ServiceNow Customer Service Management Reviews

18 Ratings
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Score 8.2 out of 100

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April 24, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

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 prioritization for all of these now. We use [ServiceNow Customer Service Management] across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
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April 30, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

Service Now is being used across all of the departments in the end user services space to manage IT helpdesk tickets, requests and issues. It is also used to manage different datasets related to field services, location data, site details and others. It also houses data from other customer support channels like chat, voice etc.
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April 28, 2021
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Use Cases and Deployment Scope

Used across the whole organization. Too cumbersome and not easy to locate items when asking for help. Would recommend a job aid or help tool to assist new users. I find myself spending a lot of time locating what I'm requesting assistance for. It does keep track of tickets submitted every step of the way which is very useful but does not provide a name to reach out to for assistance and/or questions.
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April 27, 2021
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Use Cases and Deployment Scope

ServiceNow CSM is creating value for all employees & external customers with automated workflows. CSM Module which is external client centric is best in class - we have been using to create customer loyalty, better integration of front, middle & back offices, proactive addressing customer issues with automated alerts to client avoiding call center load.
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April 24, 2021
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Use Cases and Deployment Scope

ServiceNow is a ticketing tool [that] we use to maintain customer records for any technical issues or concerns. It is one of the finest tool I [have] come across. It will maintain the history/record of users' reported issues and also all the details of the break down. It is one of the good tools to maintain customer records.
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April 24, 2021
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Use Cases and Deployment Scope

ServiceNow [Customer Service Management] is used for service requests, configuration item management and change order tracking
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October 31, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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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.
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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.