Customer Service Management

Track and monitor the real-time status of your work by accessing your profile in CSM Agent Workspace. You can track information such as how many cases and interactions you have closed and how many you are actively working on. You can also view the roles and groups to which you belong and see information about your manager and teammates.

Access the business location 360 page in the Customer Service Management (CSM) application as a customer service agent. You can get a comprehensive, 360-degree view of the business location issues all in one place.

Access the business location 360 page in the Customer Service Management (CSM) application as a customer service agent. You can get a comprehensive, 360-degree view of the business location issues all in one place.

Access the business location 360 page in the Customer Service Management (CSM) application as a customer service manager. You can get a comprehensive, 360-degree view of the business location issues all in one place.

Explore the limitations that an external location agent faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location agent persona.

Explore the limitations that an external location consumer agent (having sn_customerservice.svc_location_consumer_agent and snc_external roles) faces when using various platform modules during case resolution. You can use this topic to get a comprehensive overview of the modules that are supported and unsupported with the external location consumer agent persona.

Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This smooth navigation helps agents manage customer issues more effectively.

Enable contacts and similar roles to access addresses linked to their accounts. This access enables them to view and select account-related addresses and the corresponding location records tied to those accounts.

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.

Avoid duplication of address records by using the Account Address table.

Activate a new onboarding playbook with self-service in Playbooks (PAD) to ensure that the new playbook is visible.

Install all eligible Customer Service Management (CSM) applications from a single ServiceNow Store product. Use this procedure to find and install the CSM apps your organization is entitled to in one step.

Activate the Business Location plugin to manage customer service for business locations.

You can install the Action Status Automation application (com.sn_action_status) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Activate the Case Action Status application to use the case action status feature. You can install the Case Action Status application (com.snc.csm_action_status) if you have the admin role.

Activate the Case Digests plugin to use the case digests feature.

Activate the Zoom quick action to initiate Zoom meetings using the quick action from a chat.

Activate the Contextual Email Matching skill in AI Skill Kit to link emails received on closed interactions by analyzing open cases linked to the closed interaction, enabling downstream flows to associate interactions with cases.

Activate the Customer Central plugin to use Customer Central.

Activate the customer data models for the CRM B2B2C Entities plugin (com.sn_csm_b2b_consumers) if you have the admin role. If they aren't already installed, the application includes demo data and installs related ServiceNow Store applications and plugins.

If you have the admin role, you can install the Customer Life Cycle Management Self Service plugin.

Activate the Customer Household Data Model plugin to manage customer service for households.

Activate the Email Interaction for CSM plugin (sn_eaai_csm) for new or existing CSM customers. This plugin includes demo data and activates related plugins if they aren’t already active.

Activate the Email Interaction Summarization skill in AI Skill Kit to generate AI-powered summaries of email interactions for CSM agents, reducing the time spent reviewing full email conversation histories.

Activate flows for customers who have the Email Interaction for CSM application configured, enabling efficient workflow automation.

Activate a completed decision tree so you can use it in playbooks created using Playbooks, in recommendations created using Recommended Actions for Service, or in Service Portal.

Activate guided onboarding in playbook content items and verify that the new content item launches the playbook record generator that is associated with it.

Activate the AI skill, test it against your data, then activate the agentic workflow to begin AI-assisted major case detection on new cases.

Activate the Opportunity Management for Business Locations plugin to create and track opportunities across the lifecycle of the customer journey.

Activate the Order Management for Business Location plugin to manage the complete order lifecycle.

Create custom Playbooks for Portals to provide end users with the playbook experience on your service portal.

In the Customer Service Management (CSM) application, you must activate the Business Location (com.snc.business_location) and CRM Household Entities (com.snc.household) plugins to enable the Service Model Foundation feature.

Activate the Proactive Customer Service Operations with Event Management plugin to use Proactive Customer Service Operations with Event Management.

Activate the Proactive Customer Service plugin to use Proactive Customer Service Operations.

Activate a playbook page or page variant and set the page order. The system uses the active page with the lowest order number to display records in CRM Workspace.

Activate the Quote Management for Business Locations plugin to create and track quotes by channel partners.

Activate the CSM with Service Portfolio Management (SPM) plugin to use the integration with Service Portfolio Management.

Activate a draft state for the onboarding case type so that the case remains in the draft state during the intake stage until the case is submitted.

Activate the record generator to the portal case and display the new guided playbook to the user. Portal users can navigate through the playbook steps to complete the case intake.

Activate the Unified Consumer functionality within the Customer Service Management (CSM) application by updating the Consumer script include. This modification enables you to display the other sys_user extension records in the reference list for the users in the csm_consumer table.

Activate the Customer Service Virtual Agent plugin to enable predefined chatbot conversations that help customers complete common self-service tasks. The plugin includes ready-to-use topics that you can publish after activation.

The activity timer log feature is available with the Activity Timer Reporting application (sn_at_rpt). This application adds user tables, user roles, UI Builder page properties, a script include, and a scheduled job.

Add documents to task plan template items through extensible feature tables. Supported file types include PDFs, Word documents, PowerPoint files, or images.

Assign the Unified Consumer (sn_customerservice.unified_consumer) role to the sys_user to designate them as a consumer in the Customer Service Management (CSM) application.

Add additional accounts or contacts for your business-to-business (B2B) or business-to-business-to-consumer (B2B2C) sold products by defining the type and responsibility of additional accounts or contacts. Once you add accounts as related parties, all contacts associated with the related party account can access the sold product.

Add, edit, and manage dependencies within template items so that tasks execute in the correct sequence and follow defined dependency rules.

Add consumers as members of a household.

Add a service contract related list to the Accounts, Consumers, and Households pages.

Add dependencies between template items in a task plan template to control the sequence in which tasks are available to agents after the template is applied.

Add one or more entitlements to a case line in CRM Workspace.

Add one or more entitlements to a customer service case record in CRM Workspace.

Users with the agent schedule user role can add events to their personal calendar.

A major issue manager can add an existing case as a child to an accepted major case, either by selecting from a list of cases or by adding a case from the Suggested child cases related list.

Add decision trees created using the Guided Decision with Inputs and Outputs activity in the Guided Decisions Experience application to a playbook, so customer service agents can work through it to resolve cases more efficiently.

Enroll or add group members to a business location to create a dedicated group or team focused on specific cases.

Add decision trees created using the Guided Decisions Experience application to a playbook, so customer service agents can work through it to resolve cases more efficiently.

Create or edit a page to add decision trees to Service Portal so internal users can troubleshoot their issues.

Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.

Add Customer Contracts and Entitlements entities' related lists on the sold products and install base Items pages.

Add a next node that is a decision node after a guidance node. If a next node is configured, the execution of the decision tree continues after the agent performs the guidance and the guidance history is marked as complete.

Set up payment details for a billing account by defining the paying party on the account and adding a payment profile. The paying party settings capture who is responsible for payment; the payment profile records how the account is paid, including the payment method. Payment profiles are stored in the Billing Account Payment Profile table.

Add a Process tab to the CSM ticket page so that users can track the playbook process.

Add the sold products or the install base items covered to customer contracts, contract lines, or entitlements.

Add a system property to display the desired indicator in the Coaching Overview tab in the Coaching application.

Extend billing account access to additional customers or stakeholders by configuring billing account related parties. Related parties enable you to define relationships between billing accounts and other entities such as contacts, consumers, or accounts.

Add related parties to a sold product to help provide the access level to the related parties, such as contacts, consumers, or accounts.

Add related parties to an install base item in the Customer Service Management application so that you can enable another party to have access to an install base.

Capture complete information on a customer’s install base by associating sold products to contracts.

Add users as staff members to a business organization (formerly business location) so that they can support accounts, contacts, consumers, and households.

Add users as staff members to a business organization to support accounts, contacts, consumers, and households.

Add the Timeline component as a standalone component to a record page by using the Task activity timeline reset and controller.

Add users as staff members to an external organization (formerly external business location) to support accounts, contacts, consumers, and households.

Add users as staff members to an internal organization (formerly internal business location) to support accounts, contacts, consumers, and households.

Add additional consumers for your business-to-consumer (B2C) or business-to-business-to-consumer (B2B2C) sold products by defining the type and responsibility of additional consumers. After you add this information, additional consumers can have the same access to the consumer associated with the sold product and the related entities.

Add additional contacts for the B2B (accounts or contacts) or B2B2C sold product by defining the type and responsibility. Once added, additional contacts have the same access to the contact associated with the sold product and the related entities.

Document references in task plan templates allow documents to be associated with tasks or cases and made available to task owners. This capability supports adding, viewing, and managing documents within template items, ensuring task owners have access to the required files when working on assigned tasks or cases.

Covered products refers to specific products or order line items that are included in a customer contract. These items are linked to the contract to define what is covered for service or maintenance. Covered products can be directly tracked through the contract records, facilitating changes and visibility of what is covered.

Create a meeting, training, time-off request, or an ad hoc work event from the team calendar.

This step is the final phase in your simulation where you add agent details and assign call capabilities for each participant.

Related party configurations define the title of a relationship between an entity and an organization or user. These configurations also enable linking related party types with responsibility definitions to grant access as needed.

Add related parties to a case to help provide the access level to the related parties, such as contacts or consumers on a case.

You can reuse the same address between multiple accounts within the account hierarchy.

Enable your users to reuse the same address between multiple non-related accounts. This way, you can share an address between multiple accounts by using the Location field on the Account Address form.

Customer Service Management provides various administrative features and tools to configure and manage the application effectively. These include case routing, assignment workbenches, escalation management, domain separation, and knowledge base administration capabilities.

Set up the Customer Contracts and Entitlements application to enable maintaining service contracts, contract lines, and entitlements.

To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.

Use pages provided on the ServiceNow site in the Adobe Experience Manager (AEM) as a reference to organize your AEM-based websites and provide a consistent user experience.

Use case components available within Adobe Experience Manager (AEM) to access customer service cases from the ServiceNow instance and display them on an AEM-based website.

Use knowledge components available within Adobe Experience Manager (AEM) to access knowledge bases from the ServiceNow instance and display associated knowledge articles on an AEM-based website.

You have to set up your ServiceNow services and components to integrate with your Adobe Experience Manager (AEM) instance.

Extend Customer Service Management and Knowledge Management capabilities through ServiceNow components in Adobe Experience Manager (AEM) to deliver a pre-integrated web experience for external customers.

Enable logging in to both the Adobe Experience Manager (AEM) instance of your website and the ServiceNow instance using a third-party OpenID Connect (OIDC) provider that supports both OIDC and single sign-on (SSO) protocols.

You can define the look and feel of the ServiceNow components in Adobe Experience Manager (AEM) by specifying colors for them.

Customer service agents receive chat requests from your business location staff on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage their cases more efficiently if your staff members fill out a pre-chat survey first.

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.

Provide the information needed about a case and its resolution by completing a pre-survey on the Business Organization Support Portal (formerly Business Location Service Portal). This pre-chat survey lets the customer service agent or Virtual Agent know your location and key case details, so you don’t have to repeat them.

Description of the Chat feature configuration form fields.

Customer service agents can create requests on behalf of customers from CRM Workspace or from the platform interface.

Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.

Agents can request supervisor assistance during active customer calls by submitting help requests with context and reason. They receive real-time notifications when supervisors coach or barge in to help them resolve customer issues.

Compose an SMS message from CRM Workspace to interact with a customer contact or a consumer regarding customer service cases.

Compose an SMS message from CSM Agent Workspace to interact with a customer contact or a consumer regarding customer service cases.

Assist agents with case creation by requiring a minimum of information, such as the short description, and predicting values for the category, priority, and assignment group.

Activate the Predictive Intelligence plugin and enable the related system property and client script to use Predictive Intelligence with Customer Service Management.

Agents can use Predictive Intelligence to predict values for configured fields when creating a customer service case.

View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature.

Manage agents effectively to deliver exceptional customer service. Recruit, train, and monitor their performance continuously. Support your customer service agents consistently. Equip and motivate them well to enhance customer satisfaction and operational efficiency.

Schedule callbacks on behalf of customers from CSM Configurable Workspace.

Empower your teams to sign up for work shifts based on their availability and preference.

Enable agents to resolve cases quickly and efficiently by providing them with tools, such as Guided Decisions, playbooks, dynamic related records, and Customer Central.

Use AI to summarize email threads and to link emails received on closed interactions to open cases.

ServiceNow Otto automatically analyzes customer interaction transcripts to suggest wrap up codes and generate wrap up note summaries during the Interaction wrap up process. This capability reduces post call tasks while improving documentation quality and consistency.

Agents can access the Active call controls directly from their CRM Workspace to manage phone interactions. This reduces context switching and improves productivity with Amazon Connect.

Use the Performance Analytics applications for Customer Service Management to report your customer service performance and effectiveness. You can use the predefined key performance indicators (KPIs) and preconfigured role-based dashboards for monitoring your customer service processes.

Add skills to groups and view skill assignments for your teams.

Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.

View the time worked summary of your team members to determine if your teams are adhering to the planned schedules. You can also use historical adherence, which is a reporting view of real-time adherence, to see how well your agents have followed their schedules in the past.

Analyze your agent's call recordings, transcripts, and sentiment reports. With this information, you can assess the call quality and train your agents to handle calls better in the future.

Anonymous chat allows guest users to initiate chat sessions with consumer service agents through the Consumer Service Portal without requiring authentication.

Customize the theme of the decision tree component to match the Service Portal theme.

You can approve a shift swap requested by your peer if you are available to work for that time period. You can reject it if you are unable to work then.

Review and approve a post case review document for a resolved case.

Users with the major issue manager role can approve or reject a major case candidate.

Users with the snc_external role can view and approve requests and change requests from the business portal.

Users with the snc_external role can view and approve registration requests and change requests from the Customer Service Portal.

Approve a service contract for a customer account.

The AR invoice line (sn_otc_invoice_line) table stores the invoice line data.

The AR invoice (sn_otc_invoice) table stores the invoice data.

Add questions to ask for credit cardholder details and transaction details and configure answer types in a start node in Decision Tree Builder.

Enable Customer Service Management agents to assign partner contacts for an account that is associated to an install base item on the case form. By adding partner contacts, you can provide access to multiple partners to access their accounts.

Users with the customer service manager role can assign a case to an agent from the assignment workbench.

To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.

Roles control access to features, capabilities, and data in the Customer Service Management application.

Assign granular roles to a functional role to give authorized related parties access to the case, and enable additional contacts and consumers access to the sold product.

Assign the required roles to customer service managers based on the roles and responsibilities in your organization.

Assign a team member to a consumer by selecting an employee. You can then select the employee’s role or responsibility in the Customer Service Management (CSM) application.

Assign a team member to a household by selecting an employee. You can then select the employee’s role or responsibility in the Customer Service Management (CSM) application.

Assign the Consumer (sn_customerservice.consumer) role to the customer_contact to designate them as a consumer in the Customer Service Management (CSM) application.

Add a criteria for a matching rule to enable assignment of work items to team members based on the rule.

Associate an existing consumer location with a consumer profile by using the Consumer Profile Location [sn_csm_consumer_profile_location] table in the Customer Service Management (CSM) application. By connecting consumer profiles and locations, industries can handle multiple addresses that are associated with individual profiles.

Configure a flow to run automatically when a task plan template item creates a record. A single step of a task plan can be completed by a flow, a subflow, or an AI agent.

Associate a group with the desired business location by establishing a one-to-many (1:M) relationship. This association helps you assign cases directly to the appropriate assignment groups.

You can associate addresses to an account using the Account Address related list on the account form or the location form.

Associate a contact with a consumer record in the Customer Service Management (CSM) application. After the association is done, you can access the Consumer Service Portal (CSP) as a consumer to search for information, create cases, and more.

Associate the work scheduler card that you've created to the work configuration to display the card in the Work scheduler sidebar.

Create a company record and associate it to an internal or external organization (formerly internal or external business location).

Define the configuration type to provide service to customers or business organizations within any service organization (SO) using the Customer Service Management (CSM) application.

Associate your customers or business organizations (formerly business locations) with a service organization (SO) using the Customer Service Management (CSM) application. By linking customers or business organizations (formerly business locations) to the service organization, staff can create or resolve cases for customers and locations raised by other business organizations.

Avoid duplicate case creation by associating an existing case with an email interaction.

A task plan template item stamps its number on each record it creates. A flow can use that stamped value as a trigger condition, so the flow runs automatically for the records that one specific template item creates.

Associate a guidance to a guidance node so that service agents can act to resolve or escalate a customer issue.

Associate guidances to paths with different failure code conditions.

Associate install base items with a service contract to see the list of all the different service contracts that are associated to an install base item in the Customer Service Management application. By associating an install base, you can set a relationship between an install base and a contract.

By enabling relationships between consumer profiles and locations across industries such as Financial Services Operations, Healthcare and Life Sciences, and Public Sector Digital Services Core, multiple consumer profiles can be associated with their corresponding addresses in the Customer Service Management (CSM) application.

Associate one or more locations with a billing account by creating billing account address records. Each billing account address links a billing account to a location and identifies the type of address.

In the Customer Service Management application, you can associate one or more related install base items to a case to access all items associated with the parent install base item.

Associate an outage with a major case to keep customers informed about any issues affecting their install base items.

Associate the desired related record definitions with a context record to determine which related records appear for the selected record type.

Enable customers to select services for products by associating services with product models.

Associate your service organizations with a service by using the Customer Service Management (CSM) application. With this association, your service organization (SO) staff can address customer queries for products and services offered at the business location and can raise a case on the behalf of the customer.

Link the task input in the start node to the task input in the guidance to pass record information.

Associate wrap-up codes with the email interaction wrap-up configuration so that agents can select them when closing an interaction.

Create and associate a Unified Consumer user with a consumer record so that your user can access the Customer Service Portal (CSP). This process involves creating a Unified Consumer user through a consumer form and then associating the user to a consumer record.

Associate a service offering with a sold product giving customer service agents visibility into sold products and their service offerings.

Customer service managers can create characteristics of install base items. Administrators can capture and track these characteristics by using the Customer Service Management application. These characteristics provide information about service requirements and verify timely maintenance services.

Customer service cases in the Resolved state can be closed automatically if customers don’t act.

In CRM Workspace, alerts automatically dismiss after a set time to reduce alert fatigue and help agents stay focused. By default, Info, Low, and Moderate alerts dismiss after 5 seconds, while Critical and High alerts remain persistent until manually dismissed. Admins can customize the auto-dismiss behavior and timer duration for each alert level.

Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​

Enhance the efficiency and effectiveness of your ServiceNow Customer Service Management platform with automated workflows, AI-powered chatbots, predictive analytics, and data analytics and reporting.

Configure an alert rule to automatically create a proactive case when an incident is created from an alert that has one or more affected install base items.

Use the ServiceNow Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their CRM Workspace inbox.

Reference the tables and relationships that store business-to-business (B2B) customer accounts, contacts, account hierarchies, account relationships, and account teams.

Reference the account consumer linkage entity that joins an account to a consumer in business-to-business-to-consumer (B2B2C) scenarios. An enterprise customer is responsible for individual consumers who use the products or services.

Reference the tables and relationships that store business-to-consumer (B2C) consumers, consumer profiles, households, household members, and the relationships that connect them.

Instance options enable you to configure the Portal Banner widget on a portal page.

The billing account data model extends the Customer Data Foundation with a financial layer that captures how customers are billed and how they pay: billing accounts, their addresses, payment profiles, billing schedules, and related parties.

The Customer Service Management application uses the Billing Account form to define customer billing arrangements, payment responsibility, and billing schedules.

Lists the tables that the Billing Account Core application adds or reuses, and the applications required to enable billing accounts.

The following table describes the fields available on the Customer Orders form.

Predefined Customer Service Virtual Agent chatbot conversations help end users complete common self-service tasks. Configure chatbot topics with predefined NLU to interpret user input and return relevant responses based on conversation context.

Business Stakeholder for Customer Service Management includes plugins and roles that provide access to business stakeholder features.

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

A bi-directional account relationship is a relationship that exists between two accounts. You can create account relationships between two customer accounts or between a partner account and a customer account.

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

Customers can set preferences for email notifications.

The self-registration feature enables new customer contacts to submit registration requests through the business portal.

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.

Configure chat as a real-time messaging channel within ServiceNow Customer Service Management. Customers can start live conversations from your web portal. Conversations route to available agents and are managed through the CRM Workspace alongside email, messaging, and phone.

You can add a contact from one account to another account by using a contact relationship in the Customer Service Management (CSM) application. By using contact relationships, you can perform actions on behalf of the accounts that you established a contact relationship with.

Create a record for a specific instance of a product.

Create an entitlement for a Customer Service Management entity such as an account, a consumer, or a product.

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

The CTI Softphone component can be integrated with other task entities on the ServiceNow AI Platform.

Activating the CTI Softphone plugin enables call-related features on the Case form.

The Cases list displays a list of customer service cases for the current user.

Configure Email Interaction so incoming customer emails create traceable interactions, route to the right agent group, and stay linked to open cases.

The ServiceNow Customer Service Management application enables you to provide the service and support that your external customers need. For example, your customers can communicate and receive support through the web, email, chat, telephone, and social media.

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

Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal.

Customers can set preferences for email notifications.

The Knowledge Product Entitlements application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal.

Create and update customer contacts, assign roles to contacts, and enable or disable contact login from the business portal.

Create and update customer contacts, assign roles to contacts, and enable or disable contact logins from the customer portal.

The Special Handling Notes application enables you to create notes that bring important information about individual records, such as a case or account record, to the user's attention.

OpenFrame provides a communication frame that customer service agents use to place and receive customer calls.

Configure voice as an omnichannel communication channel in ServiceNow Customer Service Management so customers can reach agents by phone from your web portal or contact center. Calls route to live and AI agents, and live agent calls appear in the CRM Workspace with chat, email, messaging, and cases.

The self-registration feature enables new customer contacts to submit registration requests through the customer portal.

The Targeted Communications application provides the ability to create and send articles and emails to internal and external customers.

Call monitoring is a feature in the Contact Center as a Service (CCaaS) solution that enables supervisors and managers to observe, monitor, and analyze customer interactions.

As a customer service agent, call a customer back either immediately or at the date and time requested by the customer.

Agents can create callback requests on behalf of customers directly from CRM Workspace when customers request a return call or when follow-up is needed.

Cancel scheduled callbacks when customers no longer require the callback or the issue has been resolved through other means.

Cancel a post case review that hasn’t been approved, rejected, or no longer requested state.

An overview of the differences between case escalations and account escalations.

Certain agent actions trigger case flows which create and resolve the blocking tasks for customer service cases. These tasks determine the case action status.

The case action status feature displays the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention.

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.

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 contain predefined user actions that automatically create and resolve blocking tasks for customer service cases.

Create a case for customer install base affected by an alert to anticipate customer issues and address them proactively.

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.

Use a matching rule to create a configuration for the 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.

Customers receive notifications about resolved cases that are automatically closed if no action is taken.

Several types of components are installed with the Task Intelligence for Customer Service application, including tables, roles, properties, flows, and scheduled jobs.

Activate the required plugins, import training data, and create and train a model to predict field values for case and interaction records.

The record categorization feature included with Task Intelligence for Customer Service uses machine learning models to evaluate text, predict field values, and automatically populate fields on case and interaction records.

Use a case action summary to provide updates to customers and internal stakeholders while a case is in progress.

Use a post case review to capture details about a resolved case, including a summary of the issue, affected assets, root cause, resolution, and any preventive measures.

Use assignment rules to assign case action summaries and post case review documents to customer service agents.

Enable an optional approval process for post case review documents.

Post case review records can be in a number of different states as they are created, approved, and published.

The roles, modules, and tables installed with the case and account escalation feature.

Customer service agents use the Escalation form to manage escalations for cases and accounts.

The case and account escalation process follows several steps from request to completion.

Activate the required plugins and flows to use the language detection feature.

The language detection feature uses a pre-trained model to detect the language used to create customer service cases. You can configure the model to add the language to the Language field on the case record and/or add the language as a skill for the case.

The case line characteristic form displays details about the product offering included in a case line item.

The case line entitlement form displays information about an entitlement associated with a case line item.

The case line item form displays details about a case line item on a case record.

The case line task form displays details about a case line task associated with a case line item on a case record.

Understand the configuration of the Cases feature in Engagement Messenger to configure the field values.

Set up case management features to enable agents and customers to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of customer issues. Configure service definitions to create connections between products, services, and case types.

Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CRM Workspace.

Activate the required plugin, enable the sentiment analysis property, and assign roles to use the sentiment analysis feature.