Project title: Customer Service Management

Date: April 20, 2023

Prepared by: Võ Thị Ngân
 Catalog
I. Overview.....................................................................................................................................................................3
1. Introduction:................................................................................................................................................................3
2. Objectives:..................................................................................................................................................................3
3. Definitions:..................................................................................................................................................................3
3.1 CSM:.........................................................................................................................................................................3
3.2 CMDB.......................................................................................................................................................................3
3.3 CSDM:......................................................................................................................................................................3
3.4 B2B model: ..............................................................................................................................................................3
3.5 B2C model:...............................................................................................................................................................3
3.6 Account: ...................................................................................................................................................................3
3.7 Contact: ....................................................................................................................................................................3
3.8 Sold product:.............................................................................................................................................................3
3.9 Install base item:......................................................................................................................................................4
3.10 Service offering:......................................................................................................................................................4
II. Demo:.........................................................................................................................................................................4
A. Scenario 1:..................................................................................................................................................................4
1. Portal...........................................................................................................................................................................4
1.1 Browser items:..........................................................................................................................................................4
1.2 Purchase (directly and from the shopping cart)........................................................................................................4
1.3 Track your order status.............................................................................................................................................4
1.4 View a list of purchased products.............................................................................................................................4
1.5 View information on the knowledge base................................................................................................................4
1.6 Search or create a Community post..........................................................................................................................4
1.7 Create a report (Create case) with purchased products.............................................................................................4
1.8 Monitor the status of cases........................................................................................................................................4
1.9 Use Virtual agent with available support topics:......................................................................................................4
1.9.1 Check case status...................................................................................................................................................4
1.9.2 Check the status of the requested item...................................................................................................................4
1.9.3 GPT chat................................................................................................................................................................4
1.9.4 Send email..............................................................................................................................................................4
1.9.5 Live chat.................................................................................................................................................................4
Update account................................................................................................................................................................4
2. Workspace...................................................................................................................................................................4
B. Scenario 2:..................................................................................................................................................................5
III. Summary:..................................................................................................................................................................5
I. Overview

1. Introduction:

- Customer service is a critical component of any business, as it plays a key role in

establish and maintaining strong relationships with customers. Effective customers
service helps to build customer loyalty, improve customer satisfaction and ultimately
drive business growth, especially in online shopping. And instead of building a new
application from end to end about it, Servicenow has the available application for us to
customize more easily and faster. Because of this reason, I decided to choose it for
research.

2. Objectives:

- Build a new portal and a workspace about B2B model

- Combination CSM and Request Management (ITSM)
- Using CSDM with CSM

3. Definitions:

3.1 CSM: Provide service and support to your external customers by provide omini-
channel service: self service, phone, chat, virtual agent, email, event monitor, social
media.
3.2 CMDB: is the ServiceNow database. It is used to store configuration records
throughout their lifecycle and maintain the relationships between them
3.3 CSDM: is a data framework.

3.4 B2B model: Company sells products for company, which is called customer
3.5 B2C model: Company sells products for an end user, which is called consumer
3.6 Account: The company which sells products
3.7 Contact: The employee of that customer.
3.8 Sold product: Used in B2B model, which product is purchased by customer
3.9 Install base item: can be any configuration item that has been made accessible to or
deployed for customers.
3.10 Service offering: represents how a service is provided and who it is for.

II. Demo:

A. Scenario 1:

- FrogVN is a company that sells electrical appliances. Gilly is a consumer, can buy
products on the portal. When having problems with purchased products, Gilly returns to
the portal for supporting.
1. Portal

- Key personas: consumer

1.1 Browser items:

1.2 Purchase (directly and from the shopping cart)

1.3 Track your order status

1.4 View a list of purchased products

1.5 View information on the knowledge base

1.6 Search or create a Community post

1.7 Create a report (Create case) with purchased products

1.8 Monitor the status of cases

1.9 Use Virtual agent with available support topics:

1.9.1 Check case status

1.9.2 Check the status of the requested item

1.9.3 GPT chat

1.9.4 Send email

1.9.5 Live chat

Update account

2. Workspace
B. Scenario 2:

III. Summary: