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-side data model CSM depends on: who your customers are (accounts and contacts), what they bought (products and assets), and what support they're entitled to (contracts, service levels). Without this, a case is just a note with no context about who it's for or what they're owed.
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
The system your customer-facing teams use to take in, track, and resolve customer issues — by phone, email, chat, portal, or social. Each issue becomes a "case" with full context: who the customer is, what they bought, what they're owed, and every interaction so far. It connects front-office support to the back-office teams who actually fix things.
Official docs: Customer Service Management ↗