csm-patterns

Original：🇺🇸 English
Translated

This skill should be used when the user asks to "customer service", "CSM", "case", "account", "contact", "customer portal", "entitlement", "service contract", or any ServiceNow Customer Service Management development.

4installs
Sourcegroeimetai/snow-flow
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NPX Install

npx skill4agent add groeimetai/snow-flow csm-patterns

Tags

Translated version includes tags in frontmatter
servicenow-csmcase-managemententitlement-trackingcustomer-portalservice-contracts

SKILL.md Content

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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

TablePurpose
customer_account
Customer accounts
customer_contact
Account contacts
sn_customerservice_case
Customer cases
service_entitlement
Service entitlements
ast_contract
Service contracts

Customer Accounts (ES5)

Create Customer Account

javascript
// Create customer account (ES5 ONLY!)
var account = new GlideRecord('customer_account');
account.initialize();

// Basic info
account.setValue('name', 'Acme Corporation');
account.setValue('account_code', 'ACME-001');
account.setValue('industry', 'Technology');

// Contact info
account.setValue('phone', '+1-555-123-4567');
account.setValue('email', 'info@acme.com');
account.setValue('website', 'https://www.acme.com');

// Address
account.setValue('street', '123 Main Street');
account.setValue('city', 'San Francisco');
account.setValue('state', 'CA');
account.setValue('zip', '94105');
account.setValue('country', 'US');

// Account details
account.setValue('account_type', 'customer');  // customer, partner, vendor
account.setValue('tier', 'gold');  // bronze, silver, gold, platinum

// Assignment
account.setValue('account_manager', accountManagerSysId);

account.insert();

Create Contact

javascript
// Create contact for account (ES5 ONLY!)
var contact = new GlideRecord('customer_contact');
contact.initialize();

// Link to account
contact.setValue('account', accountSysId);

// Contact info
contact.setValue('name', 'John Smith');
contact.setValue('email', 'john.smith@acme.com');
contact.setValue('phone', '+1-555-123-4568');
contact.setValue('title', 'IT Manager');

// Contact type
contact.setValue('type', 'primary');  // primary, billing, technical
contact.setValue('active', true);

// Create user for portal access
var user = createUserFromContact(contact);
contact.setValue('user', user);

contact.insert();

Customer Cases (ES5)

Create Customer Case

javascript
// Create customer case (ES5 ONLY!)
var caseRecord = new GlideRecord('sn_customerservice_case');
caseRecord.initialize();

// Case info
caseRecord.setValue('short_description', 'Unable to access product features');
caseRecord.setValue('description', 'Customer reports error when trying to use premium features');

// Classification
caseRecord.setValue('category', 'product_issue');
caseRecord.setValue('subcategory', 'access_problem');
caseRecord.setValue('priority', 2);

// Customer
caseRecord.setValue('account', accountSysId);
caseRecord.setValue('contact', contactSysId);

// Product/Asset
caseRecord.setValue('product', productSysId);
caseRecord.setValue('asset', assetSysId);

// Assignment
caseRecord.setValue('assignment_group', getGroupSysId('Customer Support'));

// Channel
caseRecord.setValue('channel', 'email');  // email, phone, chat, web

caseRecord.insert();

Case Routing

javascript
// Route case based on account and product (ES5 ONLY!)
// Business Rule: before, insert, sn_customerservice_case

(function executeRule(current, previous) {
    if (current.assignment_group) {
        return;  // Already assigned
    }

    var group = determineAssignmentGroup(current);
    if (group) {
        current.assignment_group = group;
    }
})(current, previous);

function determineAssignmentGroup(caseRecord) {
    // Check for premium support entitlement
    if (hasPremiumSupport(caseRecord.getValue('account'))) {
        return getGroupSysId('Premium Support');
    }

    // Route by product
    var product = caseRecord.product.getRefRecord();
    if (product.isValidRecord()) {
        var supportGroup = product.getValue('support_group');
        if (supportGroup) {
            return supportGroup;
        }
    }

    // Default
    return getGroupSysId('General Support');
}

function hasPremiumSupport(accountSysId) {
    var entitlement = new GlideRecord('service_entitlement');
    entitlement.addQuery('account', accountSysId);
    entitlement.addQuery('type', 'premium_support');
    entitlement.addQuery('start_date', '<=', new GlideDateTime());
    entitlement.addQuery('end_date', '>=', new GlideDateTime());
    entitlement.query();
    return entitlement.hasNext();
}

Entitlements (ES5)

Create Service Entitlement

javascript
// Create entitlement (ES5 ONLY!)
var entitlement = new GlideRecord('service_entitlement');
entitlement.initialize();

entitlement.setValue('name', 'Premium Support - Acme Corp');
entitlement.setValue('account', accountSysId);
entitlement.setValue('contract', contractSysId);

// Entitlement type
entitlement.setValue('type', 'premium_support');

// Dates
entitlement.setValue('start_date', '2024-01-01');
entitlement.setValue('end_date', '2024-12-31');

// Limits
entitlement.setValue('total_cases', 100);
entitlement.setValue('used_cases', 0);
entitlement.setValue('remaining_cases', 100);

// SLA
entitlement.setValue('response_sla', '4 hours');
entitlement.setValue('resolution_sla', '24 hours');

entitlement.insert();

Check Entitlement

javascript
// Check if customer is entitled to service (ES5 ONLY!)
function checkEntitlement(accountSysId, entitlementType) {
    var now = new GlideDateTime();

    var entitlement = new GlideRecord('service_entitlement');
    entitlement.addQuery('account', accountSysId);
    entitlement.addQuery('type', entitlementType);
    entitlement.addQuery('start_date', '<=', now);
    entitlement.addQuery('end_date', '>=', now);
    entitlement.query();

    if (entitlement.next()) {
        var remaining = parseInt(entitlement.getValue('remaining_cases'), 10);

        return {
            entitled: true,
            remaining: remaining,
            unlimited: remaining < 0,  // -1 = unlimited
            expiration: entitlement.getValue('end_date'),
            sla: {
                response: entitlement.getValue('response_sla'),
                resolution: entitlement.getValue('resolution_sla')
            }
        };
    }

    return {
        entitled: false,
        message: 'No active entitlement found'
    };
}

Decrement Entitlement

javascript
// Use entitlement when case created (ES5 ONLY!)
// Business Rule: after, insert, sn_customerservice_case

(function executeRule(current, previous) {
    var accountSysId = current.getValue('account');
    if (!accountSysId) return;

    var entitlement = new GlideRecord('service_entitlement');
    entitlement.addQuery('account', accountSysId);
    entitlement.addQuery('type', 'support');
    entitlement.addQuery('start_date', '<=', new GlideDateTime());
    entitlement.addQuery('end_date', '>=', new GlideDateTime());
    entitlement.addQuery('remaining_cases', '>', 0);
    entitlement.orderBy('end_date');  // Use earliest expiring first
    entitlement.setLimit(1);
    entitlement.query();

    if (entitlement.next()) {
        var used = parseInt(entitlement.getValue('used_cases'), 10);
        var remaining = parseInt(entitlement.getValue('remaining_cases'), 10);

        entitlement.setValue('used_cases', used + 1);
        entitlement.setValue('remaining_cases', remaining - 1);
        entitlement.update();

        // Link case to entitlement
        current.u_entitlement = entitlement.getUniqueValue();
        current.update();

        // Alert if running low
        if (remaining - 1 <= 5) {
            gs.eventQueue('entitlement.low', entitlement, accountSysId, (remaining - 1).toString());
        }
    }
})(current, previous);

Customer Portal (ES5)

Portal Case Submission

javascript
// Widget Server Script for case submission (ES5 ONLY!)
(function() {
    // Handle case creation
    if (input && input.action === 'createCase') {
        var contactId = getContactForUser(gs.getUserID());
        if (!contactId) {
            data.error = 'No contact record found';
            return;
        }

        var contact = new GlideRecord('customer_contact');
        contact.get(contactId);

        // Create case
        var caseRecord = new GlideRecord('sn_customerservice_case');
        caseRecord.initialize();
        caseRecord.setValue('short_description', input.subject);
        caseRecord.setValue('description', input.description);
        caseRecord.setValue('contact', contactId);
        caseRecord.setValue('account', contact.getValue('account'));
        caseRecord.setValue('priority', input.priority || 3);
        caseRecord.setValue('channel', 'web');

        var caseSysId = caseRecord.insert();

        data.success = true;
        data.case_number = caseRecord.getValue('number');
        data.case_sys_id = caseSysId;
    }

    // Get user's cases
    if (!input || input.action === 'getCases') {
        var contactId = getContactForUser(gs.getUserID());
        data.cases = [];

        if (contactId) {
            var gr = new GlideRecord('sn_customerservice_case');
            gr.addQuery('contact', contactId);
            gr.orderByDesc('sys_created_on');
            gr.setLimit(20);
            gr.query();

            while (gr.next()) {
                data.cases.push({
                    sys_id: gr.getUniqueValue(),
                    number: gr.getValue('number'),
                    short_description: gr.getValue('short_description'),
                    state: gr.state.getDisplayValue(),
                    priority: gr.priority.getDisplayValue(),
                    opened_at: gr.getValue('opened_at')
                });
            }
        }
    }

    function getContactForUser(userId) {
        var contact = new GlideRecord('customer_contact');
        contact.addQuery('user', userId);
        contact.query();
        if (contact.next()) {
            return contact.getUniqueValue();
        }
        return null;
    }
})();

MCP Tool Integration

Available Tools

ToolPurpose
snow_query_table
Query CSM tables
snow_find_artifact
Find CSM configurations
snow_execute_script_with_output
Test CSM scripts
snow_deploy
Deploy CSM widgets

Example Workflow

javascript
// 1. Query customer cases
await snow_query_table({
    table: 'sn_customerservice_case',
    query: 'active=true^priority<=2',
    fields: 'number,short_description,account,contact,state'
});

// 2. Check entitlements
await snow_execute_script_with_output({
    script: `
        var result = checkEntitlement('account_sys_id', 'premium_support');
        gs.info(JSON.stringify(result));
    `
});

// 3. Find accounts with expiring contracts
await snow_query_table({
    table: 'ast_contract',
    query: 'endsBETWEENjavascript:gs.beginningOfToday()@javascript:gs.daysAgoEnd(-30)',
    fields: 'number,vendor,ends,account'
});

Best Practices

  1. Account Hierarchy - Parent/child accounts
  2. Contact Roles - Clear contact types
  3. Entitlements - Track usage limits
  4. SLA Mapping - Account tier to SLA
  5. Portal Access - Secure customer data
  6. Case Routing - Smart assignment
  7. Communication - Audit trail
  8. ES5 Only - No modern JavaScript syntax