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They must be assigned with the read role for incident

They must be assigned with the itil role

They must be assigned with the snc_intemal role

They must be assigned with the sn_customerservice.itsm_contributor role

Blocked internally

Work in progress

Blocked externally

Needs attention

Agents are automatically proposed catalog items related to the chosen product on the case form

Consumers can track what products they have purchased via the catalog

It provides a contextual service catalog based on the customer’s subscribed services Most Voted

Customer service managers can track the financial cost of customer’s subscribed services and the related requests

Team members schedules are able to synchronize

More time to develop stories

Working across multiple systems of record

Delivery of core functionality quickly

Can Read user criteria

Whitelist all other groups from the Knowledge Base

Hide the Knowledge Base from the Knowledge Base Portal

Cannot Contribute user criteria

False

True

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Account Management

Responsibility Definitions

Contributor Users

Business Locations

Shareable across KBs: Yes ; Multi-Level: No

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: No ; Multi-Level: No

Shareable across KBs: Yes ; Multi-Level: Yes

Customer Service Historic Data Collection

Customer Service Initial Data Collection

Customer Service Daily Data Collection

Customer Service Case Data Collection