ServiceNow Customer Service Management Reviews

18 Ratings
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Score 8.2 out of 100

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April 30, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Most Important Features

  • Dashboards
  • Ticket Management
  • Knowledge Base
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April 28, 2021
Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
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Most Important Features

  • Maintaining a record of tickets submitted.
  • Easy access to view tickets.
  • Step to step automatic email notifications is a plus plus.
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ServiceNow Customer Service Management Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (7)
8.4
Expert directory (7)
7.9
Subscription-based notifications (7)
8.1
ITSM collaboration and documentation (7)
8.4
Ticket creation and submission (7)
9.0
Ticket response (7)
8.3
External knowledge base (5)
8.4
Internal knowledge base (6)
8.5
Customer portal (6)
8.8
IVR (5)
8.8
Social integration (5)
8.8
Email support (6)
7.7
Help Desk CRM integration (6)
8.7

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

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 9.

Who uses ServiceNow Customer Service Management?

The most common users of ServiceNow Customer Service Management are from Enterprises and the Information Technology & Services industry.