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Ensuring Great Digital Experience at ServiceNow | ThousandEyes
A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs. A good example of an industry that benefits from multiple case types is the banking industry. Within a bank, customer service agents can use this feature to create case types for different customer needs such as loan processing, credit card processing, or managing complaints. Once a case type has been created, system administrators can view the case types, manage settings, and update the configuration. For more information, see Manage customer service case types.
ServiceNow CMDB Service Mapping and Change Management Implementation
Configure the Customer Service Management features and components that agents and managers use to create and resolve cases. The customer service case is the primary entity of the customer service application. An agent creates a new case to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also uses a case to track all of the communication to and from the customer, including the communication channels being used. Case activities include any action that is taken to resolve an issue.
They needed to integrate CRM data from multiple production applications into their big data environment, providing business decision makers with real-time access to essential analytics data without creating a performance impact on their production environments. The biggest challenge ServiceNow faced was scale. Previous approaches relied on cumbersome web service calls, which created performance issues for the production servers, so a different approach was needed to handle the high volume of daily data transfers. With business users relying on real-time data to make critical business decisions, ServiceNow called on Perspectium to provide an integration solution that met their needs. Production data alone accounts for over 10 million transfers per day — from more than individual database tables — resulting in well over 2 billion records since project inception.