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", "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 &#x3C; 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 &#x3C;= 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

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