Improve your operations with ServiceNow CSM
March 11, 2022

Improve your operations with ServiceNow CSM

Veeral Oza | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source

Software Version


Modules Used

  • Field Service Management

Overall Satisfaction with ServiceNow Customer Service Management

ServiceNow CSM is widely used by many of our customers. It is one of the best products around this area. It has many solutions that helps customers solve their day to day needs around Omni channel interface, case management to log tickets, agent workspace, it also has incident management. With ServiceNow CSM one can manage external customers very efficiently and improve operations.
  • 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.
  • Omni channel interface
  • Case Management
  • Performance Analytics
  • It has reduced customer escalations
  • Improved MTTR
  • Increased operational efficiency
  • Freshworks CRM (formerly Freshsales)
ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.

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


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


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


Did implementation of ServiceNow Customer Service Management go as expected?


Would you buy ServiceNow Customer Service Management again?


Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk), BMC Helix ITSM (Remedy), SolarWinds AppOptics
Suited for Mid-level to Large enterprise customers. They have a separate offering for Telecom known as TSM. You would use it in scenarios where the company has a large number of end users and you want to efficiently handle their tickets. This is powered by ServiceNow platform where you can plug in other modules easily as and when needed arises.

ServiceNow Customer Service Management Feature Ratings

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