ServiceNow Customer Service Management Reviews

4 Ratings
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Score 8.0 out of 100

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October 31, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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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.
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ServiceNow Customer Service Management Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (1)
10
Expert directory (1)
9
Subscription-based notifications (1)
9
ITSM collaboration and documentation (1)
9
Ticket creation and submission (1)
9
Ticket response (1)
9
External knowledge base (1)
9
Internal knowledge base (1)
9
Customer portal (1)
9
IVR (1)
9
Social integration (1)
9
Email support (1)
9
Help Desk CRM integration (1)
9

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