ServiceNow CIS-CSM key terms

The ServiceNow application that lets an organization manage customer inquiries end to end, from case intake through resolution, across accounts, contacts, products, and service channels.

The set of interrelated tables and relationships that store customer service data, including accounts, contacts, consumers, products, entitlements, cases, and their associations.

A record that represents a single customer question, issue, complaint, or request and tracks its details, activity, ownership, and resolution from creation to closure.

A record for an organization or company that serves as the hub linking its contacts, cases, contracts, entitlements, and installed products in business-to-business service.

A record for an individual person who belongs to an account, such as an employee or buying representative, and who can raise and be associated with cases.

A record for an individual customer used in business-to-consumer service, where the person is not tied to a company account but still needs cases and entitlements.

A grouping record that associates consumers who live together at the same address, letting agents view shared cases and service history for a residence.

The collection of records representing the products and services a customer currently owns or uses, used to verify entitlements and support history during case handling.

A record of a specific product or service instance sold to a customer, which can be linked to an install base item and used to determine support coverage.

A record that defines the level of support a customer is entitled to, such as warranty coverage or SLA terms, and that can drive case processing rules.

A record that captures a contractual agreement with a customer, including its term and covered products, and that supplies the entitlements applied to that customer's cases.

A classification of cases, such as question, complaint, or product defect, that determines which fields, processes, SLAs, and playbooks apply to the case.

A predefined collection of field values and settings used to create new cases quickly and consistently for a recurring scenario or customer request.

A team of agents, often organized by skill or product line, to which cases are routed and that owns the work until it is resolved.

A condition-based rule that automatically selects the assignment group or agent for a new or updated case, reducing manual routing effort.

A configurable, tab-based user interface built for service agents that brings records, lists, and tools together in a single working environment.

The Now Experience-based workspace for CSM agents that combines case records, playbooks, timelines, and contextual customer information in a customizable layout.

A low-code visual tool for assembling pages and components for configurable workspaces and portals, letting developers control layout and data binding.

A guided set of ordered process steps that leads an agent through a case or task, enforcing consistent handling and capturing required data along the way.

The framework that renders playbook activities and stages inside a workspace, showing agents the current step, next actions, and supporting information.

A self-service website where customers can search knowledge, submit and track cases, chat with agents, and manage their account information without contacting support directly.

The underlying ServiceNow portal framework of pages, widgets, and themes used to build branded self-service experiences for customers and employees.

A routing engine that pushes work items such as cases and chats to available agents based on skills, capacity, schedules, and service channel configuration.

The capability to receive and handle customer interactions from multiple channels such as email, chat, phone, and messaging within one consistent agent experience.

A defined target, such as time to first response or time to resolve, attached to a case and tracked with timers, schedules, and escalation actions.

A schedule record defining working hours, weekends, and holidays that SLAs and other timers use to calculate deadlines correctly.

A no-code automation tool for building flows with triggers, actions, and conditional logic that can create, update, and route CSM records.

A platform capability that provides spokes and reusable actions so flows can connect to external systems such as email, telephony, or CRM applications.

A rule that inspects incoming email and decides whether to create a new case or update an existing record, mapping sender and content to fields.

A configurable table of conditions and outcomes used to automate decisions such as routing, entitlement selection, or field population without writing script.

The practice and platform features for authoring, reviewing, and publishing articles so customers can self-solve and agents can reuse approved answers.

A platform module that collects indicator data over time and presents trends, targets, and breakdowns through dashboards for continuous service improvement.

A customer satisfaction score collected through post-case surveys, typically asking the customer to rate their experience and used to measure service quality.

A conversational assistant that can answer customer questions, guide self-service, and create or update records such as cases through chat channels.

An agent-facing view that consolidates a customer's accounts, contacts, cases, products, and entitlements so agents can act with full context.

A workspace component that lists an agent's assigned and available work items across channels, letting them pick up and manage tasks from one place.

A workspace component that displays the chronological history of activity on a record, including comments, field changes, emails, and related work items.

A record type that captures a request and routes it to the appropriate department or team, often used where CSM and other service domains share intake.