ITSM vs CSM
ITSM serves employees. CSM serves customers. Different data model (contact, account, product), different portals, different SLAs. Install both if you have both audiences.
Contact, Account, Consumer
CSM’s identity model: a Contact belongs to an Account (B2B) or is a Consumer (B2C). Cases attach to one of each. Getting the data model right up front prevents years of mess.
Omnichannel Routing
Cases come in via email, chat, phone, portal, social. Omnichannel routing puts them in one queue and routes by skill, availability, priority. Matchmaker engine handles the match.
Field Service Integration
CSM integrates with ServiceNow Field Service Management for on-site work. Case → work order → dispatched technician → resolution, all in one flow. Worth it if field work is in your service model.
Self-Service First
Customer portal with knowledge + community + chat deflection. Every case deflected is a case your agents didn’t handle. Measure deflection rate weekly.