Daily Customer Service Tasks

All of your day-to-day customer service training needs are below. Those duties include assigning tickets to specailists, responding and initiating tickets for external customers, training newly onboarded employees on using Service NOW, and checking the status/customer notified box for updates. We highly reccommend that you organize your desktop with different folders. For Daily Tasks having a folder titled "Temporary" is useful for when you must save documents that you know you will not need later. Example, when creating SNOW tickets for external customers who email you will have to save the files they send in order to attache them to their ticket. Also creating a designated file called "Daily Updates" makes it easier to find and update the excel workbooks you will need for checking MSD Specialists tickets. Being organized in this way is a recommendation, but if you have your own organization methods that is ok too.

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    ServiceNow Admin

    One of the main and very important roles as customer service is streamlining the requests by assigning the tickets to the correct service area and quality checks of tasks that are processing. Let's first get you started with understanding Service Now platform and how to assign tickets. After the below video (can be accessed in training material) please access the necessary files that detail instructions for whom to assign tickets to and print for your reference.

    Link To Sharepoint Training Resources

    Assigning Tickets to Specialists Power Point

    Organize your SNOW dashboard according to slide 3, and print slide 5 for your reference.

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    External Customers

    Only governement employees have access to request their own tickets, so outside customers such as landlords of the buildings that MSD employees are tenents of must either call or email to submit requests. This will guide you on setting up your configurations.

    1. Map ASKMSD Email to Outlook

      This can be done by submitting a ticket to IT to map the account name SM.FSA.DCWAS.ASKMSD to your Microsoft Outlook. You will then be able to receive email and respond to emails from this account name.

      (Link to IT Chat for Help)
    2. Fwd Customer Line to your phone

      In the event you are not in the office the customer line will have to be transfered to you back up. Phone changes can be made using this

      Online Portal
    3. Create signatures to act as quick responses to emails, these can by found under the templates on this page Quick response template
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    Quality Checks of Tasks

    MSD specialists are required to provide a status update to the customer and/or MSD team every 5 business Days, and to let the customer know they have received their request and are processing within the first 2 business days that a task is open. Review more examples of required updates and how to best track the tasks you have already inquired about here (MSD Specialist Requirements)

    Review Excel Basiscs to create a Status Update Cheat Sheet