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Customer Service Management release notes

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Customer Service Management release notes

Customer Service product features in the Geneva release.

Activation information

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

New in the Geneva release

Customer accounts Create accounts for external customers and partners. An account stores basic identifying information of the company you are doing business with:
  • A primary contact and any additional contacts
  • Telephone number, street address, and web address
  • Partner/customer relationships
  • Product and asset information
  • Associated service contracts and entitlements
  • Related customer service cases
Communication channels External customers can use multiple communication channels to request and receive service from customer service agents:
  • A self-service web portal: search the knowledge base and community for information, create new cases, and view the details of existing cases.
  • Email: create a new customer service case; provide an update to an existing case or receive a case update from a customer service agent.
  • Telephone: contact a customer service agent by phone.
  • Chat: open a chat session with a customer service agent from the self-service portal. Agents can also use the chat feature to communicate with internal resources.
Case management The customer service case stores the details of a customer question or issue. This includes customer account information, conversations between the agent and customer, steps taken to resolve the case, and any work scheduled as a result. At the top of the case form, a timeline provides a visual summary of these case activities.
Case routing and assignment Create rules that route cases with specific attributes to customer service agents or agent groups with specific skills, knowledge, and availability.
CTI Softphone integration The Customer Service Management application uses Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers. CTI provides a way to integrate the ServiceNow platform with VoIP telephony providers to support for inbound and outbound calls.
OpenFrame OpenFrame is a tool that enables CTI capability with third-party telephony service providers. OpenFrame provides a communication frame that agents use to place and receive customer calls.
Customer satisfaction surveys Upon case closure, customers are invited to take a survey about their experience. Survey results and feedback are captured and stored in reports.
Service Analytics The Customer Service Management application uses Performance Analytics to provide real-time data and snapshot data for analysis. From a homepage, view multiple reports to track service quality and drill down into cases to take action.