ServiceNow Deep Dive: Driving Greater CSM with New ServiceNow San Diego Features

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With the ServiceNow San Diego release officially out for general use, it’s the perfect time to dive in and explore the newest features and enhancements that organizations can start using right away! Sorting through the abundant notes on the release is a challenging and overwhelming task. Not to worry, we’ve got you covered with in-depth information about the highlights of ServiceNow San Diego! 

One of the highlights of the new release is the expansion of customer service management (CSM) features. Providing excellent customer service is absolutely essential to success for all organizations, and this release enables teams to do exactly that more easily, effectively, and proactively. Let’s dive into the most important new CSM capabilities that you don’t want to miss.


Order Management in ServiceNow San Diego

The new Order Management application streamlines the order process, allowing users to capture, manage, and fulfill orders more efficiently. The following are just a few of the highlights of using this tool

  • Create multisite, multiproduct customer orders
  • Manage and track ordered products and services during the fulfillment process
  • Perform decomposition for customer orders
  • View all orders and order details through the customer portal

This application supports both internal and external roles, allowing agents to order items on behalf of customers, as well as track and improve order workflows. Best of all, the tool provides a product catalog data model for attribute mapping, ensuring that every fulfillment agent has access to all the characteristic values they need.


Case Management in ServiceNow San Diego

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This new application provides a variety of features to help teams manage cases for their customers. From new workflows that enable support to resolve issues faster to tools that provide greater visibility into processes, the case management application offers invaluable features, such as the following: 

  • Playbooks for CSM: Playbooks offer guidance for resolving a number of customer service cases such as complaints, product support, and onboarding.
  • Guided Decisions for CSM: Customer service agents are guided through structured troubleshooting processes that enable them to resolve complex cases.
  • Dynamic related records: Display and change records based on the context of the current record or playbook activity.
  • Proactive Customer Service Operations (CSO): Proactively trigger workflows to notify customers of issues, empowering teams to resolve issues faster and decrease their inbound call volume.
  • Customer Service case digests: The case digests tool provides updates and resolution information about customer service cases to both customers and stakeholders.
  • Case and account escalation: Highlight cases or accounts to raise awareness of customer issues.
  • Targeted communications: Create and send articles, emails, and other relevant information to all customers—external and internal.


CSM Configurable Workspace

The new configurable CSM workspace makes agents’ lives easier than ever. This workspace is easily customized and extended through the Now Experience UI Builder, which enables users to build and tailor CSM pages and components easily with a drag-and-drop builder. It also allows users to preview the interface of a workspace they’re building as they create it. 

On top of allowing users to multitask and create multiple components at once, the UI Builder also helps them build out the functionality of a page by adding essential pieces that create a better user experience. For example, this includes everything from buttons to visualizations of data, providing users with an entire library of components that they can add to the page. The CSM workspace is also scalable, which means it meets you exactly where you need it. Whether you want to build a simple experience or something complex, the UI Builder can help you handle it.


Engagement Messenger

Now with continuous chat capabilities, organizations can engage with their customers more effectively and consistently. After teams design the module, they can tailor it to their customers. For example, they can decide the order of the features they display on the homepage or even enable or disable them as they please.

Here are just a few of the features that can be displayed on Engagement Messenger: 

  • Greeting
  • Reminders and updates
  • Knowledge
  • Search
  • Field service
  • Chat
  • Catalog
  • Case management
  • Walk-up appointments

However you decide to engage with your customers, the new messenger feature allows teams to support them more fully—without allocating significant time and resources to only communication.


Upgrade with Crossfuze

The ServiceNow San Diego release empowers you and your team to provide the best customer service possible. Whether you want to create more customized solutions for your internal or external customers, streamline the order or case management process, or engage and communicate more effectively with your customers, these new features have got you covered! 

If you would like to learn more about ServiceNow San Diego or are looking for a partner who can get you the most out of your ServiceNow investment, reach out to us at


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