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CCSQ ServiceNow is a cloud-based workflow automation platform created by the CMS Center for Clinical Standards & Quality (CCSQ) to support the QualityNet community for customer service support, process automation, and configuration, as well as by other CMS Organizations with a quality-focused reporting and support needs. The CCSQ Service Center and CCSQ community use the platform for logging issues (Incidents and Cases), requesting something new (Service Requests), or searching Knowledge Articles. ServiceNow is a Platform as a Service (PaaS) that is used to automate workflow and event integration between various tools to mature and improve how our support teams provide efficient and consistent services to customers.
Additionally, the general public leverages an intuitive and simple to use CCSQ Support Central Service Portal where they can submit questions or issues. When a customer Creates a Ticket,the ServiceNow application emails the customer a reference number and status. To view the status of a Case, Incident, or Request within CCSQ Support Central, customers can use the Track Ticket functionality. CCSQ Support Central also provides the ability for customers to engage with the CCSQ Service Center using a Live Agent Chat or schedule a time for an agent to call them back for assistance.
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CCSQ Support Central: Provides customers with multilevel support. Through CCSQ Support Central customers can create new tickets that directly submit to the CCSQ Service Center and track the status of existing tickets. It also provides access to services and information for:
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