CIS - CSM

• Over-the-top (OTT)


  term used for the delivery of film and TV content via the internet, without requiring users to subscribe to a traditional cable or satellite pay-TV services.
• swivel chair challenge


  comes from an idea of manually entering the same data into multiple systems; entering it once in one place, then swivelingyour chair around and enter again in another place
• What CSM is about 


  Providing services to customers before, during, and after the purchase of a product and/or service
• Importance to the business

  Customers generate income and revenue; therefore customer service plays a valuable role in an organization's overall success
• Great customer service -> Loyal customers -> Buy more -> Improve business success
• Given these basics of Customer Service Management, it is understandable that the first rule of any business is to retain customers and build a loyal relationship with them.
• When communicating with customers, customer service teams should use terms that are clear, jargon-free, and easily understood.
• However, the real game changer is how proactive an organization is at resolving issues before they negatively impact customers.
• Customer Service Management offers case management with skills-based routing, real-time service level agreements (SLAs), service contracts, and service entitlements.
• IT Service Management (ITSM)


  This provides an integration with the Request, Incident, Problem, and Change Management applications. This is the most common, and one of the most beneficial, integrations for Customer Service Management.
• Service Portfolio Management (SPM)


  The Service Portfolio Management application to give customer service managers, customer service agents, and service owners visibility into sold products and their associated service offerings.
• Continual Improvement Management (CIM)


  This integration enables requests for improvement opportunities and to implement phases and tasks to meet performance goals, track progress, and measure success.
• Field Service Management (FSM)


  This integration provides the ability to view work order and work order task information from a case.
• IT Operations Management (ITOM)


  Using the ITOM application, this integration enables the proactive creation of cases from alerts either manually or through automation and track the accounts and the corresponding install base items affected by the alert.
• ITOM Integration with CSM, also known as Proactive Customer Service Operations
• Customer Project Management (CPM)


  This integration enables organizations to configure a number of different processes and components for the Customer Management feature.
• Financial Management (FM)


  This integration enables organizations to allocate, track, and report on their expenses.
• Digital Portfolio Management application


  manage and monitor portfolios and services in a centralized location
• Workplace Service Delivery (WSD)

  using the Safe Workplace applications, this integration helps you safely reopen locations and support the health and safety of contacts and consumers after emergencies and pandemics.
• Customer Service Management focuses on supporting external customers, both business accounts and consumers.
• ITSM focuses on supporting users of IT (employees) who are typically part of the same organization.
• with Customer Service Management, your main stakeholders will be business people
• With ITSM, the main stakeholders will be IT people.
• Service management connects customer service to the rest of the organization, making collaboration about customer issues with other departments easier.
• All communication with the customer is funneled through support agents using cases.
• Customers can submit requests from the Customer Service Portal.
• Updates to records associated with a case automatically update the case work notes.
• A case is created for each request.
• Updates to cases with associated records can be used for customer communication.
• Agents and managers can view cases with Service Management-related indicators on the Customer Service dashboards.
• Plugin for integrating with Incident, Problem, and Change Management

   Customer Service with Service Management plugin (com.sn_cs_sm)

  Note: Unless the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) is activated, manual activation is required.
• Plugin for integrating with Request Management

  Customer Service with Request Management plugin (com.sn_cs_sm_request)

  Manual activation required.
• Customers, customer partners, and internal users with the proxy contact (sn_customerservice.proxy_contact) role can also create requests from the Customer and Consumer Service Portals. 
• Foundation Data


  Includes all of the data crucial to support customers as efficiently as possible.
• CSM Business Models

  Business models identify the products or services a business plans to sell, its identified target market, and any anticipated expenses.
• Account


  supported external customer
• Contact


  a user who is an employee of an account
• Consumers


  Person who purchases goods and services for personal use.
• Partners


  A partner can be a supported external customer that, in turn, sells to and supports one or more customers.
• Product


  goods or services a company sells to, and supports for, their customers