ServiceNow CSM Features Update: Tokyo vs Utah

Having good customer service management (CSM) is key to keeping your customers happy and your business thriving, especially during these uncertain economic times. It’s not an easy job, but ServiceNow CSM, one of the leading products in the market, can be a useful tool in helping you to streamline processes and achieve success. 

With the major Utah update, Unifii is going to walk you through a comparison of the CSM features from the Tokyo and Utah releases, so you'll be well-prepared for your platform upgrade. And if you're looking for a comprehensive overview of new functionalities across all ServiceNow products, be sure to check out our Utah overview.

ServiceNow CSM Features Update

Customer Engagement  

The heart of Customer Service is understanding their needs and providing an exquisite customer experience accordingly. ServiceNow, with its automated workflows, has developed a seamless and effective platform for your business to cultivate its relationships with existing customers. Both the Tokyo and Utah releases brought updates to the platform, allowing you to interact with your customers efficiently and thoroughly. 

Tokyo

• Customer Portal Locale 

Both authenticated and unauthenticated users are now able to choose a language/locale. ServiceNow will use auto-detect to provide localised content for that customer’s location, and administrators can configure regions to group these locales together. 

Utah 

• Tracking the location details for a service organization 

While in Utah, the feature has been further upgraded so that agents can track and manage the location details of their corresponding service organisations, allowing a walk-up experience and appointment booking tasks for customers.  

Customer Operations 

ServiceNow’s Automated processes connect all across your organisation with external customers, upscaling and streamlining operations for a higher level of customer satisfaction.  

Tokyo 

• Industry Data Models: Service Organisation Install Base 

Track and manage products installed at a business location and create and resolve cases for products deployed at a business location. Agents can resolve product-related issues via self-service using the relevant knowledge base and communities. 

• Recommended Actions: Primary Call to Action 

This function allows you to execute the CTA with a single click, in the contextual side panel or in a sub-tab. This means users can rapidly perform a CTA without having to navigate to other screens or applications. 

Utah 

• Installing the base core data model changes 

The latest release enhanced the above-mentioned install base data models, such that they can better reflect the install base hierarchy. Agents can also maintain the state of the install base and associate it with its related households.   

• Customer access management for the install base 

In Utah, both internal and external entities involved in providing services to customers can now access the install base for more detailed information in order to facilitate operations. 

• Configurable tabs in the contextual side panel 

A new UX page property has been launched within the CSM/FSM Configurable Workspace to eliminate tabs in the configuration panel

 Task Intelligence 

Task Intelligence features, supported by advanced AI (Artificial Intelligence) capabilities, enable agents to get a better understanding of cases and relevant information, hence providing a fitted customer journey. 

Tokyo 

• Sentiment Analysis 

The exciting new feature allows you to detect a customer’s case sentiment using AI. You can leverage pre-trained AI models to track the initial and emerging sentiment, take proactive actions on any downward trending sentiment (such as escalation), and prioritise product/service improvements based on sentiment trends across the customer base. 

• Case Categorisation 

This allows you to auto-categorise cases based on language and attachments using AI, powered by pre-trained ML models. You can reduce routing rules and the need to manage multiple inboxes for different languages. The content within the attachments lets you categorise the case based on the configured fields. 

Utah 

• Language detection 

While the Tokyo release has updated the tool with a language detection function to identify the specific language used by the customer for creating cases, the latest Utah version extends it to the Task Intelligence Admin Console so that the agent can create a model for detecting. Agents can also add the language detected to the case record so that it will be automatically routed to staff with corresponding language skills. 

• Case task enhancements 

Agents will have access to the information of customers or cases that they are working on to provide a more personalised customer experience. They can also assign related parties within the organisation to the case tasks to speed up processes.  

These are some of the best CSM bits we’ve collected from the latest 2 releases of ServiceNow. Remember to check any pre- or post-upgrade tasks needed and start exploring the new features! If you’re new to CSM or simply not sure about what to do with your ServiceNow platform, get in touch and we’ll take care of it for you.