Case Playbook for Onboarding
Use the ServiceNow® Case Playbook for Onboarding to manage the process for signing up new customers or enrolling customers for new products.
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About
Customer onboarding is the process that organizations use to take on new customers. An onboarding case captures the details of the new customer and their choices for the products and services they want. The onboarding case tracks all of the actions that need to be performed to onboard the customer and also serves as the channel of communication with the customer.
This version of Case Playbook for Onboarding includes changes to the onboarding playbook with a new Process Automation Designer (PAD), exposing the areas of the onboarding process that require customer interaction on the Customer Service Management portal.
Key Features
- Process Orchestration
- Case Type extension table with process-specific attributes
- Business logic
- UI actions specific to the Case Type
- State flows
- Flow designer flows to automate process
- Case tasks specific to the Case Type
- Notifications and emails
- SLAs
- Contextual search sources
- Reports
- Agent Experience
- Case Type playbook
- Mobile experience for agents
- Platform and Workspace view
- Case management features for Case Type – case digest, special handling notes, contextual search, escalations
- Playbooks Dynamic Related Records
- Customer Experience
- Record producers
- Standard widget configurations for Case Type
- Additional widgets tasks for end customer
- VA topic
- Guided self service intake process