hi I'm Ben from glidefast Consulting today I will be going over at a high level some of the new CSM features introduced with service now Vancouver first service definitions create connections between products services and case types to use this feature you'll need the customer service case types plugin case types allow you to address specific types of customer requests and service definitions work with case types by connecting products and services to the case types that support those Services you can also create service definitions for case task types and then create parent child relationships between case type definitions and case task type definitions as an example we navigate to the service definitions table select new we'll call it something like support we'll support the case table you can set default values so that when a record is created for this table The Chosen values will automatically populate we'll go ahead and save now you can see you can associate with this service definition with products any product or all products with other catalog items or with other service definitions next we'll talk about associating locations to Consumer profiles by enabling relationships between consumer profiles and locations across Industries multiple consumer profiles can be associated with the same address and service now in other words the same customer location can be easily used simultaneously by multiple consumer profiles to do this we navigate to the Snore CSM undor consumer profile location table select new select an existing consumer profile we're going to go with Sam and you'll see he has two separate locations Associated so we'll select one we can set this as his billing address submit and we can create another one for the same consumer we'll use his other address and we can set this one as his shipping and and mailing address so you can see the same profile associated with multiple locations for multiple different reasons next we'll take a look at responsibility definitions this allows us to leverage a low code no code approach to streamline access configuration using a declarative framework for example we can create a new definition we'll call it workspace admin set it type to user save now we can create access configurations and S what select what relationship it applies to select what role is required so work workspace admin we can also restrict access to contacts or consumers what accessible entity select case and we can set access levels here as well so add right and create and submit now we have the access configurations we need users for those configurations to apply to select the account select the user and voila we configured access without needing any code or any sort of advanced configuration nice and easy finally we'll look at the new Dash dasboard landing pages so we can go to the UI Builder these enable users to display customize and share dashboards using the CSM configurable workspace common use case is Agents or managers customizing what metrics appear on the dashboards now we select the CSM configurable workspace select the default CSM landing page now we're going to make a variant of this so we go up here we duplicate variant call it something like landing page AWA manager select the audience AWA manager go ahead and create and now we can use the UI Builder as usual to customize the landing page to whatever we need let's say as a manager I don't need this we can just go ahead and delete it and let's say instead of case tasks we change it to something like open cases update the data case open case quick and easy we save 13 cases and we can also go over to settings change things like the order update the audiences and now if you'll see if I go back here head over to the CSM workspace I'll just have the default variant because I'm not an awa manager so I get the normal one but if I imper impersonate someone who is like Beth head on over to the same workspace same URL there I go open cases no Active cases same URL different landing page and you can have that for any user any manager customize it to whatever you need for each individual person that's all for now thanks for watching and have a wonderful day [Music]