publication.

3. Click Cancel.
The stage of the publication changes to Cancelled.

View a publication
Internal customers can view the details of a publication from the Targeted
Communications menu.

Before you begin

Role required: none

Procedure

1. Navigate to Targeted Communications > My Publications.

2. Select a publication from the Publications list.

Knowledge product entitlements

The Knowledge Product Entitlements application enables administrators to designate
the knowledge bases and knowledge articles that customers can view from the
customer portal.

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Limit access on the customer portal to the following:

• The knowledge bases and articles for the products that a customer's company has
purchased.

• The knowledge bases and articles for which a customer's company has entitlements.

The Knowledge Product Entitlements plugin (com.snc.kb_product_entitlements) must be

activated to use this application. Installing this plugin adds the Related Products field to
the Knowledge Base form and to the Knowledge form. The knowledge information
available on the customer portal is limited to the products selected in this field.

Additional controls are available by enabling properties that allow you to:

• Limit access to knowledge bases based on product entitlements.

• Enable access if no products are specified in the Related Products fields.

• Add a related product to a knowledge base or knowledge article

Add a product to a knowledge base or knowledge article using the Related Products
field on the corresponding form.

• Set knowledge product entitlement properties

Set various properties to allow customers to access knowledge bases and knowledge
articles on the customer portal.

Add a related product to a knowledge base or

knowledge article
Add a product to a knowledge base or knowledge article using the Related Products
field on the corresponding form.

Before you begin

Role required: admin

Procedure

1. Navigate to one of the following:

• Knowledge > Administration > Knowledge Bases

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• Knowledge > Articles > All

2. Select the desired knowledge base or knowledge article.

3. Add one or more products in the Related Products field.

4. Click Update.

Set knowledge product entitlement properties

Set various properties to allow customers to access knowledge bases and knowledge
articles on the customer portal.

Before you begin

Role required: admin

Procedure

1. Navigate to Knowledge Product Enhancements > Properties.

2. Set the following properties, as needed.

Option Description

Enable access control of Knowledge If enabled, customers can access all of

Bases based on product entitlements the knowledge bases related to the
products for which they have
entitlements.

Allow access to Knowledge Bases with If enabled, customers can access all
empty related_products knowledge bases even if no products
have been specified in the Related
Products field on the Knowledge Base
form.

Enable access control of Knowledge If enabled, customers can access all of

Articles based on product entitlements the knowledge articles related to the
products for which they have
entitlements.

Allow access to Knowledge Articles with If enabled, customers can access all
empty related_products knowledge articles even if no products

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Option Description
have been specified in the Related
Products field on the Knowledge form.

3. Click Save.

Anonymous chat
Consumers can chat with a consumer service agent without logging in to the Consumer
Service Portal.

From the Consumer Service Portal, guest users can click the Live Chat link in the portal
header to initiate a chat session with a consumer service agent. Clicking this link opens a
form that requests some basic information, including the user's name, email address,
and type of issue. Completing and submitting the form creates a chat request that is
routed to the appropriate agent queue based on the selected issue type. Once the
assigned agent accepts the request, a chat session is established. If necessary, the
agent can create a consumer record or a case for the guest user, or transfer the chat to
another agent.

Setting up anonymous chat

Setting up the anonymous chat feature involves the following steps.

1. Activate the Consumer Service Portal plugin (com.glide.service-portal.consumer-

portal).

2. Modify the default anonymous chat record producer or create a new record
producer.

3. Create one matching rule for each agent queue.

4. Configure anonymous chat properties.

5. If necessary, modify the Connect actions to provide the desired functionality for
consumer service agents in chat conversations. The anonymous chat feature
includes these actions: Create Case for Guest and Create Consumer and Case for
Guest. For more information, see Administer Connect Actions.

Anonymous chat plugins

The anonymous chat feature requires two plugins which are activated as part of the
Consumer Service Portal plugin:

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• Anonymous Connect Support (com.glide.connect.anonymous_support): enables the

anonymous chat feature for Connect.

• Connect Support Routing (com.glide.connect.support.routing): routes Connect

Support requests to the appropriate chat queue.

Anonymous chat record producer

The form used to request information from a guest user is a configurable record
producer based on the Consumer Interaction table
(sn_customerservice_customer_interaction), which is a new table in the Istanbul release.
When a guest user submits the form, the information provided is stored as a record in the
Customer Interaction table. This record is used for routing the chat request.

The default anonymous chat record producer, What can we help you with?, is located
at Service Catalog > Catalog Definition > Record Producers. This is a public record
producer. You can modify this record producer or create your own. If you choose to
create your own, see Section 3 in the Making a record producer and catalog item
public on a CMS page [KB0551300] article. You must also set the
glide.sc.use_user_criteria property to false.

For more information, see Record Producer.

Anonymous chat routing

Information provided by the guest user assists with routing and also provides the conext
of the request to the consumer service agent. The chat request is routed to the
appropriate agent queue based on the type of issue selected. The routing for
anonymous chat requests uses matching rules. Create one matching rule for each
queue and tie a chat request to a chat queue based on the selected issue type.
Matching rules for anonymous chat are based on the Customer Interaction table.

The following matching rules are provided:

• Anonymous Connect - Billing Support

• Anonymous Connect - Order Support

• Anonymous Connect - Product Support

These rules are based on the selections in the Issue Type field on the default anonymous
chat record producer.

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Anonymous chat properties

There are two properties related to the anonymous chat feature. Set these properties to
limit the number of chat requests created by guest users.

Property Description

Limit maximum number of guest

conversations created in the last hour.

• Type: integer
connect.support.max_guest_sessions_per_
• Default value: 200
hour
• Location: Collaborate > Connect
Support > Support Administration >
Properties

Message shown to user when rate limit for

guest conversations is breached.

• Type: string

connect.support.guest_sessions_rate_limit_ • Default value: Guest Chat is currently

reached_message not available, please retry later.

• Location: Collaborate > Connect

Support > Support Administration >
Properties

• Modify the anonymous chat record producer

Modify the default anonymous chat record producer to gather the desired
information from guest users.

• Create a matching rule for anonymous chat

Create one matching rule for each agent queue.

• Configure anonymous chat properties

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Users with the system administrator role can set properties to limit the number of chat
requests created by guest users.

• Respond to an anonymous chat request

Select a chat request from the chat queue and respond to a guest user's question or
comment.

• Create a consumer case from an anonymous chat

If an anonymous chat results in the need to create a consumer case, create the case
directly from the conversation.

• Create a consumer record from an anonymous chat

If an anonymous chat results in the need to create a consumer record, create the
record directly from the conversation.

Related Concepts

• Record Producer

• Connect Support

Related Reference

• Create rules to route and assign customer service cases

Modify the anonymous chat record producer

Modify the default anonymous chat record producer to gather the desired information
from guest users.

Before you begin

Role required: admin

About this task

This record producer requests information from a guest user on the Consumer Service
Portal and stores the information as a record in the Consumer Interaction table

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(sn_customerservice_customer_interaction). The record is then used for routing the chat

request.

Procedure

1. Navigate to Service Catalog > Catalog Definition > Record Producers.

2. Click What can we help you with?.

3. Modify the record producer as necessary, including the variables in the Variables
related list.
For more information, see Create a record producer.

4. Click Update.

Create a matching rule for anonymous chat

Create one matching rule for each agent queue.

Before you begin

Role required: admin

About this task

A chat request is tied to a chat queue based on the selected issue type.

Procedure

1. Navigate to Routing and Assignment > Matching Rules.

2. Click New.

3. Enter a Name for the matching rule.

4. In the Table field, select Customer Interaction.

5. In the Conditions field, use the condition builder to create the following conditions.

Field Operator Value

Channel is Chat

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Field Operator Value

Select one of the

categories created for
anonymous users to
define an issue on the
record producer:
Category is
• Product Issue

• Billing Issue

• Order Issue

6. Click Submit.

Configure anonymous chat properties

Users with the system administrator role can set properties to limit the number of chat
requests created by guest users.

Before you begin

Role required: admin

Procedure

1. Navigate to Collaborate > Connect Support > Support Administration > Properties.

2. Set the following properties.

Option Description

Limit maximum number of guest

conversations created in the last hour.
Limits the number of guest chat requests
that can be created in a one-hour
[connect.support.max_guest_sessions_p
timeframe. The default value is 200.
er_hour]

Message shown to user when rate limit The message that is displayed on the
for guest conversations is breached. Consumer Service Portal when the limit

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Option Description
[connect.support.guest_sessions_rate_li
on the number of guest chat requests
mit_reached_message]
has been reached.

3. Click Save.

Respond to an anonymous chat request

Select a chat request from the chat queue and respond to a guest user's question or
comment.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or

admin

Procedure

1. Navigate to Collaborate > Connect Chat.

The Connect workspace opens in a new tab.

2. Click the support tab of the Connect sidebar, indicated by a headset icon.
The support tab displays Queues to which you belong. It also displays your open
support conversations under Cases. When a consumer starts a support conversation
or an agent transfers a conversation to a queue, any agent who belongs to the
associated queue has the option to accept the conversation. An agent can also
request to transfer a conversation directly to you.

3. Accept a conversation in one of the following ways.

• Accept a conversation from a queue

• Accept a transfer request

4. Respond to the guest user and help resolve the issue.

By default, your messages are added to the conversation record as comments and
are visible to the user.

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What to do next

If necessary, you can create a consumer record for a guest user and create a consumer
service case from the conversation to track the issue. You can also transfer the
conversation to a different agent or queue, or escalate the conversation to a higher
priority queue. For more information, see Connect Support.

Create a consumer case from an anonymous chat

If an anonymous chat results in the need to create a consumer case, create the case
directly from the conversation.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or

admin

About this task

When you create a case from a support conversation, the system copies the
conversation history to the case activity stream as comments and work notes. Future
messages are tracked in the case as well.

Procedure

1. Respond to an anonymous chat request.

2. Chat with the user to determine the issue.

3. At the bottom of the conversation, click the menu icon to open the Connect
actions menu.

4. In the Connect actions menu, select Create Case for Guest.

In the conversation tools area to the right of the conversation, a new case form
opens in a record tab. The system automatically sets certain fields based on
conversation details. For a case created from a guest user chat, the Short
description field displays the initial chat request from the user.

5. Complete the form as necessary and click Submit.

The system automatically shares the record in the conversation, copies the
conversation to the record activity stream, and references the record on the Chat
Queue Entry [chat_queue_entry] table.

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Create a consumer record from an anonymous chat

If an anonymous chat results in the need to create a consumer record, create the
record directly from the conversation.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or

admin

About this task

Procedure

1. Respond to an anonymous chat request.

2. Chat with the user to determine the issue.

3. At the bottom of the conversation, click the menu icon to open the Connect
actions menu.

4. In the Connect actions menu, select Create Consumer and Case for Guest.
In the conversation tools area to the right of the conversation, a new consumer form
opens in a record tab. The system automatically sets certain fields based on
conversation details. For a consumer record created from a guest user chat, the First
name, Last name, and Email fields display information from the initial chat request.

Selecting this option creates a consumer record using the information provided on
the record producer and then associates the case with the newly created
consumer. The Case form is also populated with the information provided on the
record producer.

5. Complete the form as necessary and click Submit.

Use the Customer Service Portal

Search for information about a question or an issue or request assistance from a
customer service agent.

Customers can use the portal to:

• Search the knowledge base for information that is relevant to an issue.

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• Engage the community, reach out to other users, and ask questions.

• Create a case for an issue or a problem.

• View and manage current user-created cases.

• View asset and product information.

• View or update information in a user profile.

• Update notification preferences.

Customer administrators can use the portal to:

• Create a contact.

• Create a login for a new contact.

• Enable or disable a contact login.

• Assign a user role to a contact.

• Assign a contact to an asset.

• View and update customer contact information.

• Approve registration requests.

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Customer Service Portal homepage

Note: The screenshot shows the Customer Service Portal homepage of a logged-in
user with the system administrator role. You see different menu items depending on
your role.

Customer Service Portal homepage

No. UI component Description

Navigate to all cases and

1 Case menu quick links to create a
product or order case.

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No. UI component Description

Navigate to appointments,
2 Support menu contacts, work orders, and
other quick links.

View a tour for additional

guidance on how the
Customer Service
3 Tours Management application
works. Tours appear when
your administrator creates
them on certain pages.

Click Live Chat to chat with

4 Live Chat a virtual agent or a
customer service agent.

Click your profile photo to

5 Profile menu either view your profile or
logout.

Enter a search term and

6 Search click Search to view the
search results.

Click Knowledge to search

the knowledge base or
7 Knowledge view a list of top-rated or
most viewed knowledge
base articles.

Click Ask the Community to

8 Ask the Community access the Community
homepage.

Click Get help to make a

9 Get help request or report a problem
by opening a case.

View a list of most viewed

10 Most viewed articles
articles.

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No. UI component Description

View a list of which

11 Recent Discussion Topics
products were affected.

View a list of popular

12 Popular Support Questions
support questions.

• Portal usage calculation

Portal usage enables you to track how your customers and employees are using the
portal. The Customer Portal Usage dashboard provides information about portal visits
by your customers and employees, resulting in session counts.

• Customer Service Portal user roles

Several different roles allow customers to create and edit cases and manage users
from the customer portal.

• Limit access to product model data on the Customer Service Portal

Use a system property to limit customer access to data in the Product Models table.

• Manage contacts from the customer portal

Users with the customer administrator role can create and update customer contacts;
assign roles to contacts; and create, enable, or disable contact logins from the
customer portal.

• Manage customer registration requests

Users with the customer administrator role can approve or reject registration requests
that customers submit from the Customer Service Portal.

• Assign a contact to an asset from the customer portal

Users with the customer administrator role can assign a contact to an asset from the
customer portal.

• Search for information using the customer portal

Use the search feature on the customer portal to find information about a question or
an issue.

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• Deflect cases with knowledge and community content

Enable customers to search for information from the knowledge base and community
and find solutions to their issues.

• View asset and product information from the customer portal

View a list of assets and related product information for the current user's account.

• View or update customer contact information

View or update your contact information from the customer portal.

• Customer notification preferences

Customers can add devices and specify phone numbers and email addresses to be
used for notifications. Customers can also set preferences for email notifications.

• Change your password from the customer portal

Change your password from the customer portal.

• Contact self-registration

The self-registration feature enables new customer contacts to submit registration

requests from the customer portal.

• Create a customer service case from the customer portal

Create a case about a question or issue from the customer portal.

• Chat with an agent from the Customer Service Portal

Chat with a virtual agent or a customer service agent from the Customer Service
Portal to resolve issues quickly.

• View or modify a customer service case from the customer portal

View or modify the information in a selected customer service case.

• View a publication on the Customer Service Portal

View the details of a publication on the Customer Service Portal and download any
attachments.

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• Complete a customer service satisfaction survey

After accepting a proposed solution for a case, complete a customer service

satisfaction survey.

Related Reference

• Portal usage calculation

Portal usage calculation

Portal usage enables you to track how your customers and employees are using the
portal. The Customer Portal Usage dashboard provides information about portal visits by
your customers and employees, resulting in session counts.

To view the Customer Portal Usage dashboard, navigate to Customer Service > Admin >
Portal Usage.

A user session is a period of activity on the Customer or Consumer Service Portal by one
of the following users:

• Internal: an internal user, typically an employee, who is logged in.

• External: an external user, typically a customer or consumer, who is logged in.

• Anonymous: a user who is not logged in.

A user session times out after a specific period of inactivity.

User access to the self-service portals is tracked as follows: per session, per day, and per
portal. If the same user logs in from multiple browsers or devices, each login is counted
as a separate visit. Each first call of a portal page starts a session and, at midnight
(server time), the system restarts another session. This means that a user cannot have a
session longer than 24 hours.

The default session timeout is 30 minutes. This setting can be adjusted using a system
property. For more information about modifying the session timeout setting, see Manage
user sessions.

Site visit calculation examples

A user logs in, logs out, and then logs in again:

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Step User activity Billable count incremented

User visits the portal as an anonymous or

1 Yes
guest user

2 User logs in No

3 User logs out No

4 User logs in immediately after logging out Yes

A user logs in and continues the session past midnight:

Step User activity Billable count incremented

User visits the portal as an anonymous or

1 Yes
guest user

2 User logs in No

3 User session continues past midnight Yes

4 User logs out No

Customer Service Portal user roles

Several different roles allow customers to create and edit cases and manage users from
the customer portal.

Customer Service Portal user roles

What this user can do on the Customer Service

User role
Portal

Customer
• Create a case for this user's account.
[sn_customerservice.customer]
• View a list of cases created by this user.

• Edit cases created by this user.

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What this user can do on the Customer Service

User role
Portal
• View a list of assets belonging to this
user's account.

• Search for information.

• Create a case for this user's account

and for child accounts.

• View a list of cases created by this user

and view cases for child accounts.

• Edit cases created by this user and edit

cases for child accounts.

• View a list of assets belonging to this

user's account and to child accounts.

• Search for information.

Customer case manager
• Create a case on behalf of another
[sn_customerservice.customer_case_man contact in this account.
ager]
• View a list of cases belonging to this
account.

• Edit cases belonging to the account.

Note: The customer case manager

role is not automatically added to the
sn_customerservice.contact_role_assi
gnment system property. To expose
this role to customer and partner
administrators, navigate to Customer
Service > Administration > Properties
and add it to this property.

Customer administrator
• Create a case for this user's account.

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What this user can do on the Customer Service

User role
Portal
• Create a case on behalf of another
contact for this account.

• View a list of cases belonging to this

account.

[sn_customerservice.customer_admin] • Edit cases belonging to this account.

• View a list of assets belong to this user's

account.

• Search for information.

• Manage users for this account.

• Create a case for this user's account.

• Create a case on behalf of customer

accounts.

Partner • View a list of cases belonging to this

user.
[sn_customerservice.partner]
• Edit cases belonging to this user.

• View a list of assets belong to this user's

account.

• Search for information.

Partner administrator
• Create a case for this user's account.
[sn_customerservice.partner_admin]
• Create a case on behalf of customer
accounts.

• View a list of cases belonging to this

account and to customer accounts.

• View a list of assets belong to this

account and to customer accounts.

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What this user can do on the Customer Service

User role
Portal
• Edit cases belonging to this account
and to customer accounts.

• Manage users for this account and for

customer accounts.

Limit access to product model data on the Customer

Service Portal
Use a system property to limit customer access to data in the Product Models table.

From the Customer Service Portal, product model data can be accessed by external
users with the sn_esm_user role. System administrators can use the
csm_cmdb_model.customer_visible_flag system property and the Customer Visible field
on the Product Models table (cmdb_model) and child tables to limit this access.

The csm_cmdb_model.customer_visible_flag system property enables the Customer

Visible field for the tables listed below. By default, this property is set to false. When set to
true, the system uses the setting in the Customer Visible field to determine access to
product model data on the Customer Service Portal.

• Product Models table (cmdb_model)

• Software Models table (cmdb_software_product_model)

• Application Models table (cmdb_application_product_model)

• Consumable Models table (cmdb_consumable_product_model)

• Facility Models table (cmdb_facility_product_model)

• Hardware Models table (cmdb_hardware_product_model)

The Model Categories table (cmdb_model_category) does not have a Customer Visible
field. Access to model categories data is restricted by using the Customer Visible field on
the Product Model table. Only the categories for the products which are visible in the
Product Model table will be visible in the Model Categories table.

For upgrades from Jakarta to madrid, the Customer Visible field is added to each record
in the Product Models table and set to false.

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To limit access:

1. Set the csm_cmdb_model.customer_visible_flag system property to true.

2. Customize the Product Models table (cmdb_model) and add the Customer Visible
column.

3. Set the value of the Customer Visible field to true for the product models that should
be visible to external customers.

External users can see these product using these product models if the products are
linked to the customer account.

Manage contacts from the customer portal

Users with the customer administrator role can create and update customer contacts;
assign roles to contacts; and create, enable, or disable contact logins from the
customer portal.

Administrators can also reset a password for a contact from the customer portal based
on the Content Management System (CMS). The Customer Service Portal does not
support the password reset feature. The system administrator can change and reset
passwords using the ServiceNow Password Reset and Password Change applications.
Note: The Related Links section at the bottom of the Contacts page includes
several Service Portal links that are not currently supported by the Customer Service
Portal.

Create a customer contact

Create a customer contact from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,

or admin

Procedure

1. Click Support > Contacts in the portal header.

2. From the Contacts list, click New.

3. Fill in the fields on the Contact form, as appropriate.

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Contact form

Field Description

First name Customer's first name.

Last name Customer's last name.

Title Customer's job title.

Language The language for this customer.

The time zone for this customer's

Time zone
location.

Account The user's account.

Email Customer's email address

Business phone Customer's business phone.

Mobile phone Customer's mobile phone.

Enable or disable notifications for this

customer.
Notification
This field is displayed after you click
Submit and create the contact.

A unique identifier for this user. The user

ID should follow the format
firstname.lastname.
User ID
This field is displayed after you click
Submit and create the contact.

4. Click Submit.
After you create a new contact, you can create a login for the contact and enable
or disable notifications.

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Create a login for a new contact

After creating a new contact, you can create a login for that contact.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,

or admin

Procedure

1. Click Manage Users in the portal header.

2. Select the new contact from the Contacts list.

3. Click the Create Login related link.

The system creates a login for this contact and fills in the User ID field on the Contact
form with the user's first and last name in this format: firstname.lastname

In the event that you create a new contact with the same first and last name as an
existing contact, the User ID field is left blank and the Create Login related link does
not appear on the contact form.

To create a login for this contact, enter a unique login in the User ID field on the
Contact form and click Update.

Update contact information for a user

Update the contact information for a user from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,

or admin

Procedure

1. Click Support > Contacts in the portal header.

2. Select a user from the Contacts list.

3. Make the desired changes to the fields on the Contact form.

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Contact form

Field Description

First name Customer's first name.

Last name Customer's last name.

Title Customer's job title.

Language The language for this customer.

The time zone for this customer's

Time zone
location.

Account The user's account.

Email Customer's email address

Business phone Customer's business phone.

Mobile phone Customer's mobile phone.

Enable or disable notifications for this

Notification
customer.

A unique identifier for this user. The user

User ID ID should follow the format
firstname.lastname.

4. Click Update.

Enable or disable the login for a contact

Enable or disable the login for a contact.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,

or admin

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Procedure

1. Click Manage Users in the portal header.

2. Select a contact from the Contacts list.

3. Click one of the following related links:

• Disable login

• Enable login
If the login for this contact is currently enabled, the Disable login related link is
displayed. If currently disabled, the Enable login related link is displayed.
The system enables or disables the login for this contact and returns you to the
Contact list. A disabled contact cannot access the customer portal.

Assign a user role to a contact

Assign one or more user roles to a contact from the customer portal.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner_admin,

or admin

About this task

Use the Edit Role pop-up window to manage the roles for a contact. Contacts must
have at least one assigned user role. If there are no roles in the Selected column on the
pop-up window, you cannot update the record.
Note: The roles available in the Edit Role pop-up window are configured using the
sn_customerservice.contact_role_assignment property.

Procedure

1. Click Contacts in the Customer Service Portal header.

2. Select a user from the Contacts list.

3. Click the Edit Roles related link.

4. In the Edit Role pop-up window, select a role in the Available column and move it to
the Selected column.

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5. Click Update on the Edit Role pop-up window.

Note: If there are no roles in the Selected column, the system displays an error
message and the column resets to display the originally assigned roles.

6. Click Save on the Contact form.

Reset a password for a contact

Reset a password for a contact from the customer portal.

Before you begin

Role required: admin

About this task

When you reset a password for a contact, the system sends an email to the contact that
includes a new temporary password. The customer is asked to change this temporary
password at the next login.
Note: Administrators can reset a password for a contact from the customer portal
based on the Content Management System (CMS). The Customer Service Portal
does not support the password reset feature.

Procedure

1. Click Manage Users in the portal header.

2. Select a contact from the Contacts list.

3. Click the Reset a password related link.

This brings up the Password Reset Assistance dialog box.

4. Ensure that the correct user name is displayed in the Select User field.

5. Select a process in the Select process field.

6. Click Verify Identity.

Manage customer registration requests

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Users with the customer administrator role can approve or reject registration requests
that customers submit from the Customer Service Portal.

• Approve a registration request with a valid registration code

Approve a registration request from a user that was submitted from the Customer
Service Portal with a valid registration code.

• Approve a registration request with an invalid registration code

Approve a registration request from a user that was submitted from the Customer
Service Portal with an invalid registration code.

• Reject a registration request

Reject a registration request from a user that was submitted from the Customer Service
Portal.

Approve a registration request with a valid registration

code
Approve a registration request from a user that was submitted from the Customer
Service Portal with a valid registration code.

Before you begin

Role required: sn_customerservice.customer_admin

Procedure

1. Navigate to the customer portal.

2. Click Approvals.
The Approvals list displays registration requests with these states: Requested and No
Longer Required.

3. Click a request in the Approvals list with a state of Requested.

4. If desired, add any Comments to this request.

5. Click Approve.

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A user account is created and an email is sent to the contact’s email address with a
user ID and temporary password. The user is also assigned these roles: sn_esm_user
and snc_external.

Approve a registration request with an invalid

registration code
Approve a registration request from a user that was submitted from the Customer
Service Portal with an invalid registration code.

Before you begin

Role required: sn_customerservice.customer_admin

Procedure

1. Navigate to Customer Service > Administration > Pending Contact Registrations.

2. Select a registration request with a state of Pending.

3. Select an Account for the requester.

4. Click Update.
The registration request is sent to the customer administrator of the assigned
account.

Reject a registration request

Reject a registration request from a user that was submitted from the Customer Service
Portal.

Before you begin

Role required: sn_customerservice.customer_admin

Procedure

1. Navigate to the customer portal.

2. Click My Approvals.

3. Click a request in the Approvals list with a state of Requested.

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4. Click Reject.
An email regarding the rejection is sent to the requestor’s email address.

Assign a contact to an asset from the customer portal

Users with the customer administrator role can assign a contact to an asset from the
customer portal.

Before you begin

Role required: sn_customerservice.customer_admin

Procedure

1. Log in to the customer portal.

2. Click Support > Assets from the portal header menu.

3. Click the desired asset.

4. Click New in the Asset Contacts related list.

This displays a new Asset Contact form. The Asset field displays the selected asset
and is read-only.

5. Select a Contact.
The contacts available for selection are the contacts from the asset's account.

6. Click Submit.
The contact is added to the Asset Contacts related list.

Search for information using the customer portal

Use the search feature on the customer portal to find information about a question or
an issue.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, or sn_customerservice.partner_admin

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About this task

The portal has a search feature that you can use to search for information across several
repositories. Enter a search term in the Search field and then click Search to display a list
of related articles.

Procedure

1. Enter a search term into the Search field.

2. Click Search.
A list of articles related to the search term is displayed.

3. Click a link to view an article.

• Search the knowledge base

Use the customer portal to search the knowledge base or view a list of popular
knowledge base articles.

• Search the customer service community

Use the customer service portal to search the community site or view a list of recent
discussion topics.

Search the knowledge base

Use the customer portal to search the knowledge base or view a list of popular
knowledge base articles.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, or sn_customerservice.partner_admin

About this task

The customer service portal includes a link to the knowledge base that you can use to
search for information, read and rate articles, and submit feedback. Under this link, the
portal displays a list of popular knowledge base articles. If the information that you need
is not included in this list, you can search the knowledge base for the desired
information.

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Procedure

1. Navigate to the customer service portal.

2. Click Knowledge.
The knowledge page displays a separate category for each of the products
purchased by this customer. It also displays lists of articles by:

• Featured content

• Most useful

• Most viewed

3. Do one of the following:

Option Description

Click a product to display more specific Displays a list of categories on the left
information and articles on the right. Click a
category to drill down even further.

Click a link from one of the lists Displays the article.

Type a topic in the Search field and Displays a list of related articles. Click a
press the Enter key link to display the desired article.

Search the customer service community

Use the customer service portal to search the community site or view a list of recent
discussion topics.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, or sn_customerservice.partner_admin

Procedure

1. Navigate to the customer service portal.

2. Click Ask the Community.

This brings up the Ask a Question page.

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3. Enter a question in the Title field.

4. Select a knowledge base in the Knowledge Base field.

5. If desired, select a category in the Category field.

6. If desired, add one or more tags to your question in the Tags field.

7. Click Post Question.

The question appears on the search results page under the Questions category.

Deflect cases with knowledge and community content

Enable customers to search for information from the knowledge base and community
and find solutions to their issues.

Before you begin

Role required: sn_customerservice_customer or sn_customerservice_consumer

About this task

The Service Portal Case form displays contextual search results based on text entered in
the Subject field. These search results provide targeted solutions to customers. Customers
can search for information that is related to a case when opening a case. If the search
results in any related content, the customer can preview the content.
Note: By default, search results include knowledge articles, solved community
questions and blogs, and pinned articles.

Procedure

1. Navigate to the Customer Service Management Service Portal and then Support >
New Cases.

2. Click Product Case or Order Case.

3. Start typing in the Subject field.

If there are any search results that match, they are displayed in the Related Search
Results widget.
Note: If embedded search has been enabled, the results are displayed inline
in the Case form in a Knowledge results section and are read-only.

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4. Perform one of the following actions.

• Click one of the content links in the Related Search Results widget to enter the
content directly.

• Click one of the content links in the embedded Knowledge results section to
open the content inline as read-only.

5. Click This helped to mark the content as helpful for resolving the associated case.

6. Click Submit.

View asset and product information from the customer

portal
View a list of assets and related product information for the current user's account.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, or sn_customerservice.partner_admin

Procedure

1. Click Support > Assets in the portal header.

This displays a list of assets that belong to the current user's account, including the
name and serial number of the asset and the product model category and
account to which it belongs.

2. Click one of the following to view more information.

Option Description

Display name Displays the asset information.

Account Displays the account information.

Model category Displays the product model information

for this asset.

3. Click the Back button to return to the list of assets.

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View or update customer contact information

View or update your contact information from the customer portal.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner,or sn_customerservice.partner_admin

Procedure

1. Click your user name in the portal header to display your contact information.

2. Make any desired changes to the fields on the Contact form.

Contact form

Field Description

First name Customer's first name.

Last name Customer's last name.

Title Customer's job title.

Language The language for this customer.

The time zone for this customer's

Time zone
location.

Account The user's account.

Email Customer's email address

Business phone Customer's business phone.

Mobile phone Customer's mobile phone.

Enable or disable notifications for this

Notification
customer.

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Field Description

A unique identifier for this user. The user

User ID ID should follow the format
firstname.lastname.

3. Click Update.

Customer notification preferences

Customers can add devices and specify phone numbers and email addresses to be
used for notifications. Customers can also set preferences for email notifications.

Customers can add the following types of devices:

• Email

• Push

• SMS

• Voice

After adding a new device, customers can configure the device to receive
notifications. Customers can also set several email notification preferences which
control email notifications that are sent to the customer when an agent performs one of
the following case activities:

• Opens a case for a customer

• Comments on a customer's case

• Provides a resolution for a customer's case

• Closes a customer's case

• Add a device for customer notifications

Customers can add devices to be used for notifications.

• View or update notification preferences

Customers can add devices and specify email addresses to be used for notifications.

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• Set email notification preferences

Customers can set preferences for email notifications that are sent when customer
service agents perform different actions on cases.

Add a device for customer notifications

Customers can add devices to be used for notifications.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, or sn_customerservice.partner_admin

Procedure

1. Click your user name in the portal header to display the user profile information.

2. Click the Notification Preferences related link to display the Notification Preferences
form.

3. Click the New Device button in the form header to display the New Device form.
New Device form

Field Description

Name The name of the device.

The type of notification device:

• Email

• Push

Type • SMS (default)

• Voice

Different fields are displayed depending

on the type of device selected.

Phone number The user's phone number.

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Field Description

Service provider The user's service provider.

Email address The user's email address.

The push application to be used for

Push application
notifications.

User The user's name.

The order in which the selected device

Order
receives notifications.

Enables this device to receive

Active
notifications.

4. Enter a name for the device in the Name field.

5. Select the type of device in the Type field.

The remaining fields displayed depend on the type of device selected.

• If Email, enter an address in the Email address field.

• If Push, select an application in the Push Application field.

• If SMS, enter a phone number in the Phone number field and select a provider in
the Service provider field.

• If Voice, enter a phone number in the Phone number field.

6. If desired, select a different user in the User field.

7. Enter a number in the Order field.

8. Enable the Active checkbox.

9. Click Submit.

View or update notification preferences

Customers can add devices and specify email addresses to be used for notifications.

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Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, or sn_customerservice.partner_admin

Procedure

1. Click the user name or profile photo in the portal header to display the user profile
information.

2. Click the Notification Preferences related link to display the Notification Preferences
page.

3. Select a device from the Notification Preferences list.

4. Make any desired changes to the fields on the device form.

5. Click Update.

Set email notification preferences

Customers can set preferences for email notifications that are sent when customer
service agents perform different actions on cases.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, or sn_customerservice.partner_admin

Procedure

1. Navigate to the customer service portal.

2. Click your user name or photo in the portal header to display your user profile
information.

3. Click the Notification Preferences related link to display the Notification Preferences
form.

4. Enable or disable the following email notifications for your primary email address. An
option is enabled when the switch appears green and is toggled to the right.

• Case closed

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• Case commented

• Case opened for me

• Case resolved

5. Click Save.

Change your password from the customer portal

Change your password from the customer portal.

Before you begin

Role required: admin

Note: Users with the required roles can change their passwords from the CMS
version of the customer portal. This functionality is not supported for the Customer
Service Portal. The system administrator can change and reset passwords using the
ServiceNow® Password Reset and Password Change applications .

About this task

Procedure

1. Click your user name in the portal header to display the user profile information.

2. Click the Change password related link.

3. Fill in the fields on the Change Password form, as appropriate.

Change Password form fields

Field Description

Change password for

The current password. This field is

Old password
automatically filled in.

New password The new password. This password must:

• Be a minimum of eight characters in

length

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Field Description
• Include at least one uppercase and
one lowercase letter

• Include at least one number

Retype password The new password.

4. Click Change Password.

Contact self-registration
The self-registration feature enables new customer contacts to submit registration
requests from the customer portal.

Once the request is submitted, it goes through an approval process and is either
accepted or rejected. If accepted, a user account is created and the contact receives
an email with a user ID and a temporary password. When logging in to the portal for the
first time, the contact is asked to change the temporary password. If rejected, the
contact receives an email with this information.

A customer contact can submit a registration request with or without a registration

code:

• If a request is submitted with a valid registration code, the contact’s account

information is automatically detected and added to the contact record. The request
is then sent to the customer administrator of that account for approval. If an account
has multiple customer administrators, they all receive the registration request but only
one is required to approve it. After a request has been approved, the state of the
request changes to No Longer Required for the other customer administrators.

• If a request is submitted without a registration code or if the code is incorrect, the

request is sent to the system administrator, who fills in the account information. Once
this information is filled in, the request is sent to the customer administrator of that
account for approval.

The system administrator creates a unique registration code for each account and
stores it in the Registration Code field on the Account form. Once this code is created,
customer administrators can distribute the code to customers as needed.

• Submit a self-registration request

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Submit a registration request from the Customer Service Portal.

• Request a password reset

If you forget your password, you can request a new password from the customer
portal login screen.

• Log in to the customer portal for the first time

After a registration request is approved, the customer contact receives an email with
a user ID and temporary password. When logging in for the first time, the contact is
asked to change the password.

Related Concepts

• Example: The default self-service Password Reset process

Submit a self-registration request

Submit a registration request from the Customer Service Portal.

Before you begin

Role required: none

Procedure

1. Navigate to the customer portal login page.

2. Request a login by clicking Register from the portal header.

3. Fill in your First Name, Last Name, and Business Email.

4. If you have a registration code, enter it in the Registration Code field.

5. Enable the check box to agree to the privacy policy and to the community terms
and conditions.
Click the links to access more information about these policies.

6. Enable the Security Code check box, complete the CAPTCHA validation, and click
Verify.
The Customer Service application uses the Google re-CAPTCHA service.

7. Click Submit.

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You are returned to the portal login page.

If you entered a valid registration code, you see this message: “Your request has
been submitted and is pending review. You will receive an email when your request
is processed.”

If you did not enter a registration code or if the code was incorrect, you see this
message: “Incorrect Registration Code.” Your request is submitted and is sent to the
system administrator to complete the account information.

Request a password reset

If you forget your password, you can request a new password from the customer portal
login screen.

Before you begin

Role required: none

Procedure

1. Navigate to the customer portal login page.

2. Click the reset your password here link.

3. Enter your User name and Email address.

4. Click Reset Password.

The user name and email address are validated. If they match, the system
generates a temporary password and sends it to the user's email address.

5. Log in to the customer portal using the temporary password.

You are required to create a new password before continuing.

6. Enter the new password in the Password field.

7. Enter the new password again in the Validate Password field.

8. Click Submit.

Log in to the customer portal for the first time

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After a registration request is approved, the customer contact receives an email with a
user ID and temporary password. When logging in for the first time, the contact is asked
to change the password.

Before you begin

Role required: none

Procedure

1. Navigate to the customer portal login page.

2. Enter your user ID in the User name.

3. Enter your temporary password in the Password field.

4. Click Login.
You are prompted to change your password.

5. Enter your temporary password in the Current Password field.

6. Enter your new password in the New Password field.

7. Re-enter your new password in the Confirm New Password field.

8. Click Submit.

Create a customer service case from the customer

portal
Create a case about a question or issue from the customer portal.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.partner,

sn_customerservice.customer_admin, or sn_customerservice.partner_admin

About this task

Customers and partners can create a case from the customer portal.

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Procedure

1. Navigate to the portal.

2. Click Create Case

3. Fill in as many fields on the Create Case form as you can.

Note: Depending on your role, you may not see the Account and Contact
fields.

Create Case form (customer portal)

Field Description

The account for which the case is being

Account
created.

The name of the customer contact for

Contact
this case.

The asset tag number or the serial

Asset number of the asset associated with this
case.

The product model of the asset. A

model is a specific version or
configuration of an asset (for example,
Apple Mac Book Pro).

Product If you select an asset in the Asset field,

this field is auto-filled if the associated
product information is available in the
asset record. A product may be
associated with multiple assets.

Priority The assigned priority:

• 1 - Critical

• 2 - High

• 3 - Moderate

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Field Description
• 4 - Low (default)

A brief description of the customer

Subject
question, issue, or problem.

A more detailed description of the

Description
customer question, issue, or problem.

4. Click Submit.
The case is created, assigned a case number, and added to the user's case list.
Click My Cases at the top of the customer portal to view the Cases list.

Chat with an agent from the Customer Service Portal

Chat with a virtual agent or a customer service agent from the Customer Service Portal
to resolve issues quickly.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, sn_customerservice.partner_admin

Procedure

1. Click the chat icon ( ) in the Customer Service Portal to start a conversation.
A virtual agent or a customer service agent responds.

2. To talk to a person instead of a virtual agent, click and then Contact Support.

3. When you are finished with the chat, click End Conversation.

What to do next

If the agent creates a new case or links the discussion to an existing case, you can view
these cases from the customer portal by clicking on My Cases and displaying the case
list.

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View or modify a customer service case from the

customer portal
View or modify the information in a selected customer service case.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,

sn_customerservice.partner, sn_customerservice.partner_admin

About this task

Depending on the role of the current user, the Case list displays:

• Cases created by the current user (sn_customerservice.customer)

• Cases related to the current user's account (sn_customerservice.customer_admin)

• Cases related to the current user's account as well as partner accounts

(sn_customerservice.partner, sn_customerservice.partner_admin)

Procedure

1. Click Case > All Cases in the portal header.

Cases are ordered in the list with the most recently updated at the top.

2. Click the desired case number to open the Case form.

3. Make any necessary changes to the Short description or Additional comments

fields.
All other fields on the form are read-only.

4. Click Update.

View a publication on the Customer Service Portal

View the details of a publication on the Customer Service Portal and download any
attachments.

Before you begin

Role required: sn_customerservice.customer

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About this task

The Publications link on the customer service portal displays a list of current publications.
You can filter the publications on this list by category and you can further filter the list to
show all publications or only those that are unread. You can sort the list by publish date
or expiration date. You can also search for a specific term.

After a publication reaches its Expiry Date, it is automatically removed from the
Publications list.

Procedure

1. Navigate to the customer service portal.

2. Click Support > Publications in the portal header.

This displays a list of current publications. The information displayed for each
publication includes the title, publish date, expiration date, and a brief description.

3. If desired, filter or sort the Publications list.

• Select a category in the upper-left corner or select All Categories.

• Select either All Publications or Unread Publications in the upper-right corner.

• Select either Publish Date or Expiry Date in the Sort by field.

4. If desired, search the Publications list by entering the search term in the Search
Publications field.

5. Click a publication name to open.

6. If the publication has attachments, click Attachments in the upper-right corner.

7. Select the attachments to download from the pop-up window.

8. Close the pop-up window.

9. Click the return arrow at the top of the publication to return to the Publications list.

Complete a customer service satisfaction survey

After accepting a proposed solution for a case, complete a customer service
satisfaction survey.

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Before you begin

When a customer accepts a proposed solution for a case by clicking Accept Solution
on the case form, a satisfaction survey is displayed in the portal. The customer has the
option of completing or skipping the survey. Either choice returns the customer to the list
of cases on the self-service portal.

To complete the survey:

Procedure

1. Answer each of the survey questions.

2. Click Submit.

Use the Consumer Service Portal

The Consumer Service Portal is a web interface that your company can use to provide
information and support to consumers.

From the Consumer Service Portal, consumers can:

• Search for information, browse knowledge articles, and engage with the community.

• Start a chat session with a customer service agent

• Register, create a login, and create a user profile.

After registering and logging in to the Consumer Service Portal, consumers can:

• Edit user profile information and change passwords.

• Register new products and view a list of currently registered products.

• Contact a consumer service agent about a question or issue.

• Create cases and view a list of current cases.

• Accept or reject proposed case solutions.

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Consumer Service Portal

Note: The screenshot shows the Consumer Service Portal homepage of a logged-
in user with the system administrator role. You see different menu items depending
on your role.

Consumer Service Portal homepage

No. UI component Description

Click Get Help to open a

1 Get help menu
product or order case.

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No. UI component Description

Navigate to cases, orders,

2 Support menu my products, and other
quick links.

View a tour for additional

guidance on how the
Customer Service
3 Tours Management application
works. Tours appear when
your administrator creates
them on certain pages.

Click Live Chat to chat with

4 Live Chat a virtual agent or a
customer service agent.

Click your profile photo to

5 Profile menu either view your profile or
logout.

Enter a search term and

6 Search click Search to view the
search results.

Click Knowledge to search

the knowledge base or
7 Knowledge view a list of top-rated or
most viewed knowledge
base articles.

Click Ask the Community to

8 Ask the Community access the Community
homepage.

Click Get help to make a

9 Get help request or report a problem
by opening a case.

View a list of most viewed

10 Most viewed articles
articles.

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No. UI component Description

View a list of which

11 Recent Discussion Topics
products were affected.

View a list of popular

12 Popular Support Questions
support questions.

Customizing the Consumer Service Portal

To customize this portal, navigate to Service Portal > Portals and click Consumer Service
Portal. See Service Portal for more information about creating a custom interface.

• Portal usage calculation

• Consumer registration

Use the Consumer Service Portal to register and create a consumer profile.

• Log in to the Consumer Service Portal

Use the name and password that you created during the registration process to log in
to the Consumer Service Portal.

• View or edit a consumer profile

Registered users with the consumer role can view their consumer profiles, edit the
information as needed, and change passwords.

• Register a product from the Consumer Service Portal

Users with the consumer role can register their products from the Consumer Service
Portal.

• View a list of products from the Consumer Service Portal

Users with the consumer role can view a list of their registered products from the
Consumer Service Portal.

• Create a case from the Consumer Service Portal

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Users with the consumer role can create cases from the Consumer Service Portal.

• View a case from the Consumer Service Portal

Users with the consumer role can view a list of cases from the Consumer Service Portal
and select individual cases to see more detail.

• Accept or reject a case solution from the Consumer Service Portal

Users with the consumer role can accept or reject the proposed solution for a case
from the Consumer Service Portal.

• Chat with an agent from the Consumer Service Portal

Chat with a virtual agent or a customer service agent from the Consumer Service
Portal to resolve issues quickly.

• Chat anonymously with an agent from the Consumer Service Portal

Users that are not logged in can chat anonymously with an agent from the Consumer
Service Portal to resolve issues more quickly.

• Respond to a consumer chat request

Select a chat request from the chat queue and respond to a customer's question or
comment.

• Create a consumer case from a chat

If a consumer chat results in the need to open a case, create the case directly from
the conversation.

• Create a consumer record

Consumer service agents and managers can create a consumer record from the
Customer Service Management application.

• Create additional consumer addresses

Consumers can have multiple addresses, including one primary address.

• View a publication on the Consumer Service Portal

View the details of a publication on the Consumer Service Portal and download any
attachments.

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• Consumer form

The Consumer form stores information about a consumer, including the name,
addresses, and phone numbers.

• List and form views by agent role

Users with either the customer agent role or the consumer agent role can see
attributes specific to the end user on these Customer Service Management lists.

• Consumer Service Portal properties

Properties that the system administrator can set to limit the number of registered
products per consumer, the number of open cases per consumer, and the number of
attachments per consumer record.

Related Reference

• Portal usage calculation

Portal usage calculation

Portal usage enables you to track how your customers and employees are using the
portal. The Customer Portal Usage dashboard provides information about portal visits by
your customers and employees, resulting in session counts.

To view the Customer Portal Usage dashboard, navigate to Customer Service > Admin >
Portal Usage.

A user session is a period of activity on the Customer or Consumer Service Portal by one
of the following users:

• Internal: an internal user, typically an employee, who is logged in.

• External: an external user, typically a customer or consumer, who is logged in.

• Anonymous: a user who is not logged in.

A user session times out after a specific period of inactivity.

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(server time), the system restarts another session. This means that a user cannot have a
session longer than 24 hours.

The default session timeout is 30 minutes. This setting can be adjusted using a system
property. For more information about modifying the session timeout setting, see Manage
user sessions.

Site visit calculation examples

A user logs in, logs out, and then logs in again:

Step User activity Billable count incremented

User visits the portal as an anonymous or

1 Yes
guest user

2 User logs in No

3 User logs out No

4 User logs in immediately after logging out Yes

A user logs in and continues the session past midnight:

Step User activity Billable count incremented

User visits the portal as an anonymous or

1 Yes
guest user

2 User logs in No

3 User session continues past midnight Yes

4 User logs out No

Consumer registration
Use the Consumer Service Portal to register and create a consumer profile.

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Before you begin

Role required: none

About this task

When a consumer successfully completes the self-registration process from the

Consumer Service Portal, a record of the consumer registration is created and stored in
the Consumer Users table [csm_consumer_user] and the Users table [sys_user]. The
consumer is also granted the consumer [sn_customerservice.consumer] role.

Procedure

1. Navigate to the Consumer Service Portal.

2. Click Register in the portal header.

3. Fill in the fields on the registration form.

Your email address must be unique. If you enter an address that is already in the
system, you receive an error message. You can try again with a different email
address.

4. Enable the Security Code check box, complete the CAPTCHA validation, and click
Verify.
The Consumer Service Portal uses the Google re-CAPTCHA service.

5. Enable the check box to agree to the privacy policy and to the community terms
and conditions.

6. Click Submit.
If the fields on the registration form are filled out correctly, your registration is
completed and you are logged in to the Consumer Service Portal.

Log in to the Consumer Service Portal

Use the name and password that you created during the registration process to log in to
the Consumer Service Portal.

Before you begin

Role required: sn_customerservice.consumer

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Procedure

1. Navigate to the Consumer Service Portal.

2. Click Login in the portal header.

3. Fill in the fields on the Login popup window.

4. Click Login.
You are logged in to the Customer Service Portal and your name appears in the
portal header.

View or edit a consumer profile

Registered users with the consumer role can view their consumer profiles, edit the
information as needed, and change passwords.

Before you begin

Role required: sn_customerservice.consumer

Procedure

1. Log in to the Consumer Service Portal.

2. Click your user name in the portal header and then click Profile.

3. To add a picture to your profile, click Upload Picture and select the desired image.

4. To update the personal information in your profile, including name, contact

information, and address:

a. Click the desired field.

b. Enter the new information in the popup window.

c. Click Save.

5. To change your password, click Change Password.

The Change Password link appears on the consumer profile when the Self Service
Password Reset plugin (com.snc.password_reset) is activated.

6. Fill in the fields on the Change Password popup window and click Update.

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Register a product from the Consumer Service Portal

Users with the consumer role can register their products from the Consumer Service
Portal.

Before you begin

Role required: sn_customerservice.consumer

Procedure

1. Log in to the Consumer Service Portal.

2. Click Products in the portal header and then click Register Product.

3. Type a search term in the search field and press Enter to display a list of products.

4. Click the Select button on the card for the desired product.

5. Enter the Serial Number and the Purchase Date for the selected product.

6. Click Register.
After the product is successfully registered, it appears in the My Products list, which
includes the products registered to the current user.

View a list of products from the Consumer Service

Portal
Users with the consumer role can view a list of their registered products from the
Consumer Service Portal.

Before you begin

Role required: sn_customerservice.consumer

Procedure

1. Log in to the Consumer Service Portal.

2. Click Support > My Products in the portal header.

This displays a list of products registered to the current user.

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3. If desired, click a product to display more information about the product.

Create a case from the Consumer Service Portal

Users with the consumer role can create cases from the Consumer Service Portal.

Before you begin

Role required: sn_customerservice.consumer

Procedure

1. Log in to the Consumer Service Portal.

2. Click Get Help in the portal header.

3. Choose between Get Product Help and Get Order Help.

4. Enter or search for a customer.

5. Enter a product or an order depending on what you selected above.

6. Enter a brief description in the Subject field.

7. If desired, add a more detailed Description and any attachments.

8. Click Submit.
The new case is created and added to the Cases list. To view the case, click the link
in the case creation message or click Cases in the portal header and then click the
case number.

View a case from the Consumer Service Portal

Users with the consumer role can view a list of cases from the Consumer Service Portal
and select individual cases to see more detail.

Before you begin

Role required: sn_customerservice.consumer

About this task

Selecting a case opens a form with the following sections:

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• A conversation that displays the interaction between the consumer and the customer
service agent.

• The action that needs to be taken on the consumer's part, such as accepting or
rejecting a solution.

• The case details, including the case number and current status.

• Any attached files.

Procedure

1. Log in to the Consumer Service Portal.

2. Click Support > Cases in the portal header to view a list of cases related to the
current user.

3. Click the case number to view more information about the case.

4. If desired, type a message to the agent and click Send.

Your message becomes part of the case conversation. All responses from the agent
are also included in the conversation.

Accept or reject a case solution from the Consumer

Service Portal
Users with the consumer role can accept or reject the proposed solution for a case from
the Consumer Service Portal.

Before you begin

Role required: sn_customerservice.consumer

About this task

When an agent proposes a solution to a consumer's case, buttons for accepting or

rejecting the solution appear in the section of the form that shows the consumer actions.

Procedure

1. Log in to the Consumer Service Portal.

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2. Click Support > Cases in the portal header to view a list of cases related to the
current user.

3. Click a case number to view more information about the case.

4. Click one of the following buttons:

Option Description

Accept Solution Accepts the solution proposed by the

agent and changes the case state to
Closed.

Reject Solution Rejects the solution proposed by the

agent and changes the case state to
Open.

Chat with an agent from the Consumer Service Portal

Chat with a virtual agent or a customer service agent from the Consumer Service Portal
to resolve issues quickly.

Before you begin

Role required: sn_customerservice.consumer

Procedure

1. Click the chat icon ( ) in the Consumer Service Portal to start a conversation.
A form opens that requests the type of issue and a brief description of the issue.

2. Fill in the information and click Submit.

A virtual agent or a customer service agent responds.

3. To talk to a person instead of a virtual agent, click and then Contact Support.

4. When you are finished with the chat, click End Conversation.

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What to do next

If the agent creates a new case or links the discussion to an existing case, you can view
these cases from the Consumer Service Portal by clicking Cases and displaying the case
list.

Chat anonymously with an agent from the Consumer

Service Portal
Users that are not logged in can chat anonymously with an agent from the Consumer
Service Portal to resolve issues more quickly.

Before you begin

Role required: none

Procedure

1. Click the chat icon ( ) in the Consumer Service Portal to start a conversation.
A form opens that requests some basic user information.

2. Fill in the information and click Submit.

A virtual agent or a customer service agent responds.

3. To talk to a person instead of a virtual agent, click and then Contact Support.

4. When you are finished with the chat, click End Conversation.

Respond to a consumer chat request

Select a chat request from the chat queue and respond to a customer's question or
comment.

Before you begin

Role required: sn_customerservice_agent or sn_customerservice_manager

Procedure

1. Navigate to Collaborate > Connect Support.

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The Connect workspace opens in a new tab.

3. Accept a conversation in one of the following ways.

• Accept a conversation from a queue

• Accept a transfer request

4. Respond to the consumer and help resolve the issue.

By default, your messages are added to the conversation record as comments and
are visible to the user.

What to do next

If necessary, you can open a new customer service case or incident from the
conversation to track the issue. You can also transfer the conversation to a different
agent or queue, or escalate the conversation to a higher priority queue. For more
information, see Connect Support.

Create a consumer case from a chat

If a consumer chat results in the need to open a case, create the case directly from the
conversation.

Before you begin

Role required: sn_customerservice.agent

About this task

When you create a case from a support conversation, the system copies the
conversation history to the case activity stream as comments and work notes. Future
messages are tracked in the case as well.

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Procedure

1. Navigate to Collaborate > Connect Support.

The Connect workspace opens in a new tab.

3. Under Cases, open a consumer conversation.

4. At the bottom of the conversation, click the menu icon to open the Connect
actions menu.

5. In the Connect actions menu, select Create Case.

In the conversation tools area to the right of the conversation, a new case form
opens in a record tab. The system automatically sets certain fields based on
conversation details. (For a case created from a consumer chat, the Consumer field
is filled in and the Short description field displays the initial chat request from the
consumer.)

6. Complete the form as necessary and click Submit.

The system automatically shares the record in the conversation, copies the
conversation to the record activity stream, and references the record on the Chat
Queue Entry [chat_queue_entry] table.

Create a consumer record

Consumer service agents and managers can create a consumer record from the
Customer Service Management application.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager or

admin

Procedure

1. Navigate to Customer Service > Customer > Consumers

2. Click New.

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3. Fill in the fields on the Consumer form as necessary.

4. Fill in the fields on the Primary Address tab.

A consumer can have multiple addresses but only one primary address. The primary
address is stored in the Primary Address tab on the Consumer form and in the
Addresses related list.

5. If desired, set any of the fields on the Preferences tab.

6. Click Submit.
The record is added to the Consumers table (csm_consumer). The primary address is
added to the Addresses related list and the Primary field is set to true.

Create additional consumer addresses

Consumers can have multiple addresses, including one primary address.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or

admin

About this task

For the primary address, the Primary field is set to true. For other addresses in the list, this
field is set to false. A consumer can have only one primary address.

Procedure

1. Navigate to Customer Service > Customer > Consumers.

2. Click the number of the desired consumer.

3. In the Addresses related list, click New.

4. Fill in the fields on the Location form.

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5. To denote this address as the primary address for the consumer, enable the Primary
check box.
A consumer can have multiple addresses but only one primary address.

6. Click Submit.

View a publication on the Consumer Service Portal

View the details of a publication on the Consumer Service Portal and download any
attachments.

Before you begin

Role required: sn_customerservice.consumer

About this task

The Support > Publications link on the Consumer Service Portal displays a list of current
publications. You can filter the publications on this list by category and you can further
filter the list to show all publications or only those that are unread. You can sort the list by
publish date or expiration date. You can also search for a specific term.

After a publication reaches its Expiry Date, it is automatically removed from the
Publications list.

Procedure

1. Navigate to the Consumer Service Portal.

2. Click Publications in the portal header.

This displays a list of current publications. The information displayed for each
publication includes the title, publish date, expiration date, and a brief description.

3. If desired, filter or sort the Publications list.

• Select a category in the upper-left corner or select All Categories.

• Select either All Publications or Unread Publications in the upper-right corner.

• Select either Publish Date or Expiry Date in the Sort by field.

4. If desired, search the Publications list by entering the search term in the Search
Publications field.

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5. Click a publication name to open.

6. If the publication has attachments, click Attachments in the upper-right corner.

7. Select the attachments to download from the pop-up window.

8. Close the pop-up window.

9. Click the return arrow at the top of the publication to return to the Publications list.

Consumer form
The Consumer form stores information about a consumer, including the name,
addresses, and phone numbers.

Form Information

TBD

Addresses
A consumer can have multiple addresses. The primary address is stored in the Primary
Address tab on the Consumer form and in the Addresses related list. When you fill in the
fields in the Primary Address tab and click Submit, this information is added to the
Addresses related list as the primary address, with the Primary field set to true. Any
changes made to the Primary Address fields are also updated in the related list.
Note: A consumer can have only one primary address.

Other addresses, such as billing or shipping addresses, can be created and stored in the
Addresses related list. For these other addresses, the Primary field is set to false.

All addresses for a consumer are stored in the Addresses related list. New addresses can
be created from this related list by clicking New and filling in the fields on the Location
form, including the address type.

Related lists
The Consumer form includes the following related lists:

• Addresses

• Cases

• Assets

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• Contracts

• Entitlements

• Social Profiles

List and form views by agent role

Users with either the customer agent role or the consumer agent role can see attributes
specific to the end user on these Customer Service Management lists.

List view

Columns displayed for Columns displayed for Columns displayed for

List
customer agent consumer agent agent with both roles

• Number

• Name

• Phone

Customer • Primary Contact

• City

• Zip / Postal code

• Updated

• Number

• Name
Consumer
• Mobile phone

• City

• Zip / Postal code

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Columns displayed for Columns displayed for Columns displayed for

List
customer agent consumer agent agent with both roles
• Updated

• Number
• Number
• Number • Short description
• Short description
• Short description • Contact
• Contact
• Consumer • Account
• Account
• Channel • Consumer
Case • Channel
• State • Channel
• State
• Priority • State
• Priority
• Assigned to • Priority
• Assigned to
• Updated • Assigned to
• Updated
• Updated

Entitlement
• Name • Name • Name

• Contract • Contract • Contract

• Product • Product • Product

• Account • Consumer • Account

• Business Hours • Business Hours • Consumer

• Remaining Units • Remaining Units • Business Hours

• Start Date • Start Date • Remaining Units

• End Date • End Date • Start Date

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Columns displayed for Columns displayed for Columns displayed for

List
customer agent consumer agent agent with both roles
• End Date

• Display name
• Display name
• Display name • Account
• Account
• Consumer • Primary Contact
Asset • Primary Contact
• Serial number • Consumer
• Serial number
• Model category • Serial number
• Model category
• Model category

Form view
A user with either the customer agent role or the consumer agent role can see fields
specific to the end user on these forms. If an agent has both roles, all of the fields are
shown.

Fields displayed for customer

Form Displayed for consumer agent
agent

Account
Case Consumer
Contact

Account
Entitlement Consumer
Contact

Account
Asset Consumer
Primary Contact

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Fields displayed for customer

Form Displayed for consumer agent
agent

Service Contract Account Consumer

Consumer Service Portal properties

Properties that the system administrator can set to limit the number of registered
products per consumer, the number of open cases per consumer, and the number of
attachments per consumer record.

Property Description

Maximum consumer attachable items per

record.

• Type: integer
consumer_max_attachments_per_record
• Default value: 5

• Location: Customer Service >

Administration > Properties

Maximum new cases that a consumer can

create per day.

• Type: integer
consumer_max_new_cases_daily
• Default value: 10

• Location: Customer Service >

Administration > Properties

consumer_max_comments_per_case_dail Maximum comments that a consumer

y can post per day on a case.

• Type: integer

• Default value: 25

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Property Description
• Location: Customer Service >
Administration > Properties

Maximum registered products per

consumer.

• Type: integer
consumer_max_products
• Default value: 25

• Location: Customer Service >

Administration > Properties

Out-of-the-box Customer Service Performance

Analytics Solutions
Performance Analytics Solutions and in-form analytics contain preconfigured
dashboards. These dashboards contain actionable data visualizations that help you
improve your business processes and practices.

Use the Performance Analytics widgets on the dashboard to visualize data over time,
analyze your business processes, and identify areas of improvement. With solutions, you
can get value from Performance Analytics for your application with minimal setup.
Note: Solutions include some dashboards that are inactive by default. You can
activate these dashboards to make them visible to end users according to your
business needs.
Two Performance Analytics Solutions are available for Customer Service:

• Customer Service

• Customer Service Management - Advanced

Both the Solutions contain the same basic components, including a Spotlight Group.
(Performance Analytics Spotlight is activated when either of these Solutions is
activated.) The Customer Service Management - Advanced Solution also supports the
following features:

• Major Issue Management

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• Customer Service Case Action Status

• Customer Service with Request Management

• Customer Service with Service Management

• Agent Chat

• Advanced Work Assignment for CSM

• Performance Analytics - Content Pack - Advanced Work Assignment

To enable the solution for Customer Service, an admin can navigate to Performance
Analytics > Guided Setup. Click Get Started then scroll to the section for Customer
Service. The guided setup takes you through the entire setup and configuration process.

Related Reference

• Major issue management analytics

• CSM integration with Service Management analytics

Related Topics

• Out-of-the-box Performance Analytics Solutions

• Ranking records with Spotlight

Case action status

Use the case action status feature to indicate the status of cases in the Case list. With
this feature, customer service agents can easily identify cases that need attention and
quickly prioritize their work.

Visual indicators in the Action Status column on the Case list highlight case status:

• A blue indicator highlights cases that need attention, such as cases that have been
updated by customers or internal users and are waiting for input or review.

• A red indicator highlights cases that are blocked, such as cases that have open
related task records or are waiting for customer feedback. Blocked cases can have
the following status:

• Blocked by task

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• Blocked by customer

• Blocked internally and by customer

In addition to the colored indicators, the Action Status column also displays a brief status
message.

The case action status feature uses actionable case flows to automatically determine
the action status for customer service cases. These flows create and resolve blocking
tasks for different case-related actions and update the action status indicators. Certain
agent actions trigger these case flows, which in turn create and resolve the blocking
tasks.

Customer service agents and managers can also manually set the action status for
cases by enabling the Needs Attention field on the Case form.

Plugin information

Users with the admin role can activate the Case Action Status plugin
(com.snc.csm_action_status). This plugin provides a Customer Service-specific
application of the Action Status Automation plugin (com.sn_action_status), which tracks
blocking tasks created for customer service cases and updates the action status
indicators.

The Case Action Status plugin provides several actionable case flows that create and
resolve blocking tasks for different case-related actions. These flows are enabled by
default. If you do not want to create blocking tasks for a specific action, disable the
associated flow.
Note: The Case Action Status plugin provides case flows that create and resolve
blocking tasks for problems associated with cases. To get complete functionality,
you must also activate the Customer Service with Service Management plugin
(com.sn_cs_sm). For more information, see Customer Service integration with
Service Management.

• Actionable case flows

Actionable case flows contain predefined user actions that automatically create and
resolve blocking tasks for customer service cases.

• Blocking tasks

Certain agent actions trigger case flows which create and resolve blocking tasks for
customer service cases. These tasks determine the case action status.

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• Case action status analytics

The Customer Service Manager dashboard displays the percentage of the case
backlog that is waiting for an agent response, customer input, or a response for other
users.

• Case action status logging

Logging for the case action status feature uses a metric definition to view information
about blocking tasks associated with customer service cases.

Actionable case flows

Actionable case flows contain predefined user actions that automatically create and
resolve blocking tasks for customer service cases.

To view these flows, navigate to Customer Service > Administration > Actionable Case
Flows.

Flow Designer actions

Case flows use the following predefined Flow Designer actions:

• Add Blocking Task

• Inactivate Blocking Task

• Set Needs Attention Flag

Flows for customer service cases

The case action status feature provides the following flows for customer service cases.

• Create blocked by record if case needs customer information

• Create blocked by record if Case Task is associated with case

• Create blocked by record if Change Request is associated with case

• Create blocked by record if SC Request is associated with case

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• Create blocked by record if Work Order is associated with case

• Create blocked by record if Incident is associated with case

• Create blocked by record if Problem is associated with case

• Resolve blocked by record if Case Task is closed

• Resolve blocked by record if Change Request is closed

• Resolve blocked by record if Incident is closed

• Resolve blocked by record if Problem is closed or Fix is communicated

• Resolve blocked by record if Problem is closed or Fix/Workaround is communicated

• Resolve blocked by record if SC Request is closed

• Resolve blocked by record if user information is provided for case

• Resolve blocked by record if Work Order is closed or cancelled

• Set Needs Attention if additional comments are added by others

• Set Needs Attention when case is commented by others

• Update case when blocked by record is created

• Update case when Needs attention field is toggled

Flows for customer service orders

The case action status feature provides the following flows for customer service orders.

• Create blocked by record if order case needs customer information

• Resolve blocked by record if user information is provided for order case

• Set Needs Attention if additional comments are added by others on order case

• Update order case when Needs attention field is toggled

Flows for problem records associated to a case

If a problem is associated to a case with the Need task resolution blocking reason, a
case flow is provided that resolves the blocking task when a fix is communicated or the
problem record is closed or cancelled.

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If a problem is associated to a case with the Need PRB workaround blocking reason, a
case flow is provided that resolves the blocking task when a workaround is provided or
the problem record is closed or cancelled.

Blocking tasks
Certain agent actions trigger case flows which create and resolve blocking tasks for
customer service cases. These tasks determine the case action status.

When an agent performs certain actions, such as asking a customer for more
information or associating a problem with a case, the system:

• Adds a blocking task to the case. This task appears on the Case form in the Blocked by
form section.

• Updates the Action Status field on the Case form and Case list.

Additionally, there are actions that resolve these blocking tasks, such as the customer
responding to an agent’s question or an internal user resolving a problem task. When
one of these actions occur, the system:

• Updates the status of the blocking task on the Case form.

• Updates the Action Status field on the Case form and Case list.

• Enables the Needs Attention field on the Case form.

Actions that create blocking tasks

The following actions create blocking task for customer service cases:

• The agent sets the state of the case to Needs More Information.

• The agent associates one of the following to the case:

• Problem

• Request

• Change

• Incident

• Case task

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• Work order

Actions that resolve blocking tasks

The following actions resolve blocking tasks for customer service cases:

• A customer provides the requested information.

• A fix or a workaround is associated with a related problem record.

• A related problem, request, change, or incident record is resolved.

• A related case task or work order is closed or cancelled.

Needs attention field

When the Needs attention field on the Case form is enabled, the Action Status column
on the Case list displays a blue indicator.

The Needs attention field is enabled automatically when:

• A blocking task for a case is resolved.

• A customer or someone other than the case owner comments on a case.

• A work note is added to a case that is a child of a major case.

Customer service agents and managers can manually enable the Needs attention field
if information is required from customers or internal users. This field can be disabled only
by the agent assigned to the case or by the customer service manager or admin.

Case action status and major issue management

When using the case action status feature with major issue management, the following
actions enable the Needs attention field for a major case:

• A customer provides comments for a case that is a child of a major case.

• An agent adds a work note to a case that is a child of a major case.

Blocked by related list

Blocking tasks that are created for a case are added to the Blocked by related list. Each
blocking task is assigned one of the following blocking reasons:

• Need information from the customer

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• Need task resolution

• Need PRB workaround

• Other

Note: When a problem is associated with a case and a blocking task is created,
the blocking reason is set to Need task resolution. If necessary, the agent can
change this reason to Need PRB workaround.
When a blocking task is resolved:

• The Unblocked By field displays the user who performed the unblocking action.

• The Unblocked On field displays the date that the blocking task was resolved.

Blocking Tasks table

Records that have blocking tasks are stored in the Blocked By table
[sn_action_status_blocked_by]. Records are periodically removed from this table. Six
months after a blocked record is closed, the entries in the Blocked By table related to
the blocked record are removed.

Case action status analytics

The Customer Service Manager dashboard displays the percentage of the case
backlog that is waiting for an agent response, customer input, or a response for other
users.

The dashboard includes the Blocked open cases widget which breaks down the
remaining work to show cases that are with the following users:

• Agent

• Customer

• Other Internal Stakeholder

As blocking tasks for a case get created and resolved, this dashboard widget tracks the
case time spent with each of these users. The breakdown is set for:

• Blocked internally

• Blocked by customer

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• Blocked internally and by customer

Case action status logging

Logging for the case action status feature uses a metric definition to view information
about blocking tasks associated with customer service cases.

Defined metrics can track how long a specific field holds a certain value. The Case
Actor Duration metric definition logs the events related to case blocking tasks.

When a case blocking task is created or resolved, the system logs the information. This
information can be used to report on the duration of the case with the customer, the
agent, or other internal stakeholders.

As a case gets blocked and unblocked by a customer or an internal user, the metric
definition tracks the duration of the case with each of these actors.

The metrics include:

• Case number

• Metric definition

• Value

• Needs attention

• Blocked by customer

• Blocked internally and by customer

• Start and end times

• Duration

Similar case/recommendation
The similar case/recommendation feature enables customer service agents to easily
find similar cases that can provide helpful information about a current case. This feature
can also provide recommendations about cases that may be related to major issues.

The similar case/recommendation feature uses the following components:

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Additional search resources for contextual search

Additional search resources are provided for contextual search. These additional
resources enable customer service agents to search open or resolved cases for
information related to the current case.

Agent Intelligence similarity solution definitions

Several of the additional search resources have an associated Machine Learning (ML)
similarity solution definition. These additional resources perform a contextual search
based on the case short description and return a list of similar records.

Agent Intelligence in Agent Workspace

Agent Intelligence can provide agents with a list of cases that are similar to the current
case. These similar cases may provide helpful details or resolution information for the
current case. Agent Intelligence can also provide recommendations about potential
major issues and major cases.

With the similar case/recommendation feature, customer service agents can:

• Find cases that are similar to the current case.

• Copy resolution notes and codes from resolved cases to the current case.

• Link the current case to a similar case.

• View a list of open cases similar to the current case and submit the current case as a
major case candidate.

• View one or more similar major cases and link the current case as a child to a major
case.

Major issue managers can search for cases that are similar to a major case and add
them as child cases.

Using the feature in Agent Workspace and in the platform interface

With Agent Workspace, agents can:

• Perform a search in Agent Intelligence using the additional search resources.

• Create a link from the current case to a selected case in the search results.

• Copy resolution information from a selected case to the current case. This includes the
resolution code and the resolution notes (the agent must then save the case).

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• View a list of similar cases that do not include major cases. This is a way to see that the
current case might be a major case candidate.

• View a list of similar cases that include one or more major cases. The major cases are
displayed first in the list of results. Agents can use an available action to add the
current case as a child of a major case.

With the platform interface, agents can:

• Perform a search in the Related Search Results section on the Case form using the
additional search resources. Agents can select these additional resources from a list
by the Related Search field.

• Create a link from the current case to a selected case in the search results.

Plugins

The configuration for the similar case/recommendation feature is included with the
Customer Service plugin (com.sn_customerservice). Activating the Customer Service
plugin also activates the CSM Workspace plugin (com.snc.agent_workspace.csm).

The similar case/recommendation feature has a dependency on the Contextual Search

plugin (com.snc.contextual_search). Activate the Contextual Search plugin to use
contextual search and the additional search resources.

To use similar case/recommendation with the following features, activate the

associated plugins:

• Major Issue Management – activate the Major Issue Management plugin

(com.sn_majorissue_mgt)

• Agent Intelligence – activate the Agent Intelligence plugin (com.glide.platform_ml)

• Problem Management – activate the Problem Management Best Practice – Madrid –

State Model (com.snc.best_practice.problem.madrid.state_model)

Related Topics

• Agent Intelligence for Customer Service Management

Additional search resources

The similar case/recommendation feature uses additional search resources, which are
configured using the Contextual Search application.

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Navigate to Contextual Search > Additional Resources to view the Search Resources
(Additional Resources view) list. Two types of additional search resources are available:
Table and Agent Intelligence Similarity.

Table resources

Additional search resources of the type Table are based on a selected table and have
specific conditions that must be met for a record to be included in the search results.

The following Table additional search resources are included with the Customer Service
plugin:

• Open Cases

• Resolved Cases

• Open Major Issues

The following Table additional search resources are included with the Problem
Management Best Practice - Madrid - State Model plugin:

• Open Problems

• Resolved Problems

Table type additional search resources

Additional Resource Table Description

Returns a list of open cases created in the

last three months that are not major cases
or child cases of a major case.
Actions available:
Open Cases Case
• Link to Case: the current case becomes
a child of the case selected from the
search results.

Resolved Cases Case Returns a list of cases created in the last six
months that have a state of resolved or
closed and the resolution code is one of
the following:

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Additional Resource Table Description

• Solved - Fixed by support/Guidance
provided

• Fixed by closing related PRB

In addition to the associated similarity solution definition, Agent Intelligence Similarity

resources can have configured properties. These properties identify conditions that must
be met for cases to be included in the search results.

Agent Intelligence Similarity type additional search resources

Additional Resource Table Description

Returns a list of resolved

similar cases created in the
last six months.
Recommended Resolved
Case Associated with the
Cases
Recommended Resolved
Cases similarity solution
definition.

Returns a list of open similar

cases created in the last six
months.
Recommended Open
Case Associated with the
Cases
Recommended Open
Cases similarity solution
definition.

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Additional Resource Table Description

Returns a list of all similar

cases created in the last six
months.
All Similar Cases Case
Associated with the All
Similar Cases similarity
solution definition.

Returns a recommendation
for each of the following
scenarios:

• Major case found: returns

a list with one or more
major cases created in
the last six months that
are similar to the current
case. Cases are listed by
similarity score.

• No major case found:

returns a
Major Issue Detector Case recommendation based
on the number of cases
created in the last six
months that are similar to
the current case (does
not include any major
cases).

Associated with the Major

Issue Detector similarity
solution definition. See
Major Issue Detector search
resource below for more
information.

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Major Issue Detector search resource

The Major Issue Detector additional search resource is used for major issue
recommendation and provides a recommendation for each of the two major case
scenarios.

If the Major Issue Detector search resource finds one or more major cases similar to the
current case, the Agent Intelligence tab displays these cases ranked by similarity score.
The case with the highest score is highlighted with a white box and the title Major Case
and includes a user action to link the current case to the major case.
Agent Intelligence major case recommendation

If the Major Issue Detector search resource finds cases similar to the current case, but no
major cases, the Agent Intelligence tab displays a recommendation highlighted with a
blue box. It includes the option to propose the current case as a major case candidate.

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Agent Intelligence tab similar case recommendation

The Major Search Detector search resource:

• Uses the Major Issue Detector ML solution definition.

• Includes a Recommendation check box. Enable this check box to provide a

recommendation in the Agent Intelligence tab.

• Includes some properties that provide customers with customization options, such as
the recommendation title and message that appears in the Agent Intelligence tab.

• Includes the following properties that determine if a major issue recommendation will
be provided.

• SimilarCaseAccountCount: the number of distinct accounts that cases need to

belong to for a major issue recommendation. The default value is 3.

• SimilarCaseCount: the number of similar cases that need to be returned by the

solution definition for a major issue recommendation. The default value is 10.

• SimilarityThreshold: the confidence threshold for the similarity definition. The default
value is 90%.

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Note: The system administrator can modify the properties for the Major Issue
Detector search resource.

Similarity solution definitions

The similar case/recommendation feature uses several Agent Intelligence solution
definitions for similarity models.

Navigate to Agent Intelligence > Similarity > Solution Definitions. The following solution
definitions are provided with the similar case/recommendation feature.

• All Similar Cases (ml_sn_global_all_similar_cases)

• Recommended Resolved Cases (ml_sn_global_recommended_resolved_cases)

• Recommended Open Cases (ml_sn_global_recommended_open_cases)

• Major Issue Detector (ml_sn_global_major_issue_detector)

Several of the additional contextual search resources used by the similar case/
recommendation feature are associated with these solution definitions. Agents can
select these search resources and access the cases returned by these similarity solution
definitions.

Related Topics

• Create and train a similarity solution

Similar case user actions

Customer service agents and major issue managers can use the similar case/
recommendation feature to link cases, copy resolution information, propose major case
candidates, and add cases to existing major cases.

UserAction Description UI Action Result

The current case is

Customer service
• Agent Workspace: • Agent Workspace: linked as a child of
agent can link the
the Agent click the More UI the similar case.

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UserAction Description UI Action Result

Intelligence tab
shows a list of
similar cases
Actions menu and
ordered by the
select Link to
similarity score.
Case.
current case to a • Platform: the
• Platform: click the
similar case Related Search
desired case in
Results section of
the search results
the case form
list, then click Link
shows a list of
to Case.
similar cases
ordered by the
similarity score.

Copies the
resolution code and
Agent Workspace: resolution notes
Customer service
the Agent Agent Workspace: from the similar case
agent can copy
Intelligence tab click the More UI to the current case.
resolution
shows a list of Actions menu and
information from a
resolved similar select Copy Note: Be sure
resolved case to the
cases ordered by Resolution. to save the
current case
the similarity score. current case
record.

Customer service Agent Workspace:

agent can propose the Agent
a major case Intelligence tab
candidate shows a major issue
recommendation
Note: The with the following Agent Workspace: The current case is
Major Issue message: click the Propose proposed as a
Detector Major Case link. major issue.
similarity "We noticed that (x)
solution similar cases have
definition must been created for (y)
be active. different accounts
in the last (z) hours.

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UserAction Description UI Action Result

Propose this as a
major issue?"

Major issue
manager can
associate the
current case to a Agent Workspace:
major case the Agent
Agent Workspace:
Intelligence tab lists
click the More UI The current case is
Note: The one or more major
Actions menu and added as a child to
Major Issue cases similar to the
select Link to this the major case.
Detector current case,
major issue.
similarity ranked by similarity
solution score.
definition must
be active.

Quick start tests for Customer Service Management

Validate that Customer Service Management still works after you make any
configuration change such as apply an upgrade or develop an application. Copy and
customize these quick start tests to pass when using your instance-specific data.

All Customer Service Management quick start tests require activating the Customer
Service Management Demo Data plugin (com.snc.customerservice.demo). Some quick
start tests also require activating the Customer Service Management for Orders plugin
(com.snc.csm.order), the Customer Service with Service Management plugin
(com.sn_cs_sm), the Customer Service Portal plugin (com.glide.service-portal.customer-
portal), and the Consumer Service Portal plugin (com.glide.service-portal.consumer-
portal).

CSM: Case Management test suite

Test Description

CSM: Create Product Case Create a case for a product.

CSM: Create Order Case Create a case for an order.

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Test Description

Note: Requires Customer Service

Management for Orders.

Create a case and assign it to a customer

CSM: Assign Case to an Agent
service agent.

CSM: Assign Asset on Case Assign an asset to a case.

CSM: Assign Entitlement Assign an entitlement to a case.

CSM: Escalate an Account Escalate an account.

CSM: Escalate a Case Escalate a case.

CSM: Create Special Handling Notes Create special handling notes for a case.

CSM: Close a Case Close a case.

CSM: Time Recording Record the time worked on a case.

Create a change record from a case.

CSM: Create CHG from Case Note: Requires Customer Service
with Service Management.

Create an incident record from a case.

CSM: Create Incident from Case Note: Requires Customer Service
with Service Management.

Create a problem record from a case.

CSM: Create Problem from Case Note: Requires Customer Service
with Service Management.

CSM: Create Product Case as Partner Create a product case as a partner from
from CSM Portal the Customer Service Portal.

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Test Description

Note: Requires Customer Service

Portal. Also requires that the test be
run as admin.

Create a product case as a customer

from the Customer Service Portal.
CSM: Create Product Case as Customer
Note: Requires Customer Service
from CSM Portal
Portal. Also requires that the test be
run as admin.

Create an order case as a customer from

the Customer Service Portal.
CSM: Create Order Case as Customer
Note: Requires Customer Service
from CSM Portal
Portal. Also requires that the test be
run as admin.

Create a product case as a consumer

from the Consumer Service Portal.
CSP: Create Product Case as Consumer
Note: Requires Consumer Service
from CSP Portal
Portal. Also requires that the test be
run as admin.

Components installed with Customer Service

Management
Several types of components are installed with the Customer Service Management
application.

• Tables installed with Customer Service Management

Tables are added with activation of Customer Service Management.

• Properties installed with Customer Service Management

Properties are added with activation of Customer Service Management.

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• Roles installed with Customer Service Management

Roles are added with activation of Customer Service Management.

• Script includes installed with Customer Service Management

Script includes are added with activation of Customer Service Management.

• Client scripts installed with Customer Service Management

Client scripts are added with activation of Customer Service Management.

• Business rules installed with Customer Service Management

Business rules are added with activation of Customer Service Management.

Tables installed with Customer Service Management

Tables are added with activation of Customer Service Management.

Table Description

Account Relationship Access

[sn_customerservice_account_relationship
_access]

Account Relationship Type

Stores the relationship types that are
[sn_customerservice_account_relationship created for bi-directional account
_type] relationships.

Account Team Member

Stores the team members that are
[sn_customerservice_team_member] assigned to account teams.

Agent Token

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Table Description
[sn_customerservice_agent_token]

Appointment
Stores appointments that have been
[sn_customerservice_appointment] created for customer service cases.

Asset Contact
Stores asset contact relationship records.
[sn_customerservice_m2m_asset_contact]

Case
Stores customer service case records.
[sn_customerservice_case]

Channel Configurations
Stores customer service email channel
[sn_customerservice_channel_config] configuration records.

Consumers
Stores consumer records.
[csm_consumer]

Stores consumer registration records that

Consumer Users
are created when consumers complete
the self-registration process from the
[csm_consumer_user]
Consumer Service Portal. This table
extends the Users table (sys_user).

Contact Relationship
Stores contact relationship records.
[sn_customerservice_contact_relationship]

Customer Interaction

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Table Description
[sn_customerservice_customer_interaction
]

Customer Service Case Flow

Stores customer service case state flows.
[sn_customerservice_sf_case]

Registration Request
Stores the customer portal self-registration
[sn_customerservice_registration] requests.

Responsibility Definition
Stores the responsibility definitions that are
[sn_customerservice_responsibility_def] created to support customer accounts.

Task
Stores tasks that have been created for
[sn_customerservice_task] customer service cases.

Properties installed with Customer Service

Management
Properties are added with activation of Customer Service Management.

Note: To open the System Property [sys_properties] table, enter

sys_properties.list in the navigation filter.

You can also navigate to Customer Service > Administration > Properties to view a
list of the most frequently used properties that you can configure for Customer
Service Management.

PDF generated on May 21, 2019 451

Property Description

Email case queue address.

• Type: string

glide.cs.email.case_queue_address • Default value: none

• Location: Customer Service >

Administration > Email Properties

Email subject prefix format for new case.

• Type: string

glide.cs.email.new_case_prefix • Default value: Case:

• Location: Customer Service >

Administration > Email Properties

Create case for non matched user.

• Type: true | false

sn_customerservice.email.create_case_for
• Default value: false
_non_matched_user
• Location: Customer Service >
Administration > Email Properties

Your company name.

• Type: string

glide.cs.company_name • Default value: none

• Location: System Property

[sys_properties] table

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Property Description

Roles that can view mail in the Activity

formatter when including "Sent/Received
Emails"

• Type: string
glide.ui.activity.email_roles
• Default value: itil,
sn_customerservice_agent

• Location: System Property

[sys_properties] table

Case activity formatter fields

• Type: string

• Default value:
glide.ui.sn_customerservice_case_activity.f assigned_to,asset,product,
ields state,priority,short_description,comments
,entitlement,contract,*Email*,work_notes

• Location: System Property

[sys_properties] table

Enable the follow the sun flag on the

Customer Service Case form.

sn_customerservice.FTS_flag_enabled • Type: true | false

• Default value: false

sn_customerservice.shn_case Special Handling Notes for cases

• Type: true | false

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Property Description
• Default value: false

• Location: Special Handling Notes >

Properties

• Type: string

• Default value: none

sn_customerservice.portal.chat_queue
• Location: System Property
[sys_properties] table

Enable the Google Captcha tool on the

customer portal self-service portal self-
registration form.

• Type: true | false

csm.captcha.google.enabled
• Default value: true

• Location: System Property

[sys_properties] table

Restrict assets based on the contacts

assigned to the assets

• Type: true | false

sn_customerservice.use_asset_contact_rel
ationship • Default value: false

• Location: Customer Service >

sn_customerservice.registration_workflow_i • Default value:

d 9b6cf2dac31302003a657bfaa2d3aee8

• Location: System Property

[sys_properties] table

consumer_max_attachments_per_record Maximum consumer attachable items per

record.

• Type: integer

• Default value: 5

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Property Description
• Location: Customer Service >
Administration > Email Properties

Maximum open cases per consumer.

• Type: integer

consumer_max_open_cases • Default value: 10

• Location: Customer Service >

Administration > Email Properties

Maximum registered products per

consumer.

• Type: integer
consumer_max_products
• Default value: 25

• Location: Customer Service >

Administration > Email Properties

Maximum new cases per consumer per

day.

• Type: integer
consumer_max_new_cases_daily
• Default value: 10

• Location: Customer Service >

Administration > Email Properties

consumer_max_comments_per_case_dail Maximum consumer comments per case

y per day.

• Type: integer

• Default value: 25

PDF generated on May 21, 2019 457

Property Description
• Location: Customer Service >
Administration > Email Properties

This property gets created by the system

when the first customer_account record is
inserted into an instance. It stores the
Account Code value for the most recently
created customer account in the
Account (customer_account) table.

When a new customer account record is

created, the system uses this property to
determine a unique account code value
for the account. The property is then
com.snc.cs_base.last.generated.code.tre updated with this latest assigned value so
e.path that the next account code value can be
set as a unique value for the next account
record insert. See Import customer
account information for more details.

• Type: string

• Default value: none

• Location: System Property

[sys_properties] table

Enable Knowledge Centered Services

(KCS) for Customer Services Management

• Type: true | false

sn_customerservice.enable_knowledge_k
cs • Default value: false

• Location: Customer Service >

Administration > Properties

skills_management.migration Lists the task tables to migrate to the Task

Skills [task_m2m_skill] table when an admin

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Property Description
runs the Migrate Skills to Task Skill M2M
script.

• Type: choice list

• Default value:
wm_task,customerservice_case,wm_ord
er

• Location: System Property

[sys_properties] table

Contains a list of tables for which the Skills

field has already been migrated to the
Task Skills [task_m2m_skill] table. If the
table name is listed in this property, the
data has been migrated and will not be
migrated again.
com.snc.skills_management.task_skill_migr
ated_tables • Type: choice list

• Default value: none

• Location: System Property

[sys_properties] table

Comma-separated list of fields that

synchronize from parent case to child
cases.

• Type: string

case_fields_to_sync • Default value:

priority,state,comments,work_notes,
close_notes,resolution_code

• Location: Customer Service >

Administration > Properties

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Property Description

Synchronize fields from parent to child

cases.

• Type: true | false

parent_child_case_sync
• Default value: false

• Location: Customer Service >

Administration > Properties

Escalation activity formatter fields.

• Type: true | false

glide.ui.sn_customerservice_escalation_ac
• Default value: false
tivity.fields
• Location: System Property
[sys_properties] table

Roles installed with Customer Service Management

Roles are added with activation of Customer Service Management.

Note: Customer Service Management includes both internal and external user
roles. Internal user roles are for agents and agent managers using the Customer
Service Management application. External user roles are for customers and partners
using the customer portal.

Role title [name] Description Contains roles

A customer service agent

who assists customers and • knowledge
Agent
partners with questions,
• chat_admin
[sn_customerservice_agent issues, and problems. This
] user creates cases, views •
and edits cases, and works sn_customerservice.dees
with customers and subject calation_requester

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Role title [name] Description Contains roles

• timecard_user

• template_editor
matter experts to resolve
cases. • sn_esm_agent
An agent typically supports • sn_shn.editor
a specific set of products
across one or more • domain_expand_scope
communication channels.
An agent can belong to
one or more agent groups. Note: The
sn_esm_agent role
contains the
cmdb_read role.

Agent manager A customer service agent

with the additional •
[sn_customerservice_mana responsibility for managing sn_customerservice_agen
ger] agents or agent groups t
and overriding agent
actions. • timecard_manager

• timecard_approver

• skill_admin

•
sn_app_cs_social_social_
profile_user

• sam

• approval_admin

•
sn_customerservice.consu
mer_agent

• asset

• sn_shn.admin

• sn_publications.approver

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Role title [name] Description Contains roles

• contract_manager

•
sn_app_cs_social_log_use
r

A customer role for

researching questions,
issues, or problems.
Customer
Customers can create
• sn_esm_user
cases and view and edit
[sn_customerservice.custo
existing cases for their own • snc_external
mer]
accounts. They can also
view a list of assets
belonging to their
accounts.

A customer role for

managing all of the cases
in an account and any
related child accounts. The
customer case manager
role includes the privileges
of the customer role and
Customer case manager adds the following
privileges: •
[sn_customerservice.custo
sn_customerservice.custo
mer_case_manager] • Create a case on behalf mer
of another contact in the
account

• View a list of cases

belonging to the account

• Edit cases belonging to

the account.

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Role title [name] Description Contains roles

Note: The customer

case manager role is
not automatically
added to the
sn_customerservice.co
ntact_role_assignment
system property. To
expose this role to
customer and partner
administrators,
navigate to Customer
Service >
Administration >
Properties and add it
to this property.

Customer administrator •
An administrator role for a
customer account. This user sn_customerservice.custo
[sn_customerservice.custo mer
has access to all the data
mer_admin]
within the account. • sn_esm_user_admin

A partner who is serving

customer accounts. A
Partner partner can create a case •
for their own account or on sn_customerservice.custo
[sn_customerservice.partne behalf of a customer mer
r] account. A partner can
also view or edit existing • sn_esm_partner
cases for their own account
or for customer accounts.

An administrator role for a

Partner administrator partner account. This user
has access to all the data
•
[sn_customerservice.partne within the partner account
sn_customerservice.partn
r_admin] as well as the customer
er
accounts. This user can also
manage users for the

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Role title [name] Description Contains roles

•
sn_customerservice.custo
partner account and for
mer_admin
customer accounts.
• sn_esm_partner_admin

A consumer role for

researching questions,
Consumer issues, or problems.
Consumers can create • sn_esm_user
[sn_customerservice.consu cases and view and edit
mer] existing cases for products • snc_external
that they have purchased.
They can also view a list of
their products.

A consumer service agent

who assists consumers with
questions, issues, and
problems. This user creates, • sn_esm_agent
views, and edits cases and
Consumer Agent works with consumers to • chat_admin
resolve cases.
[sn_customerservice.consu • sn_shn.editor
mer_agent] An agent typically supports
a specific set of products • template_editor
across one or more
communication channels. • knowledge
An agent can belong to
one or more agent groups.

Proxy case creator

A user who can create a
[sn_customerservice.proxy_ case from a community
case_creator] discussion.

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Role title [name] Description Contains roles

Escalation requester
•
Can request an escalation
(sn_customerservice.escala sn_customerservice.consu
for a case or account.
tion_requester) mer_agent

De-escalation requester
•
Can de-escalate a case or
(sn_customerservice.deesc sn_customerservice.escal
account.
alation_requester) ation_requester

Roles installed with the Customer Service Base Entities plugin

Role title [name] Description Contains roles

• assignment_workbench

Service management • wm_read

agent
• cmdb_read
[sn_esm_agent] • agent_schedule_user

• interaction_agent

Service management
partner
• sn_esm_user
[sn_esm_partner]

Service management user

admin
• sn_esm_user
[sn_esm_user_admin]

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Role title [name] Description Contains roles

Service management
admin
None
[sn_esm_admin]

• snc_external
Service management user
•
[sn_esm_user] sn_apptmnt_booking.app
ointment_booking_user

Service management
partner admin • sn_esm_user_admin

[sn_esm_partner_admin] • sn_esm_admin

Role for REST APIs related to

CSM web services
• snc_internal
[csm_ws_integration]

• Explicit Roles in CSM

You can give both internal users and external users access to your instance. However,
you might not want both types of users to have the same level of access. To provide
added security, every user must have at least one role so that the instance can
distinguish between internal and external users.

• Provide external users access to a table

To enable users with only the snc_external role to access the list view of a table, you
must create a series of ACLs.

• Creating custom user roles

System administrators can create custom roles or modify the access of existing roles by
using script includes and extension points/instances.

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Explicit Roles in CSM

External users must obtain, at minimum, the snc_external role. The snc_external role
indicates that the user is external to your organization and should not have any access
to resources unless explicitly allowed through ACLs for the snc_external role or additional
roles that inherit the snc_external role. By default, users with the snc_external role cannot
access:

• Scripted REST API resources that are not marked external.

• Tables without the role that inherits the snc_external role or the public role.

• Non-record type resources, such as processors and UI pages without the snc_external
role or a role that inherits the snc_external role.

Do not mark the snc_internal role as elevated. Otherwise, internal users cannot access
the instance.

Note: You can Set up encryption contexts with the snc_internal and snc_external
roles. However, adding encryption contexts to more detailed roles is
recommended.

Recommended CSM roles for internal and external users

Customers (external users) using the Customer Service Management application should
be assigned either the sn_customerservice.customer or the
sn_customerservice.consumer role. Customer service agents (internal users) should be
assigned either the sn_customerservice_agent or sn_customerservice_consumer_agent
role. Make sure that the same user is not assigned both a customer (external) and agent
(internal) role.
Note: Assigning both external and internal roles to external users can create
security issues as well as performance issues.

Explicit Roles plugin

The Explicit Roles plugin (com.glide.explicit_roles) provides the snc_external and

snc_internal roles. When the plugin is activated:

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• All users must have either the snc_internal role to access internal resources or the
snc_external role to access external resources.

• All existing users are automatically assigned the snc_internal role. This role does not
change existing access levels or system behavior. Instead, it provides a category to
differentiate internal users from external users. All internal users maintain the same level
of access as before the plugin was activated.
Tip: To prevent changing existing functionality for users, activating the Explicit
Roles plugin assigns the snc_internal user role to all existing users in the instance,
including any external users added before the Explicit Roles plugin was activated.
After the Explicit Roles plugin is activated, do the following for all external users
added before the Explicit Roles plugin was activated:

• Remove the snc_internal role.

• Add the snc_external role.

This ensures that external users added before activating the Explicit Roles plugin
do not have access to internal resource that should be available only to internal
users.

• Newly created users are automatically assigned the snc_internal role when they first
attempt to log in to the instance, unless they have been explicitly assigned the
snc_external role. You can add the snc_external role to a new user before they first log
in to the instance to provide external user rights.
Note: The snc_internal and snc_external roles can be added or removed at any
time to change user rights.

• All existing ACLs that do not have a role requirement are automatically assigned the
snc_internal role. Because both existing ACLs and roles are assigned the snc_internal
role, existing access levels do not change.

• Newly created ACLs that do not have a role requirement are automatically assigned
the snc_internal role. This role assignment does not apply to a newly created ACL with
a role assigned.

• For all existing Processor [sys_processor] records or newly created Processor

[sys_processor] records with Type=script, the snc_internal role is automatically added
to the Roles field if the field is empty.

• To restrict access to UI pages to internal users, the plugin automatically assigns the
snc_internal role to the * ACL with a Type of ui_page.

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• To restrict access to processors to internal users, the plugin automatically assigns the
snc_internal role to the * ACL with a Type of processor.

• External users must obtain, at minimum, the snc_external role to access the instance.
This role is automatically assigned to external Customer Service Portal contacts. If the
Customer Service Portal is not activated, this role must be manually granted to
external users. Access to records is granted through ACLs.

• Content Management System site access is also affected. CMS is set up with Sites
(content_site), Pages (content_page), and other resources. Some of the sites may
have the Login page configured.

• If CMS sites do not have the Login page configured, the public role is automatically
added to the Read Roles field on Pages (content_page) if the field is empty.

• If CMS sites have the Login page configured, the snc_internal role is automatically
added to the Read Roles field on Pages (content_page) if the field is empty.

• Service Portal site access is also affected.

• The snc_internal role is not automatically added to sp_page, sp_widget or

sp_instance records. If desired, you can give new records the role by assigning
snc_internal as a default value in the Roles field for these records. For details on this
process see Specify a default field value.

Do not move System update sets among instances with and without the Explicit Roles
plugin enabled.

Note: This plugin also requires the Contextual Security Manager plugin.

Providing table access to external users

You can Provide external users access to a table by adding a role to the table that
inherits the snc_external role.

The hasRoles() method

The hasRoles() method is still available, but is deprecated in the Geneva release. Use
the hasRole(role name) method instead.

If you do use the hasRoles() method, note these changes:

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• This method automatically excludes the default snc_internal role when it checks for
roles. This means that if a user has only the snc_internal role, the hasRoles() method
still returns false.

• If the user has the snc_external role, the method returns false because the instance
considers external users to be without a role.

Provide external users access to a table

To enable users with only the snc_external role to access the list view of a table, you
must create a series of ACLs.

Before you begin

Role required: security_admin

Procedure

1. Elevate to the security_admin role.

2. Create a new ACL with the following settings:

• Type: ui_page

• Operation: read

• Name: {table_name}_list

• Required role: snc_external

3. On the default read ACL for the table, add snc_external in the Required role list.
Create the ACL if it does not already exist.

4. Use these settings to create another ACL:

• Type: ui_page

• Operation: read

• Name: {table_name}

• Required role: snc_external

5. Use these settings to create another ACL to give the user write access to a field in
the table:

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• Type: record

• Operation: create

• Name: {table_name} {column_name}

• Required role: snc_external

Repeat this step for every field that you want to give the user write access to. Use an
asterisk * instead of the column name to provide access to all fields at once.

Creating custom user roles

System administrators can create custom roles or modify the access of existing roles by
using script includes and extension points/instances.

The Customer Service Management application utilizes platform ACLs and query
business rules to restrict data access based on user roles. If needed, users with the system
administrator role can create custom roles or modify the access of existing roles by using
script includes and extension points/instances.

• Script includes store JavaScript functions and classes to handle the role access control
logic.

• Extension points/instances designate places where custom scripts can be called and
then processed to extend base functionality.

The system administrator can use the extension points/instances to create their own role
access constants file similar to CSQueryBRUtilOOBConstants.

The system administrator can create a new extension instance for the existing extension
point and use it to define custom role configuration constants. The following are
included with Customer Service Management:

• global.CSQeryExtensionPoint: the provided extension point for CSM role configuration

• instance.CSQueryExtensioninstanceOOB: the provided extension instance for CSM role

configuration

To create a new role:

1. Create a new constant file to hold the configurations for the new role similar to
CSQueryBRUtilOOBConstants. For example:

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CSQueryBRUtilOOBConstantstest.ROLE_PERMISSIONS_POOL = {
‘sn_customerservice.customer_new_role’:{ ‘sn_customerservice_cas
e’:{‘condition’:[‘my_new_condition’]},
} ,

2. Create a new extension instance to hold the logic returning this new constant file to
CSQueryBRUtil.

3. Make sure this role is on the instance and contains the sn_esm_user role.

4. Assign this new role to a contact.

5. Create or modify the ACLs and query business rules for this role as necessary.

For more information about modifying ACLs and query business rules, see KB0685767.

Related Topics

• Using extension points to extend application functionality

• Using scripted extension points in server-side scripts

• Using UI extension points in server-side UI macros

• Using client extension points in client-side UI scripting

Script includes installed with Customer Service

Management
Script includes are added with activation of Customer Service Management.

Script include Description

Used for customer service case email

CSEMailUtil
actions and notifications.

Helper functions for the customer self-

CSPortalUtil
service portal.

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Script include Description

Util APIs for the Customer Service

AccountTeamUtil Management account team responsibility
module.

Ajax class that provides the knowledge

AjaxCustomerServiceSearch
base search results.

Client scripts installed with Customer Service

Management
Client scripts are added with activation of Customer Service Management.

Client script Table Description

Sets the Channel and State

Case
fields to read-only on the
Channel and State
Case form that the
readonly for customer [sn_customerservice_case]
customer can view from
the customer portal.

Checks if the Contextual

Contact Security plugin
Check Contextual Security (com.glide.role_managem
Installed [customer_contact] ent) is installed before
creating a customer
contact.

Case
Hides certain elements in
Customer Case View
[sn_customerservice_case] the Case form for ESS view.

Empty Case form on Case When a user makes a

Account Change change to the value in the
[sn_customerservice_case] Accountfield on the Case
form, the values in the
following fields are cleared:
Partner, Partner contact,

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Client script Table Description

Asset, Entitlement,
Contract, and Contact.

When a user makes a

Case
change to the value in the
Empty Partner Contact on
Partner field on the Case
Partner Change [sn_customerservice_case]
form, the Partner contact
field is also cleared.

Contact
Hides the activity stream on
Hide Activity Stream
[customer_contact] top of the form header.

Registration Request
Hides the attachment icon
Hide attachment icon [sn_customerservice_registr
on top of the form header.
ation]

Hides the email icon from

the more options menu
Case and the activity stream
icon at the top of the form
Hide Icons Form Header
[sn_customerservice_case] header. Also hides the
book icon next to the Short
Description field on the
form.

Case
Hides the suggestion icon
Hide Suggestion next to
next to the Short
Short Description [sn_customerservice_case]
description field.

Sets the From and To fields

Account Relationship Type
to read only once a record
is created in the Account
Make field readonly [sn_customerservice_accou
Relationship Type table
nt_relationship_type]
(sn_customerservice_accou
nt_relationship_type).

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Client script Table Description

Appointment
Opens the glide list to
Open the glide list for new select the user for an
[sn_customerservice_appoi
appointment appointment for new
ntment]
records.

When a user name is

Case selected in the Contact
Populate Contact field, the Account field is
Company [sn_customerservice_case] populated with the
contact's account
information.

Case
Populates the Contract
Populate Contract field when the Account
[sn_customerservice_case]
field is filled.

Case
Populates the Contract
Populate contract and
and Entitlement fields when
entitlement [sn_customerservice_case]
the Account field is filled.

Case
Populates the Entitlement
Populate Entitlement field when the Account
[sn_customerservice_case]
field is filled.

When an asset is selected

Case
in the Asset field, the
Populate Product Product field is populated
[sn_customerservice_case]
with the asset's product
model.

Registration Request
Sets the Registration code
Registration code read-only [sn_customerservice_registr
field to read-only.
ation]

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Client script Table Description

Account Team Member

Sets the Account field to
read only for a new record
Set account read on load [sn_customerservice_team_
when the account is not
member]
empty on form load.

Asset Contact
Set the Asset field to
readonly for a new form
Set asset readonly [sn_customerservice_m2m_
when the asset value is not
asset_contact]
empty.

Case
Shows the Opened by field
Show partner field
[sn_customerservice_case] on the Case form.

Case Shows all of the Special

Special Handling Notes for Handling Notes with display
Case [sn_customerservice_case] type alert related to the
current record.

Displays a field warning

Entitlement message for the Per unit
Validate Product field if a product is selected
Entitlement [service_entitlement] but the Asset, Contract,
and Account fields are
empty.

Business rules installed with Customer Service

Management
Business rules are added with activation of Customer Service Management.

Business rule Table Description

Account query for Queries the account for the

Account
customer customer contact.

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Business rule Table Description

[customer_account]

Account Relationship Displays the correct values

Account relationship in the bi-directional
display rule [account_relationship] diagram on the Account
Relationship form.

Adds the customer role

Contact
(sn_customerservice.custo
Add customer role to
mer) to a customer contact
contacts [customer_contact]
after the contact has been
assigned a user ID.

Contact
Add snc external role to Adds the snc_external user
contacts [customer_contact] role to each contact.

Asset When an asset is assigned a

Add Primary Contact to new primary contact, the
Asset Contact [alm_asset] primary contact is added
to the asset contact.

Approval
Approver query for Queries the approver for a
customer [sysapproval_approver] customer contact.

Asset
Queries the assets for a
Asset query for customer
[alm_asset] customer contact.

Case
Triggers a customer
Auto assessment business
satisfaction survey when a
rule [sn_customerservice_case]
case is set to Closed.

Queries the cases for a

Case query for customer Case
customer contact.

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Business rule Table Description

[sn_customerservice_case]

Case A display business rule on

the Case form which passes
Case display rule
[sn_customerservice_case] some values to the browser
when a case is displayed.

Case
Changes the case state
Change Awaiting to Open
[sn_customerservice_case] from Awaiting Info to Open.

Asset Contact
Checks for duplicate
Check duplicate [sn_customerservice_m2m_ records before creating a
asset_contact] new asset contact.

Contact Relationship
Checks for duplicate
Check duplicate for responsibilities before
[sn_customerservice_conta
responsibility creating a new contact
ct_relationship]
relationship.

Asset Contact
Checks for duplicate
Check duplicate for responsibilities before
[sn_customerservice_m2m_
responsibility creating a new asset
asset_contact]
contact.

Contact
Checks if the
Check snc_external roles
com.glide.security_schema
exist [customer_contact]
plugin is activated.

Contact
Queries the contacts for a
Contact query for customer
[customer_contact] customer.

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Business rule Table Description

Contract
Contract query for Queries the contracts for a
customer [ast_contract] customer.

After an account
Account Relationship
relationship is created, this
Create bi-direction
business rule creates the bi-
relationship [account_relationship]
directional account
relationship record.

When an account
Account Relationship
relationship is deleted, this
Delete Account Contacts
business rule deletes the
and Assets [account_relationship]
corresponding account
and asset contacts.

label Checks to see if any

relationship records are
Delete relationship type [account_relationship_type using a relationship type
] before that relationship
type is deleted.

Checks to see if any

Responsibility Definition
account team members
Delete responsibility are using a responsibility
[sn_customerservice_respo
definition definition before that
nsibility_def]
responsibility definition is
deleted.

Registration Request
After registration request
Display request message [sn_customerservice_registr submittal, shows info
ation] message to user

Registration Request
Shows message to remind
Display rule [sn_customerservice_registr users to enter a correct
ation] registration code

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Business rule Table Description

Entitlement
Entitlement query for Queries the entitlements for
customer [service_entitlement] a customer contact.

Appointment
Updates the case work
notes with the appointment
Insert Case Work Notes [sn_customerservice_appoi
details when an an
ntment]
appointment is created.

Populates the Company

Case
field on the Case form
Populate company for
based on the name
case [sn_customerservice_case]
entered in the Contact
field.

When a case is created or

updated, this rule sets the
current time in the
first_response_time field.
Case Also used when a case is
set to Resolved or Awaiting
Set First Response Time Info or when comments or
[sn_customerservice_case]
close notes are added.
Note: The
first_response_time field
is not used.

Registration Request Validates the registration

registration code and
Update account based on
[sn_customerservice_registr assigns the account
reg code
ation] associated with the
registration code.

Update account Account Relationship Type When the labels for an

relationship labels account relationship type
[sn_customerservice_accou are updated, this business
nt_relationship_type] rule updates all of the

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Business rule Table Description

related account
relationship records.

Case
Updates the associated
Update case entitlement
entitlement when the state
on Close [sn_customerservice_case]
of a case is set to Closed.

Appointment
Adds work notes to the
case when an
Update Case Work notes [sn_customerservice_appoi
appointment for the case is
ntment]
updated.

Knowledge Adds work notes to the

case when a knowledge
Update Case Work Notes
[kb_knowledge] article associated with the
case gets updated.

Task
Update Parent Case for Updates the case when a
new task [sn_customerservice_task] new case task is created.

Task
Update Parent case for Updates the case when a
state change [sn_customerservice_task] new case task is changed.

Account Relationship
Updates the relationship
Update relationship label labels for bi-directional
[account_relationship]
account relationships.

Calculates the work load

for the agent based on the
Case
number of cases assigned
Update User Task State to the agent. Also updates
[sn_customerservice_case]
the last assigned time. This
rule is used by the
matching rule engine.

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Business rule Table Description

Checks if the registration is

valid based on the user’s
Registration Request email address. If the user
exists in the system or a
Validate registration [sn_customerservice_registr request has already been
ation] submitted and is in the
pending state, the
registration request is not
allowed.

Components installed with additional plugins for

Customer Service Management
Several types of components are installed with the additional plugins for the Customer
Service Management application.

• Components installed with Customer Service Management Demo Data

Several types of components are installed with Customer Service Management Demo
Data.

• Components installed with CTI Softphone

Several types of components are installed with CTI Softphone.

• Components installed with Customer Service CTI Demo Data

Several types of components are installed with Customer Service CTI Demo Data.

• Components installed with OpenFrame

Several types of components are installed with OpenFrame.

• Components installed with Special Handling Notes

Several types of components are installed with Special Handling Notes.

• Components installed with Targeted Communications

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Several types of components are installed with the Targeted Communications

application.

• Components installed with Knowledge Product Entitlements

Several types of components are installed with the Knowledge Product Entitlements
application.

• Components installed with Self Service Password Reset

Several types of components are installed with Self Service Password Reset.

Components installed with Customer Service

Management Demo Data
Several types of components are installed with Customer Service Management Demo
Data.

Tables installed with Customer Service Management Demo Data

Tables are added with activation of Customer Service Management Demo Data.

Table Description

Enterprise Software

[cmdb_ci_enterprise_software]

Enterprise Software Asset

[alm_application_software]

Business rules installed with Customer Service Management Demo Data

Business rules are added with activation of Customer Service Management Demo Data.

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Business rule Table Description

Case
Demo-Add Support
Manager to watchlist [sn_customerservice_case]

Components installed with CTI Softphone

Several types of components are installed with CTI Softphone.

Tables installed with CTI Softphone

Tables are added with activation of CTI Softphone.

Table Description

User CTI Status Stores the agent's availability status.

Script includes installed with CTI Softphone

Script includes are added with activation of CTI Softphone.

Script include Description

Ajax class that provides helper functions to

set and get user states, get incoming call
CTIAjaxUtility
context, log a call, and queue and
dequeue a call.

Business rules installed with CTI Softphone

Business rules are added with activation of CTI Softphone.

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Business rule Table Description

Demo business rule to

User CTI Status
dequeue a call based on
Route available user for
matching rules whenever
Incident Task [user_cti_status]
an agent becomes
available.

UI macros installed with CTI Softphone

UI macros are added with activation of CTI Softphone.

Script include Description

A UI macro which can be used as a

ref_contributions on any field which
references the Users [sys_user] table. This
macro displays a phone icon next to the
Contact (sys_user) field on the Case form.
The icon is shown only if the phone field in
the Users [sys_user] table is set.
This macro requires the activation of the
OpenFrame plugin and a default
show_phone openframe configuration to be
configured. Also, this macro is supported
if:

• the doctype property is set and the

device is not a tablet or mobile.

• the web browser is Internet Explorer 10 or

above.

Components installed with Customer Service CTI Demo

Data
Several types of components are installed with Customer Service CTI Demo Data.

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Business rules installed with Customer Service CTI Demo Data

Business rules are added with activation of Customer Service CTI Demo Data.

Business rule Table Description

User CTI Status

Used to dequeue a call
Route available user for
whenever an agent
Case Task [user_cti_status]
becomes available.

Components installed with OpenFrame

Several types of components are installed with OpenFrame.

Tables installed with OpenFrame

Tables are added with activation of OpenFrame.

Table Description

Phone Log
A log of the incoming and outgoing
phone calls. This table can be used to log
[sn_openframe_phone_log]
any phone call made or received.

OpenFrame Configuration
Stores the OpenFrame configuration. This is
the configuration used to load the
[sn_openframe_configuration]
OpenFrame in the TopFrame.

Roles installed with OpenFrame

Roles are added with activation of OpenFrame.

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Role title [name] Description Contains roles

User
The OpenFrame user role. • None
[sn_openframe_user]

Script includes installed with OpenFrame

Script includes are added with activation of OpenFrame.

Script include Description

OpenFrame AJAX utility class providing

functions to get the OpenFrame
OpenFrameAjaxUtility
configuration and also to get and set the
last opened frame location.

Business rules installed with OpenFrame

Business rules are added with activation of OpenFrame.

Business rule Table Description

Sets the agent in the Phone

Log
Phone Log
[sn_openframe_phone_log]
Set Agent table as the current
[sn_openframe_phone_log]
logged-in user if a phone
call is logged without an
agent.

Checks that there is only

OpenFrame Configuration
one default OpenFarme
configuration. You cannot
One Default Configuration [sn_openframe_configurati
have two OpenFrame
on]
configurations with the
default flag set to true.

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Business rule Table Description

Phone Log Updates the work notes for

a specific task whenever a
Update Task Work Notes
[sn_openframe_phone_log] phone call is logged for
that task.

Components installed with Special Handling Notes

Several types of components are installed with Special Handling Notes.

Tables installed with Special Handling Notes

The tables included with the Special Handling Notes plugin (com.sn_shn).

The Special Handling Notes plugin adds the following tables.

Table Description

Special Handling Notes

Stores the special handling notes.
[sn_shn_notes]

Special Handling Configuration

Stores the special handling notes table
[sn_shn_configuration] configurations.

Roles installed with Special Handling Notes

The user roles included with the Special Handling Notes plugin (com.sn_shn).

Role Description

sn_shn.admin Can read, create, update, and delete

special handling notes.

This role contains the sn_shn.editor role.

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Role Description
The sn_customerservice_manager role
contains the sn_shn.admin role.

Can read and update special handling

notes.

This role contains the sn_shn.user role.

sn_shn.editor
The sn_customerservice_agent role
contains the sn_shn.editor role.

sn_shn.user Can read special handling notes.

Properties installed with Special Handling Notes

The properties included with the Special Handling Notes plugin (com.sn_shn).

The Special Handling Notes plugin adds the following properties.

Property Description

• Type: integer
Maximum number of notes displayed in
• Default value: 20
the Special Handling Notes pop-up
window • Location: Special Handling Notes >
Properties
[sn_shn.max_num_alerts]
• Learn more: Configure special handling
notes properties

Display special handling notes only once Special handling notes are displayed
per session each time you access a record. Enable
this property to display special handling
[sn_shn.note_preferences] notes only once per session.

• Type: true | false

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Property Description
• Default value: false

• Location: Special Handling Notes >

Properties

• Learn more: Configure special handling

notes properties

The width of the Special Handling Notes

pop-up window in pixels. The default width
is 500. If you specify less that 300, the
window automatically uses the minimum
width of 300 pixels.
Width of the Special Handling Notes pop-
up window in pixels • Type: integer

• Default value: 500

[sn_shn.popup_width]
• Location: Special Handling Notes >
Properties

• Learn more: Configure special handling

notes properties

Business rules installed with Special Handling Notes

The business rules included with the Special Handling Notes plugin (com.sn_shn).

The Special Handling Notes plugin adds the following business rules.

Business rule Table Description

Special Handling Notes Populates the Table field

with the table label rather
Updating the table field
[sn_shn_notes] than the whole table
name.

Special Handling Notes Stores the entries in the

SHN Cache Table Entry
Configuration configuration table in a

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Business rule Table Description

[sn_shn_configuration] cache to avoid repeated

queries.

Client scripts installed with Special Handling Notes

The client scripts included with the Special Handling Notes plugin (com.sn_shn).

The Special Handling Notes plugin adds the following client scripts.

Client script Table Description

On Load Message
describing what the Special
Handling Notes
Configuration table is for.
Special Handling Notes
Configuration Create a configuration by
On Load Message selecting a table for which
[sn_shn_configuration] special handling notes can
be created and displayed.
Include notes for related
entities by selecting the
desired fields and adding
them to the configuration.

Script includes installed with Special Handling Notes

The script includes included with the Special Handling Notes plugin (com.sn_shn).

The Special Handling Notes plugin adds the following script includes.

Script include Description

A collection of APIs for special handling

SHNProcessor
notes.

Provides a list of tables for which the user

SHNTable
can create special handling notes.

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Components installed with Targeted Communications

Several types of components are installed with the Targeted Communications
application.

Tables installed with Targeted Communications

Tables are added with activation of Targeted Communications.

Table Description

Recipients (Users)
Stores recipients lists of type Internal Users.
[sn_publications_recipientslist_user_m2m]

Recipients (Accounts)

[sn_publications_recipientslist_account_m Stores recipients lists of type Accounts.

2m]

Recipients (Consumers)

[sn_publications_recipientslist_consumer_ Stores recipients lists of type Consumers.

m2m]

Publication Recipients

[sn_publications_publication_contact_m2 Stores recipients lists of type Contacts.

Workflow Config
Workflow configuration page.
[sn_publications_workflow_config]

Publication Stores all of the publications.

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Table Description
[sn_publications_publication]

Recipients List
Stores the recipient lists.
[sn_publications_recipients_list]

Recurrence
Stores all of the publication recurrences.
[sn_publications_recurrence]

Business rules installed with Targeted Communications

Business rules are added with activation of Targeted Communications.

Business rule Table Description

Publication
Generates the email
Create email notification [sn_publications_publicatio notification after a new
n] publication is created.

Publication
Builds the recipient list after
Create publication
[sn_publications_publicatio the state of a publication
recipients
n] changes to Published.

Generates duplicate
Recurrence
publications from the
Create Recurrence original publication and
[sn_publications_recurrenc
Publications calculates the start and
e]
end dates for each
recurrence.

Validates the publication

Date validation Publication
and expiration dates. Also

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Business rule Table Description

validates that the start and
[sn_publications_publicatio end dates for a recurring
n] publication is within the
range of the specified
recurrence.

Publication
Deletes the email
notification if a publication
Delete email notification [sn_publications_publicatio
is deleted, cancelled, or
n]
expired.

Recipients List
Prevents a recipient list from
being deleted if the list has
Delete Recipients List [sn_publications_recipients_
one or more associated
list]
publications.

Recurrence

Fields validation [sn_publications_recurrenc

Publication Changes the stage of a

publication to Author and
Initialize Publication [sn_publications_publicatio the visited_state field to
n] empty whenever a new
publication is created.

Workflow Config
Makes the Approver field
mandatory for articles that
Make approver list required [sn_publications_workflow_
require approval prior to
config]
publishing.

Publication
Makes the Recipient list
field mandatory and
Make recipient list required [sn_publications_publicatio
ensures that the recipient
n]
list is populated.

PDF generated on May 21, 2019 494

Business rule Table Description

Publication
Resets the error_state field
Reset error state [sn_publications_publicatio to false when a publication
n] is updated.

Publication
Restricts access to
Restrict User Access [sn_publications_publicatio published articles to a
n] targeted set of users.

Publication
Displays an error message
at the top of the form when
Show error state message: [sn_publications_publicatio
a publication's error_state
n]
field is true.

Publication
Displays a status message
Show state message [sn_publications_publicatio when the recipient list is
n] being generated.

Publication
Starts the workflow after a
Start publication workflow [sn_publications_publicatio
publication is generated.
n]

Publication
Track Customer Publication Updates when a user has
[sn_publications_publicatio
Views viewed the article.
n]

Recipients List Builds or updates a

Update Recipients [sn_publications_recipients_ recipient list for a
list] publication.

PDF generated on May 21, 2019 495

Business rule Table Description

Publication Updates the stage changes

as a publication moves
Update Visited States on
[sn_publications_publicatio through the creation,
state change
n] review, and approval
process.

Roles installed with Targeted Communications

Roles are added with activation of Targeted Communications.

Role title [name] Description Contains roles

The publications
administrator can:

• read all publications

• sn_publications.author
• create, update, and
Publications administrator delete publications • sn_publications.approver
[sn_publications.admin] • create recurring • workflow_publisher
publications
• image_admin
• create recipient lists

• add or remove approvers

to workflows

The publications author •

can: sn_publications_recipients
_list_user
Publications author • read all publications
•
[sn_publications.author] • create, update, and sn_publications_recipients
delete publications _user

• create recurring • workflow_publisher

publications
• image_admin

PDF generated on May 21, 2019 496

Role title [name] Description Contains roles

• create recipient lists
• sn_esm_agent

Publications approver
The publications approver
• approver_user
[sn_publications.approver] can approve publications.

Recipients list user

The recipients list user can
[sn_publications_recipients_ create and view recipient None
list_user] lists.

Recipients user
The recipients user can
[sn_publications_recipients_ None
view recipient lists.
user]

Client scripts installed with Targeted Communications

Client scripts are added with activation of Targeted Communications.

Client script Table Description

Set Conditions Table/Field Recipients List For recipient lists:

onchange
[sn_publications_recipients_ • If the type is Internal Users,
list] nternal, this script assigns
the User [sys_user] table
to the Table field and
sys_id to the User Field
field.

• If the type is Customers,

this script assigns the
Customer Product
[customer_products]
table to the Table field

PDF generated on May 21, 2019 497

Client script Table Description

sys_id to the User Field
field.

For recipient lists:

• If the type is Internal Users,

nternal, this script assigns
the User [sys_user] table
to the Table field and
Recipients List sys_id to the User Field
field.
Set Conditions Table/Field
[sn_publications_recipients_
onload
list] • If the type is Customers,
this script assigns the
Customer Product
[customer_products]
table to the Table field
sys_id to the User Field
field.

Approval
Switch Publication View
[sysapproval_approver]

Publication
Validates that the start
date of a publication is
Validate start date [sn_publications_publicatio
after the current date and
n]
before the end date.

Publication
Validates that the end date
Validate end date [sn_publications_publicatio of a publication is after the
n] start date.

Validates that the start

Validate start date Recurrence date of a recurrence
publication is after the

PDF generated on May 21, 2019 498

Client script Table Description

[sn_publications_recurrenc
current date and before
e]
the end date.

Recurrence
Validates that the end date
Validate end date [sn_publications_recurrenc of a recurrence publication
e] is after the start date.

Script includes installed with Targeted Communications

Script includes are added with activation of Targeted Communications.

Script include Description

PublicationAjax

RecipientsListApi

Calculates the total number of recipients

RecipientsListApi.getRecipientsListCount
for a publication.

Builds the recipient list for a publication

RecipientsListApi.buildRecipientsList for
based on the recipient list's type and
Publication
condition.

PublicationsApi API functions for publications functionality

PublicationsQueryProcessor Ajax helper for showing publicaitons listing.

Properties installed with Targeted Communications

Properties are added with activation of Targeted Communications.

Note: To open the System Property [sys_properties] table, enter

sys_properties.list in the navigation filter.

PDF generated on May 21, 2019 499

Property Description

Limits the number of email recipients.

• Type: integer

sn_publications.max_email • Default value: 100000

• Location: System Property

[sys_properties] table

Components installed with Knowledge Product

Entitlements
Several types of components are installed with the Knowledge Product Entitlements
application.

Business rules installed with Knowledge Product Entitlements

Business rules are added with activation of Knowledge Product Entitlements.

Business rule Table Description

Implements the needed

Knowledge
access controls for users
Knowledge Product
with the
Entitlement [kb_knowledge]
sn_customerservice.custom
er role.

Knowledge Base
KB Product Entitlements
[kb_knowledge_base]

Properties installed with Knowledge Product Entitlements

Properties are added with activation of Knowledge Product Entitlements.

PDF generated on May 21, 2019 500

Property Description

Enable access control of Knowledge

Bases based on product entitlements.

If enabled, customers can access all of

the knowledge bases related to the
products for which they have
kb_product_entitlement.knowledge_base. entitlements.
enable
• Type: true/false

• Default value: false

• Location: Knowledge Product

Entitlements > Properties

Allow access to Knowledge Bases with

empty Related Products field.

If enabled, customers can access all

knowledge bases even if no products
have been specified in the Related
Products field on the Knowledge Base
kb_product_entitlement.knowledge_base. form.
allow_empty_products
• Type: true/false

• Default value: false

• Location: Knowledge Product

Entitlements > Properties

kb_product_entitlement.article.enable Enable access control of Knowledge

Articles based on product entitlements.

If enabled, customers can access all of

the knowledge articles related to the
products for which they have
entitlements.

PDF generated on May 21, 2019 501

Property Description
• Type: true/false

• Default value: false

• Location: Knowledge Product

Entitlements > Properties

Allow access to Knowledge Articles with

empty Related Products field.

If enabled, customers can access all

knowledge articles even if no products
have been specified in the Related
kb_product_entitlement.article.allow_emp Products field on the Knowledge form.
ty_products
• Type: true/false

• Default value: false

• Location: Knowledge Product

Entitlements > Properties

Components installed with Self Service Password Reset

Several types of components are installed with Self Service Password Reset.

Script includes installed with Self Service Password Reset

Script includes are added with activation of Self Service Password Reset.

Script include Description

AJAX Script to process a password reset

PasswordResetAJAX
from a UI Page as guest.

ResetPwdAjaxProcessor

PDF generated on May 21, 2019 502

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