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October 31, 2020

ServiceNow is utilized by several teams, mainly the IT crew to manage all incidents, service requests, tasks, inventory of both hardware and software. The tool is used to communicate back and forth with end users and the help desk. We also assign software licenses and hardware items via the tool.
- Allows for clear communication between help desk and end users.
- Provides a clean inventory option for both hardware items and software licenses.
- Navigation is very intuitive and user friendly.
- Many reporting features for all levels of the company.
- Reporting could be more granular.
- Slow loading pages more often than not.
- Updating of categorization can take a long time to propagate.
ServiceNow Customer Service Management Scorecard Summary
Feature Scorecard Summary
What is ServiceNow Customer Service Management?
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement as well. ServiceNow Field Service Management is available as an add-on via a separate license, and it allows users to connect field service with other teams and mobile tools to quickly respond to and prevent issues.
ServiceNow Customer Service Management Technical Details
Operating Systems: | Unspecified |
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Mobile Application: | No |