ServiceNow Customer Service Management

ServiceNow Customer Service Management

About TrustRadius Scoring
Score 7.7 out of 100
ServiceNow Customer Service Management

Overview

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...
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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)
    8.9
    89%
  • Organize and prioritize service tickets (9)
    8.0
    80%
  • Expert directory (8)
    7.7
    77%
  • Ticket response (9)
    7.4
    74%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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N/A
Unavailable

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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6 people want pricing too

Alternatives Pricing

What is Gist?

Gist is a unified marketing, sales, and support platform. It includes live chat, a help desk, knowledge base, email marketing, marketing automation, opt-in forms, and more.

What is LiveChat?

LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, with the goal of allowing users to provide 24/7 support to customers. The core feature of the software is its chat tool, where both service and sales team can answer customers'…

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Product Demos

Vodafone customer service agents get 360° view with ServiceNow
01:35
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Features Scorecard

Incident and problem management

7.8
78%

Self Help Community

7.3
73%

Multi-Channel Help

6.8
68%
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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 Video

Using ServiceNow, customer service agents at Vodafone—the world’s largest telecom company—now have a 360° view of the customer, along with one app that helps them provide excellent service. Their productivity is up 45% since deploying ServiceNow.

ServiceNow Customer Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Reviewers rate Ticket creation and submission highest, with a score of 8.9.

The most common users of ServiceNow Customer Service Management are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

 (58)

Ratings

Reviews

(1-9 of 9)
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Veeral Oza | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller
  • Single omni channel interface
  • AI ML based capabilities for routing
  • Performance analytics
  • Case management
  • All functions work perfectly. May be overall performance can be improved.
  • License model can be made flexible.
February 11, 2022

ServiceNow for Beginner

Score 8 out of 10
Vetted Review
Verified User
  • IT ticket
  • Cross organizational tickets
  • Payroll quick messages
  • Templates for ticket resolution
  • Integration from other apps in the cloud services like phone lines
  • Data management storage
Vikrant Sehgal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • It is easy to use and provides complete visibility to us of incidents & history maintenance.
  • Easy to track incident & change management.
  • It can be customized as per the user requirement.
  • Documentation should be in detail, hence it would be helpful to understand easily.
  • Licensing is bit on higher side as compare to other vendors.
Score 8 out of 10
Vetted Review
Verified User
  • Robust Design
  • Ability to add multiple data sources
  • Good reporting and dashboard options
  • Slower performance speeds
  • Old design
  • Inability to standardize dashboard views
Score 8 out of 10
Vetted Review
Verified User
  • Prioritization
  • Technical requirements for answering questions
  • Providing easy user interface
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Score 7 out of 10
Vetted Review
Verified User
  • Customizable search for any sub catagories
  • Required field management
  • Email notification
  • Not easy for new users to handle advanced search
  • Misleading approver section showing all past approvers even if they are not part of the current process.
Score 8 out of 10
Vetted Review
Verified User
  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
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