Welcome to our blog on the latest ServiceNow Vancouver release for Customer Service Management (CSM) features. In this post, we'll delve into the top five features revolutionizing how businesses handle customer service with this latest release. These new tools and capabilities offer a whole new level of efficiency and effectiveness to CSM, making it easier than ever to deliver exceptional customer experiences. Join us as we explore these Vancouver release features and uncover how they can benefit your organization.

1.    Account Lifecycle Events

What is it, and why is it cool? The Account Lifecycle Events application empowers technology industry providers to define a structured, repeatable onboarding experience. It fosters collaboration, transparency, and insight for internal staff members and external customers involved in onboarding. This feature provides a playbook, a case type, and defined case tasks for onboarding, supporting this vital customer process. Configure various tasks in the playbook, such as identifying key personnel, data import, and creating collaborative tasks.‍

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2.    AI & Machine Learning in CSM Workspace

What is it, and why is it cool? Leverage artificial intelligence and machine learning field recommendations for top suggestions and automatic field population within a Workspace form. Recommendations can appear as a list, enabling you to select values from top recommendations using AI. A top recommendation can automatically fill into the field, identified by a highlighted AI label.

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3.    Service Definitions

What is it, and why is it cool? Service Definitions create connections between products, services, and case types. Customers can use these definitions to discover and request the services they need swiftly. Agents can employ service definitions to create cases of the right type to support those requests. In the Vancouver release, Service Definitions can now integrate with Install Base objects. Agents can create case tasks by selecting from a list of product models, sold products, and install base items associated with a contact, and then choose from a list of available task types.

4.    Order Management Integration with Service Portfolio Management

What is it, and why is it cool? This feature automates the creation of projects based on project oversight rules, allowing project managers to monitor order fulfillment as projects in Service Portfolio Management (SPM). It synchronizes order fulfillment tasks in Order Management with associated projects in SPM, providing real-time task updates to project managers and fulfillment agents or managers through notes, comments, and state change information. This capability empowers fulfillment agents, managers, and project managers to view related lists, revealing the relationship between an order line item and project, domain order and project task, and order task and project task.

5.    Configurable Customer Portal Widgets

What is it, and why is it cool? Customizable portal widgets offer configurable widget instance options for various customer behavioral variations. These widgets are reusable and save time, allowing for configuration without creating a widget from scratch. You can also configure the visual aspects of widgets, enhancing usability and aesthetics resulting in an improved customer experience. Content customization options enable you to control the data source or content displayed on the portal, aligning the widget with specific customer information.

In the world of Customer Service Management, staying up to date with the latest features is essential for providing excellent service and streamlining operations. The ServiceNow Vancouver features in CSM are game changers, offering innovative solutions for businesses. We encourage you to explore these features further and consider how they can elevate your customer service management strategies. If you have any questions or need more information, don't hesitate to reach out. Your customers deserve the best; these features can help you deliver just that.

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