Easy to use
March 23, 2022

Easy to use

Marisa Martin | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with ServiceNow Customer Service Management

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 which is what I primarily use the software for.
  • User friendly
  • Integration
  • Easy updates
  • Simple
  • Interfacing
  • Response time the system can be slow
  • Effects, the sounds are unnecessary and dated
  • Responsiveness
  • Software errors
  • Chat
  • Tickets
  • New equipment
  • Positive in getting problems fixed
  • Easy to communicate with internal teams
  • Could be more responsive

Do you think ServiceNow Customer Service Management delivers good value for the price?

Not sure

Are you happy with ServiceNow Customer Service Management's feature set?

Yes

Did ServiceNow Customer Service Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Customer Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow Customer Service Management again?

Yes

This is a good system to submit internal problems with personal systems, this is not the best system for submitting new software requests. The catalog has lots
of different problems and it can be misleading what is available
for each position/role at the organization

ServiceNow Customer Service Management Feature Ratings

Organize and prioritize service tickets
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
6
External knowledge base
Not Rated
Internal knowledge base
5
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
7
Help Desk CRM integration
9