Partner Service

Customer Service

Consumer Service

Product Service

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Customer Service Agent (sn_customerservice_agent)

Consumer Support Agent (sn_customerservice.consumer_agent)

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

A partner will own the relationship with their customer

A partner and a third party are the same in ServiceNow's CSM application.

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

Create Contact

Check Case Status

Close Case

Get Help with an Order

Get Help with an Asset

Lets agents and chat supervisors have a conversation without the requester knowing

Lets the chat supervisors have a conversation with the requester without the agent knowing

Lets agents have chat conversations with other agents without the requester knowing

Lets agents and requesters have a conversation without the chat supervisor knowing

The role then becomes a child responsibility

Ensure there is a dedicated account manager for that account

The role then becomes a parent responsibility

Prevent the same role being used on different customer accounts

Optimize data in the Install base Item table

Create new child table for Install Base Item

Group into existing extended Install Base Item table

Store it in the baseline Install Base Item table

proactive Case

Service-Aware Install Base

Service-Aware CMDB

Proactive Prevention

Service Reporting

Service Monitoring

To expand the technical reach

To facilitate the requirement gathering during the workshops

To complete any complex customizations early enough

To realize near-term ROI (Return on Investment)

Escalate a case on the add-m panel of Outlook

Register the sender of an email as contact

As the Microsoft Outlook user, register yourself as self-contributor

Create cases using email content in Outlook for the customer contact