The ServiceNow Customer Service Management application empowers customer service organizations and service operations to collaborate on customer problems proactively, resolving issues efficiently.
The Customer Service Management application has undergone significant enhancements and updates in the Washington DC release, aimed at streamlining customer interactions, improving the customer experience, and optimizing service delivery.
In this blog, we will delve into some of the key highlights of this release!
Streamlined Customer Interactions
Creation of routing rules for all customer engagement channels, including voice.
Automatic assignment of work to the best available agent with the right skills, expertise, and capacity.
Improved Customer Experience
Guided processes on the Customer and Consumer Service Portals leading customers through the case lifecycle, from creation to completion.
Optimized Service Delivery
Comprehensive view of business locations, providing agents with the location context needed to create cases and resolve issues accurately and quickly.
Support for Internal and External Personas
Elimination of the need to create and manage multiple user accounts for a single individual, supporting both internal and external personas seamlessly.
Increased Agent Efficiency
Introduction of an improved and flexible activity stream layout, optimizing screen real estate through collapsible panels and minimized scrolling.
Further, Refer to the comprehensive guide on Exploring Customer Service Management.
What's New in the Washington DC Release ?
Service Definition Categories
Agents can streamline service selection by categorizing provided services, enhancing efficiency in selecting services for case creation or task assignment.
Customer Activity View
Display of streamlined and responsive Customer Activity component in the CSM Configurable Workspace, featuring updated date picker, customer activity time group headers, card layout, and new activity icons.
Generative AI-driven summaries for historical interactions provided instead of full transcripts.
Quick Start Tests for Customer Service Management
After upgrades or deployments of new applications or integrations, quick start tests can be run to verify that Customer Service Management functions as expected.
Changes in this Release
Dynamic Related Records for Configurable Workspace
The Dynamic Related Records for the Configurable Workspace plugin has moved to the ServiceNow Store. Any new enhancements will be delivered via this store app.
Case Service Selector Enhancements
Introduction of keyword search and category filters in the Product Service select version of the case service selector, enhancing service discovery and selection.
Customer Contracts and Entitlements Application
Activation of the Customer Contracts and Entitlements plugin adds the Contracts and Entitlements module to the application navigator, streamlining contract management.
Conclusion
The Washington DC release of ServiceNow Customer Service Management signifies a significant step forward in enhancing customer service capabilities, empowering organizations to deliver exceptional customer experiences efficiently and effectively.
ZeTechno focuses on ServiceNow Customer Service Management (CSM) as part of the expertise stack.
