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Customer Service Management release notes

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Customer Service Management release notes

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

Customer Service Management for business-to-consumer companies
Extends support for business-to-consumer companies, including the core CSM capabilities. Adds case management for consumers and consumer products, a web-based service portal, performance and scalability improvements for high transaction volumes, and contextual knowledge search.
Consumer Service Portal
Support business-to-consumer companies with a web-based portal that provides consumer self-registration, product registration, knowledge search, and case creation.
Anonymous chat and chat routing
Use the Consumer Service Portal and the anonymous chat feature to engage customers and provide assistance prior to registration. Information provided by customers is used to classify and route chat requests to the correct agent queue.
Social media integration
Enable integration with social media engagement solutions to extend customer service to social media channels. Store social media profile information and link social media messages to cases, enabling customer service agents to engage with customers through social media channels.
Assignment workbench and enhanced case assignment
Display the relevant information for case assignment in the workbench and use predefined criteria to evaluate agents and assign cases. Automate this process by creating assignment rules.
Case management for orders
Extend Customer Service Management to support order-related issues by integrating with order management systems to create and resolve customer requests.
Targeted communication for consumers
Create and publish content to targeted lists of consumers through the Consumer Service Portal or using email notification. To handle time-sensitive content, set dates to publish and retire content automatically.
Knowledge contextual search
Refine Knowledge searches and improve the relevance of search results by creating filters on dynamic values, such as case metadata.