CSM — Customer Service Management (Zero → Pro)

اقرأ أولاً: ../MASTER_ALL_IN_ONE_SUMMARY.md · ../html/MASTER_ALL_IN_ONE_SUMMARY.html
الدليل الشامل: ../MASTER_ALL_IN_ONE.md · ../html/MASTER_ALL_IN_ONE.html
ممارسة الشاشات: ../html/MASTER_PRACTICE_GUIDE_ALL_TOPICS.html
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Australia Instance — نسخة أستراليا

Direct Navigation URLs — روابط التنقل المباشرة

Platform target: ServiceNow Australia (Sep 2026) · next EA: Brazil
URLs: ../../SERVICENOW_DIRECT_URLS_CATALOG.md · 1-week: ../../SERVICENOW_ONE_WEEK_STUDY_DEPLOY_AUSTRALIA.md
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CIS-CSM Professional Implementer Guide
الأسلوب: عربية + إنجليزية تكمّلان بعضهما — بدون ترجمة حرفية لأسماء الشاشات.

ملخص ووصف بالعربية (Arabic Summary)

ملخص في سطر: قضايا العملاء مع مستويات خدمة حسب المنتج/العقد — ليس Incident داخلي.

وصف مختصر: يشرح الحساب وجهة الاتصال، Entitlement، Case، بوابة العميل، AWA للتوجيه، وربط اختياري بـ FSM.

1) Overview & Business Value

CSM manages service for EXTERNAL customers (B2B / B2C). — الفرق الجوهري عن ITSM: العميل خارجي (شركة أو مستهلك)، وليس موظفًا داخليًا.

Core value:
- Case management end-to-end.
- Self-service via Customer Service Portal.
- Connect ITSM/FSM/Field for fulfillment.
- Proactive customer service (outages, notifications).

2) Architecture & Data Model

Key tables:

Relationship model (B2B):

customer_account (الشركة)
 └─ customer_contact (الأشخاص)
 └─ case (الحالة)
 ├─ entitlement (هل مستحق للدعم؟)
 ├─ contract / SLA
 └─ tasks / FSM work order

في B2C يُستبدل account/contact بـ consumer.

3) Plugins & Activation

How to activate:

1. Navigate: All > System Applications > All Available Applications > All. — Open direct
2. Search “Customer Service Management”.
3. Install (request if needed).
4. Then run Guided Setup:
   Navigate: All > Guided Setup > CSM (or CSM Configurable Setup). — Open direct

4) Guided Setup & All Options

CSM setup sections:
- Foundation — accounts, contacts, products.
- Channels — portal, email, chat, phone, social.
- Case Management — types, states, assignment.
- Entitlements & Contracts — استحقاقات وعقود.
- SLAs — اتفاقيات الخدمة.
- Knowledge & Communities — معرفة ومجتمعات.
- Agent Workspace — مساحة الوكيل.
- Special Handling Notes — تنبيهات خاصة للحساب.

Important options:

5) End-to-End Process Cycle

Case lifecycle:

New → Open → Work in Progress → Awaiting Info → Resolved → Closed

Full flow:

Customer (portal/email/chat)
 → Case created
 → Auto-assign (AWA) to agent/team
 → Verify entitlement + SLA starts
 → Investigate (may spawn FSM Work Order or ITSM Incident)
 → Resolve → Customer confirms → Close

Major Issue Management يربط حالات كثيرة بمشكلة واحدة (انقطاع خدمة).

6) Development

Business Rule — verify entitlement on case open

(function executeRule(current, previous) {
 if (current.account.nil()) return;
 var ent = new GlideRecord('sn_entitlement');
 ent.addQuery('account', current.account);
 ent.addActiveQuery();
 ent.query();
 if (!ent.hasNext()) {
 gs.addInfoMessage('No active entitlement for this account.');
 }
})(current, previous);

Advanced Work Assignment (AWA)

AWA يوزّع الحالات بناءً على المهارات والسعة (capacity) بدل الإسناد اليدوي.
Navigate: All > Advanced Work Assignment > Service Channels. — Open direct

Development topics:
- Case form & UI policies.
- Email-to-case (inbound actions).
- Flow Designer for case approvals/escalations.
- Playbooks (guided process for agents).
- Integration to FSM (create Work Order from case).

7) Administration

Key roles:
- sn_customerservice_agent — وكيل خدمة العملاء.
- sn_customerservice_manager — المدير.
- sn_customerservice.customer / consumer — العميل الخارجي.
- sn_customerservice.partner — الشريك.

8) Hands-on Labs

Lab 1 — Foundation:
1. Create an Account, then a Contact under it.
2. Register a Product/Asset for the account.

Lab 2 — Case end-to-end:
1. Navigate: All > Customer Service > Cases > Create New. — Open direct
2. Set account/contact, type, priority.
3. Use Agent Workspace to work and resolve it.

Lab 3 — Entitlement + SLA:
1. Create an entitlement for the account.
2. Open a case → confirm SLA timer.

Lab 4 — Portal self-service:
1. Open the Customer Service Portal.
2. Submit a case as a customer (impersonate).

Lab 5 — AWA:
1. Configure a Service Channel + queue.
2. Route a new case automatically to an agent.

9) Best Practices & Common Mistakes

Best practices:
- Use Configurable Workspace, not legacy forms, for agents.
- Drive routing with AWA (skills + capacity).
- Model accounts/contacts cleanly before go-live.
- Use Playbooks for complex case types.

Common mistakes:
- الخلط بين ITSM (داخلي) و CSM (خارجي).
- تجاهل Entitlements فيُخدم عميل غير مستحق.
- بناء الإسناد يدويًا بدل AWA.

10) CIS-CSM Exam Focus

High-yield:
- Account / Contact / Consumer model (B2B vs B2C).
- Case lifecycle & states.
- Entitlements & service contracts (who can get support).
- Advanced Work Assignment (skills, capacity, queues).
- Special Handling Notes.
- Major Issue Management.
- CSM ↔ FSM ↔ ITSM integration points.
- Customer Service Portal & Communities.

Exam tip: — احفظ من يستطيع فتح حالة، وكيف يُتحقق من الاستحقاق، وكيف يُوزَّع العمل (AWA).

11) Portals, Workspaces, Role Hierarchy & Feature Catalog

ملاحظة عن الروابط:
URLs الـ Workspaces قد تختلف حسب الإصدار والـ App Config.

11.1 Service Portals (customers)

11.2 Workspaces (agents/managers)

الوكلاء يعملون في Configurable Workspace (يدعم Playbooks وAWA وTimeline).

11.3 Role Hierarchy

admin
└─ sn_customerservice_manager
 └─ sn_customerservice_agent (يعمل على الحالات)
 └─ sn_customerservice_agent (skills/queues)
External:

sn_customerservice.customer_admin (مسؤول حساب العميل)
└─ sn_customerservice.customer (جهة اتصال B2B)
sn_customerservice.consumer (B2C)
sn_customerservice.partner / partner_admin (الشركاء)

11.4 Full Business Cycle

Customer (/csm, email, chat, phone, social)
 → Case created (sn_customerservice_case)
 → Verify Account/Contact + Entitlement + Contract/SLA
 → AWA routes to agent (skills + capacity)
 → Agent (Workspace) uses Playbook
 ↳ needs field visit → FSM Work Order
 ↳ needs IT fix → ITSM Incident
 ↳ many customers affected → Major Issue Management
 → Resolve → customer confirmation → Close → CSAT

11.5 Feature Catalog

Process features:
- Case Management (B2B/B2C), Major Issue Management.
- Entitlements, Service Contracts, SLAs.
- Advanced Work Assignment (AWA).
- Playbooks (guided agent process).
- Special Handling Notes.
- Proactive Customer Service Operations (CMDB/service-aware).
- Communities & Knowledge.
- Customer/Consumer portals + self-service.
- Outsourced/Partner management.

Platform features used:
- Configurable Agent Workspace + Timeline.
- Omni-channel (chat, email-to-case, phone, messaging).
- Flow Designer (escalations/approvals).
- Predictive Intelligence (case categorization).
- Now Assist for CSM (summaries, replies).
- Virtual Agent (deflection).
- Performance Analytics + CSAT surveys.

12) End-to-End Implementation (Post-Activation)

اقرأ هذا بعد تثبيت CSM وتشغيل Guided Setup.

12.1 Application Menus map

All > Customer Service
 ├─ Cases (Create New / Open / My / All / Escalated)
 ├─ Customers (Accounts / Contacts / Consumers / Partners)
 ├─ Products (Products / Assets / Install Base)
 ├─ Entitlements / Contracts / SLAs
 ├─ Major Issues
 ├─ Special Handling Notes
 └─ Administration (Case types, States, Channels)
All > Advanced Work Assignment
 ├─ Service Channels / Queues / Assignment Rules
 └─ Agent Presence / Capacity
All > Service Portal (Customer Service Portal /csm)
All > Knowledge / Communities
All > Playbooks (Process Definitions)

12.2 Core tables to know

12.3 End-to-end build order

1. Foundation:
   - Accounts → Contacts (B2B) or Consumers (B2C).
   - Products / Install Base.
2. Entitlements & Contracts:
   - Define who is eligible for support + SLAs.
3. Channels:
   - Email-to-case, Chat, Phone, Messaging, Portal.
   All > Customer Service > Administration > Channels. — Open direct
4. Case configuration:
   - Case types, states, categories, assignment.
5. Advanced Work Assignment (AWA):
   - Service Channels → Queues → routing by skills/capacity.
   All > Advanced Work Assignment. — Open direct
6. Playbooks:
   - Guided steps for complex case types.
7. SLAs:
   - Contract SLAs + escalations.
8. Knowledge & Communities:
   - KB with customer criteria; community setup.
9. Portal:
   - Customer Service Portal /csm (pages, widgets, branding).
10. Workspace:
    - CSM Configurable Workspace /now/cwf/agent.
11. Integrations:
    - CSM → FSM (work order), CSM → ITSM (incident).
12. Reporting + Test + Deploy.

12.4 All configuration pages

Study path note: — للدراسة من الصفر اتبع: STUDY_ROADMAP.md

13) Options & Instance Notes

14) Implementation Scenarios, Options, Best Practices & Customizations

Playbook: MODULE_IMPLEMENTATION_PLAYBOOK.md → CSM

14.1 Scenarios

14.2 Options matrix

14.3 Plugins

CSM core, Advanced Fulfillment, Entitlement Management — Store + Guided Setup CSM

14.4 Roles

sn_customerservice.agent, manager, entitlement administrators, partner roles (if B2B2C).

14.5 Common developments

Account hierarchy, entitlement scripts, case types per product, portal branding, chat/virtual agent, integration to CRM (Salesforce spoke).

14.6 Best practices

Entitlements before go-live for B2B; separate consumer vs business account models; AWA pilot with small team.

14.7 Go-live

• [ ] Entitlement tests per contract tier
• [ ] Portal UAT on mobile
• [ ] Case→WO if FSM in scope

15) Zero-to-Hero End-to-End Implementation (Scratch → Go-Live)

Framework: MODULE_ZERO_TO_HERO_CONSULTING.md

من Accounts/Entitlements حتى Portal + Agent Workspace + SLA.

15.1 Business goals

15.2 Phase 0 — Discover

B2C vs B2B, account model, SLAs per contract, partner access?

15.3 Phase 1 — Activate

CSM apps, Entitlements, AWA — Guided Setup CSM.

15.4 Phase 2 — Foundation (Week 2–4)

Accounts, contacts, entitlements, case types, roles.

15.5 Phase 3 — Routing & SLA (Week 4–6)

AWA skills, queues, contract SLAs, case lifecycle.

15.6 Phase 4 — Portal (Week 6–8)

/csm branding, knowledge, logged-in case creation.

15.7 Phase 5 — FSM link (optional)

Case→Work Order integration (FSM.md).

15.8 Phase 6 — UAT & go-live

Entitlement tier test, mobile portal, escalation path.

15.9 Phase 7 — Operate

CSAT, case aging, entitlement audit.

15.10 Master checklist

• [ ] Entitlements · [ ] Portal UAT · [ ] AWA pilot · [ ] Prod

16) Full E2E Practice · Pages · Requirements · Options (AR + EN)

B2B customer service · Entitlements drive what customers can open.

16.1 Business goals

Why buy CSM: English: B2C ITSM is wrong tool — CSM has accounts, entitlements, and partner models. — CSM للعملاء الخارجيين — حسابات، عقود، مستويات خدمة — ليس incident للموظف الداخلي.

16.2 Requirements

16.3 Consultation cycle

16.4 Options (A / B / C)

16.5 All pages (Navigate)

16.6 Full PDI lab (17 steps)

16.7 Sign-off

• [ ] Entitlement matrix signed by Sales · [ ] Portal branded · [ ] Tier SLA UAT · [ ] AWA pilot group trained

§17 — Power User Playbook (CSM)

17.1 Personas

كل دور له Workspace مختلف. CSR يستخدم /now/cwf/agent بينما العميل يستخدم /csm.

17.2 Day-in-Life — Customer

1. Log into /csm (or SSO via partner federation).
2. Browse KB → search “API rate limit”.
3. Click “Open a case” — submit form (subject, description, severity, product).
4. Get instant case number; live chat with Virtual Agent.
5. Track case in /csm?id=my_cases.
6. Leave CSAT on close.

17.3 Day-in-Life — CSR

1. Workspace /now/cwf/agent — incoming queue (skill-based routing via AWA).
2. Pick case; identify Account via email domain.
3. Check entitlement (contract → service offering → SLA).
4. Use Now Assist to summarize past 3 cases for this account.
5. Link to KB; if known issue → resolve. Otherwise escalate or schedule callback.
6. Send branded email reply via template.

17.4 Top 20 CSM Scripts (full code)

1. Auto-link case to Account by email domain

// Business Rule on sn_customerservice_case (before, insert)
(function (current, previous) {
 if (current.account.nil() && !current.contact.nil()) {
 var contact = new GlideRecord('customer_contact');
 if (contact.get(current.getValue('contact'))) {
 if (!contact.account.nil()) {
 current.setValue('account', contact.getValue('account'));
 return;
 }
 }
 }
 // Fallback: parse email
 var email = (current.getValue('contact_email') || '').toLowerCase();
 var domain = email.split('@')[1];
 if (!domain) return;
 var acct = new GlideRecord('customer_account');
 acct.addQuery('u_email_domain', domain);
 acct.setLimit(1);
 acct.query();
 if (acct.next()) {
 current.setValue('account', acct.getUniqueValue());
 }
})(current, previous);

2. Entitlement check before service delivery

var CSMEntitlementChecker = Class.create();
CSMEntitlementChecker.prototype = {
 initialize: function {},

/* Returns { entitled: true|false, contract, sla, reason } /
check: function (caseSysId) {
var gr = new GlideRecord(‘sn_customerservice_case’);
if (!gr.get(caseSysId)) {
return { entitled: false, reason: ‘case_not_found’ };
}
var acctId = gr.getValue(‘account’);
var prodId = gr.getValue(‘product’);

// Active service contract?
var c = new GlideRecord(‘ast_service_contract’);
c.addQuery(‘account’, acctId);
c.addQuery(‘active’, true);
c.addQuery(‘starts’, ‘<=’, new GlideDateTime());
c.addQuery(‘ends’, ‘>=’, new GlideDateTime());
c.setLimit(1);
c.query();
if (!c.next()) {
return { entitled: false, reason: ‘no_active_contract’ };
}

// Service offering covered?
var so = new GlideRecord(‘ast_contract_offering’);
so.addQuery(‘contract’, c.getUniqueValue());
so.addQuery(‘service_offering.product’, prodId);
so.setLimit(1);
so.query();
if (!so.next()) {
return { entitled: false, reason: ‘product_not_in_contract’,
contract: c.getUniqueValue() };
}

return {
entitled: true,
contract: c.getUniqueValue(),
sla: so.getValue(‘sla’)
};
},

type: ‘CSMEntitlementChecker’
};

3. Contract expiration alert (90/60/30 days)

// Scheduled Job — daily 09:00
(function {
 var thresholds = [90, 60, 30];
 thresholds.forEach(function (days) {
 var target = new GlideDateTime();
 target.addDaysLocalTime(days);

var c = new GlideRecord(‘ast_service_contract’);
c.addQuery(‘ends’, ‘=’, target.getDate());
c.addQuery(‘active’, true);
c.query();

while (c.next()) {
gs.eventQueue(‘x_csm.contract.expiring’,
c, c.getValue(‘account’), days);
}
});
})();

4. Account 360 KPI rollup

var CSMAccount360 = Class.create();
CSMAccount360.prototype = {
 initialize: function {},

/* Returns full health snapshot /
snapshot: function (accountSysId) {
var snap = { account: accountSysId };

// Open cases
var open = new GlideAggregate(‘sn_customerservice_case’);
open.addQuery(‘account’, accountSysId);
open.addActiveQuery();
open.addAggregate(‘COUNT’);
open.groupBy(‘priority’);
open.query();
snap.open_cases = {};
while (open.next()) {
snap.open_cases[open.getValue(‘priority’)] =
parseInt(open.getAggregate(‘COUNT’), 10);
}

// CSAT last 90 days
var csat = new GlideAggregate(‘asmt_assessment_instance’);
csat.addQuery(‘table_name’, ‘sn_customerservice_case’);
csat.addQuery(‘account’, accountSysId);
var since = new GlideDateTime();
since.addDaysLocalTime(-90);
csat.addQuery(‘sys_created_on’, ‘>=’, since);
csat.addAggregate(‘AVG’, ‘metric_results.normalized_value’);
csat.query();
snap.csat_90d = csat.next() ?
parseFloat(csat.getAggregate(‘AVG’, ‘metric_results.normalized_value’)) : null;

// Contract status
var c = new GlideRecord(‘ast_service_contract’);
c.addQuery(‘account’, accountSysId);
c.addActiveQuery();
c.query();
snap.active_contracts = c.getRowCount();

// Opportunities (if Salesforce sync)
// … etc

return snap;
},

type: ‘CSMAccount360’
};

5. Auto-create opportunity from “buying signal”

// Trigger when case keywords match
(function (current, previous) {
 var keywords = ['add seats', 'upgrade plan', 'enterprise', 'multi-year', 'rfp'];
 var desc = (current.getValue('description') || '').toLowerCase();
 var hit = keywords.some(function (k) { return desc.indexOf(k) > -1; });
 if (hit && current.opened_at.changes()) {
 var opp = new GlideRecord('sn_sales_opportunity');
 opp.initialize();
 opp.setValue('account', current.getValue('account'));
 opp.setValue('source_case', current.getUniqueValue());
 opp.setValue('stage', 'qualification');
 opp.setValue('short_description', 'Lead from case ' + current.getValue('number'));
 opp.insert();
 }
})(current, previous);

6. CSAT trigger on case close

// Business Rule on close
(function (current, previous) {
 if (current.state.changes() && current.getValue('state') === 'closed') {
 var inst = new GlideRecord('asmt_assessment_instance');
 inst.initialize();
 inst.setValue('metric_type', 'csm_csat_v1'); // pre-defined Metric Type
 inst.setValue('user', current.getValue('contact'));
 inst.setValue('table_name', 'sn_customerservice_case');
 inst.setValue('document_id', current.getUniqueValue());
 inst.setValue('state', 'ready');
 inst.insert();
 }
})(current, previous);

7. NPS calculator with breakdowns

var CSMNPSCalculator = Class.create();
CSMNPSCalculator.prototype = {
 initialize: function {},

calculate: function (periodDays, accountFilter) {
periodDays = parseInt(periodDays, 10) || 90;
var since = new GlideDateTime();
since.addDaysLocalTime(-periodDays);

var agg = new GlideAggregate(‘asmt_metric_result’);
agg.addQuery(‘instance.metric_type.name’, ‘NPS Survey’);
agg.addQuery(‘instance.sys_created_on’, ‘>=’, since);
if (accountFilter) {
agg.addQuery(‘instance.account’, accountFilter);
}
agg.addAggregate(‘COUNT’, ‘value’);
agg.groupBy(‘value’);
agg.query();

var p = 0, d = 0, total = 0;
while (agg.next()) {
var v = parseInt(agg.getValue(‘value’), 10);
var n = parseInt(agg.getAggregate(‘COUNT’, ‘value’), 10);
total += n;
if (v >= 9) p += n;
else if (v <= 6) d += n;
}
if (total === 0) return null;
return { promoters: p, detractors: d, total: total,
nps: Math.round((p - d) / total * 100) };
},

type: ‘CSMNPSCalculator’
};

8. Multi-tier escalation timer

// Scheduled Job — every 15 min
(function {
 var gr = new GlideRecord('sn_customerservice_case');
 gr.addQuery('active', true);
 gr.addQuery('escalation', '<', 3);
 gr.query();

while (gr.next()) {
var sla = _slaForCase(gr);
if (!sla) continue;
var ageMin = _ageMin(gr.getValue(‘sys_created_on’));
var newLevel = gr.getValue(‘escalation’);

if (ageMin >= sla.tier3_min) newLevel = 3;
else if (ageMin >= sla.tier2_min) newLevel = 2;
else if (ageMin >= sla.tier1_min) newLevel = 1;

if (newLevel != gr.getValue(‘escalation’)) {
gr.setValue(‘escalation’, newLevel);
gr.update();
gs.eventQueue(‘x_csm.case.escalated’, gr, gr.getValue(‘number’), newLevel);
}
}

function _ageMin(created) {
var c = new GlideDateTime(created);
return Math.round((new GlideDateTime().getNumericValue() -
c.getNumericValue()) / 60000);
}
function _slaForCase(gr) {
// simplified
return { tier1_min: 30, tier2_min: 120, tier3_min: 480 };
}
})();

9. Partner case routing

// On case create — if account.type=partner, route to partner support queue
(function (current, previous) {
 if (current.account.nil()) return;
 var acct = new GlideRecord('customer_account');
 if (!acct.get(current.getValue('account'))) return;
 if (acct.getValue('type') === 'partner') {
 var partnerGroup = gs.getProperty('x_csm.partner_support_group');
 current.setValue('assignment_group', partnerGroup);
 }
})(current, previous);

10. Connected Customer login provisioning

// Triggered when first case opened for an unknown contact
(function provision(contactSysId, email) {
 var u = new GlideRecord('sys_user');
 u.addQuery('email', email);
 u.setLimit(1);
 u.query();
 if (u.hasNext()) return;

var contact = new GlideRecord(‘customer_contact’);
if (!contact.get(contactSysId)) return;

// Create sys_user
u.initialize();
u.setValue(‘first_name’, contact.getValue(‘first_name’));
u.setValue(‘last_name’, contact.getValue(‘last_name’));
u.setValue(‘email’, contact.getValue(‘email’));
u.setValue(‘user_name’, contact.getValue(‘email’));
u.setValue(‘active’, true);
u.setValue(‘source’, ‘csm_self_provisioned’);
var userId = u.insert();

// Add to customer role
var grp = new GlideRecord(‘sys_user_grmember’);
grp.initialize();
grp.setValue(‘user’, userId);
var role = new GlideRecord(‘sys_user_group’);
if (role.get(‘name’, ‘Customer Portal Users’)) {
grp.setValue(‘group’, role.getUniqueValue());
grp.insert();
}

// Send welcome email with password reset link
gs.eventQueue(‘x_csm.contact.welcome’, u, userId, email);
})(‘CONTACT_SYS_ID’, ‘[email protected]’);

11–20. Quick recipes

17.5 CSM Workspace Customization

§18 — From-Scratch Implementation (Day 0 → Day 30)

18.1 Roadmap

18.2 Day-by-day

Day 0 — Preparation
- Customer journey map (touchpoints)
- SLA model (severity vs response/resolution)
- Entitlement model (which products covered per contract tier)
- Current tool: Salesforce Service Cloud? Zendesk? Internal? Migration plan
- Personas + escalation chain

Day 1 — Plugin activation

Navigate: All > System Applications
Activate:
- com.sn_customerservice (CSM Core)
- com.sn_cs_workspace (Configurable Workspace)
- com.snc.advanced_work_assignment (AWA)
- com.snc.service_management.case (if Multi-Channel)
- com.snc.iva (Virtual Agent)
Then: All > Guided Setup > Customer Service Management

Day 2-3 — Account/Contact model
- Salesforce bi-directional sync via IntegrationHub
- Bulk import (50K accounts, 500K contacts) using Import Set + IRE rules
- Partners + Consumers split

Day 4 — Multi-tier hierarchy
- Account parent/child (3 levels)
- Partners managed by Master account
- Consumer accounts (B2C)

Day 5 — Install Base / Assets / Products
- cmdb_ci_install_base for each install
- Asset → IB link
- Products from PIM (Product Information Management)

Day 6-7 — Entitlements + Service Contracts

Day 8 — Case types, states, categories

States: New → Open → Awaiting Info → Resolved → Closed

Day 9-10 — Customer Portal /csm branding
- Theme (CSS variables)
- Logo, fonts, colors
- Custom widgets (announcement, account dashboard, KB browser)
- Service Portal Designer

Day 11 — Customer Catalog
- “Request service” item
- “Schedule installation”
- “Schedule callback”

Day 12 — Customer KB
- Public KB
- Customer-only KB (auth required)
- AI Search enabled

Day 13-14 — CSR Workspace (CSM CWS)
- Inbox configuration
- Composer + reply templates
- Account 360 page

Day 15 — Skill-based routing (AWA)
- Skills: Product A, Product B, Spanish, Tier-2
- Routing rules: severity × product × language

Day 16 — Channels
- Email inbound (with watermark for replies)
- Chat (Service Portal widget + Virtual Agent fallback)
- Voice (Genesys/Cisco integration)
- WhatsApp Business via Twilio
- Social (Twitter)

Day 17 — Virtual Agent
- Top 10 topics (Order status, Account update, Password reset, Billing inquiry, Cancel service, etc.)
- Handoff to live agent

Day 18 — Contract SLAs
- Definition per entitlement
- Pause conditions: awaiting customer, weekend, holiday

Day 19-20 — Reports + Dashboards

4-tile Executive Dashboard:
| Tile | Metric |
|—|—|
| Cases by Severity | Stacked Bar |
| CSAT trend | Line, 90-day |
| SLA breach % | Single Score |
| Top Accounts by Volume | Bar list |

Day 21 — Salesforce bi-directional

Sync table:
| SFDC Object | SN Table |
|—|—|
| Account | customer_account |
| Contact | customer_contact |
| Case | sn_customerservice_case |
| Opportunity | sn_sales_opportunity |
| Contract | ast_service_contract |

Frequency: real-time via webhook + nightly reconciliation.

Day 22 — Stripe / Billing
- Sync subscriptions, invoices, dunning state
- Auto-create case for failed payments

Day 23 — Now Assist for CSM
- Case summary
- Reply draft
- Sentiment
- Similar cases
- Customer journey suggestion

Day 24 — ATF
- 15 scenarios covering portal, workspace, integration, escalation

Day 25 — Training
- CSR (1 day)
- Account Manager (½ day)
- Partner portal demo
- Customer-facing portal demo (recorded video)

Day 26-27 — UAT + Load Test
- 30 scenarios
- Load test: 1000 concurrent customers, 50 CSRs

Day 28 — Go-Live readiness
- Final cutover plan
- Comms to customers (T-7, T-1, Day 1)

Day 29 — Soft launch
- 10% customer cohort
- Monitor + iterate

Day 30 — Full Go-Live + Hypercare
- 24/7 war-room first 72h
- Daily review

18.3 KPIs Month 1

§19 — CIS-CSM Exam & Z-to-Hero Feature Labs

19.1 Exam bank

Primary: C:\SVCProject\EXAM_BANK_CSM_360.md (~120 Q, 95 KB).

19.2 Z-to-Hero Feature Labs (12 labs)

19.3 Top 15 CSM must-know concepts

1. Account vs Contact vs Consumer (different tables)
2. Entitlement: B2B contractual access
3. Service Contract: contains entitlements + SLAs per tier
4. AWA (Advanced Work Assignment): skill + capacity routing
5. CSM Workspace components (Inbox, Composer, AC360)
6. Customer Portal /csm vs /csp (consumer)
7. Major Outage: bulk-link cases, impacted CIs
8. Case relationships (parent, child, related)
9. Install Base (cmdb_ci_install_base) vs Asset
10. Knowledge for customers (public vs auth-only)
11. CSAT trigger on case close
12. Partner portal for resellers
13. Multi-channel ingestion (email, chat, phone, social, WhatsApp)
14. Engagement → Opportunity (sales handoff)
15. Now Assist for CSM (summarize, reply draft, sentiment)

19.4 5 sample CIS-CSM questions

Q1. AWA differs from Assignment Rules because:
A. AWA considers skill + capacity + service hours; Assignment Rules are static condition-based
B. They’re identical
C. AWA is only for incidents
D. AWA requires Now Assist

Answer: A

Q2. Where does the entitlement check happen on case creation?
A. Business Rule on sn_customerservice_case (before-insert)
B. ACL
C. UI Policy
D. Service Portal client-side

Answer: A

Q3. Major Outage flag triggers:
A. Banner on Customer Portal
B. Bulk-link of impacted cases
C. Notifications to subscribed customers
D. All of the above

Answer: D

Q4. Install Base table is:
A. alm_asset
B. cmdb_ci_install_base
C. sn_customerservice_contract
D. customer_account

Answer: B

Q5. CSR Workspace URL is:
A. /csm
B. /now/cwf/agent
C. /now/sow/home
D. /csp

Answer: B

Use EXAM_BANK_CSM_360.md for remaining 115+ questions.

19.5 What “Hero” looks like for CSM

Builds customer service operation: hierarchical accounts + entitlements, AWA routing, branded portal, major outage automation, multi-channel ingestion, Now Assist on every case, Salesforce sync. Passes CIS-CSM with ≥85%.

Hands-on Labs — مختبرات عملية

1. Lab 1 — B2B account & contact / حساب وجهة اتصال
   - Create account at {BASE}/customer_account.do?sys_id=-1.
   - Add contact; link contact to account.

2. Lab 2 — Entitlement & contract / استحقاق وعقد
   - Create entitlement at {BASE}/sn_entitlement_list.do.
   - Link to account and product; set SLA tier.

3. Lab 3 — Case lifecycle / دورة حياة القضية
   - Open case at {BASE}/sn_customerservice_case.do?sys_id=-1.
   - Verify entitlement auto-populates; resolve and close.

4. Lab 4 — Customer Portal / بوابة العميل
   - Log in to {BASE}/csm as customer contact.
   - Submit case; track status.

5. Lab 5 — AWA routing / توجيه AWA
   - Configure AWA at {BASE}/awa_configuration_list.do.
   - Route cases by product line or priority.

6. Lab 6 — CSM → FSM handoff / تسليم إلى FSM
   - From case, create linked Work Order (if FSM licensed).
   - Track fulfillment end-to-end.

7. Lab 7 — CSM Workspace / مساحة عمل CSM
   - Work queue at {BASE}/now/csm/workspace.
   - Use macros and templates for responses.

Best Practices — أفضل الممارسات

Deployment Checklist — قائمة النشر

Direct URLs Quick Reference

§20 — Deep Implementation Labs, Scripts & Deploy Runbook

Appendix: Professional create → configure → deploy sequence for CSM on Australia instances.
Token: Replace {BASE} with https://YOUR_INSTANCE.service-now.com (e.g. PDI or sub-prod).
Scope: HR Leave project reference scope x_786686_hr_leave — CSM is adjacent module for customer-facing ops.
Related: implementation/CSM_IMPLEMENTATION_FROM_SCRATCH_TO_PRO.md

20.1 Three-Phase Implementation Model

20.2 CREATE Phase — Install & Foundation

Step C1 — Verify instance & entitlement

Step C2 — Guided Setup wizard

Step C3 — Roles, groups, Update Set

20.3 CONFIGURE Phase — Build Customer Service Operation

Step F1 — Account / Contact / Product foundation

Step F2 — Contract, Entitlement, SLA

Step F3 — AWA routing (skills + capacity)

Step F4 — Portal & Workspace

Step F5 — Flow Designer escalation

20.4 DEPLOY Phase — Test, Transport, Go-Live

Step D1 — ATF smoke tests

Step D2 — Update Set export & prod deploy

Step D3 — Hypercare runbook (first 72h)

20.5 Full Component URL Catalog (CSM)

20.6 Deep Hands-On Labs (8 labs — exact clicks)

Prefix all pilot records with LAB-CSM- for easy cleanup.
Duration: ~45 min each · Instance: PDI or AU sub-prod.

Lab 1 — Plugin activation & Guided Setup (CREATE)

Goal: CSM application menus visible with baseline config captured in Update Set.

1. Log in as admin → open {BASE}/stats.do → note Build name and Instance ID.
2. Filter Navigator: type Update Sets → Local Update Sets → New.
3. Name CSM_LAB01_CREATE, State In progress → Submit.
4. Navigate {BASE}/v_plugin_list.do?sysparm_query=nameCONTAINScustomerservice.
5. If Customer Service Management shows Inactive → open record → Activate/Upgrade → wait for completion banner.
6. Open {BASE}/now/guided-setup → select Customer Service Management → complete Foundation and Case Management sections.
7. Verify: Filter Navigator → type Customer Service → confirm Cases, Accounts, Entitlements appear.
8. Verify: {BASE}/sys_update_set_list.do shows captured plugin/config rows in CSM_LAB01_CREATE.

Lab 2 — B2B Account hierarchy + Contact (CONFIGURE)

Goal: Three-level account tree with primary contact and email domain for auto-link.

1. Open {BASE}/customer_account.do?sys_id=-1.
2. Create parent: Name=LAB-CSM-Parent AU, Account code=LCP-AU → Submit.
3. New again: Name=LAB-CSM-Child Sydney, Parent account=LAB-CSM-Parent AU → Submit.
4. Open parent record → Related List Contacts → New.
5. Contact: Name=Alex Chen, Email=[email protected], Primary=true → Submit.
6. Optional: field Email domain on account = labcsm.example (if custom field exists).
7. Open {BASE}/customer_account_list.do?sysparm_query=nameSTARTSWITHLAB-CSM → confirm 2 rows.
8. Verify: Account 360 shows contact on parent; child inherits visibility per config.

Lab 3 — Gold Entitlement + Contract SLA (CONFIGURE)

Goal: Entitlement drives 4h response SLA on new case.

1. Create product at {BASE}/sn_customerservice_product.do?sys_id=-1: Name=LAB-CSM-Product Gold.
2. Create contract {BASE}/ast_contract.do?sys_id=-1: Account=LAB-CSM-Parent AU, Active=true, Start=today, End=+1 year.
3. Create entitlement {BASE}/sn_entitlement.do?sys_id=-1: Account, Contract, Product, Tier=Gold.
4. Open {BASE}/contract_sla_list.do?sysparm_query=collection%3Dsn_customerservice_case → New SLA: Name=LAB Gold 4h Response, Duration=4 hours, Schedule=8x5.
5. Link SLA to entitlement tier (contract offering or entitlement SLA field per your version).
6. Create case {BASE}/sn_customerservice_case.do?sys_id=-1: Account=LAB-CSM-Parent AU, Contact=Alex Chen, Product=LAB-CSM-Product Gold.
7. Submit → Related Lists → Task SLAs → confirm SLA timer started with 4h target.
8. Verify: {BASE}/task_sla_list.do?sysparm_query=task.account.nameSTARTSWITHLAB-CSM.

Lab 4 — AWA skill routing end-to-end (CONFIGURE)

Goal: New case auto-routes to Gold queue when agent is Available.

1. Create skill: All > Advanced Work Assignment > Skills > New → Name=LAB Product Gold → {BASE}/cmn_skill.do?sys_id=-1.
2. Assign skill to user csr.agent1: User record → Skills related list → Edit.
3. Service Channel {BASE}/awa_service_channel_list.do → confirm Case channel active.
4. Queue {BASE}/awa_queue.do?sys_id=-1: Name=LAB Gold Queue, Channel=Case, Assignment group=CSM Tier-1 Agents, Skill=LAB Product Gold.
5. AWA Configuration {BASE}/awa_configuration_list.do → enable routing for sn_customerservice_case.
6. Set agent presence {BASE}/awa_agent_presence_list.do: csr.agent1 = Available, Capacity=5.
7. Impersonate csr.agent1 {BASE}/impersonate_user.do → set Available in workspace header if prompted.
8. As admin, create new case with Product Gold → confirm assignment lands on csr.agent1 or Gold queue within 60s.
9. Verify: Case Assigned to field populated; AWA work item visible in {BASE}/now/csm/workspace.

Lab 5 — Customer Portal self-service case (CONFIGURE)

Goal: External contact submits case via /csm and tracks status.

1. Ensure contact Alex Chen has portal role sn_customerservice.customer (or consumer equivalent).
2. Open {BASE}/sp_portal_list.do → open Customer Service Portal → confirm Active.
3. Impersonate Alex Chen {BASE}/impersonate_user.do.
4. Browse {BASE}/csm → Get Help or Open a Case (widget name varies by theme).
5. Fill: Subject=LAB Portal outage, Description=Cannot login since 09:00 AEST, Priority=3 → Submit.
6. Note case number on confirmation screen → open My Cases widget {BASE}/csm?id=my_cases.
7. End impersonation → as csr.agent1 open case in workspace → add work note → set Awaiting Info → Resolve.
8. Re-impersonate contact → refresh My Cases → status Resolved.
9. Verify: Case appears on account related list {BASE}/customer_account_list.do?sysparm_query=name%3DLAB-CSM-Parent%20AU.

Lab 6 — Email-to-Case channel (CONFIGURE)

Goal: Inbound email creates case linked to account.

1. All > Customer Service > Administration > Channels → {BASE}/sn_customerservice_channel_list.do.
2. Open Email channel → note inbound address e.g. support@YOUR_INSTANCE.service-now.com.
3. All > System Policy > Inbound Actions → {BASE}/sysevent_in_email_action_list.do → confirm CSM email action active on sn_customerservice_case.
4. Send test email from [email protected] with subject LAB Email Case to inbound address.
5. Wait 2–5 min → open {BASE}/sn_customerservice_case_list.do?sysparm_query=short_descriptionLIKElab%20email.
6. Confirm Account auto-linked if domain rule configured (see §17 script #1).
7. Verify: Case source/channel = Email; contact populated.

Lab 7 — CSM → FSM Work Order handoff (INTEGRATION)

Goal: Case spawns field work order when onsite visit required.

1. Prerequisite: FSM plugin active {BASE}/v_plugin_list.do?sysparm_query=nameCONTAINSwork_management.
2. Open existing LAB case → UI Action Create Work Order (or Flow) → if missing, enable OOTB UI action in {BASE}/sys_ui_action_list.do?sysparm_query=nameLIKEwork%20order.
3. Click Create Work Order → confirm redirect to new WO {BASE}/wm_order.do?sys_id=-1.
4. Set Location, Short description=LAB onsite repair, link Case field → Submit.
5. Open WO → confirm Case reference points to CSM case.
6. Complete WO lifecycle (see FSM.md §20) → close WO.
7. Return to case → confirm state/note reflects WO completion.
8. Verify: Related list Work Orders on case record.

Lab 8 — Deploy Update Set to target (DEPLOY)

Goal: Transport CSM config safely with smoke test.

1. Complete Update Set CSM_AU_Implement_2026 {BASE}/sys_update_set_list.do.
2. Export XML or use Batch Install per your release process.
3. In target instance: Retrieved Update Sets → Import Update Set from XML {BASE}/sys_remote_update_set_list.do.
4. Preview → resolve any Customer Service table collisions → Commit.
5. Run ATF suite {BASE}/sys_atf_test_suite_list.do → all pass.
6. Smoke: create case {BASE}/sn_customerservice_case.do?sys_id=-1 → verify SLA + AWA.
7. Smoke: portal {BASE}/csm loads without 404.
8. Verify: {BASE}/stats.do build matches source; hypercare checklist §20.4 complete.

20.7 Implementation Scripts & REST URLs

Script A — Table API: create case from external system

// Run in Scripts - Background or Postman
// POST {BASE}/api/now/table/sn_customerservice_case
// Headers: Authorization: Basic / OAuth, Content-Type: application/json
var requestBody = {
  short_description: 'API Lab - integration test',
  account: 'ACCOUNT_SYS_ID',
  contact: 'CONTACT_SYS_ID',
  priority: '3',
  u_source: 'rest_lab'
};
// Expected: 201 Created → check {BASE}/sn_customerservice_case_list.do?sysparm_query=u_source=rest_lab

Script B — Scheduled entitlement expiry alert

// Scheduled Script Execution — daily 08:00 Australia/Sydney
(function () {
  var warnDays = 30;
  var cutoff = new GlideDateTime();
  cutoff.addDaysLocalTime(warnDays);
  var ent = new GlideRecord('sn_entitlement');
  ent.addQuery('active', true);
  ent.addQuery('end_date', '<=', cutoff.getDate());
  ent.addQuery('end_date', '>=', new GlideDateTime().getDate());
  ent.query();
  while (ent.next()) {
    gs.eventQueue('x_csm.entitlement.expiring', ent,
      ent.getValue('account'), warnDays + '');
  }
})();
// Configure notification: {BASE}/sysevent_email_action_list.do

Script C — AWA queue depth monitor (hypercare)

// Background script — paste in {BASE}/sys.scripts.do
var q = new GlideAggregate('awa_work_item');
q.addQuery('queue.name', 'LAB Gold Queue');
q.addQuery('state', 'pending');
q.addAggregate('COUNT');
q.query();
var depth = q.next() ? parseInt(q.getAggregate('COUNT'), 10) : 0;
gs.info('CSM LAB Gold Queue depth: ' + depth);
if (depth > 10) {
  gs.eventQueue('x_csm.queue.threshold', q, 'LAB Gold Queue', depth + '');
}

Script D — Portal health check (curl)

# Run from jump host — replace {BASE}
curl -s -o /dev/null -w "%{http_code}" "{BASE}/csm"
# Expect: 200
curl -s "{BASE}/api/now/table/sn_customerservice_case?sysparm_limit=1" \
  -H "Authorization: Bearer TOKEN"
# Expect: 200 with result array

REST endpoint quick reference

20.8 Configuration Decision Log (template)

20.9 Sign-off checklist (CREATE → CONFIGURE → DEPLOY)

• [ ] CREATE: Plugins active · Guided Setup complete · Update Set started · Test users exist
• [ ] CONFIGURE: Account/Entitlement matrix · AWA pilot · Portal branded · SLA attaches · Flow active
• [ ] DEPLOY: ATF green · Update Set committed · Portal/Workspace smoke · Hypercare roster · CSAT enabled
• [ ] Evidence pack: Screenshots + sys_ids stored · Decision log signed · Rollback XML exported from {BASE}/sys_update_set_list.do

Next module: FSM handoff — see FSM.md §20 Lab 7 cross-reference and {BASE}/wm_order_list.do.