ServiceNow Rome Release provides monumental new Customer Service Management features to improve supporting your customers.
Customer Data Models for B2B2C
Now say B2B2BC two times fast, LOL. ServiceNow Rome Release provides a new data model to support your Business Customer’s Customers and Employees. This provides you the ability to manage customer service for multi-level customer relationships.
Next Best Actions for your Customer Service Management Agents in the ServiceNow Rome Release
With the ServiceNow Rome Release, you can now use decision trees to determine the best next action for your Customer Service Management Agents. This is extremely helpful for improving the assistance your agents provide to customers. The ServiceNow CSM Playbooks can evaluate the Case and provide your Customer Service Management agents with the next best action to take based on frequencies of issues and order of priority.
Dynamic Related Records for your Customer Service Management Agents in the ServiceNow Rome Release
ServiceNow Rome now provides the ability to dynamically related records in the newer Customer Service Management Configurable Workspace based on the Case or Case’s Playbook. This provides your Customer Service Management Agents with the information they need just in time to help the customer.
These are the top three new features from the ServiceNow Rome Release building upon the colossal ServiceNow platform. These new functionalities should further enhance your Customer Service Management Agents ability to provide even faster are more efficient service to your customers.
If you would like to see more resources related to Customer Service Management, please check out the following links:
A Disruptive Force in Customer Service: ServiceNow Customer Service Management