ServiceNow Customer Service Management

ServiceNow Customer Service Management

About TrustRadius Scoring
Score 7.8 out of 100
ServiceNow Customer Service Management

Overview

Recent Reviews

Easy to use

7 out of 10
March 23, 2022
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 …
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ServiceNow for Beginner

8 out of 10
February 11, 2022
It allows communication and the logging of tickets across different teams e.g. IT, HR services, Payroll, employee relations. With all this …
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Great tool for ITSM

8 out of 10
May 01, 2021
Service Now is being used across all of the departments in the end user services space to manage IT helpdesk tickets, requests and issues. …
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Popular Features

View all 13 features

Ticket 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

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Video Reviews

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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 SystemsUnspecified
Mobile ApplicationNo

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)

Ratings

Reviews

(1-9 of 9)
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March 23, 2022

Easy to use

Marisa Martin | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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
This is a good system to submit internal problems with personal systems, this is not the best system for submitting new software requests. The catalog has lots
of different problems and it can be misleading what is available
for each position/role at the organization
Veeral Oza | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
Review Source
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.
Suited for Mid-level to Large enterprise customers. They have a separate offering for Telecom known as TSM. You would use it in scenarios where the company has a large number of end users and you want to efficiently handle their tickets. This is powered by ServiceNow platform where you can plug in other modules easily as and when needed arises.
February 11, 2022

ServiceNow for Beginner

Score 8 out of 10
Vetted Review
Verified User
Review Source
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
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
Vikrant Sehgal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
ServiceNow tool is a great bundle of features to cover almost all business scenarios from an IT Operations perspective, including ITIL and other great features such as SAM and other modules. In documentation & wiki management need to look for a different solution.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
I would recommend ServiceNow to other colleagues because it provides a one stop solution to manage all IT / helpdesk related items.
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
Well suited to maintain a record of all tickets.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
[ServiceNow Customer Service Management is] well suited for users to generate initial service requests without contacting a service desk.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.