0
3.9.1
Zurich, Yokohama Patch 5, Yokohama, Xanadu Patch 9, Xanadu, Washington DC Patch 3
The Technology Product Support Case application is included in the Technology Provider Service Management and Telecommunications Service Management products. The ServiceNow® Technology Product Support Case application enables Telecommunications, Media, and Technology companies to support digital products and services. Features for this application include Case Type, Record Page, Playbook, and Record Producer.
- Process Orchestration
- Case type extension table with process-specific attributes
- Business logic
- UI actions specific to the Technology Product Support case type
- State flows
- Flow designer flows to automate process
- Case tasks specific to the Technology Product Support case type
- Notifications and emails
- SLAs
- Contextual search sources
- Reports
- Agent Experience
- Technology Product Support case type playbook
- Platform and Workspace views
- Case management features for Technology Product Support case type – case digest, special handling notes, contextual search, escalations
- Playbooks Dynamic Related Records
- UI actions specific to Workspace Agent Experience
- Customer Experience
- Record producers
- Standard widget configurations for case type
- Additional widgets tasks for end customer
Developed Sentiment Analysis alongside the description feature.
Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin
- Required plugins and products
- Customer Service (com.sn_customerservice)
- Dependencies
- Customer Service Case Action Status (com.snc.csm_action_status)
- Customer Service With Service Management (com.sn_cs_sm)
- Customer Service With Request Management (com.sn_cs_sm_request)
- Case Digests (com.sn_csm_case_digest)
- Diagnostic Framework
- Store App Dependency
- Playbooks for Customer Service Management (sn_csm_playbook) - Version 6.0.0
- CSM Configurable Workspace (sn_csm_wrkspc) - Version 25.3.2
- Product inventory(sn_prd_pm) - Version 15.0.0
- Service Test management(sn_st_mgmt) - version 4.0.0
- Customer Service Install Base Management (install_base 3.2.0)
- Customer Service Case Types (sn_csm_case_types 3.0.1)