Public Sector

Last updated: 03/20/2024

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Company Headquarters

2225 Lawson Lane

Santa Clara, CA 95054

United States

(408) 501-8550

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Table of Contents

Public Sector Digital Services.............................................................................................................. 4

Exploring Public Sector Digital Services...................................................................................... 4

Roles in Public Sector Digital Services................................................................................. 7

Business Stakeholder for Public Sector Digital Services..................................................... 9

Configuring Public Sector Digital Services............................................................................... 11

Install and configure Public Sector Digital Services Core application.......................... 12

Install the Analytics and Reporting Solution for Public Sector Digital Services..............23

Install and configure the Service Request Playbook application.................................. 23

Integrating Public Sector Digital Services with other applications........................................29

Integrating Public Sector Digital Services with Field Service Management and

Customer Service Management........................................................................................29

Using Public Sector Digital Services...........................................................................................30

Using the Government Service Portal in Public Sector Digital Services......................... 30

Using Service Request Playbooks for Public Sector Digital Services...............................45

Agent experience with Public Sector Digital Services.....................................................61

Using Virtual Agent for Public Sector Digital Services......................................................62

Analytics and Reporting Solutions for Public Sector Digital Services.................................... 64

Constituent Service dashboard..........................................................................................65

Service Offered Performance Overview dashboard...................................................... 69

Public Sector Digital Services reference...................................................................................74

Service Request case form................................................................................................. 74

Components installed with Public Sector Digital Services Core.....................................79

Public Sector Digital Services data model....................................................................... 90

Government Service Case type........................................................................................ 91

Government Service Case form........................................................................................ 93

Life cycle of a government service request case........................................................... 97

Government Service Portal service catalog list............................................................. 101

Agency Service Constituent Profile form........................................................................ 105

Actions for service request case types........................................................................... 108

Government Service Case form related lists.................................................................. 109

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

iii

Public Sector Digital Services

Use the ServiceNow

Public Sector Digital Services Core application to serve constituents,

businesses, and agencies on a single platform.

Explore

Explore Public Sector

Digital Services.

Plan and configure

your implementation.

Integrate

Extend capabilities in

Public Sector Digital

Services by integrating

with other applications.

Use

Learn how agents and

constituents use Public

Sector Digital Services.

Analyze

Track key metrics and

evaluate performance

with preconfigured

dashboards.

Reference

Get details on

components such as

roles, tables, and forms.

Exploring Public Sector Digital Services

Learn about Public Sector Digital Services features to help create a seamless experience for

constituents, businesses, internal agencies, and external agencies.

Public Sector Digital Services applications

The Public Sector Digital Services platform includes the following applications:

Public Sector Digital Services Core

The Public Sector Digital Services Core application provides data models,

workflows, an agent interface, and a portal experience that enable

organizations to innovate faster, deliver a better service experience, and resolve

issues quickly. Public sector agencies can use these features to more efficiently

deliver services to constituents, businesses, and other agencies and help resolve

their issues and cases quickly.

Note: Determine which fields contain sensitive information and how to

encrypt them to protect sensitive data.

Service Request Playbook

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

The Service Request Playbook application provides an end-to-end workflow for

handling non-emergency service requests submitted by public sector end users.

The application includes the following:

• Service catalog of pre-built, non-emergency request options that constituents

and businesses can choose from the Government Service Portal.

• Automated workflow process that agents use to resolve non-emergency

service requests faster and efficiently.

• If using Advanced Work Assignment, a Service Request service channel that

admins can use to automatically route non-emergency service requests to

designated agents.

• Pre-built Virtual Agent conversation topic that enables constituents and

businesses to use Virtual Agent to submit non-emergency service requests.

Performance Analytics and Reporting Solution

The Performance Analytics and Reporting Solution application for Public Sector

Digital Services provides KPIs and benchmarks to measure the government

services provided to constituents, businesses, and agencies.

The Public Sector Digital Services Core application provides data models, workflows, and a

portal experience that enable your organization to innovate faster, deliver a better service

experience, and resolve issues quickly. Public sector agencies can use these features to more

efficiently deliver services to constituents, businesses, and agencies.

Note: Determine which fields contain sensitive information and how to encrypt them

to protect sensitive data.

Benefits

Public Sector Digital Services enables government organizations and external agencies to

support constituents and business stakeholders, all from a single platform.

Key features

Public Sector Digital Services offers key features that enable system administrators and

agents to provide the services and support requested by constituents and businesses.

Public sector data model, workflows, roles, and performance indicators

Feature Description

Government Service case type The base case type tailored for

government services. You can

extend this case type to create other

government case types for various

government services.

Constituent data model The constituent records that contain

constituent profile and consumer

information.

Business data model Business records that contain business

profile, child business, and business

contact information.

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Feature Description

Agency data model Agency records that contain agency

profile and agency staff information.

Public sector services that are offered Types of services available, such as

licenses, permits, service requests, and

benefits.

Public sector services that are

received

Services received by constituents,

businesses, and agencies.

Constituents, business contacts,

agents, and service managers can

easily track the services received.

Persona-based roles Roles for public sector job functions.

These roles control access to public

sector features and information. For

details, seeRoles in Public Sector

Digital Services.

Service catalog of non-emergency

service requests

Pre-built service request options that

constituents and businesses can

choose from the Government Service

Portal.

Service Request Playbook Pre-built processes that agents follow

to create and resolve cases for non-

emergency service requests.

Service Offered Performance

Overview

Performance indicators and data

visualizations on government

services offered to and requested

by constituents, businesses, and

agencies.

Government Service Portal for public sector end users

The Government Service Portal is a dedicated portal for constituents, business

stakeholders, and contributors (working on behalf of constituents), to request

services, track cases, view and update their profiles, report issues, and more.

Business owners can also register a new business, manage contacts, and request

services, permits, or licenses.

You can expand customer support for constituents and businesses by

implementing Virtual Agent, a chatbot that runs on the Government

Service Portal and in supported third-party messaging applications, such as

Engagement Messenger. Public sector end users can request non-emergency

services through a pre-built, automated conversation that helps them submit a

request. Admins and conversation designers can create custom conversations

or modify pre-built conversations provided with Customer Service Management.

Admins and conversation designers can also create bot conversations using

several pre-built components tailored for public sector use cases.

CSM Configurable Workspace for agents

Government agents and agents from external agencies use the CSM

Configurable Workspace to work on issues and deliver services for constituents,

agencies, and businesses. Administrators tailor the configurable workspace for

public sector use, enabling agents to resolve issues faster and view services

received, recent cases, and profiles for businesses, agencies, and constituents.

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Agents can manage their cases, check on service requests, and even initiate

requests for individuals without internet access.

Roles in Public Sector Digital Services

You can use predefined functional and granular roles installed with Public Sector Digital

Services to establish relationships between users and public sector entities. These functional

and granular roles provide different levels of access to public sector data, to help maintain

data security.

• Functional roles: A set of roles required to perform a function or meaningful action that

requires access on multiple entities.

• Granular roles: Roles that provide access to cases, services used, and related public sector

entities. One or more granular roles can be bundled together as a functional role.

A granular model helps protect data by granting the appropriate level of access to the

corresponding public sector entities. With this functionality, each role is associated with a set

of privileges or responsibilities that determine users’ access to certain information. You can

have fine-grained access control by setting granular policies that authorize individuals to

access the information needed to work efficiently and effectively, ultimately helping improve

the constituent experience.

For example, if you extend the Government Service Case table or other tables in the Public

Sector Digital Services app, you must replicate the access control lists for the extended

tables. You can assign granular roles to public sector users to control access to those

extended tables.

Public sector job functions

Public Sector Digital Services supports users with the following basic job functions (personas).

Public sector job functions

Job function Description

Admin System administrator, who has access to all system features, functions,

and data, regardless of security restraints:

• Administers specific scoped apps built using different case types.

• Manages the information for constituents.

Constituent End user, such as a citizen, residents, visitors, veterans:

• Requests services from government agencies.

• Tracks resolution of requests.

Business

stakeholder

End user, such as business owner, business contact, business partner:

• Requests services from government agencies.

• Tracks resolution of requests.

For more information, see Business Stakeholder for Public Sector Digital

Services.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Public sector job functions (continued)

Job function Description

Government

agent

Fulfiller, such as constituent agent, business agent, agency agent:

• Works on government service cases for all constituents. Can read, write,

and update all government service cases and profile records.

• Can belong to specific teams or agencies.

• Can work on specific case types (for example Licenses or

Unemployment).

Contributor Business stakeholder or requester for constituents:

• Help constituents or businesses with services that they need.

• Submits requests on behalf of constituents and acts as proxy.

Government

service

manager

Manager of constituent and business services and agents supporting

constituent services:

• Administers services delivered to constituents, business stakeholders,

and agency.

• Can read, write, update, and delete all government service cases.

• Can read, write, update, and delete all constituent, business, and

agency records.

• Improves service delivery and constituent satisfaction.

Public sector roles

Public Sector Digital Services provides many functional and granular roles that you can assign

to public sector users. For more information about the roles, see Roles installed with Public

Sector Digital Services Core.

Assigning roles to public sector users

You can assign roles to users or groups that have been configured in the Now Platform

. A

user is an individual who can access your instance and a group is a set of users who share a

common purpose. The users associated with a group are listed as group members. After your

users and groups are configured, you can assign roles to them.

Use the following Now Platform user administration features to create your users and groups

and assign the appropriate public sector roles:

Configuring users, groups, and roles

To See

Create users and groups

• Create a user .

• Create a user group .

• Add a user to a group .

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Configuring users, groups, and roles (continued)

To See

Assign roles to users and groups

• Assign a role to a user .

• Assign a role to a group .

Business Stakeholder for Public Sector Digital Services

Business Stakeholder for Public Sector Digital Services includes plugins and roles that provide

access to business stakeholder features.

Overview

Customers who have purchased a Public Sector Digital Services subscription can provide

Business Stakeholder users with the rights to the following actions:

• Create cases on behalf of a customer or an agency (service organization)

• View cases, case tasks, and customer data.

• View and drill through reports.

• Approve requests.

Roles for business stakeholder users

You can assign the following roles to any user who is a business stakeholder.

Create cases on behalf of customers

Role Description Contains roles Plugin User type

Constituent

contributor

[sn_gsm.constituent_contributor]

Enables users to

request services

and raise

government

service cases on

behalf of any

constituent.

• sn_customerservice.consumer_contributor

• sn_gsm.contributor_creator

com.sn_public_sector_digital_services_coreInternal and

external

Business

contributor

[sn_gsm.business_contributor]

Enables business

stakeholders to

request services

and raise

government

service cases on

behalf of any

business.

• sn_customerservice.relationship_contributor

• sn_gsm.contributor_creator

com.sn_public_sector_digital_services_coreinternal and

external

Relationship

contributor

[sn_gsm.relationship_contributor]

Enables business

stakeholders

to raise

government

service cases

on behalf of

customers with

• sn_customerservice.relationship_contributor

• sn_gsm.contributor_creator

com.sn_public_sector_digital_services_coreInternal and

external

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Create cases on behalf of customers (continued)

Role Description Contains roles Plugin User type

which they have

a relationship.

Create cases on behalf of agencies

Role Description Contains roles Plugin User type

Agency

contributor

[sn_gsm.agency_contributor]

Enables agency

agents to

request services

and raise

government

service cases

on behalf of the

agency.

• sn_customerservice.service_organization_contributor

• sn_gsm.contributor_creator

Agency

Support Model

(com.sn_agency_support_model)

Internal and

external

View cases, case tasks, and customer data

Role Description Contains roles Plugin User type

Case viewer

[sn_gsm.case_viewer]

Provides agents

with read-

only access to

government

service cases.

None com.sn_public_sector_digital_services_coreInternal

Constituent

viewer

[sn_gsm.constituent_viewer]

Provides agents

with read-

only access

to constituent

records.

sn_customerservice.customer_data_viewercom.sn_public_sector_digital_services_coreInternal

Business viewer

[sn_gsm.business_viewer]

com.sn_public_sector_digital_services_coreInternal

Services offered

viewer

[sn_gsm.service_offered_viewer]

Provides users

with read-

only access

to services

offered records

and services

received

records.

sn_customerservice.customer_data_viewercom.sn_public_sector_digital_services_coreInternal

Government

services

received viewer

[sn_gsm.service_received_viewer]

Provides users

with read-

only access

to services

received

records.

com.sn_public_sector_digital_services_core

Internal

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View and drill into reports and dashboards

Role Description Contains roles Plugin User type

Report Viewer

[sn_gsm.report

viewer]

Enables users to

view reports on

the Public Sector

Digital Services

platform.

None com.sn_public_sector_digital_services_coreInternal

Note: Customers who have purchased a Public Sector Digital Services subscription

can provide Business Stakeholder users with rights to actions listed under Business

Stakeholder for Customer Service Management .

Configuring Public Sector Digital Services

Set up Public Sector Digital Services to enable government agents and service managers to

provide government services to constituents, businesses, and other agencies.

Public sector configuration tasks

As a user with the admin role, complete the following main configuration tasks to set up

Public Sector Digital Services.

Public Sector Digital Services configuration tasks

Configuration task Description

Install Public Sector Digital Services Core Install and configure the Public Sector

Digital Services Core application

(com.sn_public_sector_digital_services_core)

plugin from the ServiceNow Store. It

provides the public sector features used by

constituents, businesses, agency agents,

government agents, and government

service managers.

Install the Performance Analytics Content

Pack for Public Sector Digital Services

Install the Performance Analytics Content

Pack for Public Sector Digital Services

(com.sn_public_sector_digital_services_pa)

plugin from the ServiceNow Store. This

application provides dashboards that

government agents and service managers

can use to track government cases and

monitor government services offered to and

received by constituents.

Install and configure the Service Request

Playbook application

Install and configure the Service

Request Playbook application

(com.sn_public_sector_digital_services_core)

plugin from the ServiceNow Store. It provides

an end-to-end workflow for handling non-

emergency service requests submitted by

public sector end users.

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Other configuration tasks

You can optionally use ServiceNow

Virtual Agent with Public Sector Digital Services.

Virtual Agent, which is available with a subscription, provides end-user assistance through

automated conversations in chat channels. Public Sector Digital Services offers several

pre-built public sector components that conversation designers can use in Virtual Agent

conversations. A pre-built conversation topic for creating service requests is provided with the

Service Request Playbook application.

If you’re using Virtual Agent, review and meet the following prerequisites:

• Virtual Agent configuration: Set up Virtual Agent and related chat features. For details, see

Planning and configuring Virtual Agent .

• Customer Service conversations: Activate Virtual Agent for CSM so that you and your

conversation designers can use pre-built Customer Service conversation topics and topic

blocks for Virtual Agent. For more information on customer service conversations, see

Customer Service Virtual Agent conversations .

• Basic knowledge of conversation design: Become familiar with creating and updating

conversation topics using Virtual Agent Designer. To learn more, see Getting started with

Virtual Agent Designer .

Install and configure Public Sector Digital Services Core

application

Install the Public Sector Digital Services Core application and configure various features used

in the application.

Complete the following tasks to install Public Sector Digital Services Core and configure key

features.

Task

Install Public Sector Digital Services Core Install Public Sector Digital Services Core

(com.sn_public_sector_digital_services_core)

from the ServiceNow

Store. It provides

these key features:

• Government Service Portal: Used by

constituents and businesses to find, track,

and request government services.

• CSM Configurable Workspace: Used by

agency agents, government agents, and

government service managers to interact

with and assist constituents, businesses,

and contributors who are authorized

to represent or assist constituents and

businesses. This workspace requires

configuration for public sector use.

Review and assign roles to public sector

users

Assign public sector roles to users or groups

that have been configured in the Now

Platform

. For additional role information,

see Roles installed with Public Sector Digital

Services Core.

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Task

Customize the Government Service Portal Customize the look and feel of the

Government Service Portal and other portal

features used by constituents, businesses,

and agencies.

Set up the Configurable Workspace for

government agents and managers

Configure various elements of the

workspace to display the appropriate public

sector modules, lists, and fields, and activate

other workspace features for your agents,

such as Customer Central.

Configure Virtual Agent for Public Sector

Digital Services

Set up Virtual Agent so that conversation

designers (topic authors) can create and

modify chatbot conversations for public

sector use cases. Also enable your end

users to run Virtual Agent in the Government

Service Portal and get help with self-service

tasks.

Configure a service for constituent, business,

or agency

Define the type of service offered, the

service taxonomy, and agency that offers

the service.

Install Public Sector Digital Services Core

You can install the Public Sector Digital Services Core application

(com.sn_public_sector_digital_services_core) if you have an admin role. The application

includes demo data.

Before you begin

• Ensure that the application and all of its associated ServiceNow Store applications have

valid ServiceNow entitlements. For more information, see Get entitlement for a ServiceNow

product or application .

• Review the Public Sector Digital Services Core application listing in the ServiceNow Store

for information on dependencies, licensing or subscription requirements, and release

compatibility.

Role required: admin

About this task

For more information, see Components installed with Public Sector Digital Services Core.

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Procedure

1. Navigate to All > System Applications > All Available Applications > All.

Find the Public Sector Digital Services Core application

(com.sn_public_sector_digital_services_core) by using the filter criteria and search bar.

You can search for the application by its name or ID. If you can't find the application, you

might have to request it from the ServiceNow Store.

In the list next to the Install button, the versions available to you are displayed.

Select a version from the list and select Install.

In the Install dialog that is displayed, any dependencies that are installed along with your

application are listed.

4. If you are prompted, follow the links to the ServiceNow Store to get any additional

entitlements for dependencies.

Optional: If demo data is available and you want to install it, select the Load demo data

check box.

(Optional) Demo data comprises sample records that describe application features

for common use cases. Load demo data when you first install the application on a

development or test instance.

Important: If you don't load the demo data during installation, it's unavailable to

load later.

6. Select Install.

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Customize the Government Service Portal

Modify the Government Service Portal to meet your needs, for example to set the portal

branding.

Before you begin

Role required: admin

Procedure

Navigate to All > Service Portal > Service Portal Configuration.

Some of the components that you can customize include:

• Branding: Configure the portal branding to give your Government Service Portal its own

look and feel. For example, you can give your portal a name and add your logo.

• Menus: Configure the portal header menu to set up the main menu, one of the main

navigation controls for your users.

• Homepage: Assign a homepage to the portal .

• Widgets: Use Service Portal widgets to define the content in your portal.

• Roles: Configure page security by role to either set up pages to be public (no login

required) or to filter them by user role.

Setting up the Configurable Workspace for Public Sector Digital Services

Modify the CSM Configurable Workspace to show the lists, modules, and form fields for Public

Sector Digital Services.

Certain features in the configurable workspace for Public Sector Digital Services require

configuration.

Configure the List Menu for Public Sector Digital Services

Add public sector-related menu options to the List Menu in the CSM/FSM Configurable

Workspace.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Definition > Tables.

2. In the Tables [sys_db_object] table, select the Search icon next to the Label column and

under the column heading, enter UX List Menu Configuration.

3. In the UX List Menu Configuration List table, go to Related Links and select Show List.

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Optional: From the Context menu, select Create Favorite to bookmark the UX List Menu

Configurations table so that you can quickly access it if you need to make changes later.

(Optional)

5. Remove the categories that are not applicable to Public Sector Digital Services.

Select the CSM/FSM Configurable Workspace List Menu record and go to the UX List

Categories tab.

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b. For each of the following categories, select the category record and change the Active

value to false:

Note: If the following message is displayed, select the here link to edit the page.

▪ Cases

▪ Major Issue Management

▪ Tasks

▪ SLAs

▪ Incidents

▪ Problems

▪ Change

▪ Requests

▪ Catalog Tasks

▪ CMDB

▪ Conversation Monitoring

Select the Customer list category and set the Active value to false for the following

records:

▪ Accounts

▪ Partners

▪ Contacts

What to do next

Configure the Public Sector landing page using the UI Builder.

Configure the Public Sector landing page with UI Builder

Use the UI Builder to change certain fields in the Public Sector landing page of the CSM

Configurable Workspace.

Before you begin

Role required: admin

About this task

The CSM Landing Page gives agents an overview of their new, assigned, and high-priority

cases, plus the cases assigned to their groups. Replace certain fields in the landing page with

fields relevant to public sector. You can also add or change other fields as needed. For more

information on using UI Builder to modify pages, see Work with pages .

Procedure

1. Navigate to All and in the filter, enter and select UI Builder.

2. Navigate to the CSM Landing Page:

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a. In the list of My experiences, select the CSM/FSM Configurable Workspace.

b. In UI Builder, navigate to Page > Landing Page and select CSM Landing Page.

In the message displayed at the top of the page, select Edit in original scope.

In the CSM Landing Page, select the My active cases component and in the Config tab of

the Configuration pane, delete the account field from the Columns.

Add the Constituent field:

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a. In the Configuration pane, select +Add in the Columns list to open the field chooser.

In the Choose a field list, select Consumer > Constituent and then select OK.

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c. In the Configuration pane, rearrange the columns by moving consumer.constituent

below short.description.

5. Repeat Steps 3 and 4 to change the My Team’s cases component.

6. Make other page changes as needed.

7. Select Save in the top right corner to save the landing page changes.

Activate Customer Central for viewing profile information

Install Customer Central using Customer Service Guided Setup so that agents can have

a complete view of constituent, business, or agency information in Public Sector Digital

Services.

Before you begin

Role required: admin

About this task

Customer Central displays all the touchpoints that a constituent, business, or agency has with

a government center or agency, in the form of information cards.

Procedure

1. Navigate to All > Customer Service > Administration > Guided Setup.

2. In the section Customer Central - Customer Information for CSM Configurable Workspace,

locate the list of tasks for setting up the configurable workspace.

Select Activate Customer Central to install the plugin.

After installation, one of the following tabs is available on the interaction record:

◦ The Constituent Information tab when the Constituent tab is populated.

◦ The Business Information tab when the Business tab is populated.

◦ The Agency Information tab when the Agency tab is populated.

You can perform other changes to this layout, as needed. For more information, see

Configure the Customer Information view using the CSM Configurable Workspace .

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Configure Virtual Agent for Public Sector Digital Services

Set up ServiceNow

Virtual Agent so that conversation designers (topic authors) can create

and modify automated conversations for public sector use cases. Also enable your end users

to run Virtual Agent in the Government Service Portal and get help with self-service tasks.

Before building Virtual Agent topics for public sector use cases

As admins or topic authors (users with the virtual_agent_admin role), you can do the

following with Virtual Agent:

• Use pre-built conversations and topic blocks in conversations (components that run

subflows or common functions when used in a conversation). Pre-built conversations

and topic blocks are available with the Virtual Agent platform, Customer Service Virtual

Agent Conversations plugin (com.sn_csm.virtualagent), and Service Request Playbook

application. Pre-built Public Sector topic blocks are available with the Public Sector Digital

Services Core application.

• Build your own custom, public sector conversation topics and topic blocks. You can

duplicate pre-built topics and topic blocks and then customize them as needed.

Before you or your topic authors create or modify Virtual Agent conversations, meet the

following prerequisites for working with topics and topic blocks using Virtual Agent Designer:

• Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) to access Virtual Agent

Designer and platform topics and topic blocks.

• Activate the Customer Service Virtual Agent plugin (com.sn_csm.virtualagent) to access

pre-built Customer Service Management conversations and topic blocks.

• Become familiar with Virtual Agent Designer to create and update conversation topics.

• Install Public Sector Digital Services Core to access public sector topic blocks that can be

used when creating public sector conversations.

• Install Service Request Playbook for Public Sector Digital Services to access the pre-built

topic, Create a Service Request.

Configure Virtual Agent conversations for public sector users

As admins or topic authors (users with the virtual_agent_admin role), you can deploy pre-built

conversation topics, such as the Create a Service Request topic provided with the Service

Request Playbook application, as well as custom conversation topics that you create.

Procedure

1. Configure Agent Chat to run in the Government Service Portal.

a. Navigate to All > Service Portal > Agent Chat.

b. Locate the GSP Chat record and set it to Active.

2. In Virtual Agent Designer, publish the topic to make it available to your end users.

For more information on working with topics in Virtual Agent Designer, see Getting Started

with Virtual Agent Designer .

Configure a service for constituent, business, or agency

Configure Public Sector Digital Services so that you can define the type of service offered,

the service taxonomy, and which agency offers the service.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Before you begin

Note: Determine which fields contain sensitive information and how to encrypt them

to protect sensitive data.

Role required: admin

Procedure

1. Navigate to All > Constituent Service > Services Offered > All.

2. Click New or open the service record to be updated.

On the form, fill in the fields.

Service Offered form

Field Description

Name Name of the service offered.

Service type Indicates the type of service offered. Select a service type:

◦ License

◦ Permit

◦ Service Requests

◦ Benefits

◦ Emergency Benefits

The appropriate category and subcategory appear in the

Category and Subcategory fields.

Category Select the appropriate category. The options available are

dependant on theService type selected.

Subcategory Select the appropriate subcategory. The options available

are dependant on the Service type selected.

Payment source Payment source of the service offered. Select one of the

following:

◦ Grant based

◦ Fee based

Short description Short description of the service offered.

Description Description of the service offered.

Number Shows the government service number assigned to the

case.

Jurisdiction Jurisdiction of the service offered. Select one of the

following:

◦ Local

◦ County

◦ State

◦ Federal

Status Status of the service offered. Select one of the following:

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Field Description

◦ Available

◦ Not available

Period start date Optional. Start date when you can request the offered

service.

Period end date Optional. End state that you can request for an offered

service.

4. Click Submit or Update.

Install the Analytics and Reporting Solution for Public Sector Digital

Services

Install the content pack for the Public Sector Digital Services Performance Analytics and

Reporting Solution from the ServiceNow Store.

Before you begin

• Activate the full, subscription version of Performance Analytics on the instance where you

are activating this Now Intelligence Solution. You can activate Performance Analytics on

a non-production instance without purchasing a subscription. For more information, see

Activate your Performance Analytics subscription .

• Install Public Sector Digital Services Core from the ServiceNow Store.

Role required: admin

Procedure

1. Navigate to All > System Applications > All Applications > ServiceNow Store.

2. Browse for Performance Analytics Content Pack for Public Sector Digital Services and verify

that you have the necessary valid entitlements.

You need a HI account and permission to request applications for the instances under

consideration. The HI account and the instance need to be part of the same company. For

more information, see Install a ServiceNow Product on the ServiceNow Store.

3. Search for Performance Analytics Content Pack for Public Sector Digital

Services.

4. Install the application.

Install and configure the Service Request Playbook application

Install the Service Request Playbook application, which enables public sector end users to

submit and track non-emergency service requests and provides government agents with a

pre-defined process for handling and resolving these requests. You can then configure the

features available for submitting requests and routing requests to agents.

As a user with the admin role, complete the following configuration tasks to set up the

Service Request Playbook, after you install the Public Sector Digital Services Core application.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Task Description

Install Service Request Playbook for Public

Sector Digital Services

Install Service Request Playbook

(com.sn_public_sector_digital_services_core)

from the ServiceNow

Store.

Automatically route service requests using

Advanced Work Assignment

Use the ServiceNow Advanced Work

Assignment (AWA) application to route

and assign public sector service requests to

designated agents.

Configure Engagement Messenger for

Service Request Playbook application

Configure certain Engagement Messenger

settings that enable public sector end users

to create and track non-emergency service

requests from Engagement Messenger.

Enable public sector end users to create a

service request using Virtual Agent

Use Virtual Agent Designer to publish

the pre-built conversation topic, Create a

service request, which enables end users

to submit a service request using the Virtual

Agent chatbot.

Install Service Request Playbook for Public Sector Digital Services

You can install the Service Request Playbook application (sn_gsm_srvc_req) if you have

the admin role.The application includes demo data and installs related ServiceNow

Store

applications and plugins if they aren’t already installed.

Before you begin

• Ensure that the application and all of its associated ServiceNow Store applications have

valid ServiceNow entitlements. For more information, see Get entitlement for a ServiceNow

product or application .

•

Certain features in the Service Request Playbook application are available based on your

ServiceNow entitlements and may require installation of other ServiceNow applications

and activation of specific plugins.

Note: Install the Playbooks for Customer Service Management application to

enable the playbook experience.

• Review the Service Request Playbook application listing in the ServiceNow Store

for information on dependencies, licensing or subscription requirements, and release

compatibility.

Role required: admin

About this task

The Service Request [sn_gsm_service_request_case] table is installed with Service Request

Playbook.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Procedure

1. Navigate to All > System Applications > All Available Applications > All.

Find the Service Request Playbook application (sn_gsm_srvc_req) using the filter criteria

and search bar.

You can search for the application by its name or ID. If you cannot find the application,

you might have to request it from the ServiceNow Store.

In the list next to the Install button, the versions available to you are displayed.

Select a version from the list and select Install.

In the Install dialog that is displayed, any dependencies that are installed along with your

application are listed.

4. If you are prompted, follow the links to the ServiceNow Store to get any additional

entitlements for dependencies.

Optional: If demo data is available and you want to install it, select the Load demo data

check box.

(Optional) Demo data comprises sample records that describe application features

for common use cases. Load demo data when you first install the application on a

development or test instance.

Important: If you don't load the demo data during installation, it's unavailable to

load later.

6. Select Install.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Automatically route service requests using Advanced Work Assignment

Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign

public sector service requests, such as non-emergency requests, to designated agents.

The Service Request Playbook application provides the following items that are used in AWA

to automatically route and assign public sector service requests:

• Service Requests service channel - The default service channel for routing incoming public

sector service requests to specific government agents. This service channel includes

related attributes that define the default conditions for determining the items handled in

the channel, work queue associated with agent assignment groups, agent inbox layouts,

and more.

• Public Sector Requests assignment group - The default assignment group that identifies the

agents handling public sector service requests. Agent assignments are based on agent

availability, capacity, and skills.

• Public Service Requests queue - The default queue to which public sector service requests

are routed.

•

Inbox layouts - The default card layouts for service request items displayed in the agent

inbox view of CSM Configurable Workspace:

◦ Constituent Service Request layout: Includes Short description, Constituent, and Service

fields.

◦ Business Service Request layout: Includes Short description, Business, Business Contact,

and Service fields.

◦ Generate Service Request Layout: Displayed when anonymous users submit service

requests. Includes Short description and Service fields

As an admin, you can change the default attributes for the Service Requests service

channel, such as the related assignment group and queue settings. For details, see Configure

Service Requests service channel.

Configure Service Requests service channel

Change the default Service Requests service channel attributes in Advanced Work

Assignment to control how public sector service requests are routed and assigned to

government agents.

Before you begin

• Activate the Advanced Work Assignment plugin (com.glide.awa) .

• Activate the Agent Chat plugin (com.glide.interaction.awa) .

• Install the Service Request Playbook application.

Role required: awa_admin or admin

About this task

You can modify the context and attributes for service channels in AWA. For the Service

Requests service channel, use the Public Sector Requests assignment group to specify

the agents handling service requests. You can also add advanced conditions to filter the

routing conditions in the Service Request service channel, or change queue settings, such as

assignment rules.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Procedure

Configure the Service Requests service channel by modifying the default attributes as

needed.

Options Steps

Enable the Service Request service channel

a. Navigate to All > Advanced Work Assign

ment > Settings Presence States.

b. Select the Available record.

c. In the Presence State form, go to theSer

vice Channels field and move the Service

Request channel to the Selected column.

d. Select Update.

Add members (agents) to the Public Sector

Requests assignment group

a. Navigate to All > Advanced Work Assign

ment > Management > Groups.

b. Select the Public Service Requests group.

In the Group form, navigate to the Group

Members related list and review the list of

example members.

Use the examples to determine the gov

ernment agents, managers, and their as

sociated roles to be added to the assign

ment group.

Note: Agents and managers added

to this assignment group must also

have the awa_agent role.

d. In the Group Members related list, click Edit

to add members to the group.

e. Select Edit.

f. Select one or more names in the Col

lection list and move them to the Group

Members list.

g. Select Save.

Configure the Public Service Requests

queue

a. Navigate to All > Advanced Work Assign

ment > Settings > Queues.

b. Select the Public Services Requests queue.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Options Steps

c. Change other settings as needed, for ex

ample the assignment rule that determines

Assignment Eligibility.

d. Select Update.

For more information on queue settings, see

Change Inbox card layouts for service re

quest items in CSM Configurable Workspace

a. Navigate to All > Advanced Work Assign

ment > Service Channels and select the

Service Request channel.

b. Select the Inbox Layouts related link.

c. Select the layout and edit the fields to be

updated.

d. Select Update.

For more information on changing inbox

card layouts, see Create or modify an inbox

Configure Engagement Messenger for Service Request Playbook application

Configure certain Engagement Messenger settings to enable public sector end users to

create and track non-emergency service requests from Engagement Messenger. With

Engagement Messenger, public sector users can access self-service and chat features from

third-party web applications outside of the ServiceNow environment.

Before you begin

• Create an Engagement Messenger module. For more information on implementing

Engagement Messenger, see Set up Engagement Messenger .

• Be familiar with customizing the Engagement Messenger module. For details, see

Customize the feature configuration of Engagement Messenger .

• Activate the Agent Chat plugin (com.glide.interaction.awa).

• Activate the Virtual Agent plugin (com.glide.cs.chatbot), which requires a subscription.

• Activate the Customer Service Virtual Agent Conversations plugin

(com.sn_csm.virtualagent), which requires a subscription.

Role required: sn_csm_ec.ec_admin or admin

About this task

Public sector end users can create and track service requests in Engagement Messenger.

They can choose from a catalog of pre-packaged service requests that are provided with

the Service Request Playbook application. If Virtual Agent is implemented, they can use

the pre-built Virtual Agent conversation, Create a Service Request, to submit and update

non-emergency service requests from Engagement Messenger. You must enable the

Government Service Catalog and this pre-built Virtual Agent conversation in Engagement

Messenger.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Procedure

1. In Engagement Messenger, navigate to All > Engagement Messenger > Modules.

2. Customize the Catalog feature to use the Government Service Catalog, which provides

the pre-packaged, non-emergency services that users can select from when creating a

service request.

a. From the Features section, open the Catalog feature.

b. Select Edit to search for and then add the Government Service Catalog.

Customize the Chat feature by enabling the pre-built Virtual Agent conversation for

creating a service request.

a. From the Features section, open the Chat feature.

b. Under Reference chat, find and select the Create a Service Request conversation topic.

4. Select Update.

Integrating Public Sector Digital Services with other

applications

Extend the capabilities of Public Sector Digital Services and connect with other departments

to assist with case resolution by integrating with other applications.

Public Sector Digital Services provides integrations with the following applications:

Integrating Public Sector Digital Services with Field Service Management and Customer

Service Management

Integrating Public Sector Digital Services with Field Service

Management and Customer Service Management

When you integrate Public Sector Digital Services with the Customer Service Management

(CSM) application and the Field Service Management application, you can create and view

all work orders and appointments that are related to your case, depending on the business

needs.

Users can view the information about the constituent, household, business, and contact on

work orders and work order tasks in the Field Service Management application.

Product use rights that are included with this application

If you purchased a subscription for both the Public Sector Digital Services (PSDS) application

and the Field Service Management (FSM) application, Public Sector Digital Services agents

can create and view all work orders and appointments that are related to their cases.

If your Field Service Management field agents have the correct roles, they can view the

relevant Public Sector Digital Services data from work orders.

External users with the snc_external and other relevant Public Sector Digital Services and

Customer Service Management (CSM) roles can view all case-related work orders and

appointments that are related to their accounts.

Configuring the Customer Service Management integration with Field Service

Management

Complete these initial configuration steps for the integration:

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• Activate the Customer Service Management integration with the Field Service

Management (com.snc.csm_fsm_integration) plugin.

• If you want to manage how agents work with Public Sector Digital Services case types, you

can also add UI actions to the relevant playbooks.

• Add the Work orders related list to the Public Sector Digital Services case type tables for all

relevant views on Classic UI and Workspace.

• Assign the Public Sector Digital Services (PSDS) customer data viewer roles to Field Service

Management field agents so that they can view relevant PSDS customer data from work

orders.

Note: Adding certain viewer roles might require a Business Stakeholder license. For

more information about Business Stakeholder users, see Business Stakeholder for Public

Sector Digital Services.

Using Public Sector Digital Services

Learn how public sector agencies help constituents and businesses with digital services and

resolve their issues.

Using the Government Service Portal in Public Sector Digital

Services

By using the Government Service Portal, constituents and businesses can report issues, access

and view the status of existing service requests, search for information about a question

or issue, view and update their personal contact information, request assistance from a

government service agent, and a lot more in a user-friendly, customizable interface.

Using the Government Service Portal as a constituent

The Government Service Portal experience begins on the homepage for constituents.

Agencies usually customize their homepages to be viewed by logged-in users and users

who aren't logged in. For example, the logged-in users may see different information on the

homepage than the users who are not logged in.

This example shows the default homepage for a logged-in user of the Public Sector Digital

Services Government Service Portal.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Government Service Portal default homepage (Constituent view)

Note: Administrators can customize Government Service Portal homepages in Service

Portal, so homepages may differ visually across government agencies. For more

information on customization, see Customize the Government Service Portal.

The following table lists what constituents can access and use by accessing the homepage.

Government Service Portal homepage for logged-in constituents

UI component Description

Knowledge Tab where constituents can access the Knowledge homepage and search

or view a list of the top-rated or most viewed knowledge base articles.

Services Tab where constituents can find all the available services in the catalog.

They can search through the service catalog or view a list of the recently

used or most popular catalog items.

Your Cases Tab where constituents can find all their cases.

Your

Information

Tab where constituents can access quick links to their personal information:

• Businesses (Agent Experience only)

• Contacts (Agent Experience only)

• Items Received

• Services Received

• Publications

Notifications Tab where constituents can see their notifications for resolved cases, cases

awaiting information, publications, and approvals.

Tours Link where constituents can view a tour for additional guidance on how the

Public Sector Digital Services application works. An administrator determines

whether tours appear on pages.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Government Service Portal homepage for logged-in constituents (continued)

UI component Description

Live Chat Link where constituents can chat with a virtual agent or a customer service

agent. For more information, see Get help with your service requests by using

Virtual Agent.

Engagement

Messenger

Link where constituents can use Engagement Messenger to find the

information or services from third-party web applications that are outside

of the ServiceNow environment. For more information, see Configure

Engagement Messenger for Service Request Playbook application.

Profile menu Link where constituents can access a profile photo to either view a profile or

log out.

Search Link where constituents can search the portal by either entering a keyword

to use the type-ahead search or enter one or more words to view all search

results.

Most viewed

articles

Link where constituents can view a list of the most viewed articles.

Featured

articles

Link where constituents can view featured community content.

Most useful

articles

Link where constituents can view the most useful knowledge articles by the

usage count of the articles.

Constituents can do the following tasks in the Government Service Portal:

• Register as a new user, create a login, and create a user profile.

• Search for information, browse knowledge articles, and engage with the community.

• Get help using Virtual Agent.

• Request services such as street repair, trash removal, building inspections, and other public

maintenance.

After registering and logging in to the Government Service Portal, constituents can:

• View the services that they received.

• View constituent profiles (includes household information, such as names, addresses, and

other constituent information).

• View existing cases.

• View publications and notifications including government pamphlets and newsletters

about services as well as government notifications.

For more information on the services that are offered in the Government Service portal

service catalog, see Government Service Portal service catalog list.

Using the Government Service Portal as a business

The Government Service Portal enables businesses to access their cases and service

information as well as report issues. Business or business contacts can use the Government

Service Portal to view their submitted cases, and raise requests by using the service request

catalog.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Business contacts have the same functionality as a constituent user, with a few additional

permissions. In addition to the base user tasks, business contacts can do the following tasks in

the Government Service Portal:

• Register a new business.

• Request services that are related to licenses, benefits, permits, and service requests.

• View services that they received.

• View items that they received.

• View their existing cases.

• View business and child business profiles.

• View business contact information such as names, addresses, and other contact

information).

• View publications, such as government pamphlets and newsletters about services.

• View notifications such as government notifications and new contact approvals.

Customizing the Government Service Portal

To customize this portal, navigate to Service Portal > Portals and click Government Service.

See Service Portalfor more information about creating a custom interface.

search for information, request assistance from a government service agent, or track the

status of your request.

Before you begin

Role required: none

Procedure

1. Navigate to the Government Service Portal

2. In the portal header, select Register.

3. Select whether you want to register as a Constituent, a Business contact, or a Business.

4. Fill in the fields on the registration form.

Your email address must be unique. If you enter an address that is already in the system,

you receive an error message. Try again with a different email address.

5. Select the Security Code check box, complete the CAPTCHA validation, and select Verify.

6. When prompted to agree to the privacy policy and to the community terms and

conditions, select the agree check box.

Select Sign Up.

A verification email is sent to the email address that you provided.

8. Select the link in the email to verify your email address.

Result

Your registration is complete. You can now log in to the Government Service Portal.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Self-registering a business account in the Public Sector Digital Services government service

portal

As a business owner, you can self-register your business on the government service portal to

gain access and to create a business profile.

Before you begin

Role required: none

Procedure

1. Go to the Government Service Portal page and select Register in the portal header.

2. When prompted, select A new business.

3. On the form, fill in the fields.

4. Select the Security Code check box, complete the CAPTCHA validation, and select Verify.

5. Agree to the privacy policy and to the community terms and conditions by selecting the

check box.

Select Register.

Your request is routed to an administrator, who can approve or deny the registration

request. If the registration request is approved, you receive an email prompting you to

set a user ID and password for login to the Government Service Portal. If the registration

request is denied, you are notified by email.

View or update a constituent profile in the government service portal

As a registered constituent, view your profile, update your information, and change your

password directly on the Public Sector Digital Services government service portal.

Before you begin

Role required: sn_gsm.constituent

Procedure

1. Log in to the Government Service Portal.

2. Select your user name in the portal header and select Profile.

To update the personal information in your profile, including your name, contact

information, and address:

a. Select the field that you want.

b. In the pop-up window, enter the new information.

c. Select Save.

For more information on the fields, see Agency Service Constituent Profile form.

To change your password, select Change Password.

The Change Password link appears on the government service portal profile only when the

Self Service Password Reset plugin (com.snc.password_reset) is activated by an admin.

5. In the Change Password pop-up window, rill in the fields and select Update.

To manage your email notification preferences, select Notification Preferences and check

the options that you want or clear the options that you don't want.

Your preferences are automatically saved.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Track your cases from the Government Service Portal in Public Sector Digital

Services

Keep track of your cases in the Government Service Portal by viewing a list of your cases and

selecting the ones that you want to see more details about.

Before you begin

Role required: sn_gsm.constituent

About this task

Selecting a case opens a form with the following sections:

• A conversation that displays the interaction between the user and the government service

agent.

• The action that needs to be taken on the user's part, such as accepting or rejecting a

solution.

• The case details, including the case number and current status.

• Any attached files.

Procedure

1. In the Government Service Portal portal header, navigate to Your Cases.

2. In your list of cases, select the case number that you want to view more information about.

Optional: If you want to add a message for an agent, enter the message, and select Post.

Your message becomes part of the case conversation. All responses from the agent are

also included in the conversation, and you can see responses from other agents here.

Creating a government service request with Public Sector Digital Services

You can create a case about a community question or issue from the Government Service

Portal in Public Sector Digital Services. The Government Service Portal supports submissions by

both registered and anonymous users.

Before you begin

Role required: none.

About this task

Constituents can use the Government Service Portal to request services and report issues in

their community. They can also use the portal to view the status of existing service requests,

as well as update their contact information.

Constituents can submit their non-emergency requests through the Government Service

Portal self-service experience, through Virtual Agent, or using Engagement Messenger. For

more information on using Virtual Agent with Public Sector Digital Services, see Get help with

your service requests by using Virtual Agent.

Create a service request as a registered user

Procedure

1. Navigate to the Government Service Portal.

2. Navigate to Services > Service Requests to expand the list of Service Requests categories

that are offered by Public Sector Digital Services.

3. Select the desired category.

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4. Select the Service Request issue that you want to report. For more information on the

services offered in the Government Service Portal, see Government Service Portal service

catalog list.

5. On the form, fill in the fields.

Create Case form

Field Description

Location Type Location type of the service request. The choices are:

Address or an Intersection.

Street Address Address for this case, if Address is selected as the location

type.

First Cross Street/Second

Cross Street

Cross streets for the case, if Intersection is selected as the

location type.

Short Description Brief description of the question, issue, or problem.

Details Detailed description of the question, issue, or problem.

Contact Information Contact information for the business or individual who

reported this case.

6. Add any attachments.

7. SelectSubmit.

The case is created, assigned a case number, and is now viewable in the Your Cases list

in the Government Service Portal. For information on how to track the case as it moves

through the various stages, see Track the status of a government service request from the

Government Service Portal.

Create a service request as a public user

Create a service request as a public user in the Public Sector Digital Services application.

You can a submit service request anonymously, without logging into the application.

Organizations usually customize their landing pages, and anonymous users may see different

information than users who are logged in.

Note: To allow public users to submit service requests, certain settings must be

configured by an administrator. For more information on how an administrator might

configure these settings, see Unauthenticated users cannot submit catalog items on

Service Portal .

• Navigate to the Government Service Portal.

• On the portal header, select Services.

• Expand the list of Service Requests categories offered by Public Sector Digital Services by

selecting Service Requests.

• Select the category that you want.

• Select the Service Request issue that you want to report.

•

On the form, fill in the fields.

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Create Case form

Field Description

Location Type Select whether the service request is being submitted for an

Address or an Intersection.

Street Address The address for this case, if Address is selected as the location

type.

First Cross Street/Second

Cross Street

The cross streets for the case, if Intersection is selected as the

location type.

Short Description A brief description of the question, issue, or problem.

Details A detailed description of the question, issue, or problem.

Contact Information Select if you are reporting this case as a business or an

individual.

Note: You may choose to leave the Contact Information fields blank, or you may

add your email to receive updates on the case status. Adding attachments is not

supported as a public user.

•

Select the Security Code check box, complete the CAPTCHA validation, and click Submit.

You will be taken back to the service request catalog, where you can submit another

service request or register for an account.

Note: If you didn't provide any contact information, you can't track the status of this

request or see details of the case after you select Submit. If you would like to check

the status of this request after your submit it, you must register for an account. For

instructions, see Register for the Government Service Portal.

Track the status of a government service request from the Government

Service Portal

Monitor the status of a case that you submitted through the Government Service Portal in

Public Sector Digital Services. On the case page, you can see when the case was created,

when it was last updated, and whether it’s awaiting a response from you or from an agent.

Before you begin

Role required: constituent, business_contact, business_partner

Procedure

1. Navigate to the Government Service Portal.

2. In the Government Service Portal header, select Your Cases.

The following table lists the case categories that are visible:

Your Cases Category list

Category Description

All Cases List of all cases.

Action Needed Cases in the Resolved state that are

awaiting a constituent response.

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Category Description

Your Cases Cases that haven’t yet been submitted for

resolution.

Your Requests Cases that have been submitted for

resolution and are awaiting an agent

response.

Your Service Requests All service request cases that a user has

access to. The Service Requests list shows

the following fields:

◦ Service Request Number

◦ Short Description

◦ Constituent

◦ Business

◦ Business Contact

◦ State

◦ Reported on

Under Your Cases, select the case number that you want.

The following table describes the fields that are displayed:

Government Service Portal Case Fields

Fields Description

Timeline Visual display that shows when the case

was created and when it was last updated.

State Current status of the case for the given

stage. For a detailed explanation of each

case state, see Government Service Portal

Case states.

Constituent, Business, or Business Contact Contact information for the reporting party.

Service Type of service being requested.

Stage Phase through which a case moves. For a

detailed explanation of each case stage,

see Government Service Case type.

Location Type Option that indicates whether the location

of the issue is an address or intersection.

Address or Cross Streets Address or cross streets where the issue is

located.

Related tabs Additional case information, activity, or

comments. The Related tabs show the

following fields:

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Fields Description

◦ Activity

◦ Attachments

◦ Related Tasks

You can add attachments or comments

here.

Manage your government service cases from the Government Service Portal

Create, accept, assign, escalate, de-escalate, cancel a case, and even more actions for

various government services all from the Government Service Portal.

Before you begin

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent,

sn_gsm.relationship_agent, and sn_gsm.service_manager

Procedure

1. Open the case.

2. Do one of the following actions that are related to your case:

Action Description

Create Case Creates a case and associates the new

case with the originating case. The new

case appears in the Related Cases related

list.

This action displays the Select Case Type

pop-up window where you can select the

type of case to create.

Accept Accepts an assigned case. This action is

performed by the logged-in user.

Assign to me Assigns the case to the logged-in user.

This action is available if the case is

unassigned and the logged-in user has the

correct role.

Compose Email Opens an email window in a new sub-tab

on the Case tab.

◦ The To field displays the customer's email

address.

◦ The Subject field displays the case

number and issue.

This action is available from the More UI

Actions menu.

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Action Description

Escalate Case Escalates the case, which highlights

the case and raises awareness about a

customer or issue.

This action is available if the logged-in user

has the correct role.

De-escalate Case De-escalates a case.

This action is available if a case has been

escalated and the logged-in user has the

correct role.

Report Knowledge Gap Opens a knowledge feedback task in

a new sub-tab for the case. After being

saved, the task appears in the Knowledge

Gaps related list.

This action is available from the More UI

Actions menu.

Propose Solution Enables the agent to propose a solution for

a case.

Record Time Records the time worked for the case or

case tasks. Selecting Record Time opens a

Time Worked form with the Task and User

fields already populated.

This action is available from the More UI

Actions menu.

Create Work Order Creates a work order for the case.

After a work order is created, it appears

in the Work Orders related list. The case

number is also referenced on the work

order.

This action is available from the More UI

Actions menu.

Close Case Closes a case.

This action is available after a resolution

code and any information related to the

closure is provided in the Resolution notes

field.

Open case Changes the state of a case from Awaiting

Info to Open.

Submit application Saves the application and moves the state

of the case from Draft to New.

This action is available when the state of a

case is Draft.

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Action Description

Request Info Requests information about a case or

case task from the constituent, business, or

agency.

This action is available when the state of

a case is not Draft, Resolved, Closed, or

Cancelled.

Start Work Begins work on an open case.

This action is available to the agent who

is assigned to the task when the state of a

case is Open.

Cancel Updates the state of the case to

Cancelled.

This action is available when the state of a

case is not Resolved, Closed, or Cancelled.

These actions are inherited by the case types that are created by extending the service

case type.

The actions in the following table are available with the cases when the corresponding

plugins are activated.

Plugin Action

Service Management

◦ Create Incident

◦ Create Standard Change

◦ Create Problem

Major Case Management Shows all major case actions.

Special Handling Notes Shows any special handling notes for the

case.

Case Action Status Indicates the current action state.

Creating and resolving case tasks as a government service agent in CSM

Configurable Workspace

Service request case tasks in Public Sector Digital Services are automatically created and

assigned to agents as each service request case moves through its lifecycle. Government

service agents can view and complete these case tasks (or even create their own tasks) in

the CSM Configurable Workspace.

View existing service request case tasks in CSM Configurable Workspace

View a list of the case tasks that are associated with a service request case, regardless of

whether the case task was created automatically or manually, in the CSM Configurable

Workspace.

Procedure

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1. From the Lists menu in the CSM Configurable Workspace sidebar, navigate to Service

Requests > All.

2. Open the service request case by selecting the case number.

In the Related List header, select Case Tasks to open the Tasks related list.

All the tasks that are associated with this service request case are displayed.

To view a list of every service request case task that has been assigned to an agent in your

agency, navigate to Lists > Government Service Case Tasks > All.

Create a service request case task in CSM Configurable Workspace[csm-

configurable-workspace]

Manually create case tasks from information that you gathered from a service request case.

When an agent creates a service request case task, the system uses information from the

service request case to automatically fill in the fields on the Case Task form. Agents can use

auto-filled information, as well as the data collected from the end user, to create service

request case tasks. After the agent creates and saves a case task, it appears in the Case

Tasks related list on the Service Request Case form.

Procedure

1. Open the case.

2. From the Case Tasks related list, select New.

On the form, fill in the fields.

Case Task form

Field Description

Number Automatically assigned case task number.

Priority Assigned priority:

◦ 1 - Critical

◦ 2 - High

◦ 3 - Moderate

◦ 4 - Low (default)

Parent Case that this case task was created for.

This can be a case from the Case table

(sn_gsm_government_service_case) or any child

tables of the Case table.

State Current state of the case task:

◦ Open

◦ Awaiting Info

◦ In Progress

◦ Closed

Associated Table Table associated with this task.

Associated Record Records that are associated with this task.

Assigned to Assigned user.

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Field Description

Subject Subject of the case task.

Description Description of the work that needs to be done in

order to complete the case task.

Work Notes List Customizable list of agents that can view the work

notes.

Work notes (Private) Free-form private work note text viewable to

assigned agents only.

Additional comments (Customer

visible)

Notes that are visible to the constituent. Agents can

use this field to request more information from the

constituent.

4. Select Save.

Resolve a service request case task in CSM Configurable Workspace

Resolve a service request case in CSM Configurable Workspace. After all information has

been added to the comments or work notes of a service request case task, you can mark

the case task as resolved.

Procedure

1. Navigate to the Lists menu in the CSM Configurable Workspace sidebar.

2. From the Lists menu in CSM Configurable Workspace, navigate to Service Requests > All.

3. Open the service request case by selecting the case number.

4. From the Tasks related list, select the task number.

5. Add any additional work notes or comments. The case task can't be resolved without

added work notes or comments.

6. Select Save.

7. Select Close.

Email notifications for the Service Request Case Type

Various types of email notifications are automatically triggered by both the Government

Service Portal and Service Request Playbook in Public Sector Digital Services. A notification

can be a result of an agent action, a response needed from an agent,constituent, or

business contact, or an update on the status of a case, such as a new case activity or case

comments.

Email notifications in the Service Request Playbook are configured to automatically send

to the constituent, business, or agency, as well as the contributor watchlist, when an agent

performs one of the following case activities:

• Opens a case for a constituent

• Comments on a constituent's case

• Moves the case to another stage

• Provides a resolution for a constituent's case

• Closes a constituent's case

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• Cancels a constituent's case

• Requests more information on the unresolved case

Email notifications are automatically sent to the assigned agent when:

• A case is assigned to them.

• A case needs attention or requires an agent response.

• Case work notes or comments are updated.

• A case task is assigned.

• There is new activity on the case.

• The proposed solution is rejected.

• There is an service level agreement (SLA) warning or breach.

Business contacts, contributors, other agents, and other constituents that are added to the

case watchlist should receive all email notifications that are also received by the constituent

who submitted the request.

For agents, email notifications in the Government Service Portal or Service Request Playbook

can also be triggered by certain SLAs. For more information on SLAs for agents, see Service

level agreements for government service cases.

Service level agreements for government service cases

A service level agreement (SLA) is a record that you use to guarantee a specific time that a

service or information must be provided by, or that an agent must finish a task must by. The

Public Sector Digital Services application uses SLAs with government service request cases.

You can attach an SLA to a service request in the Government Service Portal or to a service

request in the Service Request Playbook. You can configure an SLA to start, pause, or stop

depending on any government service case attributes that you or someone else assigned to

the SLA.

An SLA is automatically associated to a case when the case is created or updated

depending on the conditions that have been set up in the SLA definition. The specific record

that gets attached to a case is the Task SLA record, which tracks the SLAs for that particular

case. The Task SLA table [task_sla] stores Task SLA records.

An SLA sends notifications at certain events that are defined in the workflow. For information

on defining SLA workflow events, see Create an SLA definition . By default, SLA notifications

are triggered and sent to the assigned agent on the following occasions:

• A Service Request case is in the Intake stage for more than two days.

• A Service Request case is in the Review stage for more than eight days.

• A Service Request case is in Processing stage for more than eight days.

• A Service Request case is in the Decision stage for more than two days.

• A constituent's comment or query hasn’t been responded to for two days.

• An SLA is at 50 percent of the duration that is specified in the SLA definition.

• An SLA is at 75 percent of the duration that specified in the SLA definition. A notification is

sent to the agent and agent manager.

• An SLA is breached. A notification is sent to the agent and agent manager.

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An SLA's timer pauses when the case is awaiting information from the constituent who had

a comment or query. The timer is canceled if the state of the case changes to Closed or

Cancelled.

To learn more about SLAs, see Service Level Management concepts .

Get help with your service requests by using Virtual Agent

Get help with completing or updating your non-emergency service requests by using a

Virtual Agent chatbot. You can chat with Virtual Agent from the Government Service Portal

or from the Engagement Messenger application.

Before you begin

Role required: constituent, business_contact, business_partner

About this task

Your inputs and the bot responses during the Virtual Agent conversation help to create a

service request for you.

Procedure

1. Navigate to the Government Service Portal or to the Engagement Messenger module if

you have the Engagement Messenger application.

2. Select Chat.

3. Select Show me everything.

4. Create or update a non-emergency service request by selecting Create a Service

Request.

Virtual Agent asks you questions using the chat conversation window. You’re asked if this

request is new or is an update to an existing request.

◦

If it's a new request, the chatbot displays the categories of non-emergency services that

you can choose from.

▪ If you need a service that isn't offered, enter a short description of the issue and create

a service request.

▪ If the issue requires a location to be specified, enter the address or intersection of the

issue.

◦ If it's an existing request, the chatbot displays a list of the service requests that you

submitted and then prompts you to update the case by adding an image or comment.

The chatbot creates or updates the case for the service request. You can continue working

on a different issue with the chatbot or let it know that no further help is needed, which

ends the Virtual Agent conversation.

Using Service Request Playbooks for Public Sector Digital Services

Government service agents and their managers can use the Service Request Playbook to

manage and resolve requests for services like park maintenance, broken stop signs, or other

types of community issues.

Overview

A playbook provides agents with step-by-step guidance through the lifecycle of a

government service case.

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The Service Request Playbook automatically appears in the Playbook tab when an agent

creates a service request case by using the CSM Configurable Workspace.

A playbook takes a workflow and breaks it into multiple stages or lanes. Each stage in a

playbook includes one or more activities, or steps, for an agent to complete. Stages can also

include automated activities, such as auto-sending an email to a customer when a stage or

activity is complete. When using a playbook, agents can:

• View the playbook stages and activities.

• Select an activity and perform the work to complete that activity.

• Mark an activity as complete and move to the next activity or stage.

• Complete the stages and activities to resolve the case.

The workflows that are associated with a specific type of case and the activities that need to

be completed to resolve the cases of this type are detailed in the playbook. Playbooks also

help the agent visualize the entire lifecycle of the service request workflow.

Playbook stages

The Service Request Playbook stages are listed in the following table.

Playbook Stages

Task Description

Intake Guides an agent through the record

creation process by capturing details of the

service request and assigning it to the right

agent.

Review Acts as a checkpoint for duplicate cases

and provides the agent with an opportunity

to review the case details to verify that the

issue is valid and needs to be resolved.

Process Guides an agent through the activities for

case resolution.

Decision Captures and communicates the decision

that the agent made on the service request

to the constituent and any other agents or

involved parties.

Playbook layout

A playbook is made up of several areas, including the playbook lifecycle, the playbook

work area, and the contextual side panel. The activity view determines how the stages and

activities appear in the playbook.

The default activity view for the Service Request Playbook is Focused. This view, which is

shown in the following example, shows each stage and activity in the playbook work area as

the agent works on it.

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Playbook layout with focused activity view

Users with the admin role can configure the playbook activity view so that the default

view is Stacked, which displays all playbook stages in the work area. An administrator can

also configure the playbook to use the Compact view, which moves the playbook to the

contextual side panel.

The following table shows the components that the agents can see in the Service Request

Playbook workspace.

Playbook Components

Playbook area Description

Playbook header

• Appears at the top of the playbook lifecycle.

• Shows the title of the playbook.

• Includes a filter that you can use to filter the

activities by the assigned user or the activity status.

• Includes the Playbook Actions menu that you can

use to select the playbook-level and activity-level

actions.

Playbook Lifecycle

• Appears in a panel on the left side of the playbook.

• Displays either the playbook stages or the stages

and activities, depending on the configured activity

view (Focused or Stacked).

• Can be collapsed to increase the size of the

playbook work area.

Playbook work area

• Appears in the middle of the playbook.

• Displays either a list of the activities for a stage or

the card for the current activity, depending on the

configured activity view.

Contextual side panel

• Appears on the right side of the playbook.

• Includes the tabs that an agent can use to display

different information, such as:

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Playbook Components (continued)

Playbook area Description

◦ Case or case task activity stream.

◦ Ribbon information such as the case overview,

customer details, timeline, and service level

agreements (SLAs).

◦ Dynamic related records. For more information,

see Dynamic related records.

For more information on how an administrator can configure the playbook activity view in UI

Builder, see Install and configure the Service Request Playbook application.

Create a service request record by using playbooks in Public Sector Digital

Services

Create a service request record in the Public Sector Digital Services application by using a

Service Request Playbook activity. By using a playbook, your agents can have an efficient,

streamlined way to create and resolve a service request.

Before you begin

Note: Before starting this procedure, verify that the Service Request Playbook

application, which is separate from Public Sector Digital Services Core, has been

installed and enabled in the CSM Configurable Workspace. For instructions, see Install

Service Request Playbook for Public Sector Digital Services.

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent,

sn_gsm.relationship_agent, and sn_gsm.service_manager

About this task

If a playbook is configured to use the record generator feature, government service agents

can create a record using a playbook activity. If a case is already associated with a

playbook, a new service request case type is opened in a new tab, with Playbook as the

default tab. Creating a record from a list or form, or from an activity in another playbook,

opens the Service Request playbook and initiates the first activity. This activity, the first step of

the intake stage, guides an agent through the record creation process.

Procedure

1. In the CSM Configurable Workspace, navigate to Lists > Service Requests list > All.

2. Select New.

The Service Request Playbook opens and initiates the first activity for collecting the request

details, which is the Intake stage.

3. On the Enter Request Details activity card, fill in the information.

4. Select Save.

A case is created with the service request information. The case number is added to the

tab and the first activity in the Intake stage is marked as complete. The second activity in

this stage is highlighted as the current activity.

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What to do next

Continue using the playbook stages and activities to resolve the constituent's issue and

complete the case.

Resolving a case using playbooks in Public Sector Digital Services

Use playbooks to create cases, as well as to complete the tasks and activities that are

needed to resolve specific types of cases.

Note: Verify that the Service Request Playbook application, which is separate from the

Public Sector Digital Services Core application, has been installed and configured. For

instructions, see Install and configure the Service Request Playbook application.

By default, the following stages are available to you as a government service agent in the

Service Request Playbook in the CSM Configurable Workspace.

• Intake

• Review

• Processing

• Decision

The Service Request Playbook experience starts with the Intake Stage. This is the default

playbook stage for a new service request case. Use this playbook stage to gather

information about the requester, the complaint, and the category and subcategory for the

service request case. You can also request additional information from the requester.

The playbook continues with the Review stage. In this stage, you can do initial

troubleshooting on the case, check for similar or duplicate case requests, and determine

what services need to be rendered and if a field service agent needs to be dispatched.

For more information on the Public Sector Digital Services integration with Field Service

Management, see Integrating Public Sector Digital Services with Field Service Management

and Customer Service Management.

The playbook continues with the Process stage. In this stage, you can assess resources,

request resource approval, create case tasks, and add or request new information before

case resolution begins. If a field service agent needs to be dispatched to the service request

location, you can create a work order during the process stage. The case status changes to

Work in Progress once the field service agent begins work on the service request case. Once

work has been completed, the case is moved to the Decision stage.

The final stage of the Service Request Playbook is the Decision stage. At the Decision stage,

the state of the case is updated from Work in Progress to Ready for Decision once an agent

sends in a decision. A notification is sent to the requester that lets them know that a decision

has been reached. The requester can either accept or reject the solution. If the requester

accepts the solution, the case is automatically closed. If the requester rejects the solution,

the case is reopened, and the agent must propose another solution.

Complete the Decision Stage in Service Request Playbook

Complete the decision stage as your last step in resolving a case using the Service Request

Playbook.

Before you begin

Role required: admin, sn_gsm.constituent_agent, sn_gsm.business_agent,

sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

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Procedure

1. Fill in the Resolve case form.

2. Select Propose solution

All case tasks must be closed before an agent can propose a solution to the case.

A notification is sent to the constituent that lets them know that a decision has been

reached. The constituent can either accept or reject the solution. If the constituent

accepts the solution, the case is automatically closed. If the constituent rejects the solution,

the case is reopened, and the agent must propose another solution.

Complete the Intake Stage in Service Request Playbook

Complete the intake stage as your first step in resolving a case using the Service Request

Playbook.

Before you begin

Role required: admin, sn_gsm.constituent_agent, sn_gsm.business_agent,

sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

Procedure

1. In the CSM Configurable Workspace, navigate to Lists > Service Request case list > All.

2. Select New.

The Service Request playbook opens and initiates the first activity for collecting the request

details

3. On the Enter Request Details activity card, fill in the information.

4. Select Save.

A case is created with the service request information. The case number is added to the

tab and the first activity in the Intake stage is marked as complete. The second activity in

this stage is highlighted as the current activity.

5. Review the details of the case and make updates if needed.

6. Select Submit.

Select Move to review.

The Intake stage is now complete and the case is moved to the Review stage.

Complete the Process Stage in Service Request Playbook

Complete the process stage as your third step in resolving a case using the Service Request

Playbook.

Before you begin

Role required: admin, sn_gsm.constituent_agent, sn_gsm.business_agent,

sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

Procedure

1. Fill in the Assess resources case form.

2. Do one of the following actions depending on whether a resource approval is required to

proceed.

Options Steps

If a resource approval is required

a. Select Request approval. The case moves

to the Approve resources activity, where

an approval record case task is created,

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Options Steps

and each approver can approve or re

ject the proposed conditions.

b. After all approvals have been received,

select Start work to move to the Perform

work activity.

If a resource approval is not required

If no approvals are needed, select Start

work to bypass the Approve resourcesactiv

ity. The case is moved to the Perform work

activity.

3. Fill in the Perform work case form.

Do one of the following actions depending on whether a field service agent must be

dispatched to the service request location.

Options Steps

If a field service agent must be dispatched

to the request location

a. Select Create work order.

b. Fill in the required information and select

Submit.

If no field service agent must be dis

patched

If no field service agent must be dispatched

to the service request location, or if Field

Service Management hasn't yet been inte

grated with Public Sector Digital Services,

select Mark complete.

5. Verify that everything is correct and that you’ve added all your comments.

Select Move to decision, and confirm again when prompted.

The Process Stage is complete and the case is moved to the Decision stage.

Complete the Review Stage in Service Request Playbook

Complete the review stage as your second step in resolving a case using the Service Request

Playbook.

Before you begin

Role required: admin, sn_gsm.constituent_agent, sn_gsm.business_agent,

sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

Procedure

1. In the contextual side panel, check for duplicate cases using the Related records feature

in the contextual side panel.

2. Do one of the following actions depending on whether or not you have duplicate cases.

Options Steps

If there are no duplicate cases

Select Request inspection, then check the

box to confirm that there are no similar ser

vice requests.

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Options Steps

If there are duplicate cases

a. In the Parent field, select the search icon

and then select the duplicate case.

Select Mark as duplicate and then se

lect Move to decision to skip the Process

stage to move the case directly to the

Decision stage. Select again to confirm.

In the Decision stage, the Resolution code

is Void/Cancelled, Duplicate Issue

by default.

c. Resolve the case and notify constituents

by selecting Propose solution.

d. If the solution doesn't work, select Repro

pose solution to delete the existing solu

tion and then resubmit the case. You’re

redirected to the Decision stage, where

you can edit any field. Submit the updat

ed solution and notify constituents by se

lecting Propose solution. After a solution

has been proposed, the state of the case

changes to Resolved.

Fill in the Inspect and report case form.

For more information on how Public Sector Digital Services integrates with Field

Service Management, see Integrating Public Sector Digital Services with Field Service

Management and Customer Service Management.

Do one of the following actions depending on whether a field service agent must be

dispatched to the service request location.

Option

If a field service agent must be dispatched

a. Select Create work order if a field service

agent must be dispatched to the service

request location to resolve the issue.

b. Fill in the details of the work order request.

Note: Agents can't proceed with

the rest of the playbook until the

work order is complete.

c. Once the work order has been fulfilled,

select to move to the next activity.

If no field service agent must be dis

patched

If a field service agent doesn't need to be

dispatched to the service request location,

or if Field Service Management hasn't yet

been integrated with Public Sector Digital

Services, select Record findings to go to the

next activity.

5. Fill in the Record findings case form.

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6. Verify if any open case tasks need to be closed, and then select Move to process.

The Review stage is now complete and the case is moved to the Process stage.

Using the contextual side panel in Public Sector Digital Services Service

Request Playbook

The contextual side panel provides you with the tools that can help you to research and

resolve problems about your cases.

The contextual side panel in the CSM Configurable Workspace gives you access to

information that can help you resolve government service cases.

It includes a column of icons that you can select to access different types of information.

The following table shows you the tabs that you should see on the contextual side panel in

the Service Request Playbook.

Contextual side panel tabs

Field Description

Ribbon icon

Relevant information about a record.

In Service Request Playbook, the ribbon

displays the record information, constituent

details, the case timeline, and the active

and inactive service level agreements

(SLAs). For more information on how to view

information about the ribbon in playbooks,

see Viewing the ribbon information in Service

Request Playbook.

Agent assist icon ( )

List of search results with the content that

is related to the record that the agent

is viewing. The content may include

knowledge articles, recommended actions,

similar resolved service request cases, or

other related records. For more information,

see Agent assist Overview .

Attachments icon ( )

Ability for agents to attach knowledge base

content to a response to the requester in the

activity stream.

Template icon ( )

Standard content that is related to resolving

the issue. To create a template, select the

template icon .

Response Template icon ( )

Reusable messages that agents can copy

and paste into cases and case tasks. For

more information on using and creating

response templates, see Use response

templates in the Service Request Playbook.

Dynamic Related Records icon ( )

Related records in the contextual side panel

that dynamically change based on the

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Contextual side panel tabs (continued)

Field Description

context of the current record or playbook

activity.

Activity stream icon

Ability for agents to communicate with

requesters and make internal notes about

the work that is done on a record.

Use response templates in the Service Request Playbook

Respond to cases by using the response templates in the contextual side panel in CSM

Configurable Workspace. Good templates save you time by eliminating repetitive work.

Before you begin

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent,

sn_gsm.relationship_agent, or sn_gsm.service_manager

About this task

Selecting the response templates icon shows the reusable messages that you can copy

and paste into cases and case tasks. For information on how to create response templates,

see Create or modify a response template .

Procedure

1. In the CSM Configurable Workspace, open a service request task.

2. In the contextual side panel, select the response templates icon to display a list of the

available templates.

3. In the Response Templates side panel, search for a template.

Select a template and then select Copy to copy the template to the clipboard.

Paste the template text into the Work notes field or the Additional comments field.

Using the activity stream in Service Request Playbook

You can access the activity stream in the contextual side panel in CSM Configurable

Workspace after you create a service request record. The activity stream enables you to

communicate with constituents and make internal notes about the work that is done on a

record, making it easier to relay and track the information.

Using the activity stream

You can use an activity stream to communicate with constituents and track the information

on a record. The activity stream updates when the current activity in the playbook is

updated.

You can access the activity stream by selecting the activity stream icon ( ) in the

contextual side panel.

Agent tasks in the activity stream

The following table lists the tasks that you can do in the activity stream.

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Agent tasks

Task Description

View posts for the case or case task

Current activity in the playbook work area

that determines the information that is

displayed in the activity stream.

Scroll through the posts in the Activity section

to view the case or task information.

Select Case or Task at the top of the activity

stream to switch views.

Add work notes or comments

In the Compose section:

1. Select the Work notes or Comments

activity.

2. Add the information to the text field.

3. Select Post Work Notes or Post Comments.

The post is added to the Activity section.

Internal work notes are private and are only

visible to other agents. External comments

are visible to agents and requesters.

Filter or search posts

Select the filter icon ( ) at the top of the

Activity section to display the filter selections:

• Post types: Select the types of posts

to view, such as the work notes or

attachments.

• Field changes: Select the fields that you

want to view the posts for in only those

fields.

• Flagged: Enable this button to view posts

that have been flagged as important.

• Filter sets: Select two or more filters in this

list.

Select the activity stream search icon ( )

to search all activity posts.

Sort posts

Select the activity stream sort posts icon ( )

to sort the posts by the newest to the oldest

or the oldest to the newest posts.

Expand and collapse posts Select the activity stream more options icon

( ) to expand and collapse posts:

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Agent tasks (continued)

Task Description

• Expand all posts: Expands the posts to

view additional details.

• Collapse all posts: Returns the posts to their

previous state.

Viewing the dynamic related records in Service Request Playbook

You can view the dynamic related records in the playbook contextual side panel in CSM

Configurable Workspace. These records dynamically change based on the current record or

playbook activity.

Using related records in Service Request Playbook

You can view, search, and sort the records in the Related Records tab in the contextual side

panel after you create a service request record. For details on how to create a record, see

Create a service request record using playbooks in Public Sector Digital Services.

The Related Records tab displays the related records that dynamically change based on

the context of the current record or playbook activity. The records that are displayed in the

Related Records tab depend on the following settings:

• The related record contexts and definitions that have been configured for a record or

playbook activity.

• The agent's access permissions to data.

Types of related records

Therelated records appear in the list as a read-only card. The initial set of records that display

in the list is determined by the record type that you select in the filter at the top of the list.

Depending on the related record configuration for the source record or playbook activity,

you can see the following types of related records:

• Similar Service Requests

• Open Case Tasks

• Related Work Orders

• Blocked Tasks

• Emails

• Approvals

• SLAs

• Escalations for the case or customer

Default related records

The following table shows the following default related records that are based on each

playbook step.

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Default related records

Stage Playbook Activity Default related record

lntake All activities Similar Service Requests

Review

Check similar requests

Similar Service Requests

Review

• Inspect and report

• Record findings

Open Case Tasks

Process

• Assess resources

• Perform work

Open Case Tasks

Process Approve resources Approvals

Decision

All activities

Open Case Tasks

You can search the Related Records list by entering text in the search field or by filtering the

list to display the records of a specific type. You can expand a card to show a more detailed

view or open the list in a subtab. If you have the create permission, you can also create new

related records of the selected type.

Customizing the related records view

The following table lists the customization options for the related records view.

Customizing the Related records view

Task Description

View the related records in the

contextual side panel

Related Records icon ( ) that you can select to

view the Related Records list.

Related records appear as a card format in the

list. The initial set of records that display in the list is

determined by the record type that you select in the

filter at the top of the list.

Select the type of related record to

view

Filter at the top of the Related Records list where you

can select the type of related records to view. You

can also use the filter to see the current selection. For

more information on how to do this, see Customizing

the related records view in Service Request Playbook.

Search the related records list

Search field at the top of the Related Records list to

perform a text search. Records that match the search

text are highlighted. For more information on how to

do this, see Customizing the related records view in

Service Request Playbook.

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Customizing the Related records view (continued)

Task Description

Open a related record in a subtab Card in the Related Records list that you can use to

open the record in a subtab under the parent record.

In the subtab, you can view the record details and

perform available actions.

Open the related record list in a list

view in a subtab

List view icon ( ) to display the related records in a

list view in a subtab under the parent record.

Create a new record for the

selected related list

New record for the record type that is currently

selected in the Related Records list. This action opens

a new record form in a subtab under the parent

record.

Users with the admin role can activate the Dynamic Related Records for the Configurable

Workspace plugin (com.snc.uib.sn_dyn_rel_rec).

This plugin provides you, the agent, with access to related information that is based on the

context of the current record. Users with the admin role can configure the related record

definitions that make the data available in context to the action that you, the agent, is

performing. This plugin adds the Dynamic Related Record menu and the following modules

to the application navigator:

• Related Record Contexts

• Related Record Definitions

Viewing the ribbon information in Service Request Playbook

You can view the information about the ribbon in the contextual side panel in CSM

Configurable Workspace. The ribbon displays important information about the case, such as

the service record information, constituent contact details, and the case timeline, so agents

can see an overview of the case.

Select the record information icon ( ) in the contextual side panel to view the information

about the ribbon.

You can see the information about the fields in the contextual side panel in the following

table.

Contextual Side Panel Ribbon fields

Field Definition

Record Information Fields, case record number, short description, stage,

state, and address.

Requester Overview Card Details about the constituent and contact for the

case.

Timeline Chronological summary of case activities, including

the case state changes and interactions between the

agent and the customer. You can also see how much

time that the agent and customer spent on the case.

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Contextual Side Panel Ribbon fields (continued)

Field Definition

SLAs Active service level agreements (SLAs) for the case,

including the time remaining, the SLA state, and any

breaches.

Customizing the related records view in Service Request Playbook

You can customize

The following table lists the customization options for the related records view.

Customizing the Related records view

Task Description

View the related records in the

contextual side panel

Related Records icon ( ) that you can select to

view the Related Records list.

Related records appear as a card format in the

list. The initial set of records that display in the list is

determined by the record type that you select in the

filter at the top of the list.

Select the type of related record to

view

Filter at the top of the Related Records list where you

can select the type of related records to view. You

can also use the filter to see the current selection.

1. Select the filter icon ( ).

2. Select a record type from the menu.

The menu includes the related lists that have been

configured for the parent record.

Search the related records list

Search field at the top of the Related Records list to

perform a text search. Records that match the search

text are highlighted.

1. In the search field at the top of the Related Records

list, enter the search text.

2. Select the search icon ( ).

Note: The search field is grayed out if search

is not available for the selected type of related

records.

Open a related record in a subtab Card in the Related Records list that you can use to

open the record in a subtab under the parent record.

In the subtab, you can view the record details and

perform available actions.

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Customizing the Related records view (continued)

Task Description

Open the related record list in a list

view in a subtab

List view icon ( ) to display the related records in a

list view in a subtab under the parent record.

Create a new record for the

selected related list

New record for the record type that is currently

selected in the Related Records list. This action opens

a new record form in a subtab under the parent

record.

1. Select the create record icon ( ) at the top of the

Related Records list.

2. Fill in the fields on the record form and select Save.

Track government service requests as an agent using Service Request

Playbook

Track all the service requests that are assigned to you or other agents in your government

agency by using the Service Request Playbook.

Before you begin

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent,

sn_gsm.relationship_agent, and sn_gsm.service_manager

About this task

When you select a case, a form opens with the following sections:

• A conversation of the interaction between the user and the government service agent.

• The action that needs to be taken on the user's part, such as accepting or rejecting a

solution.

• The case details, including the case number and status.

• Any attached files.

Procedure

1. Open the Service Request Playbook by navigating to Lists in the CSM Configurable

Workspace.

2. Navigate to the Service Requests list and click All.

In the Service Requests section, select a list that is described in the following table:

Service Request Lists

List Description

All All service request cases that the agent has access to.

My Cases All service request cases that are assigned to the agent.

My Open Open cases that are assigned to the government service agent.

Unassigned for

my group

Cases that belong to any of the government service agent's groups but

haven't been assigned to an agent.

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The agent should be able to see the following fields under each list:

◦ Number

◦ Short description

◦ Action status

◦ Service

◦ Constituent

◦ Business

◦ Business contact

◦ State

◦ Playbook Stage

◦ Address type

◦ Reported on

◦ Assigned to agency

◦ Assigned to

For a detailed description of these fields, see Government Service Case form.

Agent experience with Public Sector Digital Services

Public Sector Digital Services provides agents across government agencies a tailored

workspace experience to work on cases created by constituents, businesses, and agencies.

The Configurable Workspace allows agents to set favorites for faster navigation and shows

screen history to allow the agent to quickly retrieve screens they have worked with in the

past.

CSM Configurable Workspace

The service agents can do the following tasks in the Configurable Workspace:

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• View a list of service cases for services requested.

• View complete information about constituents including details about household

members, services received, and other constituent information.

• View complete information about business including details about contacts, services

received, and other business profile information.

• View complete information about agency including details about staff, services received,

and other agency information.

• Manage interactions from multiple channels including phone and chat.

• Lookup and verify a constituent, business, or agency.

• Create a new record from the interaction.

• Create cases for constituents, businesses, or agencies.

Using Virtual Agent for Public Sector Digital Services

Use ServiceNow

Virtual Agent to create chatbot conversations tailored to public sector use

cases.

With Virtual Agent, which is available with a subscription, you can build conversation topics

that assist your constituents with self-service tasks. For example, you can create Virtual

Agent topics that enable constituents to submit government service cases or help them find

relevant information on government regulations or benefits.

As admins or topic authors, you can build your own custom, public sector

conversation topics. Or, you can use pre-built conversations that are available with

the Virtual Agent platform and Customer Service Virtual Agent Conversations plugin

(com.sn_csm.virtualagent) and modify them for public sector use cases.

When you’re creating or modifying topics, you can also use pre-built components called

topic blocks. These blocks are subflows that run conversational elements or common tasks

in a conversation, such as adding or retrieving records. Pre-built topic blocks are included

with the Virtual Agent platform and Customer Service conversations. Topic blocks enable

topic authors to quickly add standard functions to Virtual Agent conversations, simplifying

conversation design and maintenance.

The Public Sector Digital Services app provides several topic blocks that you can use in public

sector conversations:

• Prompt Service for Constituent – Asks constituents to select a type of government service.

• Create Public Sector Additional Members – Prompts constituents to add other persons who

have an authorized interest in an issue or case.

To learn more about topic blocks and how to use them in Virtual Agent conversations, see

Maximizing code reuse with topic blocks .

Before building Virtual Agent topics for public sector use cases

Before creating Virtual Agent conversations, review the following prerequisites and the basic

process for working with pre-built topics and topic blocks in Virtual Agent Designer.

• Activate the Customer Service Virtual Agent Conversations plugin

(com.sn_csm.virtualagent) to access pre-built Customer Service conversations and topic

blocks.

• Determine the public sector use cases for topics to be created.

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• In Virtual Agent Designer:

◦ Preview (test) pre-built topics and topic blocks , such as the public sector blocks, to

see how they work. Use the Type filter to sort the list of items, such as topic blocks, in the

Topics page.

◦ If you want to use a pre-built topic or topic block, duplicate and publish it.

◦

Add the appropriate copies of topic blocks, such as the public sector topic blocks, to the

originating (calling) topic. To learn more about adding topic blocks to a conversation,

see Add a reusable topic block to a calling topic or topic block

Note: You can use both public sector topic blocks in a conversation.

Prompt Service for Constituent topic block

Use this topic block in a conversation to ask constituents to select a service from a list of

available government services, for example permits or licenses. Activate the Customer

Service Virtual Agent Conversations (com.sn_csm.virtualagent) plugin to use this topic block.

Example of prompt for services

Create Public Sector Additional Members topic block

Use this topic block to let your constituents specify other people, such as family members or

other authorized individuals, who can view a case or issue. Activate the Customer Service

Virtual Agent Conversations (com.sn_csm.virtualagent) plugin to use this topic block.

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Example prompts for adding members to a government service case

When you use this topic block in a conversation, you specify the input parameters from the

originating (calling) topic to the topic block.

Public Sector Additional Members input parameters

Parameter Description

case_id

sys_id of the public sector case record

created.

case_type

Extension of the base public sector service.

Analytics and Reporting Solutions for Public Sector Digital

Services

Platform Analytics and Reporting Solutions contain prepackaged Performance Analytics

and Reporting content for use with other Now Platform products. This Performance Analytics

and Reporting Solution provides KPIs and benchmarks to measure the government services

provided to constituents.

Required roles

The following roles and tasks are associated with this Solution:

• Now Platform administrator (admin): Install and activate this Analytics and Reporting

Solution and make any necessary changes to system properties.

• Performance Analytics administrator (pa_admin): Review the indicators, breakdowns,

widgets, and dashboards. Set up and start data collection. Share the dashboards with

appropriate stakeholders.

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