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Discover the sessions, keynotes, and insight to strengthen your company's digital transformation strategies.
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Revisit groundbreaking topics, keynotes, and sessions from Knowledge 2024. Watch On Demand
Customer Service Management (CSM) Take your customer service to the next level while controlling operating costs. Resolve issues quickly and delight customers with AI-powered self-service. Set your agents up for success with real-time information to boost their productivity.  Watch Demo Get Data Sheet
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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 catalogs, communities, and chatbots. Workforce Optimization Manage teams effectively with real-time visibility into agent scheduling and performance. Process Mining Improve outcomes by optimizing 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 organization 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. Load More
Do more with Customer Service Management With AI and automation, you can empower agents and field technicians to proactively serve, helping to reduce customer effort. Discover Solution Watch Video (1:28)
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.  Explore AI
“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 Read Case Study See All Case Studies
Explore further Dive into overview articles on a variety of topics related to Customer Service Management.  Learn About ServiceNow See All Articles  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 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.  Get Report
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.   Read Ebook
 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.  Download Ebook
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 organization 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 center 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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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 organization 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 optimization with workflows across departments.
Heading Text * 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 organization 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. 
Heading Text * 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 digitizing 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.
Heading Text * 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.
Heading Text * 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.
Choose a package Get the tools you need most with the CSM package that meets your business needs and goals. Get Pricing
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 organization can achieve from a ServiceNow solution. Envision the solution’s impact and estimate potential savings you could realize for your company. Calculate Value
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. Reach ROI Fast
Heading Lorem Ipsum Description vestibulum ante ipsum primis in faucibus orci luctus et ultrices posuere cubilia curae. Sed auctor, turpis ut leo gravida iaculis, sapien metus egestas efficitur. Get Ebook Connect the customer service resources across your organization to deliver a frictionless customer experience. Here are five best practices to get you started. Read Brief Transform customer service digitally to get the best customer experience. Bring front, middle, and back office ops together to solve customer issues fast. See Latest Release Improve customer satisfaction by launching new technology services. Build better customer experiences with the latest apps and features. 
What the industry experts are saying See why customer-centricity, higher-quality digital experiences, and employee-facing AI are helping industries stay ahead. Get Report Discover Business Value
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