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

javascript

// 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

javascript

// 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

javascript

// 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

javascript

// 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

javascript

// 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

javascript

// 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

javascript

// 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

javascript

// 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

javascript

// 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

csm-patterns

NPX Install

Tags

SKILL.md Content

Customer Service Management for ServiceNow

CSM Architecture

Key Tables

Customer Accounts (ES5)

Create Customer Account

Create Contact

Customer Cases (ES5)

Create Customer Case

Case Routing

Entitlements (ES5)

Create Service Entitlement

Check Entitlement

Decrement Entitlement

Customer Portal (ES5)

Portal Case Submission

MCP Tool Integration

Available Tools

Example Workflow

Best Practices