CSM
INTERVIEW.

How to answer

• The base table is sn_customer_service_case (extends task). A case must be linked to an Account and a Contact — that's how entitlement lookups work.
• State model: New → Open → Awaiting Info → Resolved → Closed. Assignment runs via matching rules or Advanced Work Assignment (AWA) when enabled.
• Every case check-in touches the SLA engine (contract_sla) and, if the account has an entitlement, records service consumption on service_entitlement.
• Closure requires resolution_code + resolution_notes; auto-close job (sn_customer_service.auto_close_resolved) moves Resolved → Closed after N days.

Reference script

// Before Insert BR on sn_customer_service_case
if (!current.account) {
  gs.addErrorMessage('Case must be linked to an Account');
  current.setAbortAction(true);
}
if (!current.contact) {
  current.contact = new global.CSMContactResolver()
    .findByEmail(current.contact_email);
}

How to answer

• Entitlements live on service_entitlement, linked to the Account (or a specific Product/Asset). Each has start_date, end_date, and units (cases, hours).
• On case create, the Entitlement engine (EntitlementUtils) picks the best matching active entitlement — Account + Product + type — and stamps it on the case.
• Assets (alm_asset / alm_hardware) that the customer owns are exposed as 'Install Base Items' on the account; a case can be tied to a specific asset for warranty checks.
• If no active entitlement is found, the case is flagged 'not entitled' — agents can override with a manager role but the audit trail records the bypass.

Reference script

// Script Include: EntitlementUtils.check
check: function(caseGr) {
  var ent = new GlideRecord('service_entitlement');
  ent.addQuery('account', caseGr.account);
  ent.addQuery('active', true);
  ent.addQuery('start_date', '<=', gs.nowDateTime());
  ent.addQuery('end_date',   '>=', gs.nowDateTime());
  ent.orderByDesc('priority');
  ent.setLimit(1);
  ent.query();
  return ent.next() ? ent.getUniqueValue() : null;
}

How to answer

• Core parties: customer_account (B2B), customer_contact (person at the account), consumer (B2C individuals). Contacts and Consumers both extend sys_user with restricted roles (sn_customerservice.customer, .consumer).
• Products / Install Base: sn_customerservice_product_model → alm_asset instances the customer owns. Cases can reference either.
• Case escalates to Field Service: from sn_customer_service_case → creates wm_order + wm_order_task on the FSM side. The case stays open until the work order closes.
• Both share Territory and Skills tables — that's how AWA and Dynamic Scheduling route the same customer to the same tech across CSM & FSM.

Reference script

// Server-side transition: Case → Work Order
var wo = new GlideRecord('wm_order');
wo.initialize();
wo.company           = current.account;
wo.contact           = current.contact;
wo.parent            = current.sys_id;   // links back to the case
wo.short_description = 'Onsite for ' + current.number;
wo.priority          = current.priority;
wo.insert();
current.work_notes = 'Field dispatch: ' + wo.number;

How to answer

• Use the OOB 'Create Incident' UI action on the case — it copies short_description + description, sets parent = case sys_id, and stamps caller_id from the case contact's linked sys_user.
• The case and incident are linked via task_relationship (or via the parent field on incident when using OOB). Case state moves to 'Awaiting Problem' while the incident is worked.
• Assignment: incidents route through ITSM assignment groups (support tiers), not CSM matching rules. Keep the groups distinct — mixing CSM agents and ITSM engineers in one group breaks reporting.
• When the incident is resolved, a Business Rule on incident.state=6 walks task_relationship, updates the parent case with resolution_notes, and reopens it for customer confirmation.

Reference script

// After Update BR on incident, when state changes to Resolved
(function(current, previous) {
  if (current.state != 6 || previous.state == 6) return;
  var rel = new GlideRecord('task_relationship');
  rel.addQuery('child', current.sys_id);
  rel.addQuery('type.name', 'Duplicate');
  rel.query();
  while (rel.next()) {
    var cs = new GlideRecord('sn_customer_service_case');
    if (cs.get(rel.parent)) {
      cs.state = 16; // Awaiting Info (customer confirmation)
      cs.work_notes = 'Linked incident ' + current.number + ' resolved: ' + current.close_notes;
      cs.update();
    }
  }
})(current, previous);