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Customer Service Management release notes

Customer Service Management release notes

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

Kingston upgrade information

Before you upgrade, please read the information in KB0640006.

Upgrading to Kingston from any previous release also requires an upgrade to OpenFrame version 1.0.2.

Data migration: To use the new dashboards for existing case records, you must perform a one-time data migration. The procedure populates the new Case Report table. Perform the procedure during off-hours. The process can take several hours, depending on data volume.
Note: The Case Report table includes three new calculated metrics: Agent Reassignment Count, First Contact Resolution, and Reopen Count, as described in Customer Service Manager dashboard. To add the Case Report column to the Cases list, navigate to Customer Service > Cases and add the Case Report field.
  1. Navigate to System Definition > Schedule Job.
  2. Open the CaseDataMigrationForCaseReports record and click Execute Now.
  3. When the process finishes, the instance generates a record in the syslog table with the Message column populated with the text "Case column migration completed".

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 Kingston release

Time recording
Customer service agents 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.
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 issue resolution.
Agent intelligence for case management
Assist users with case creation by requesting a minimum of information, such as the product and short description; automatically determining the category, priority, and assignment group; and routing the case to the correct queue.
Case management integration with Communities
Agents, fulfillers, and privileged community users can create a case from a discussion thread based on the roles and rules set up by the community administrator. This feature allows users to escalate a question or discussion thread to a case so that the question can be answered by experts in the support team.
Flow Designer actions
Use Flow Designer actions as building blocks to create Customer Service Management business processes.

Changed in this release

  • Targeted communications: Use dynamically evaluated criteria to determine the recipients for targeted communications.
  • Reporting and analytics: The information now includes a targeted dashboard for each of three distinct customer service functions: CS executive, CS manager, and CS agent. The Executive dashboard provides a view of the operation and trends of the Customer Service function for your organization at a detail level that is most useful for an executive. The Manager dashboard displays charts and summary data on metrics like backlog, resolution rates, SLA, Customer Satisfaction ratings, re-assignment rates, and several per-agent key performance indicators (KPIs). The Agent dashboard helps the agent to prioritize work and provides quick access to cases. The Agent dashboard also displays charts and summary data on metrics for the group.