Customer Service Management release notes

ServiceNow® Customer Service Management application enhancements and updates in the Helsinki release.

Activation information

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.

New in the Helsinki release

Bi-directional account relationships
Define the types of relationships that exist between customers and partners. Then use these defined relationship types to create relationship records between selected accounts, either partner-to-account or account-to-account.
Account hierarchy
Define a parent-child hierarchy between accounts and display the relationship in a tree map on the parent Account form. Use this hierarchy to allow contacts of parent accounts to access information in the child 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.
Account teams
Define responsibilities for team members, assign the responsibilities to employees for specific account teams, and use them in your processes, such as sending notifications and assigning cases.
Asset contact relationships
Assign an asset to a customer contact who is responsible for managing that asset. Then, if required, limit access to the asset to the assigned user.
Special handling notes
Write brief messages about records. These notes can be displayed in an embedded list, related list, or pop-up window when you access a form.
Targeted communications
Create and publish content to targeted lists of both internal and external customers. To handle time-sensitive content, set dates to publish and retire content automatically.
Knowledge product entitlements
Designate the knowledge bases and knowledge articles that customers can view from the customer portal
Contact self-registration
Customer contacts can submit registration requests from the customer portal.
Request password reset
Customer contacts can change their password or request a new password from the customer portal login screen.
Manage customer profiles
Customer contacts can view and manage their profile information on the customer portal.
Customer notification preferences
Customer contacts can set preferences for phone and email notifications on the customer portal.
Delegated asset administration
Customer and partner administrators can manage their assets and those of their customers by creating asset contact relationships and assigning assets to specific contacts.