ServiceNow Customer Service Management

ServiceNow Customer Service Management Reviews

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Ratings and Reviews
(1-5 of 5)

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Score 6 out of 10
Vetted Review
Verified User
Review Source
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.

ServiceNow Customer Service Management Scorecard Summary

Feature Scorecard Summary

Incident and problem management (6)
79%
7.9
Organize and prioritize service tickets (5)
82%
8.2
Expert directory (5)
74%
7.4
Subscription-based notifications (5)
78%
7.8
ITSM collaboration and documentation (5)
78%
7.8
Ticket creation and submission (5)
86%
8.6
Ticket response (5)
76%
7.6
Self Help Community (2)
84%
8.4
External knowledge base (3)
87%
8.7
Internal knowledge base (4)
82%
8.2
Multi-Channel Help (5)
83%
8.3
Customer portal (4)
87%
8.7
IVR (3)
87%
8.7
Social integration (3)
87%
8.7
Email support (4)
72%
7.2
Help Desk CRM integration (4)
85%
8.5

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 Pricing

ServiceNow Customer Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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 External knowledge base and Customer portal and IVR highest, with a score of 8.7.

Who uses ServiceNow Customer Service Management?

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