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Domain separation in Customer Service Management

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Domain separation in Customer Service Management

This is an overview of domain separation and Customer Service Management. 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.

Overview

Support: Level 1

Domain separation is supported in this application. Not all ServiceNow applications support domain separation; some include limitations on the data and administrative settings that can be domain separated. To learn more, see Application support for domain separation.

Domain separation for Customer Service Management is designed for:
  • Customers using the application in a domain-separated environment or in a hybrid environment. With domain separation, a customer can grant access to end users (contacts or consumers) to other entities in addition to customer service cases. For example, contacts or consumers can access problems, changes, or projects. System administrators can synchronize the CSM account model with the domain structure and maintain data separation for entities that do not have account-based data separation enabled.
  • Managed service providers (MSPs) using the application to provide customer support. In this scenario, an MSP can provide support to multiple customers, where domains are necessary to contain all relevant customer data and processes. For example, an MSP providing support to customers related to billing questions, contract renewals, or other non-service operations.
  • Managed service providers offering the application as a service that customers can provide to their customers. In this scenario, an MSP can offer Customer Service Management as a service to customers who, in turn, use the application to support their end customers. This scenario requires additional configuration due to domain support for some of the core entities in the platform such as Product Model.

How domain separation works in Customer Service Management

Domain separation for Customer Service Management aligns each customer account to one domain. To use domain separation with the application, all customer accounts must be assigned to a domain.

The customer account is the main entity within Customer Service Management. All entities related to the account, such as contacts and cases, are created in the same domain as the account. This rule also applies for all entities on customer service cases, including addresses, assets, and contacts.

When a new account is created, a domain of the same name is also created and assigned to the account. All related entities for an account, such as contacts and cases, must reside in the same domain. When a related entity for a domain separated account is created, the entity is assigned to the account domain.

Setting up domain separation for Customer Service Management

Domain separation for Customer Service Management requires the domain separation plugin. Contact ServiceNow to activate domain separation.

Activating this plugin enables the csm_auto_account_domain_generation property, which automates domain separation. This property is installed with Customer Service Management and is available only after the domain separation plugin is active.

When the csm_auto_account_domain_generation property is enabled, the Customer Service Management application automatically creates a domain of the same name when a new account is created.
Note: Enabling the csm_auto_account_domain_generation property does not add domains for existing accounts. It only creates domains for newly created accounts. Adding domains for existing accounts requires a migration script.

Changes to Customer Service Management tables

Domain separation for Customer Service Management adds the Domain and Domain Path fields to the Account [customer_account] table. These fields are not exposed by default. Customers can customize lists and forms to view these fields.

Account domains and related entities

When creating related entities for an account, the domain for the related entities is set to the account domain. Related entities include:

  • Contacts
  • Cases
  • Assets
  • Contracts
  • Entitlements
  • Addresses
  • Social profiles
  • Escalations

Changing the domain for an account also changes the domain for all the account’s related entities.

Domain visibility for customer service agents and managers

Users with the customer service agent (sn_customerservice_agent) and customer service manager (sn_customerservice_manager) roles must be manually assigned to the TOP/MSP/Default domain. Agents and managers cannot see case or account details until they are assigned to the TOP domain.

Domain separation for case and account escalation

Escalation template records and escalation severity records are domain separated. By default, these records reside in the global domain. Users can configure the Escalation Template and Escalation Severity forms to display the Domain field and set the domain as needed.

When an escalation record is created from a case or account, it is created in the account domain.

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