ServiceNow CIS-CSM flashcards
ServiceNow CIS-CSM · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- CSM case table
- Cases in Customer Service Management are stored in the sn_customerservice_case table, which extends the task table and supports assignment, SLA, state, and activity tracking.
- Case state lifecycle
- A CSM case typically moves from New through Open or In Progress, Awaiting Information, Resolved, and Closed; business rules and state models control allowed transitions.
- CSM agent role
- The sn_customerservice_agent role lets a user create, view, update, and resolve customer cases and work with related accounts, contacts, and knowledge.
- CSM manager role
- The sn_customerservice_manager role adds oversight of queues, teams, and case metrics beyond agent capabilities, including reassignment and escalation visibility.
- Entitlement purpose
- An entitlement defines the support terms a customer receives, such as covered products, SLA eligibility, and valid support period, and links to accounts or contacts.
- SLA definition
- An SLA definition sets response or resolution targets, schedule, and conditions; the SLA engine attaches SLA records to cases that meet the definition.
- Universal Request
- Universal Request consolidates related requests from multiple departments into one agent view, helping coordinate cross-department service while preserving individual department tasks.
- Case task
- A case task is a child task record used to break case work into assignable units; completing all required case tasks supports case resolution.
- Account table
- The customer_account table stores organizations that buy or receive service; cases and contacts reference accounts to establish customer context.
- Contact table
- The customer_contact table stores individual people associated with accounts; contacts can raise cases and access self-service based on roles and relationships.
- Consumer table
- The csm_consumer table stores individual business-to-consumer customers who are not tied to a company account, supporting B2C service models.
- Account hierarchy
- Account hierarchy links parent and child accounts, allowing support teams to view organizational structure, roll up reporting, and apply consistent entitlements.
- Case priority
- Case priority is commonly derived from impact and urgency; impact reflects business effect and urgency reflects time sensitivity, driving routing and SLA attention.
- Case escalation
- Escalation moves a case to a higher support level or group when targets are at risk or customer impact increases; it may trigger notifications and priority changes.
- Parent-child cases
- A parent case groups related child cases so agents can track a larger customer issue while individual child cases are worked and resolved separately.
- Contact relationship
- A contact relationship defines how a person relates to an account, such as decision maker or technical contact, and can influence case visibility and routing.
- CSM Configurable Workspace
- The CSM Configurable Workspace is a UI Builder-based agent environment with configurable list pages, record pages, tabs, and playbooks for customer service work.
- Agent inbox
- The agent inbox displays assigned work items, such as cases and interactions, and supports prioritization, acceptance, and transfer within the configurable workspace.
- Advanced Work Assignment
- Advanced Work Assignment routes work items to agents using availability, capacity, and skills; it pushes items to the agent inbox instead of relying only on manual assignment.
- Playbook
- A playbook is a guided process in the configurable workspace with stages and activities that help agents complete case work consistently and can launch automated actions.
- Customer Service Portal
- The Customer Service Portal is a self-service Service Portal where contacts or consumers can search knowledge, submit cases, view status, and request catalog items.
- Omnichannel interaction
- An interaction records a customer contact session across channels such as chat, phone, or messaging; it can be linked to or converted into a case.
- Workspace page variant
- A page variant in the configurable workspace changes the layout or components shown for a record based on conditions such as role, case type, or state.
- Agent assist knowledge
- Agent assist surfaces relevant knowledge articles and similar cases in the workspace context, helping agents answer questions and resolve cases faster.
- Flow Designer
- Flow Designer automates CSM processes with triggers, actions, and subflows; it can create tasks, send notifications, update records, and call integrations.
- Business rule
- A business rule is server-side JavaScript that runs on database operations such as insert or update, enforcing logic and data changes in CSM records.
- SLA schedule
- An SLA schedule defines working hours and holidays used by the SLA engine; targets are calculated only during scheduled support time.
- Assignment rule
- An assignment rule evaluates conditions on a case and sets the assignment group or assignee automatically, reducing manual routing effort.
- IntegrationHub spoke
- An IntegrationHub spoke packages reusable actions and connections for a target system, enabling CSM flows to exchange data with external applications.
- Performance Analytics
- Performance Analytics collects indicators over time and displays trends through dashboards, helping managers monitor case backlog, SLA compliance, and agent performance.
- CSAT survey
- A CSAT survey asks customers to rate their service experience after case resolution; results can be reported and used to monitor customer satisfaction trends.
- Report vs dashboard
- A report presents data from a table using conditions and visualization; a dashboard groups multiple reports and widgets into a single view for monitoring.