Customer Service Management (CSM)
Overview
Everything a company needs to support its external customers: taking in customer issues from any channel, routing them to the right team, and resolving them - often by connecting the front-office case to back-office work. Where ITSM serves employees, CSM serves the people who buy from you.
Modules in this family
- CSM Case Management - the core: track and resolve customer issues
- Advanced Work Assignment (AWA) - push work to the right agent automatically (shared with FSM/HRSD)
- Field Service Management (FSM) - when resolving the case needs someone on-site
- Customer Data Foundation - the accounts, contacts, products, and entitlements CSM runs on
Modules in this family
Customer Data Foundation
The customer identity and relationship model for external customers: accounts, contacts, consumers, and households. Sold products, install base, contracts, and entitlements provide related downstream service context.
Advanced Work Assignment (AWA)
The engine that pushes the right work to the right person automatically, instead of agents cherry-picking from a queue. It considers who's available, their capacity, and their skills, then routes cases, chats, or tasks accordingly. Used across CSM, FSM, and HR.
CSM Case Management
CSM Case Management tracks customer issues and requests against the appropriate B2B account/contact or B2C consumer model, with product, contract, entitlement, and channel context when those capabilities are configured.
Official docs: Customer Service Management ↗