so good morning good afternoon good evening everyone thank you for joining the live on service now webinar and today's topic is about best practices related to case types now no product manager presentation would be complete without the Safe Harbor statement so this is a reminder that today's presentation is based on our existing Washington functionality and any purchasing or deployment decisions that you make should be based on such functionality as a fun thought experiment you should get uh chat GTP to summarize the Safe Harbor statement as Shakespeare you will get some interesting results I'll leave that as a homework item for you so today's session is part of the live on service now series and this series allows you to connect with service now experts and peers that can help you deploy your products and Achieve greater value uh we hope that you join us for an other series that we have in the future you can can do so by scanning the QR code we will also share a link in the chat which will give you the scheduled future sessions as a as a friendly reminder uh we will save time at the end for questions and answers feel free to use the question and answer button at the bottom of the screen during the presentation and we will address those questions along the way uh this presentation is being recorded and it will be shared via the service now community and we value your feedback so please do take some time at the end to provide a short uh to provide response to a short survey so with that in mind let's get rolling good morning my name is Andre Ramsaran I'm an outbound product manager in the customer service management organization and today I'm joined by my esteemed colleague maduri nandel maduri do you want to say hello to the folks online good morning good evening wherever you guys are joining from thank you for joining the webinar awesome and maduan myself will be co- presenting um on this uh webinar So today we're going to have a brief look and introduction into what are case types uh we will kind of look under the hood and understand the anatomy of a case type we'll go over what the outof the-box case types are that we deliver we'll do a quick demo from both the customer perspective as well as the agent perspective and then we will look under the hood from an admin perspective and we'll show you some of the areas that you may be interested in configuring um and setting up to have case types working and up and running and then we'll wrap it up with a few best practice items that you should consider when you are rolling out case types so let's drive right into case types and I'm sure some famous person at one point in human history said that work by any other name is still labor and case types is really about kind of the nature of work and how do you handle it within your service organization but before we ask the question about case types it's important to consider what is a case so from a customer service management perspective a case is the unit of work that moves a CA that moves a customer throughout their life cycle so customers request assistance by submitting cases typically they do do so on Portals or by email or phone and agents track that work and take that work towards closure and towards resolution so really the case type the case is the fundamental unit of work that is being handled within a support organization but across service organizations work can vary in its nature for example work may be simple or complex it could be quick or long running in certain situations work may bounce around different teams within the support organization or there may be multiple touches with the customer and work items can vary with regards to the unique workflows that may be required to bring them towards resolution in addition to that work varies within Enterprises so work varies within Enterprises it also varies between departments and it also is influenced by the type of customer that you may be handling whether it's a B2B or a b2c customer or even the channel by which the work originates so let's say that the work originated on phone or email or portal the way that that work gets handled may be very different and of course work also varies by industry so whether you're talking about Telco or financial services manufacturing or healthare the VAR nature of work itself may may change let's take an example so for example let's say we had a financial services organization such as like an American Bank this American Bank may have many branches some branches in California and Colorado and it may provide many different products or services for example it may provide credit card home loans and home insurance as an example now these products would be underpinned by different services such as new credit card application increase a credit limit maybe report a lost card Etc so when we're talking about case types what we're talking about is modeling out the relationship that you see here to drill into that in the simplest terms you can think of case types as representing the relationship between products and services and it will be anchored against a case type so let's give you another example for example let's say we had that bank and they had credit cards well they could have personal credit cards as well as commercial credit cards and those credit cards may require specific services like replacing a card or increasing a credit limit but all those Services could be anchored or underpinned by a specific given case type let's call it credit operations now often in service organizations they may have many different products there's no reason why would they couldn't have home loan and business loan that may require applications or payments on a regular interval and that may be anchored by yet another case type called loan operations so here's a quick example of how case types may vary across Industries for example in healthcare you may have case types that are related to members and patients in public sector it may be benefits licensing and permits in technology it could be Billing Services um or other related types of case work so what are some of the benefits of case types first they provide flexibility that is they give you the ability to offer different experiences to different personas so let's say that you have a customer that was going into a portal they may be able to select certain types of services versus let's say an agent that's handling that work on behalf of the customer second you can have more granular Access Control perhaps you want to offer certain case types to certain departments and other case types to other departments so the fraud investigation group may have different case types than the customer onboarding group as an example finally teams can achieve better compliance because when you have case types you have the ability to model out the support process in a very granular manner now out of the box we deliver two case types one is for complaint and and onboarding and we also deliver a number of case types for specific uh Industries so for financial services technology and Healthcare as an example so what does the anatomy of a case type look like we've been using this word case type but really what's happening kind of under the hoods if you would the first aspect of a case type is you have a data model and what we're doing here is we are extending the base case table that comes out of the box with CSM so that is the the the case table that is the vanilla case table and what we do is we extend it and there are certain fields that would get inherited down to the case type that you would potentially create secondly there's a view and the view varies by Persona so you could have one View for the customer when they're going in the portal you can have other views for agents when they're selecting a specific case type third a case type goes through a specific process the process may be driven by let's say a Playbook or even a workflow and that you can set that up on a perase type basis and then finally there's a series of permissions that apply to a case type this defines which users and groups have access and what cred operations they can perform on that case and what I mean by that is whether they have the ability to create read update or delete specific aspects of the case now all of this is kind of encapsulated or brought together and exposed by what we call a service definition so the service definition defines that relationship to a case type if you recall the previous Slide the service definition is what says that the product is credit card and that the credit card has these services and these services are supported or anchored by the specific case type so the service definition is really that linking uh object if you would that does all of this encapsulation of all the other green dots that you see within the case type box all right so that's a lot of theoretical talk uh let's hop in and show you guys a quick demo now the first demo is going to be more from the customer and agent experience and then later on we'll have uh we'll drill into the what the admin experience looks like so first off you'll notice that I'm logged in as George Warren and I logged into the customer self-service portal now as George I'm going to click on support and go to products and I'm going to choose a specific product such as the KX 5000 now George could have many products in his uh that his organization has purchased there could be many cases that have been previously logged against the product but the part of the screen that we want to focus on is this little hockey card over here called services these are the services that are available in support of the KX 5000 now specifically what George wants to do is he wants to log log a product complaint so let's go ahead and click on product complaint and now we get a record producer where we can specify the information for the complaint on the product so we can go ahead and say that it a product complaint for the ax 5,000 perhaps it's a defective product it's broken we can give it a short description oops you can see that I have the wrong short description on my keyboard shortcut there my apologies um and then we can specify the complaint detail so we're having the problem today Etc so we could rapidly go and provide the information for the customer complaint in addition to that we might want to Define additional interest interested parties so let's say that we were to say that hey you know Julie Lewis is a co- complainant related to this customer complaint now when we submit this complaint we will get a complaint number and what the system is doing is in the background it is creating a case of a specific type and in this situation the type is a product complaint you'll notice that we have the complaint number here so let's go ahead and look from the agent perspective what this complaint looks like so here we are and we're logged in as John Jason into the CSM configurable workspace and we're going to be a little bit boring and we're going to just quickly do a global search and bring up the complaint now you'll notice that when we bring up this complaint it has specific special handling notes which could be derived from the case type it also has a specific process that it follows such as intake triage research respond this is an illustration of the Playbook that we have associated with this case type and within a given stage of the Playbook we have specific steps we can see that Julie Lewis uh is associated as an interested party in addition to that we can go to view detail where we can see the detail information about the case type so this is what the how the case type manifested itself uh within the system now I'm going to contrast this a little bit by showing you another case type this is a complaint case type let's have a look at a case type for uh customer onboarding as an example so if we come in here and we look at an interaction and I've pre-created an interaction so on this interaction record what I might decide to do is say hey for this customer problem that we're having um on stable router connection I want to go and create a case type off of it so we're going to go and hit create case and this is where we have the selector where we can select the specific service that we are trying to fulfill so the service that we're going to fulfill in this situation is again just a fictitious situation we're going to say that they need a new cash uh business cash back business card as an example and we're going to hit create and the thing that I want you to observe is that now that we have created a case of that type you'll notice that there are very different steps in the support process so whereas the complaint case had intake Trio research and respond this case this on boarding case has initiate pre-approval data capture due diligence so it can have a very different look and feel it could have different steps in the support process in fact on the initiate step you'll notice here that we are given a completely different user interface whereby we're specifying whether it's a new customer or an existing customer Etc so that's a quick illustration and a quick demo of what you know what is the anatomy of a case type how is it instructed and what how does it manifest itself on the presentation layer differently both from the customer perspective within the portal as well as the agent perspective within the configurable workspace as they handle different case types all right with that said I'm going to we're going to shift into the admin experience and we're going to go ahead and uh you grab controls MRI yeah thank you that was a fantastic overview of case types uh now I'm going to go over the admin experience what the admin would need to do to spin up a new case type um let's go back to our financial industry use case where we had a service provider who's a bank and the bank offers many services for the products that they offer and and our implementation team is going to now have to support Implement these services in the system along with the type of cases that would actually be used behind the scenes to fulfill these Services the configuration of a case type involves many steps uh first and foremost you would need to extend your case and then you would have to configure that specific process for your case type uh that you've extended and then you would want want to make your tailored experiences for that specific case type and then Create Your Service definitions these are the services that uh would be uh Wrapped Around Your Case types these are the actual service requests that the customer would uh need on the products that you offer and sell as a service provider and then you would need to activate your service selector on your agent workspace so that the agents can then use the services to create the appropriate case type and last but not least sto case type we have a guided setup um to actually walk you through these steps and when I go to the demo I'll show you the guided setup as well uh let me just reiterate that um as all of you may know that case is an extension of our fundamental object in service now which is the task task is used across service now for various uh of our uh workflows including idsm uh HR and and the other buus that we have what case types is is actually an extension of our base case uh for example in our financial industry example we can have cedit operations as a case type which is an extension of base case and then similarly you could have many other extensions like for different um uh buus or uh service organizations that you may have um and each C by extending a a case and having its own case type you can have it a specific workflow that's tailored to that uh case type as well as slas record producers views Etc um so um to uh help you um uh extend the case we uh if you install the M um the customer service case types plug-in you would get uh these uh a bunch of um uh uh uh navigation menu items to help you create a new case type we have a couple different options for you to create a case type you have a option to go through the guided setup or you through guided application creator or you can start from the platform table creation once you extend the table you need to configure the process the process has multiple steps to it um you have as a starting point every case type every extension of the case would inherit all the states and state flows from the base case it inherits the UI actions it inherits the UI policies that are marked for inheritance however your case type might want maybe may need very um additional States or it may need additional State flows so you may want to go and configure your States and state flows for your specific case type uh it doesn't inherit any of the uh SLA definitions you would want to create your SLA definitions for your case type uh it does not also inherit the special handling notes and and uh configuration that's needed for your special handling notes similarly it's not inheriting any of the notifications so you would want to think about all the notifications that you need uh such as email push notifications for mobile provider notifications for agent and you can use the base case as a reference to um uh copy and and modify your notifications now let me quickly Go and show you um uh how you can uh what tools that we provide out of the box to help the admin rators with extending a case and um um creating your state flows uh so I'm here um as an admin I'm logged in as an admin um and once you install your um um manage customer service case type um plugin you would see that you would see several menu items here um you would see U manage case types you will see uh create case types as uh options here so you would click on create a new case type this is your starting point to um uh uh where you would start creating your new case type if you go to manage case types you actually have the guided setup if you click on out of the box case types that Andre showed you you can actually see how uh um uh the process that we defined for complaint and onboarding you can also click on the guided setup which takes you to the guided setups this is basically a checklist of items that the admin needs to do to to actually spin up a new case type so what I'm going to show you quickly is how you can start creating a case type you click on create a case type and here's where I talked about where you have a couple of different options to create a case type uh I would recommend to use the guided application creator if you're starting to create a new application scope this is a ve this is a very straight forward way to create a case uh case type as well as creating giving you a jump start on creating some of the um um platform uh classic UI um views so I'm not going to go through the guided setup here guided process here but it's very straightforward it is a three-step process where you would create your you would specify what your app name is specify what your table is basically you need to pick that the table is extending from base case and then you can uh pick what the design um uh should be for that your particular app so I've already created um uh credit card operations here case here using this um application um Studio Creator method so if you see once you uh finish that wizard you would you would end up here where you would see uh your credit card operations and the predefined list that you have for the for your particular case type um once you once once you're done here you can actually go into the platform UI you can then start actually creating cases for uh that particular case type uh however you may want to also configure your uh views uh form views for your particular case type so you for platform UI you would just go here and configure using your forms designer to show the specific fields that are uh needed for your particular case type in this case I've exposed uh so product new credit card limit and reason which are specifically for my credit card case type okay so now I'm going to move on to um how you can configure our workspace so this comes so as your done with the application Set uh Studios uh creation you you get your platform views but let's see how you can set up your um case type so that agents can access them from your CSM FSM configurable workspace so I'm going to slip Swip to swap my uh to the configurable workspace uh if you see configurable work workspace has a has a list here on the left hand side panel uh how do you then uh expose your new case type on this list menu so that the agent can then look at all the cases for that particular case type act create new cases for that particular case type uh here I've already created um a category but I'm going to show you how you can easily spin up a new list for your case type and how you can then add it to this existing um grouping that you may have for your um uh case types so you can you can go to this um um um profile the admin profile and you have a configure page you can go to list settings and this should take you to uh uh where you can actually create new lists from the existing list that you have or uh for example if you didn't have any case types you would actually have it will take you to the base case list View and then you can just insert and stay and change your table to um to your particular case type and that will create a new um list menu item for you on the left hand side for the agent workspace so in this case uh in I can show you how I may I may create a uh maybe an an assigned cases or all cases list for you where you may want to um have an additional list there so at any given time you want to see all the cases for the uh credit card operations so you just um copy that essentially you would just insert and state copy that particular list and then it will create a new list all cases for you and you probably change your conditions here and then update and that will if you go back to the menu you should see your workspace you should see a new all cases list view that's shows up for you here um and once you have your list created for your particular case type then you can go about um creating new cases and I would click on this new um one new button here to create a new case uh if you use the wizard it comes with a default um CSM record page experience for your particular case type you can then configure this default experience to have a Playbook as well uh and I will show you how we can change that so here um I I want to increase my credit limit and I'm just going to quickly create um a new case here and if you see it takes you to this default um uh CSM record page view experience for your new case type however you may want to attach a playbook for this particular case type and you may want to change your related list and this is some configuration that you would need to do once you have this default uh experience that is automatically set up for you Bas after you've created using the wizard so let me show you how you can take this particular experience and then add a Playbook experience to this out of the box default CSM record page configuration um to add um a Playbook experience to the to your new credit card um case type you would go to your process automation designer and then you would I've already created a process called credit so you would actually go here and create a new process and then it would create a new process for you I've already created a credit card operations process so let me open that for you um right now I have this particular Cas uh process deactivated but essentially once you start creating a new process the main step that you would need to do is uh uh associate that particular uh process to your new case type here my case type is credit card case and that's the first step you would need to do before you define your stages or activities for your playbook once you do that once you give your trigger point for your uh process and give and associate with the right case type uh you would then go about creating your stages creating your activities underneath it and then um and then finally activating that particular uh that particular uh Playbook so here I'm going to Now activate this particular Playbook and I'll show you once you activate this Playbook how your experience will change to actually have a A playbook book experience along with the simple record page experience for your case type so now I'm going to activate this and if you go back to uh to your um list View and create a new case uh for your um credit card uh case type you would see that you now already I have G been the The Playbook has been associated with your credit card and you've seen a completely different intake experience experience that you've seen otherwise which you get as part of the default um um case default um base case um UI so now you can go about then the agent can now go about using the Playbook activities and steps you can go about creating um credit card case so you can pick your account you can pick your contact and then you can pick the whole product in this case it could be um a new business card and then pick up pick the pick the credit card limit you want to increase and then continue and then you would just continue through the Playbook and that's how you would associate A playbook to an exist to your new case type so you have to create it in the um process automation designer and then associate it with the new case type and then activate that particular P Playbook so you'd have both experiences both the Playbook experience and then this original um uh simp simple form view experience for your agents now that you've seen um both how you can actually um inherit a default um behavior for the agents you can also and and also able to tie a Playbook now I'm going to uh talk a bit about how um how you can then set up service definitions and what should be the next steps let me go back to my presentation so um what I've shown you now is uh what I've shown you guys is actually able to um use r uh create case type to create your case and then I showed you how you can inherit your UI experiences that uh that automatically comes as part of um uh using a basic case creation uh extension and then I've shown you how to create new workspace lists and then how you can create a new process experience how you can then associate that process experience to your uh case type we also I actually didn't go into a lot of details about this but you can also we also provide um page templates where you can actually further tailor your uh UI experience uh to have uh a more process Centric experience we have a couple different uh templates that we have so you can easily go to UI Builder and you can take an existing process um uh page template and then apply to your particular case type and your view will now change to this process Centric experience so once you've done that you now want to be able to um um provide agents with an experience uh for selecting uh for for for able to create that case types irrespective of um based on the services that the customer is requesting so for that um you need to create uh service definitions service definitions uh uh has uh just a few different steps where you would create your service definition associate exactly for which case type it is so going back to our example we had our credit card operations case type and you may have may want a couple different service definitions for it which is like maybe the customer may be complaining upon a loss case a customer may be wanting to replace his card a customer may be wanting to increase your credit limit so these are all the different service definitions that you would create for your new case type and then you would associate that that particular service definitions to the products in case that service is only applicable for certain set of products and then you would want if you want to be able to filter the service definitions by different categories you would want to kind of group them into categories so basically making the agents um quickly go to a category and then see the right services for them to create a case for and then if you want to expose those service definitions on the uh portal you would tie the service definitions to the catalog um and then once you create your service definitions uh out of the box we actually do not um uh um activate the selector component where the agent can use the service selector to select the services uh because not every customer may have implemented case types and service definitions so we we out of the box we provide um a create case action UI on on several different pages like the case list view page the interaction page the account page the contact page a bunch of these Pages however these these particular UI actions are inactive uh when you uh but when you install your case types all you would need to do is go to these various UI actions that we've already shipped out of the box and activate them uh the only uh for your new case type list um uh for the only thing that you would need to do is once you activate them uh for every new case type it'll automatically show up on the account contact and consumer Pages uh just for your new case um uh type uh list view you may want to create a copy of the existing create case UI action and I'll I'll show briefly how you can go activate them in the demo last but not least once you've uh set up your service definitions and once you've set up your activated your service selector um uh you have you as a best practice you want to register your case type it's it's it's um and I'll go I when I do the demo I'll show you how easy it is to um to register your case type the major benefit of registering your case type is like once you have a few casee types you want a single place where you want to be able to see all the case types you created manage them see what are the state flows what are the slas that you've defined what are the um uh notifications that if you defined and any templates that you have so it's an easy way to get to all your case types that you uh have set up in your system um now let me uh flip before we dive into the best practices let me show you quickly uh how we can um activate uh your um uh service selectors and how you can actually Create Your Service definitions madur can I can I get you to go back to number five I think there's one question that's related to to to number five and the question is so number five is where you're defining all of the different areas that you can expose the crate case button um the question is is it possible to have the case type selector on a new tab so you know when you're inside inside of workspace and you click new tab is it possible to have the selector trigger on that do you know um I I yes I I don't know but I think when I do the demo maybe some of the stuff will be answered so let's let me hold off okay that question and then maybe we can get come back to it um thank you Andre um so um so here uh let me show you uh the out the box um service definitions that we see as demo data but also I have some service definitions already created here um so here's uh there's a concept of the service definition categories that I talked about where it's just simply a way to easily group your service definitions so for example you may want to group all your credit card operation Services into credit card operations Credit Services kind of category so I have actually created a credit card credit Card Services category and then within that category I have um uh added some services that you may offer for that um for your credit card operations case type so if I drill down into a particular service definitions for example contining with our example of your increasing credit limit once you create the service so I've created a service definition to increased credit limit uh and here you see that this service definition is tying to your new credit credit card case table and I've also you have uh you can also upload an image so that when the agent is looking at your services it's almost similar to your service catalog like experience but it is for the agents when they're using the agent workspace and you can also default some of your um values so that the agent doesn't need to type in the same thing over and over again for every single um uh case that he's creating for this particular service um request so here uh actually defaulted a short description of request for credit increase as uh but you can have very you can pretty much select any field that you have on your case type or even a dot walk to some of the reference columns that you may have once you've created your service definition you can also then um relate that uh service definition to products so not all services are actually applicable to all products uh so in this case the increased credit limit is only applicable to to my uh card type of products it's not applicable to my home loan so I I would want to associate that so in case a customer is calling and if it doesn't have a a credit card you may you probably would want would not want to show those services to that customer and similarly you have uh you can set up these Service uh catalog relationships where you can then say that this particular service definition this is how I want to expose that on the service catalog this is for the and customers to be able to request the request this particular service um I've already pre-created this so I'm going to go activate it and I'm going to show you um how this will show up on the agent um when the agent is trying to create a new case um and I'm going to save this I've created predefined two service definitions for this particular um uh um um webinar today so I'm going to I had increased credit card limit I also had report loss card so I'm going to activate both these particular both these service definitions and now I'm going to show you how um and then uh how that will appear on the agent workspace so now if you once we've done we've we've created your service definitions associated with the category associated with the service catalog associated with the right products that it's applicable for you now want to go enable your service selector which is how the agent would interact with this particular service definitions to create new cases so uh to um activate your new um your um uh service selector you would go here and it's a it's a declarative action essentially uh you would go to declarative actions you go to your list actions and you can uh some of the actions are on form actions and some actions are on list actions but if you I'm going to show you an example for the list action and then you can select your application as case type um and you see we have two out of the box U declarative actions that we already created but out of the box these two declarative actions are in not active so you would want to go here and click on this and activate this particular action so that when you're creating new cases it will then uh show you the case type selector and then click active and then update so now that that's pretty much what you would need to do to um activate the case type selector so I'm going to go back to the FSM um CSM configurable workspace and I'm going to go back to our creit operations case and then now I'm just going to refresh just in case uh to make sure that the changes are um reflected and we have no caching so now I'm going to click on this new you should see that the case type selector is actually launched so when I earlier created the case you didn't see this selector you actually took you it took you directly to the uh uh to the create case um record page uh and the customer really the agent really needed to know what exact case type he's creating but here he doesn't need to know you can either you can also launch the same thing if you're on cases here you don't need to know what is the case type that I'm going to need to use you can click on new here and it automatically shows you all the services that you've defined you can go use your categories here you can search here so maybe the customer is reporting for asking for an increased credit limit and you can quickly even search here and it'll kind of show you what are the services that are available for that for with that keyword and then you can click on increase credit card limit and it will then automatically create the credit card operations case type behind the scenes so this kind of abstracts what is the case type and which case type I need to select for the agent to provide an appropriate service to the customer that's requesting a particular service and then you see it takes you directly to the credit card case type that we've created so this is how you would um um enable your case type selector and then Create Your Service definitions uh once you've done that um I'm just going to quickly show you how you um the manage case types registry this is more of um um just almost like a best practice where you don't have to do it things will work but uh here's where we have the case type registry it will be a good practice for you to go register your case types here so you have a single place to to view all your case extensions um that's it for my demo today so now I am going to hand it over to Andre to kick us off with some of the best practices that we've put together for you today all right thank you maduri for that excellent demo I will share my screen once again and uh you're able to see my screen right I'm assuming that you can see it okay excellent um so let's talk about some best practices as you go and build your case types so the first best practice that we have is to keep the base case table as pristine as possible and what do we mean by that so if you look at the Box on the left hand side we are saying that you should not do this you should not take the base cable the base out of the box case table and add your case type fields to that table because if you do that in the future when you want to create another case type inherit will come into play and then all of a sudden your second case type that you created in the future will automatically inherit all of those purple fields that you had put into the B base case table so what we are recommending is the green box on the right hand side here keep that base cap base case table pristine create your first case type table via c table extension and add your purple fields to that case type table and then in the future if you need to create a second case type you can once again table extend off of that pristine base case table and then add your teal color fields excuse me so that's best practice number one um best practice number two is to create an organization level case table only if you have substantial field fields in common so what we recommend that you do is if you have that base case table and you're going to be creating separate case types once again inherit off of that base C case table for your case type one the green one on the the left here and for case night number two the only time that you would create this kind of intermediary purple table would be the situation if you have a lot of fields that would be in common across your case types then you would do the situation where you first create your what we're calling an organization-wide case type table and then do your inheritance see off of that so you can almost think of this as being kind of like a double inherit a double uh inheritance kind of situation right you create this organizational table because you have a lot of fields in common and then from there you spin off multiple case type uh tables now or in the future the third best practice that we have has to do with application scoping and specifically when you create case types you should put case types into their own application scope in other words don't put it in in and one of the outof the-box application Scopes now having said that that's not say that's not to say that every case type needs to have its own application scope there may be case types that are in common that you create so for example credit card operations may be related to loan operations you could put them in one common scoped app but what you shouldn't do is you shouldn't put your case types into one of the outof the-box uh scoped apps that we have because that will create some cross scope access uh issues and challenges all right madri did you want to take over and um or or I can uh play the slides out for you but did you want to talk about best practic number four yes yes moving on to the best practice four um the here the recommendation is for um to create granular rules for the new case types as all of you know once you create a new entity in service now you need to provide ACLS access controls for that case type and a recommendation here is to uh create granular roles once you give the right access controls for your case new case type and what I mean by granular roles is you want to create a viewer role you want to create a Creator role a writer role and obviously to report to view a report you want to create a separate role this way you have the flexibility to give different access levels to different personas that are going to be accessing this particular case type so um our basic personas we have for most all of our cases is internal personas which are fulfiller personas which are for example the agents who are fulfilling the case request that's coming from the customer so here I've shown a couple of different examples of personas that we have a fulfiller or a contributor who's working on behalf half of the agent um and for those filler personas you can you you want to probably give both the Creator role the writer role basically to update every uh every field on that particular case type and then you want to inherit the base case agent rule so that they have access to all the base case functionality and then you also want them to give them the base case task agent rol they can actually create case tasks as well um and then for the external personas uh you you since they are going to be uh creating cases uh in a self-service manner via the portal you want to give them the Case Creator role for your new case type and you definitely want to give them the case type viewer role so they can go they can go see what is what state their cases however you may not want to give them wrer role on the entire case type uh you may only want to give them right um right access on specific fields of a case case so any fields that they are going to be entering as part of their intake process so this this create by creating granular roles you can then mix and match the roles that you want to give for the various personas that are accessing your case type and for the external personas you want to inherit the base case customer role so that they get the requestor roles and they can get access and um and they get the base uh user role access um and then the next moving on to the next practice we want you to leverage service technicians to minimize your case types so as we've said that there's multiple services that you can offer to your customers for um a different products and think about grouping your services that you're offering for your products into case types creating a new case type for every single uh service is going to be very expensive uh and you probably wouldn't even want to do that uh so our recommendation is as you're implementing these think how you can group your different Services requests that you may get into case types um and Thena service definitions not only gives you that uh uh Power to group and minimize your case types it also allows gives you a nice user interface for your agents to be able to create cases for these case types without actually needing to know what the case type is they just need to know what the service that they are going to be providing to the customer and then use our service selector to select the appropriate service and last but not least it also would give you a flexibility to filter the services provides you search functionality and uh filter your services based on the sold products for the customer so for example if you like you when Andre showed you on the CSM portal um that um you can you saw based on the so product that only certain set of services that are available for the put the customer to request um our last last best practice is and this I got a request from a couple different customers do I need to use a separate workspace for each of my case type or do I use a single workspace we have different rules and personas that are going to be accessing these case types so our recommendation here is do not create separate workspaces for each case type uh we would want you to um leverage our out of the box CSM FSM configurable as much workspace as much as possible across all your case types um the if you want to if you end up creating uh your own workspace for each case types that not only causes uh additional implementation time you would have to duplicate all your pages you would have to you will not get any of the new capabilities in from our CSM uh configurable workspace uh plus it's just a higher total cost of ownership toward at the end of the day without much benefit um so that concludes our best practices and um I would want to Quick quickly uh um talk about some of the places that you can get more information about case types service definitions so we definitely we as usual have our documentation uh and then we have a white paper on case types um as of now it is uh uh um has is as of Vancouver uh we're in the process of updating it to the Washington release uh to include some of the Washington release changes yeah thank you so thank you for all the questions and the interest uh since we uh we only have a couple more minutes um as as uh we just um talked through this whole webinar uh the purpose of our case type is to have more tailored experiences for your customers and provide various um and support various use cases that you have uh using our horizontal CSM uh and now that you've understood the benefits uh I we would recommend that you go create your own case type play around with it install the customer services case types plugin right now you have to install this but we're looking into bundling that automatically into our CSM so if you once you install CSM you should get managed case Ty because it is a fundamental feature of case management uh and we then then once you install your plugin create your application and create your extension table and model your service definitions and activate your service selector um and Andre's uh put some uh chat links so we have very several webinars and uh live on service now sessions uh we we encourage you to go uh look at them and attend future webinars um and to wrap up thank you for all for everyone who's attended the session and I will stay on for a few more minutes to answer a couple more questions thanks everyone um for this exciting and uh it's it's quite a a juicy topic right there's a lot of different aspects the case types but it provides a lot of value and flexibility to service organizations so please do check it out and thank you for your time today