ServiceNow Customer Service Management Reviews

18 Ratings
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Score 8.2 out of 100

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Reviews (1-7 of 7)

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April 24, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • 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
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May 01, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Robust Design
  • Ability to add multiple data sources
  • Good reporting and dashboard options
  • Slower performance speeds
  • Old design
  • Inability to standardize dashboard views
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April 27, 2021
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Best in class workflow - end to end.
  • Best in class user interface - across entities: clients, employees, workflow developers.
  • AI engine support to find the logical correlation between the events and proactive measures to address them.
  • I can't see any room for improvement - Looks perfect to me at least.
  • Pricing is a bit high but yes value created is higher.
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April 25, 2021
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Pros and Cons

  • Maintains history of issues reported.
  • Customer details.
  • Clarity on technical issues.
  • Agent information.
  • Ticket routing.
  • I can't think of anything as I already feel that it's a perfect tool.
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April 24, 2021
Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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Pros and Cons

  • 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.
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November 01, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • 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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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.