Templates and Examples
Here are some templates you will need, some can be re-used while others such as the Excel Files and Tableau Files for Reports are only as current as the last report you used them for. All report templates are as of July 28, 2021. After their use your own saved excel and tableau files should be used as templates. The ones on this page should then only be used for structure reference, but not for the data since it will not be current. The same applies for the SNOW Daily Check which should only be used for structure reference as the information will not be current, it will require the exporting, sorting, and filtering to update as described on the Customer Service Page for Daily tasks.
| Category | File |
|---|---|
| Reports |
|
| Branch Parameters |
|
| Quick Email Response |
(Scroll Down to View Below Examples)
|
| Daily SNOW Check |
Example of Daily Status Update List, follow directions on Daily Customer Service Learning Page (Excel File) |
Quick Email Responses
This approach uses the signatures feature on emails to allow you to make quicker and accurate responses for repeat tasks. For the below scenarios copy and paste the wording into a new signature block that includes your actual signature as well. And then replace the information within the signature as needed such as the ticket number, dates, or names.
External Customer Email Response
Customer Reply
Greetings,
Thank you for your inquiry, ticket XXXX has been created for processing. Please allow 7 business days for our realty specialist to process your request, if no communication is made call our customer service line with your ticket number for further assistance.
New Employee Service Now Training
Welcome to the Management Services Division!
I am your Service Now SME and POC for all of your training and system needs. Service Now (SNOW) is the relational database tracking system MSD specialists use to deliver our services and manage customer relations. Once you have received a government computer and have established your E-Auth to your Linc pass please notify me via e-mail in order to have a SNOW account created for your use.
A training for using the SNOW system has been tentatively scheduled for you on XXXXXX. You can join the meeting via your Teams Application by c licking the meeting invite link. All training resources are also available here.
Look forward to meeting you!
IMPORTANT: SNOW account creation is not automatic, an e-mail notification that you have met the perquisites is required and accounts c annot be created prior to the establishing your E-Auth.
Response Multiple Attempts for Update not Met
IMMEDIATE ACTION REQUIRED - STATUS UPDATEGreetings,
The following tickets require immediate action because they have not been updated after multiple requests and/or the customer notified box needs to be checked.
If the following conditions apply to any of the tickets listed below, please take the recommended action:
- If specialist is out of office, reassign the ticket to their backup.
- If a ticket needs to be assigned to a different specialist, use the “Assigned To” field to change the name of the specialist.
- If training on how to use the features in ServiceNow is needed, including if specialist needs help saving changes, please request assistance from the BMB Customer Service team.
- If a ticket is no longer needed by the requestor it should be cancelled.
- If a ticket has been completed, update status by closing it.
All tickets must be updated weekly per MSD Customer Service expectations as outlined in the ServiceNow training guide. The exception to this practice is if a timeline or future date for a meeting or other action has been scheduled and indicated in the notes.