DATA SHEET

ServiceNow Customer Service

Management
Driving customer loyalty
ServiceNow® Customer Service Management (CSM) goes beyond traditional solutions
to elevate your customer service from issue to resolution. With CSM, you can solve
With ServiceNow
customer problems by bringing front, middle, and back offices together, proactively there is no legacy.
addressing customer issues, and instantly handling common customer requests. The
results: increased customer satisfaction and reduced case volume and costs.
The platform is a
Bring front, middle, and back offices together
cloud solution that
CSM makes it possible to permanently fix—and even prevent—issues by connecting is built to underpin
customer service to other departments and automating processes across teams and integrate all
for faster resolution. Customer service can identify and assign issues directly to field
service, engineering, operations, finance, legal, and other departments and track the workflows in our
those issues to resolution. And when the problem is solved for one group of customers,
future customers won’t experience it.
customer service
operation.
Proactively address customer issues
– Matthias Lippert, VP Customer
Gain real-time visibility into the health of customers’ products and services to
Services, Basware Oyj
proactively detect issues or even prevent the issues entirely. You can send preemptive
alerts to affected customers, so they don’t need to contact customer service. CSM
helps identify and predict trends to drive actionable improvements and automate
resolutions for the most frequently recurring problems.

Instantly handle common customer requests

CSM offers two options for self-service. First, an out-of-the-box customer service
portal offers a customizable online service experience. Next, Engagement Messenger
enables the same self-service to be easily embedded in third-party web and mobile
web sites. Empower your customers to:
•  Initiate automated solutions to common requests, such as address changes,
warranty registrations, and password resets, with the service catalog
•  Complete requests and get answers in a conversational format with a chatbot
•  Discover solutions by engaging with peers and experts
•  Find answers to common issues using knowledge content
•  View the real-time health of purchased products and services

Enterprise package
•  Workforce Optimization – Manage channels, schedules, team performance, and
skills from one location.
•  Process Optimization – Visualize process execution, identify bottlenecks, and resolve
underlying issues.

Professional package Use Predictive Intelligence to

automatically categorize and route
•  Proactive Customer Service Operations – monitor your customers’ products and
cases. Empower agents with AI-assisted
services to identify issues and proactively fix them.
answers in Agent Workspace to increase
•  Predictive Intelligence – use machine learning to route issues, recommend solutions, first contact resolution.
and identify self-service and case trends.
•  Performance Analytics – unlock insights to anticipate trends, prioritize resources, and
drive service improvements.

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 DATA SHEET

•  Virtual Agent – improve the self- Integration Hub.

service experience with conversational •  Self-Service – drive self-service from
guidance using a chatbot. a portal with knowledge, service
•  Messaging – Expand omni-channel catalogs, communities, and chatbots.
service by engaging customers through •  Engagement Messenger - Embed rich
their preferred messaging channels. self-service in third party web sites via
•  Playbooks for Customer Service – configuration.
manage case flows across teams by •  Knowledge Management – provide Monitor digital services offered to
digitizing and automating service instant access to relevant knowledge customers
processes. for customers and agents.
•  Guided Decisions – dynamically guide •  Communities – connect customers
agents to resolve cases with contextual and employees with their peers to find
next best action recommendations. answers and solve problems.
•  Industry Data Models – flexibly model •  Walk-up Experience for Customer
households, business locations, Service – boost customer satisfaction
accounts, contacts, and their by providing an efficient in-person
relationships. service experience.
•  Customer Project Management – •  Service Management for Issue
Balance agent workloads and manage team
manage your entire project lifecycle Resolution – identify, diagnose, and
performance
and empower customers and agents to permanently resolve customer issues.
manage project tasks.
•  Mobile App – manage cases on the go
•  Continual Improvement Management with a consumer-style app.
– initiate and track improvements
across the enterprise by aligning •  Advanced Work Assignment –
people, processes, and data. Automatically route work to the best
agent based on criteria or an affinity to
These capabilities are in the Professional the case (affinity requires Pro package).
and Standard packages.
•  Visual Task Assignment – assign
•  Agent Workspace – enhance agent customer requests and tasks to other Deliver proactive self-service from any portal
productivity with guided resolution in a departments with visual task boards.
single pane of glass.
•  Surveys – use surveys to measure voice
•  Case Management – manage of the customer and stay current with
interactions, model account customer concerns.
relationships, manage SLAs, and
outsource service. •  Reports & Dashboards – generate
and distribute custom reports and
•  Omni-Channel – support customers dashboards on demand.
across web, phone, chat, email, in-
person, and social media. These applications work with CSM and are
licensed separately.
•  Customer Central – give agents a Assign tasks to other departments with the
consolidated view of customer data to • Field Service Management Visual Task Board
boost productivity. • IT Operations Management
•  Visual Workflow & Automation – • Project Portfolio Management
automate service processes, tasks, and
Learn more: servicenow.com/csm
assignments with Flow Designer and

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