CSM Implementation Flashcards
TTBenefits of self-service
When a customer uses one of the self-service methods to create a case, their information is stored in the case form. The benefits of this are three-fold:
1. The agent working the case can use the information to validate the customer and check their entitlements.
2. The customer does not have to repeat their information multiple times.
3. It saves time.
How many incoming and outgoing email accounts are supported?
Multiple incoming email accounts are supported, but only one outgoing email account is supported.
Example email flows installed w/ CSM
- Create case from email
- Update case using Reply
Compare Inbound email flows and inbound email actions
Note: The execution order of the inbound email flows take a higher precedence than inbound actions (meaning if an email flow executes, it prevents execution of inbound actions).
Explain inbound email flow
Email flows use conditional logic to incorporate multiple business processes in one flow. When designing inbound email flows, note that the execution order of the inbound email flows take a higher precedence than inbound actions (meaning if an email flow executes, it prevents execution of inbound actions)
Process Automation > Flow Administration > Inbound Email Flows
Explain Virtual Agent
The biggest benefit to implementing a virtual agent is so your users can get immediate help—day or night. Offer a personalized customer experience with a virtual agent by automating typical Tier 1 support tasks to be accomplished, including:
- Answering FAQs
- Providing tutorial (“how to”) information
- Querying or updating records – for example: getting the status on cases or incidents
- Gathering data, such as attachments, for the agent * Performing diagnostics
- Resolving multi-step problems
Plugin (com.sn_csm.virtualagent).
What templates are included with Customer Service Virtual Agent Conversations
- Check Case Status (Template)
- Get Help with a Product (Template)
- Get Help (Template)
- Get Help with an Order (Template) * Submit Request (Template)
How does Natural-Langugage Undersanding (NLU) work?
- User types in a request in natural language.
- System understands what the user is requesting.
- If there is a topic that can help the user, they are taken directly into it.
The NLU plugin (com.sn_csm.nlu) is automatically enabled when you enable the Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
NOTE: You can select only one NLU service provider for your instance. Virtual Agent supports ServiceNow NLU and the IBM Watson NLU service. If you are using IBM Watson Assistant as an NLU service provider, activate the Proxy agent to the IBM Watson Natural Language Understanding server (com.glide.nlu.ibmwatson.intent.discovery) plugin.
What pre-defined virtual agent chatbots topics are installed?
o CheckCaseStatus — allows user to check status of an existing case
o GetHelp — Allows an anonymous user to get help (through knowledge articles). No support for case creation
o GetHelpWithProduct — Allows a user to get help on a product issue or report a case for a product issue
o GetHelpWithOrder — Allows a user to get help on an order issue or report a case for an issue with an order
What is the Virtual Agent plugin?
Virtual Agent Plugin (com.glide.cs.chatbot).
Where to enable the Save, Insert, and Insert and Stay buttons?
System Properties > UI Properties.
What case types installed with the Case Types module?
The product case type is the standard case type that is available after the Customer Service Management plugin is activated and is used for tracking issues or questions about an existing product.
Custom case types are used to create and configure different types of customer service cases that each organization needs. Customers can use case types to support a wide variety of end-user needs, including:
(com.snc.csm_case_types)
How to configure and manage case types?
A system administrator performs the following tasks to create and configure a case type:
- Creates a table for the new case type that extends the Case table (sn_customerservice_case)
- Creates a case type definition record for the new case type and adds it to the Case Type table (sn_case_type).
- Configures the Get Case Types flow and modifies the conditions that determine visibility for a case type.
UI actions, UI policies, and client scripts for the new case type, as well as configuring views and view rules, roles and ACLs, business rules and more still apply with the new case type.
Sets up processes for the case type, including record producers, state flows, and special handling notes.
Use the Customer Service Management Guided Setup to create and configure a case type.
Explain the two Create Case UI actions
- The Customer Service Plugin provides a Create Case UI action:
- The Customer Service Case Types plugin also provides a Create Case UI action that agents can use to create a case based on a selected case type. After clicking this UI action to create a case, the agent selects the desired case type from a list of multiple available case types.
It must be deactivated, whereas another Create Case button, specially built to enable the case type selection by agents in CSM Configurable Workspace, must be activated.
Where to create a new case type?
Customer Service > Case Types > Create New Case Type
What Items require configuration in the CSM workspaces?
- Forms: The out-of-the-box CSM workspaces allow configuration of the case form by altering the Workspace view.
- UI Actions: Each UI Action must be specifically enabled for workspace. A UI action can be either a Workspace Form Button or a Workspace Menu Button.
- Client Scripts: The client scripting environment in workspace is different than platform. A separate script block is provided for workspace-only client script. There are scripting limitations in Client Scripts for workspaces.
- UI Policies: Basic UI Policies will function in Agent Workspace without any additional configuration. However, scripted UI Policies will have the same API restrictions as Client Scripts.
- Form Header: Form headers consist of one primary value and multiple secondary values. Form headers support inheritance (e.g., a task form header will apply to all children of task unless a specific form header for the child is specified).
- Ribbon: A standard ribbon configuration is provided for the case entity in the base system. The administrator can modify this ribbon configuration as well as define ribbon configurations for other entities. For each entity where the ribbon will be shown, both the ribbon layout and the various widget attributes will require configuration.
CSM Workspaces - Response Templates
Response Templates Plugin: com.sn_templated_snip
Roles
sn_templated_snip.template_snippet_admin - grants access to scoped administration of the response templates feature.
sn_templated_snip.template_snippet_writer - grants access to create, read, update and delete (CRUD) response template content
sn_tempalated_snip.tempalte_snippet_reader - grants access to read a response template content
Explain Form Header for CSM Configurable Workspace
Form Header
These two levels are:
- A primary value: This is the top line that serves as the title for the page. Typically, this is the value of the case Short Description field. If this field is left blank, the case number is shown instead.
- The secondary values: This is the read-only line immediately below the primary value consistingof account, contact or consumer, the case priority, and the case state. These can be highlighted and appear conditionally. If the fulfiller does not have the required role, the associated secondaryvalue cannot be seen.
Workspace Administrator (workspace_admin)
Components of Ribbons
- Customer 360: customer information, such as the contact or consumer name, email address, and phone numbers.
- Timeline: a chronological summary of case activities, including case state changes and interactions between the fulfiller (typically the agent) and the requester (typically the customer). It also shows how much time that the fulfiller and requester spent on the case.
- Active SLAs: active SLAs for the case, including time remaining, the SLA state, and any breaches. If a case has multiple SLAs, the SLA with the most imminent deadline is shown first.
- Time to resolve: the estimated time required for an agent to resolve the case.
Workspace Administrator (workspace_admin)
