Easy to use
I use service now to submit it tickets for internal system problems, it’s easy to use but can be somewhat slow when using the chat feature …
ServiceNow Customer Service Management
ServiceNow Customer Service Management
Overview
Recent Reviews
Popular Features
View all 13 featuresTicket creation and submission (9)
8.8
88%
Organize and prioritize service tickets (9)
8.0
80%
Expert directory (8)
7.6
76%
Ticket response (9)
7.5
75%
Reviewer Pros & Cons
View all pros & cons
Marisa Martin
Customer Success - renewals representative
Blackbaud (Computer Software, 10,001+ employees)
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Pricing
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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…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Features Scorecard
Incident and problem management
7.8
78%
Self Help Community
7.6
76%
Multi-Channel Help
7.2
72%
Product Details
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 |
|---|---|
| Mobile Application | No |
Comparisons
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Frequently Asked Questions
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.
What is ServiceNow Customer Service Management's best feature?
Reviewers rate Ticket creation and submission highest, with a score of 8.8.
Who uses ServiceNow Customer Service Management?
The most common users of ServiceNow Customer Service Management are from Enterprises (1,001+ employees) and the Information Technology & Services industry.
Reviews and Ratings
(44)
Reviews
(1-9 of 9)- Popular Filters
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March 23, 2022
Easy to use
I use service now to submit it tickets for internal system problems, it’s easy to use but can be somewhat slow when using the chat feature which is what I primarily use the software for.
- User friendly
- Integration
- Easy updates
- Simple
- Interfacing
- Response time the system can be slow
- Effects, the sounds are unnecessary and dated
- Responsiveness
March 11, 2022
Improve your operations with ServiceNow CSM
ServiceNow CSM is widely used by many of our customers. It is one of the best products around this area. It has many solutions that helps customers solve their day to day needs around Omni channel interface, case management to log tickets, agent workspace, it also has incident management. With ServiceNow CSM one can manage external customers very efficiently and improve operations.
- Single omni channel interface
- AI ML based capabilities for routing
- Performance analytics
- Case management
- All functions work perfectly. May be overall performance can be improved.
- License model can be made flexible.
February 11, 2022
ServiceNow for Beginner
It allows communication and the logging of tickets across different teams e.g. IT, HR services, Payroll, employee relations. With all this interconnectivity, everyone can track the status of their ticket and resolution can be sent to the user through email. It also manages the most common user error and time spent to resolve an issue. After using analytics, our team was able to streamline our process to ensure there are non repetitive processes and bottleneck between groups.
- IT ticket
- Cross organizational tickets
- Payroll quick messages
- Templates for ticket resolution
- Integration from other apps in the cloud services like phone lines
- Data management storage
November 06, 2021
Great solution of IT operation problems
Service now tool is used in our organization for incident, change, problem management & in many more management solutions. We have customized the tool as per our need and using it in our day to day activities. It provide tracking of incident, change management & make our life a little bit easier, hence we can focus more on productive work.
- It is easy to use and provides complete visibility to us of incidents & history maintenance.
- Easy to track incident & change management.
- It can be customized as per the user requirement.
- Documentation should be in detail, hence it would be helpful to understand easily.
- Licensing is bit on higher side as compare to other vendors.
May 01, 2021
Great tool for ITSM
Service Now is being used across all of the departments in the end user services space to manage IT helpdesk tickets, requests and issues. It is also used to manage different datasets related to field services, location data, site details and others. It also houses data from other customer support channels like chat, voice etc.
- Robust Design
- Ability to add multiple data sources
- Good reporting and dashboard options
- Slower performance speeds
- Old design
- Inability to standardize dashboard views
April 28, 2021
ServiceNow: A Great Tool for Bankers
Used across the whole organization. Too cumbersome and not easy to locate items when asking for help. Would recommend a job aid or help tool to assist new users. I find myself spending a lot of time locating what I'm requesting assistance for. It does keep track of tickets submitted every step of the way which is very useful but does not provide a name to reach out to for assistance and/or questions.
- Easy log in
- Easy to view screens
- Easy to track
- Need a aid on how to use the system.
- Functionality to scroll down should not be too sensitive.
- Adding user helpful tools to help navigate.
April 24, 2021
ServiceNow makes Business Impact!
We have a variety of tickets and processes internally that can be extremely complex. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use [ServiceNow Customer Service Management] across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
- Prioritization
- Technical requirements for answering questions
- Providing easy user interface
- Adding in additional chat features would be nice
- Viewing where you stand in priority
- Having a way to automate more of the processes
April 24, 2021
ServiceNow is a robust service management tool.
ServiceNow [Customer Service Management] is used for service requests, configuration item management and change order tracking
- Customizable search for any sub catagories
- Required field management
- Email notification
- Not easy for new users to handle advanced search
- Misleading approver section showing all past approvers even if they are not part of the current process.
November 01, 2020
ServiceNow will take care of all your ticket management needs.
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.