Customer Service Management for ServiceNow
CSM enables organizations to deliver exceptional customer service through cases, accounts, and self-service.
CSM Architecture Account (customer_account) ├── Contacts (customer_contact) ├── Contracts (ast_contract) │ └── Entitlements (service_entitlement) ├── Assets (alm_asset) └── Cases (sn_customerservice_case) ├── Case Tasks └── Communications
Key Tables Table Purpose customer_account Customer accounts customer_contact Account contacts sn_customerservice_case Customer cases service_entitlement Service entitlements ast_contract Service contracts Customer Accounts (ES5) Create Customer Account // Create customer account (ES5 ONLY!) var account = new GlideRecord('customer_account'); account.initialize();
// Basic info account.setValue('name', 'Acme Corporation'); account.setValue('account_code', 'ACME-001'); account.setValue('industry', 'Technology');
// Contact info account.setValue('phone', '+1-555-123-4567'); account.setValue('email', 'info@acme.com'); account.setValue('website', 'https://www.acme.com');
// Address account.setValue('street', '123 Main Street'); account.setValue('city', 'San Francisco'); account.setValue('state', 'CA'); account.setValue('zip', '94105'); account.setValue('country', 'US');
// Account details account.setValue('account_type', 'customer'); // customer, partner, vendor account.setValue('tier', 'gold'); // bronze, silver, gold, platinum
// Assignment account.setValue('account_manager', accountManagerSysId);
account.insert();
Create Contact // Create contact for account (ES5 ONLY!) var contact = new GlideRecord('customer_contact'); contact.initialize();
// Link to account contact.setValue('account', accountSysId);
// Contact info contact.setValue('name', 'John Smith'); contact.setValue('email', 'john.smith@acme.com'); contact.setValue('phone', '+1-555-123-4568'); contact.setValue('title', 'IT Manager');
// Contact type contact.setValue('type', 'primary'); // primary, billing, technical contact.setValue('active', true);
// Create user for portal access var user = createUserFromContact(contact); contact.setValue('user', user);
contact.insert();
Customer Cases (ES5) Create Customer Case // Create customer case (ES5 ONLY!) var caseRecord = new GlideRecord('sn_customerservice_case'); caseRecord.initialize();
// Case info caseRecord.setValue('short_description', 'Unable to access product features'); caseRecord.setValue('description', 'Customer reports error when trying to use premium features');
// Classification caseRecord.setValue('category', 'product_issue'); caseRecord.setValue('subcategory', 'access_problem'); caseRecord.setValue('priority', 2);
// Customer caseRecord.setValue('account', accountSysId); caseRecord.setValue('contact', contactSysId);
// Product/Asset caseRecord.setValue('product', productSysId); caseRecord.setValue('asset', assetSysId);
// Assignment caseRecord.setValue('assignment_group', getGroupSysId('Customer Support'));
// Channel caseRecord.setValue('channel', 'email'); // email, phone, chat, web
caseRecord.insert();
Case Routing // Route case based on account and product (ES5 ONLY!) // Business Rule: before, insert, sn_customerservice_case
(function executeRule(current, previous) { if (current.assignment_group) { return; // Already assigned }
var group = determineAssignmentGroup(current);
if (group) {
current.assignment_group = group;
}
})(current, previous);
function determineAssignmentGroup(caseRecord) { // Check for premium support entitlement if (hasPremiumSupport(caseRecord.getValue('account'))) { return getGroupSysId('Premium Support'); }
// Route by product
var product = caseRecord.product.getRefRecord();
if (product.isValidRecord()) {
var supportGroup = product.getValue('support_group');
if (supportGroup) {
return supportGroup;
}
}
// Default
return getGroupSysId('General Support');
}
function hasPremiumSupport(accountSysId) { var entitlement = new GlideRecord('service_entitlement'); entitlement.addQuery('account', accountSysId); entitlement.addQuery('type', 'premium_support'); entitlement.addQuery('start_date', '<=', new GlideDateTime()); entitlement.addQuery('end_date', '>=', new GlideDateTime()); entitlement.query(); return entitlement.hasNext(); }
Entitlements (ES5) Create Service Entitlement // Create entitlement (ES5 ONLY!) var entitlement = new GlideRecord('service_entitlement'); entitlement.initialize();
entitlement.setValue('name', 'Premium Support - Acme Corp'); entitlement.setValue('account', accountSysId); entitlement.setValue('contract', contractSysId);
// Entitlement type entitlement.setValue('type', 'premium_support');
// Dates entitlement.setValue('start_date', '2024-01-01'); entitlement.setValue('end_date', '2024-12-31');
// Limits entitlement.setValue('total_cases', 100); entitlement.setValue('used_cases', 0); entitlement.setValue('remaining_cases', 100);
// SLA entitlement.setValue('response_sla', '4 hours'); entitlement.setValue('resolution_sla', '24 hours');
entitlement.insert();
Check Entitlement // Check if customer is entitled to service (ES5 ONLY!) function checkEntitlement(accountSysId, entitlementType) { var now = new GlideDateTime();
var entitlement = new GlideRecord('service_entitlement');
entitlement.addQuery('account', accountSysId);
entitlement.addQuery('type', entitlementType);
entitlement.addQuery('start_date', '<=', now);
entitlement.addQuery('end_date', '>=', now);
entitlement.query();
if (entitlement.next()) {
var remaining = parseInt(entitlement.getValue('remaining_cases'), 10);
return {
entitled: true,
remaining: remaining,
unlimited: remaining < 0, // -1 = unlimited
expiration: entitlement.getValue('end_date'),
sla: {
response: entitlement.getValue('response_sla'),
resolution: entitlement.getValue('resolution_sla')
}
};
}
return {
entitled: false,
message: 'No active entitlement found'
};
}
Decrement Entitlement // Use entitlement when case created (ES5 ONLY!) // Business Rule: after, insert, sn_customerservice_case
(function executeRule(current, previous) { var accountSysId = current.getValue('account'); if (!accountSysId) return;
var entitlement = new GlideRecord('service_entitlement');
entitlement.addQuery('account', accountSysId);
entitlement.addQuery('type', 'support');
entitlement.addQuery('start_date', '<=', new GlideDateTime());
entitlement.addQuery('end_date', '>=', new GlideDateTime());
entitlement.addQuery('remaining_cases', '>', 0);
entitlement.orderBy('end_date'); // Use earliest expiring first
entitlement.setLimit(1);
entitlement.query();
if (entitlement.next()) {
var used = parseInt(entitlement.getValue('used_cases'), 10);
var remaining = parseInt(entitlement.getValue('remaining_cases'), 10);
entitlement.setValue('used_cases', used + 1);
entitlement.setValue('remaining_cases', remaining - 1);
entitlement.update();
// Link case to entitlement
current.u_entitlement = entitlement.getUniqueValue();
current.update();
// Alert if running low
if (remaining - 1 <= 5) {
gs.eventQueue('entitlement.low', entitlement, accountSysId, (remaining - 1).toString());
}
}
})(current, previous);
Customer Portal (ES5) Portal Case Submission // Widget Server Script for case submission (ES5 ONLY!) (function() { // Handle case creation if (input && input.action === 'createCase') { var contactId = getContactForUser(gs.getUserID()); if (!contactId) { data.error = 'No contact record found'; return; }
var contact = new GlideRecord('customer_contact');
contact.get(contactId);
// Create case
var caseRecord = new GlideRecord('sn_customerservice_case');
caseRecord.initialize();
caseRecord.setValue('short_description', input.subject);
caseRecord.setValue('description', input.description);
caseRecord.setValue('contact', contactId);
caseRecord.setValue('account', contact.getValue('account'));
caseRecord.setValue('priority', input.priority || 3);
caseRecord.setValue('channel', 'web');
var caseSysId = caseRecord.insert();
data.success = true;
data.case_number = caseRecord.getValue('number');
data.case_sys_id = caseSysId;
}
// Get user's cases
if (!input || input.action === 'getCases') {
var contactId = getContactForUser(gs.getUserID());
data.cases = [];
if (contactId) {
var gr = new GlideRecord('sn_customerservice_case');
gr.addQuery('contact', contactId);
gr.orderByDesc('sys_created_on');
gr.setLimit(20);
gr.query();
while (gr.next()) {
data.cases.push({
sys_id: gr.getUniqueValue(),
number: gr.getValue('number'),
short_description: gr.getValue('short_description'),
state: gr.state.getDisplayValue(),
priority: gr.priority.getDisplayValue(),
opened_at: gr.getValue('opened_at')
});
}
}
}
function getContactForUser(userId) {
var contact = new GlideRecord('customer_contact');
contact.addQuery('user', userId);
contact.query();
if (contact.next()) {
return contact.getUniqueValue();
}
return null;
}
})();
MCP Tool Integration Available Tools Tool Purpose snow_query_table Query CSM tables snow_find_artifact Find CSM configurations snow_execute_script_with_output Test CSM scripts snow_deploy Deploy CSM widgets Example Workflow // 1. Query customer cases await snow_query_table({ table: 'sn_customerservice_case', query: 'active=true^priority<=2', fields: 'number,short_description,account,contact,state' });
// 2. Check entitlements
await snow_execute_script_with_output({
script: var result = checkEntitlement('account_sys_id', 'premium_support');
gs.info(JSON.stringify(result));
});
// 3. Find accounts with expiring contracts await snow_query_table({ table: 'ast_contract', query: 'endsBETWEENjavascript:gs.beginningOfToday()@javascript:gs.daysAgoEnd(-30)', fields: 'number,vendor,ends,account' });
Best Practices Account Hierarchy - Parent/child accounts Contact Roles - Clear contact types Entitlements - Track usage limits SLA Mapping - Account tier to SLA Portal Access - Secure customer data Case Routing - Smart assignment Communication - Audit trail ES5 Only - No modern JavaScript syntax