ServiceNow Case Management Enhancement PoC

Project Abstract: ServiceNow Automated Case Management Proof of Concept (PoC) Objective: To develop a Proof of Concept (PoC) on our ServiceNow instance to demonstrate the platform's capability to automate and streamline our current manual case handling process. The goal is to address key pain points in the existing workflow, reduce manual effort, eliminate reliance on external tools like Excel, and provide better visibility into case statuses and SLAs. Background: Our current case handling process, from initial enquiry triage to final reporting, is highly manual. Key challenges include: Manual Triage & Assignment: Officers spend significant time reading each enquiry to determine its nature, category, and appropriate assignment, often relying on manual load balancing. Redundant Data Entry: Case details are copied and pasted multiple times, first into an Excel workbook for triaging and then again into an Excel tracker by the case manager. Inefficient Case Handling: The process involves manual follow-ups, manual status updates, and a lack of integrated tools for communication and tracking. Laborious Reporting: Reports are manually compiled from various sources, with no easy way to customize views or track SLA compliance effectively in real-time. Scope of the Proof of Concept (PoC): This PoC will focus on building a foundational case management flow within ServiceNow to address the most critical pain points. The freelancer will be required to develop the following key features: Automated Case Creation & Triage (Addresses Step 1 Pain Points): Configure an inbound email action to automatically create a case from incoming enquiries. Implement assignment rules to automatically categorize, prioritize, and assign cases to the correct team or officer based on keywords or sender, demonstrating an alternative to manual "eyeballing". Create a simple dashboard for the triage team to view and, if necessary, manually adjust assignments. Unified Case Workspace (Addresses Step 2 & 3 Pain Points): Develop a consolidated case form for the Officer in Charge (OIC) that displays all pertinent information in one place, eliminating the need for an external Excel tracker. Include features for viewing case history, adding comments, and seeing all related communications chronologically. Enable viewing of common attachments (like images and PDFs) directly within the browser without requiring a download. Streamlined Workflow & Communication (Addresses Step 3 Pain Points): Use Flow Designer to create a simple workflow that automates status changes. For example, when an OIC sends a reply, the status automatically updates. Demonstrate the ability to send automated interim replies or reminders based on a predefined schedule (e.g., every 15 days). Build a basic contact book or integration to allow OICs to easily find and email the appropriate parties without manually inputting email addresses. Basic Reporting & Dashboards (Addresses Step 4 Pain Points): Create a simple, real-time dashboard showing key metrics such as the number of open cases, cases by priority, and cases approaching their SLA deadline. This will replace the manual compilation of reports. Development Environment: All development and configuration work must be performed within our provided ServiceNow development instance. Access and credentials will be supplied upon project commencement. The solution should prioritize using ServiceNow's out-of-the-box Customer Service Management (CSM) or Case Management capabilities to ensure scalability and maintainability.

Project ID: 39730676