ServiceNow Customer Service Management

ServiceNow Customer Service Management

About TrustRadius Scoring
Score 7.7 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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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

7.5
75%

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

 (47)

Ratings

Reviews

(1-1 of 1)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
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.