Question 1

What is ServiceNow Customer Service Management?

Accepted Answer

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.

Question 2

What is ServiceNow Customer Service Management's best feature?

Accepted Answer

Reviewers rate Ticket creation and submission and Email support and Help Desk CRM integration highest, with a score of 9.5.

Question 3

Who uses ServiceNow Customer Service Management?

Accepted Answer

The most common users of ServiceNow Customer Service Management are from Enterprises (1,001+ employees).