SERVICENOW CIS - CSM
Is CSM a Scoped Application - (ANSWER)Yes
Benefits of CSM as a Scoped Application - (ANSWER)1. CSM teams can move at their desired
pace, independent of IT
2. Provides CSM teams the autonomy and control needed to configure and manage all aspects of
CSM related applications
3. CSM application data and business logic can be protected from changes made by other
applications
Plugin to integrate CSM with ITSM - (ANSWER)com.sn_cs_sm
Plugin to integrate CSM with Request Management - (ANSWER)com.sn_cs_sm_request
Plugin to provide actionable case flows by integrating CSM with Request Management -
(ANSWER)com.snc.csm_action_status
Plugin for CSM - (ANSWER)com.sn_customerservice
CSM vs. ITSM - (ANSWER)Focus: CSM solely focused on external customers B2B and B2C
while ITSM focuses on supporting IT of the same organization or IT services consumed by
external customers
Purpose: CSM provides services to customers throughout the whole product and/or service
lifecycle, while ITSM implements and manages IT services designed to align and meet needs of
the business
Objectives: CSM is all about retaining customers while ITSM supports and enables IT used by
business
,ITIL Roles with CSM - (ANSWER)sn_x_read = can view information about related records
associated with a customservice case in the X related list
sn_x_write = can create a x record for a customer service case
CSM Business Models - (ANSWER)Identify the product or service a business plans to sell, its
identified target market, and any anticipated expenses
Accounts & Contacts - (ANSWER)Account - supported external customer
Contact - User who is an employee of an account
Consumer - (ANSWER)A person who purchases goods and services for personal use
Partners - (ANSWER)Supported external customer that, in turn, sells to and supports one or
more customers
Products, Product Models, and Assets - (ANSWER)Product = Goods or services a company sells
to, and supports for, their customers
Product Model = Specific version or configuration of a product
Asset = Specific product instance that is supported for a customer
Install Base Items and Sold Products - (ANSWER)Install Base Item = CI that has been made
accessible to customers
Sold Products = Components that have been sold to an account or a customer
Contracts and Entitlements - (ANSWER)Contract = Binding agreement between two parties
Entitlements = Types of support that a customer receives and the supported communication
channels for a customer
Business-to-consumer (B2C) - (ANSWER)Business model where companies sell products and or
services directly to consumers
, Business-to-business (B2B) - (ANSWER)Business model where commercial transactions are
conducted between two or more companies
Business-to-business-to-consumer (B2B2C) - (ANSWER)Business model which can be used to
support employees of a business customer or end customers of a business customer
Consumer Table - (ANSWER)Table name = csm_consumer
Form fields = Name, phone number, email
Import Facts
1. Can have multiple addresses but a single primary address by having the "Primary" field set to
true
2. Address is a related list
3. csm_consumer_user stores consumer registration records that are created when consumers
complete the self-registration process. Extends sys_user.
Access Controls
Create = Consumer Agent, Customer Service Manager, System Administrator
Account Data - (ANSWER)Table name = customer_account
Form fields = Name, Account Number, Primary Contact, Phone Number, Address, Company
website address
Important Facts
1. Extends core_company
2. Same Address rules and Consumer table (primary address/related list)
Access Controls
Create = Customer Service Manager or System Administrator
Is CSM a Scoped Application - (ANSWER)Yes
Benefits of CSM as a Scoped Application - (ANSWER)1. CSM teams can move at their desired
pace, independent of IT
2. Provides CSM teams the autonomy and control needed to configure and manage all aspects of
CSM related applications
3. CSM application data and business logic can be protected from changes made by other
applications
Plugin to integrate CSM with ITSM - (ANSWER)com.sn_cs_sm
Plugin to integrate CSM with Request Management - (ANSWER)com.sn_cs_sm_request
Plugin to provide actionable case flows by integrating CSM with Request Management -
(ANSWER)com.snc.csm_action_status
Plugin for CSM - (ANSWER)com.sn_customerservice
CSM vs. ITSM - (ANSWER)Focus: CSM solely focused on external customers B2B and B2C
while ITSM focuses on supporting IT of the same organization or IT services consumed by
external customers
Purpose: CSM provides services to customers throughout the whole product and/or service
lifecycle, while ITSM implements and manages IT services designed to align and meet needs of
the business
Objectives: CSM is all about retaining customers while ITSM supports and enables IT used by
business
,ITIL Roles with CSM - (ANSWER)sn_x_read = can view information about related records
associated with a customservice case in the X related list
sn_x_write = can create a x record for a customer service case
CSM Business Models - (ANSWER)Identify the product or service a business plans to sell, its
identified target market, and any anticipated expenses
Accounts & Contacts - (ANSWER)Account - supported external customer
Contact - User who is an employee of an account
Consumer - (ANSWER)A person who purchases goods and services for personal use
Partners - (ANSWER)Supported external customer that, in turn, sells to and supports one or
more customers
Products, Product Models, and Assets - (ANSWER)Product = Goods or services a company sells
to, and supports for, their customers
Product Model = Specific version or configuration of a product
Asset = Specific product instance that is supported for a customer
Install Base Items and Sold Products - (ANSWER)Install Base Item = CI that has been made
accessible to customers
Sold Products = Components that have been sold to an account or a customer
Contracts and Entitlements - (ANSWER)Contract = Binding agreement between two parties
Entitlements = Types of support that a customer receives and the supported communication
channels for a customer
Business-to-consumer (B2C) - (ANSWER)Business model where companies sell products and or
services directly to consumers
, Business-to-business (B2B) - (ANSWER)Business model where commercial transactions are
conducted between two or more companies
Business-to-business-to-consumer (B2B2C) - (ANSWER)Business model which can be used to
support employees of a business customer or end customers of a business customer
Consumer Table - (ANSWER)Table name = csm_consumer
Form fields = Name, phone number, email
Import Facts
1. Can have multiple addresses but a single primary address by having the "Primary" field set to
true
2. Address is a related list
3. csm_consumer_user stores consumer registration records that are created when consumers
complete the self-registration process. Extends sys_user.
Access Controls
Create = Consumer Agent, Customer Service Manager, System Administrator
Account Data - (ANSWER)Table name = customer_account
Form fields = Name, Account Number, Primary Contact, Phone Number, Address, Company
website address
Important Facts
1. Extends core_company
2. Same Address rules and Consumer table (primary address/related list)
Access Controls
Create = Customer Service Manager or System Administrator
