CSM
Information about the customer in one central place.
What is Customer Central.
A portal to assign and update work for external parties
What is Field Service Contractor Management
Onboarding, Complaint, Product
What are the available playbooks.
3rd party application required for last mile setup.
What is Twilio
ACL
What is Access Control List
Guides agents through resolution steps
What are Playbooks
Assigning work to agents based on schedule.
What is agent dispatch.
Guide customer service agents along this Path to resolve complex cases.
What is Optimal.
Industry Specific Workflows.
What is Before and After
NLU
What is Natural Language Understanding.
Connect, engage and collaborate with your employees, customers, partners, and prospects.
What are Communities
Track parts available in your inventory.
What is source parts.
Create a ______ that customer service agents can use in a guided decision to troubleshoot solutions to cases.
What is a Decision Tree
Location to download apps to your instance.
What is the ServiceNow Store.
CTI
What is Computer Telephony Integration
Proactively trigger case workflows and notify customers of any issues
What is Proactive Customer Service
Enable this field will show how far away the agent is from the task location.
What is Distance to Task.
A playbook is made up of stages and each stage includes one or more.
What are steps.
Enables customers to manage complex projects with multiple tasks.
What is Customer Project Management
IOT
What is Internet of Things
Using your instance records to build Customer Service Management-specific solutions.
What is Predictive Intelligence for CSM solution definitions.
Provide feedback on the agent by rating the service and posting comments in this field.
What is review comments field.
This step automatically sends an email to the customer and updates the Email details card.
What is Notify Customer.
A customer can clicks this button when a solution is proposed.
What is Accept Solution.
CSDM
What is Common Service Data Model