Use Cases
- HRSD
- ITSM
- CSM
- Vendor Management
- Legal
HRSD: Employee files and document requests
Scenario: An employee or HR agent needs to access, upload, generate, or sign employee-related documents from an HR case.
Examples
- Employee onboarding document collection
- Employment letter generation
- Employee file access from HRSD
- Document request cases
- Policy acknowledgement packages
Business outcome: HR teams keep sensitive content governed in Box while improving employee and agent experience in ServiceNow.
ITSM: Operational records and change documentation
Scenario: IT teams need to manage supporting content for incidents, problems, change records, and knowledge processes.
Examples
- Incident evidence and screenshots
- Change implementation documents
- Vendor-provided technical attachments
- Maintenance records
- Knowledge article supporting documents
Business outcome: IT records stay connected to governed content without overloading ServiceNow attachment storage.
CSM: Customer case documents
Scenario: Support teams need case-level customer documents, contracts, evidence, and shared files available within ServiceNow CSM.
Examples
- Customer case document collection
- Contract or entitlement documents
- External collaboration through Box
- Customer evidence packages
- Case closure documentation
Business outcome: Service teams can collaborate securely while maintaining customer case context in ServiceNow.
Vendor management: onboarding and compliance
Scenario: Procurement or vendor management teams need to collect, review, and manage vendor documents.
Examples
- Vendor onboarding packets
- Compliance certificates
- Insurance documents
- Master service agreements
- Renewal packages
Business outcome: Vendor documents can be standardized, securely collected, and connected to ServiceNow workflows.
Legal: matter files and agreements
Scenario: Legal or contract teams need governed workspaces for matter content and signature-ready agreements.
Examples
- Matter folders
- Contract packages
- Review and approval documents
- Signature workflows
- Controlled collaboration
Business outcome: Legal content remains governed while ServiceNow manages the process and business context.