Customer Service Management for ServiceNow

CSM enables organizations to deliver exceptional customer service through cases, accounts, and self-service.

CSM Architecture

Account (customer_account)
    ├── Contacts (customer_contact)
    ├── Contracts (ast_contract)
    │   └── Entitlements (service_entitlement)
    ├── Assets (alm_asset)
    └── Cases (sn_customerservice_case)
        ├── Case Tasks
        └── Communications

Key Tables