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CSM Overview
One platform for enterprise automation
Use AI to improve deflection, foster productivity and streamline processes. Automation lets you control complexity while scaling customer service ops for business growth. CSM runs on the Now Platform®, a single system of action for the enterprise.
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Featured apps and capabilities for Customer Service Management
CSM groups key applications and capabilities into packages that can scale with you as your needs change.
Now Assist for CSM
Improve customer experience and boost agent productivity with generative AI on the Now Platform.
Self-Service
Drive self-service from a portal integrated with knowledge, service catalogues, communities and chatbots.
Workforce Optimization
Manage teams effectively with real-time visibility into agent scheduling and performance.
Process Mining
Improve outcomes by optimising process flows to streamline work.
Virtual Agent
Resolve issues fast with an intelligent chatbot that understands simple, human language.
Guided Decisions
Help agents resolve cases with contextual next best action recommendations.
Predictive Intelligence
Simplify and accelerate everyday work with built-in machine learning.
Engagement Messenger
Embed rich self-service experiences in third-party websites via configuration.
Omnichannel
Support customers across phone, messaging, chat, web, email, in-person, and social media.
Workspaces
Improve agent efficiency with a single workspace built to facilitate resolutions.
Case Management
Manage interactions and SLAs, model account relationships, and support outsourced service.
Service Model Foundation
Model service organisation structures and their relationships to meet your business needs.
Advanced Work Assignment
Boost customer satisfaction by providing an efficient in-person service experience.
Service Management for Issue Resolution
Identify, diagnose, and permanently resolve customer issues.
Knowledge Management
Improve business efficiency with easy knowledge sharing and collaboration.
Task Intelligence
Boost agent efficiency and customer satisfaction with intelligent service automation.
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Do more with Customer Service Management
Combine Customer Service Management with other products and apps to create a powerhouse customer experience platform. Reduce customer effort and improve your bottom line.
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Put AI to work for people
Empower your people with business-ready AI from ServiceNow. From the front office to the back office and all in between, our intelligent platform harnesses AI to put smart answers at your employees' fingertips, letting you translate that intelligence into action.
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“ServiceNow Customer Service Management has all the functionality we need out of the box to streamline services and unlock greater transparency.”
Martha Merk
Associate Director, Business Partner Shared Services
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Explore further
Dive into overview articles on a variety of topics related to Customer Service Management.
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What is CSM?
What is self-service?
What is CRM?
What is omnichannel?
What is a customer journey?
What are customer service metrics?
What is customer experience?
What is customer service?
What is customer support?
What is generative AI?
What is customer satisfaction?
What is the difference between ServiceNow and Jira?
Benefits
Benefits
Improve service operations and engage your customers with Customer Service Management.
Self-service across multiple channels
Engage with your customers using their preferred communication channels. From social media to AI-powered virtual agents, enhance experiences, automate issue resolution and reduce customer effort.
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Enhanced cross-department collaboration
Use AI to streamline the flow of work within your customer operations teams. Enjoy AI-powered solutions that provide end-to-end visibility to all stakeholders.
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Real-time insights for agents
Equip your agents with GenAI infused tools to quickly resolve customer requests. Proactively manage issues impacting multiple customers while improving team productivity.
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Platform
Built on the Now Platform
CSM includes AI-powered platform capabilities so you can reduce costs while delivering frictionless customer service. Automate issue resolution and enable smart self-service. Empower agents with real-time information and intelligence.
One platform to make work flow
Now Platform® is the single cloud application platform all ServiceNow products run on. Automate, simplify and connect work across the enterprise to move your business forward.
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Actionable insights
Get work done faster with AI-powered experiences. Give everyone in your organisation the info they need to make smarter decisions and improve business processes.
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Automated business processes
Connect teams with end-to-end digital workflows. Remove bottlenecks by automating manual processes with a simple, drag-and-drop interface.
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Intelligent chatbot
Make it easy for employees and customers to get what they need, when they need it. Answer questions, resolve common issues and kick off workflows instantly with a virtual assistant.
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Security lives at the centre of all we do
Data security is critical to your business. The Now Platform arms you with the tools and processes you need to improve your security posture. We also help you adhere to regulatory compliance to keep sensitive data safe.
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Certified integrations
Integrate easily with partner and third-party applications, including CTI software and telephony platforms.
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Combine the Now Platform with 3CLogic to create a complete omnichannel experience.
Deliver more effective service information through comprehensive customer profiles with the integration of ServiceNow and Adobe Experience Platform.
Power up your customers’ experience with the DaVinci platform by enabling ServiceNow with voice, chat, and text capabilities.
Achieve maximum use from both platforms with a seamless, powerful integration of ServiceNow and Cisco Contact Center.
Provide augmented reality remote support to service management teams for enhancing the customer, employee, and field staff experiences.
Improve agent productivity by providing instant access to incident and case management data, enabling informed decisions.
Empower your agents to deliver extraordinary customer experiences.
Rapidly integrate ServiceNow Voice with Amazon Connect.
Users
Role-based apps for Customer Service Management
Add continuous value to the business no matter what role you fill. Find cost reductions and efficiencies across your organisation while you innovate and improve the customer experience.
VP of service operations
Discover new ways to enhance your end users’ experience and reduce costs through self-service and automation. Streamline operations by coupling AI-driven process optimisation with workflows across departments.
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Workforce Optimization
Empower your workforce with the skills they need to deliver seamless customer service and experiences.
Process Mining
Simplify work and increase efficiency by uncovering bottlenecks in business processes.
Omnichannel
Enable customers to interact with your organisation in the ways that are most convenient for them.
Customer service manager
Empower agents and boost their productivity with real-time information. Enable them to address customer needs quickly, transparently and proactively to provide an effortless experience.
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Workforce Optimization
Gain real-time visibility across channels and work so you can manage for optimal performance.
Process Mining
Manage case flows across teams by digitising and automating service processes.
Self-Service
Enable customers to achieve outcomes through automated self-service across channels.
Agent or service rep
Serve your customers from a single, integrated workspace. Resolve issues faster, enabled by intelligent guidance and visibility across the case lifecycle.
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Playbooks for Customer Service Management
Proactively solve issues and deflect calls with early detection of trending problems.
Workspaces
Increase productivity with guided resolution, multitasking and a unified CSM configurable view.
Task Intelligence
Work smarter and improve customer experiences through automated task creation, triage and investigation.
Administrator
Make case management and customer service more efficient with out-of-the-box workflows. Involve citizen developers with low-code and no-code custom service apps.
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Performance Analytics
Identify areas where automation and self-service can increase efficiency and reduce costs to deliver great experiences.
Predictive Intelligence
Let employees focus on more meaningful work by powering your workflows with machine learning.
Virtual Agent
Leverage an AI-powered chatbot to design conversations that help employees and customers resolve issues and get what they need when they need it.
Pricing
Choose a package
Get the tools you need most with the CSM package that meets your business needs and goals.
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Package options
Choose from one of three CSM packages. Scroll down to see a sample of the apps and capabilities that make up each package.
Standard
For growing businesses that need to create impact with confidence.
Agent Workspace
Case Management
Omnichannel
Knowledge Management
Walk-Up Experience for Customer Service
Service Management for Issue Resolution
Advanced Work Assignment² ⁴
Engagement Messenger
Digital Portfolio Management
Professional
For teams and companies that need to manage CSM and deliver effectively.
Proactive Customer Service Operations³
Task Intelligence
Performance Analytics
Virtual Agent
Outsourced Customer Service
Continual Improvement Management
Vendor Management Workspace
DevOps
Now Assist for CSM⁵
Agent Workspace
Case Management
Omnichannel
Self-Service
Knowledge Management
Walk-Up Experience for Customer Service
Service Management for Issue Resolution
Advanced Work Assignment² ⁴
Engagement Messenger
Digital Portfolio Management
Enterprise
For strategic partners looking for our decades of CSM experience to help them meet their goals.
Workforce Optimization
Process Mining
Now Assist for CSM⁵
Proactive Customer Service Operations³
Task Intelligence
Performance Analytics
Virtual Agent
Outsourced Customer Service
Continual Improvement Management
Vendor Management Workspace
DevOps
Agent Workspace
Case Management
Omnichannel
Self-Service
Knowledge Management
Walk-Up Experience for Customer Service
Service Management for Issue Resolution
Advanced Work Assignment² ⁴
Engagement Messenger
Digital Portfolio Management
1 Messaging (part of Omnichannel) is included in the Professional package.
2 Agent Affinity (part of Advanced Work Assignment) is included in the Professional package.
3 IT Operations Management is needed for Proactive Customer Service Operations.
4 Shift-Based Assignment (part of Advanced Work Assignment) is included in the Enterprise Package.
5Now Assist is not included as part of the core package unless purchased in addition to the product.
Discover the business value
Use our interactive calculator to project the value your organisation can achieve from a ServiceNow solution. Envision the solution's impact and estimate potential savings you could realise for your company.
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Accelerate time to value
See how you can get CSM up and running faster with one of our ServiceNow Impact packages. Our experts and services help you achieve business outcomes fast, boost team skills and innovate quickly to meet the demands of today's economic landscape.
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Resources
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Connect the customer service resources across your organisation to deliver a frictionless customer experience. Here are five best practices to get you started.
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Transform customer service digitally to get the best customer experience. Bring front, middle and back office ops together to solve customer issues fast.
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Improve customer satisfaction by launching new technology services. Build better customer experiences with the latest apps and features.
Featured resources
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DATA SHEET
Customer Service Management
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Solution briefs
Deliver Experience-Led Customer Service with ServiceNow and Qualtrics
Harness the Power of the Whole Company to Serve Your Customers
Ebooks
Customer Operations for Dummies
Webinars
Empower Your Teams to Create Effortless Customer Experiences
Elevate Customer Experiences and Lower Costs? Yes!
How and Why You Should Digitise Customer Service
What the industry experts are saying
See why customer-centricity, higher-quality digital experiences and employee-facing AI are helping industries stay ahead.
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Discover Business Value
Look who's winning with ServiceNow
See how other companies improve the customer experience through automation, monitoring and more.
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CCEP centralizes support for shared services onto a single platform.
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Xerox improves remote resolution rates by 10%.
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Lloyds resolves over 91% of payment exceptions through automation.
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7-Eleven boosts case resolution rates by 205% and trims response times 75%.
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South Dakota modernizes citizen services to deliver frictionless experiences.
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Rogers Communications gains forensic-level insight into its customers.
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Talk to an expert
Connect with us to put AI to work and start creating experiences that build loyalty and improve the bottom line.
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