CIS - CSM Key Topics

• Application


  An application is a collection of configuration records that extends the platform and adds new applications or features.
• Applications are packaged as plugins or store apps.
• Plugins


  Plugins are found and can be activated in the Plugins module within the System Definitions application in the Application Navigator. 
• You must have the core admin role to activate plugins, so this feature is only available to the ServiceNow system administrator.
• WARNING: Do NOT activate the Customer Service Management Demo Data (com.snc.customerservice.demo) plugin in any production environment. Once activated, it will load demo data in your environment that CANNOT be cleaned up (easily); it may also contravene your licensing agreement.
• Store Apps


  Store Apps are applications published through the ServiceNow Store and are automatically added to the Application Manager in a ServiceNow instance. 
• You must install the application from the Application Manager to activate or update it in an instance.
• Certain plugins can only be activated by ServiceNow Support.
• Scoped applications provide an additional layer of control over Customer Service Management data.
• Application Scoping Benefits

  1. Customer Service Management teams can move at their desired pace, independent of IT.
  2. Provides Customer Service Management teams the autonomy and control needed to configure and manage all aspects of Customer Service Management related applications.
  3. Customer Service Management application data and business logic can be protected from changes made by other applications, potentially interrupting it.
• In the ServiceNow platform, application scoping protects applications by encapsulating and protecting their data and functionality, preventing interference from other applications (including the Global scope).
• From a security perspective, scoping brings several benefits:

  1. The scope "holds" the records and acts as a container for the applications.
  2. Scoping improves instance security by limiting accessibility to other applications on the instance.
  3. Scoped applications can be developed independent of IT by applying delegated development and deployment.
• Customer Service Management Guided Setup provides a sequence of tasks and checklist that help administrators configure:

  1. Percentage of activities completed
  2. Controls to start, skip, and mark tasks as complete
  3. Plugin management
  4. Links between Customer Service Management and other applications
  5. A link to Community and FSM Guided Setups
• Guided Setup is structured, which can be of great help to control the configuration steps during a Customer Service Management implementation.
• With the assignment of the itil role, agents can create and update an incident, problem, change, and multiple requests for a case.
• The system administrator can assign roles to customer service agents that enable the agents to view and create an incident, problem, change, and request records for customer service cases.
• itil


  Can create and update an incident, problem, change, and multiple requests for a customer service case.
• sn_incident_read


  View information about an incident record associated with a customer service case.  
• sn_incident_write


  (1) Create an incident record for a customer service case (2) Associate an existing incident record with a customer service case. (3) Remove an incident record associated with a customer service case.
• sn_problem_read


  View information about a problem record associated with a customer service case.
• sn_problem_write


  (1) Create a problem record for a customer service case. (2) Associate an existing problem record with a customer service case. (3) Remove a problem record associated with a customer service case.
• sn_change_read


  View information about a change record associated with a customer service case.
• sn_change_write


  (1) Create a change record for a customer service case. (2) Associate an existing change record with a customer service case. (3) Remove a change record associated with a customer service case.
• sn_request_read


  View information about request records associated with a customer service case in the Requests related list.
• sn_request_write


  Create request records for a customer service case.