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ServiceNow Customer Service Management

ServiceNow Customer Service Management

Overview

What is ServiceNow Customer Service Management?

ServiceNow Customer Service Management is a comprehensive software solution that streamlines service operations and enhances customer engagement through digital workflows. It empowers businesses to efficiently route work across front, middle, and back offices so that they can resolve customer issues...

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Learn from top reviewers

Easy and Hassle free Ticketing System ServiceNow Customer Service Management.

Rating: 8 out of 10
April 2, 2025
IncentivizedVetted Review
We're using ServiceNow Customer Service Management in our organization for internal IT, Legal and People & Culture support. It is quiet an effective way of managing suppor...
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Verified user
Contributor
ServiceNow Customer Service Management6 years of experience

CSM for MSPEnterprise

Rating: 8 out of 10
April 1, 2025
IncentivizedVetted ReviewVerified User
As an overlay for the usual ITSM application to support our customers as an MSP. Customers use email, phone and the ServiceNow Customer Service Management portal to log cases ...
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Tim Kikke
Program Manager - Information Technology
Head of PMO
Kerv
ServiceNow Customer Service Management4 years of experience
Verified on LinkedIn

Easy to use

Rating: 7 out of 10
March 23, 2022
IncentivizedVetted ReviewVerified User
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 so...
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Marisa Martin
Representative - Other
Customer Success - renewals representative
Blackbaud
ServiceNow Customer Service Management4 years of experience

ServiceNow for Beginner

Rating: 8 out of 10
February 11, 2022
Vetted ReviewVerified User
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 trac...
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Verified user
Employee
ServiceNow Customer Service Management3 years of experience

ServiceNow makes Business Impact!

Rating: 8 out of 10
April 24, 2021
IncentivizedVetted ReviewVerified User
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 prioritizatio...
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Verified user
Account Manager
ServiceNow Customer Service Management3 years of experience
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Pricing

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ServiceNow Customer Service Management

ServiceNow Customer Service Management

N/A
Unavailable

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
For the latest information on pricing, visithttps://www.servicenow.com/products/cus…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

Webinar | Intelligent Customer Service With ServiceNow Customer Service Management

YouTube

ServiceNow Customer Workflows (CSM) Demo | What are customer workflows?

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.6
Avg 8.2

Self Help Community

Features that allow customers to self-service for support issues.

9
Avg 8.0

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.8
Avg 8.0
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Product Details

What is ServiceNow Customer Service Management?

ServiceNow Customer Service Management is a comprehensive software solution that streamlines service operations and enhances customer engagement through digital workflows. It empowers businesses to efficiently route work across front, middle, and back offices so that they can resolve customer issues promptly. By leveraging automation and AI-driven tools, employees can deliver personalized customer service while accelerating the time it takes to resolve issues.

The platform's proactivity in monitoring products and services enables it to identify potential issues before they occur, helping customers avoid disruption by initiating timely action. Customers can reach out for answers or request support from the relevant teams directly from their preferred channels of communication without any delay. The software's self-service capabilities powered by workflow automation enable it to handle common requests instantly while reducing volume in contact centers. With its ability to unify front, middle, and back offices on a single platform, ServiceNow Customer Service Management offers full visibility into issue status, reduces resolution timeframes, and improves the agent and customer experience overall.

ServiceNow Customer Service Management Video

Using ServiceNow, customer service agents at Vodafone—the world’s largest telecom company—now have a 360° view of the customer, along with one app that helps them provide excellent service. Their productivity is up 45% since deploying ServiceNow.

ServiceNow Customer Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

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

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

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Reviews From Top Reviewers

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(1-1 of 1)

ServiceNow will take care of all your ticket management needs.

Rating: 8 out of 10
Incentivized
November 01, 2020
Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employees
Vetted Review
Verified User
ServiceNow Customer Service Management
3 years of experience
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
Likelihood to Recommend
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.
ServiceNow Customer Service Management Feature Ratings
Incident and problem management (6)
91.66666666666666%
9.2
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
90%
9.0
Customer portal
90%
9.0
IVR
90%
9.0
Social integration
90%
9.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
Return on Investment
  • Ease of use between departments has been a huge success.
  • Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
  • Any kind of outage has been handled very promptly.
Usability
10
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Support Rating
9
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.
Other Software Used
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