csm-patterns

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", "[email protected]")
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", "[email protected]")
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()