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The features of Customer Service Management (CSM) are:
Skills-based routing: This feature allows incoming service requests or incidents to be automatically routed to the most appropriate agent or team based on their skills, capacity, and availability.
Real-time SLAs: This feature enables service level agreements (SLAs) to be defined and monitored in real-time, allowing service agents to proactively manage and resolve issues before they breach the SLA.
Service Entitlements: This feature enables organizations to define and manage service entitlements, which specify the type and level of support that customers are entitled to based on their contract or subscription.
Service Contracts: This feature enables organizations to define and manage service contracts, which outline the terms and conditions of the service provided to customers.
its BCEG please refer to docs all these people are wrong lmao its actually insane how these same people are highly voted etc yet constantly wrong, please upvote this so you can save other people from these morons.
BEFG - for service contract - Navigate to All > Customer Service > Contracts > Service Contracts. Demand can feed input to any process in servicenow , but not an integral part of CSM.
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