Final answer:
The four CSM portals typically refer to Customer Service Management portals in ServiceNow, including the Customer Service Portal, Agent Workspace, Service Owner Workspace, and Provider Portal. These are designed to streamline the customer service process for customers, agents, service owners, and third-party service providers.
Step-by-step explanation:
The question "What are the four CSM portals?" refers to the Customer Service Management (CSM) application portals typically found in the ServiceNow platform used by organizations to manage customer service operations. These four portals include:
- Customer Service Portal: This is where customers can submit and track their issues, find knowledge articles, and communicate with customer service agents.
- Agent Workspace: Used by customer service agents to manage and resolve customer issues, access customer information, and collaborate with other agents.
- Service Owner Workspace: Designed for service owners to oversee the service health, analyze trends, and monitor service level agreements (SLAs).
- Provider Portal: Utilized by third-party service providers to manage their assigned customer issues and service tasks.
These portals are integral to providing a streamlined and efficient experience for all parties involved in the customer service process from the customer to the service provider.