ServiceNow -Pretty good CRM tool
April 06, 2022

ServiceNow -Pretty good CRM tool

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceNow Now Platform

ServiceNow is used for our ticketing system. It is integrated with our support page to allow customers to send a ticket in. ServiceNow is also used as a knowledge base. We upload articles as it pertains to our user's issues. I upload documentation and also use it as a ticketing system where correspondence is sent back and forth to the customer. Basically providing a paper trail


  • Provide clear email and account detail
  • Provides dashboards for tracking
  • provides a way to communicate to other teams


  • Improvement is needed with the refresh part. I would suggest providing a quicker timer when it comes to refreshing
  • allow color changes and themes
  • a better way to customize the layout so, it is more organized
  • SLA time management- It helps with keeping cases from breaching
  • easy communication
I think when it comes to ServiceNow and obtaining support for issues, is pretty good. When we provide improvements or suggestions, our manager ensures that the issues or improvements are addressed right away.

Do you think ServiceNow Now Platform delivers good value for the price?


Are you happy with ServiceNow Now Platform's feature set?


Did ServiceNow Now Platform live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Now Platform go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow Now Platform again?


It is easy to use. I know how to attach images, send correspondence, and escalate issues to other teams
Overall it's a great tool. It is a little slower than Zendesk, but it accomplishes the goal of the case and account management. I would not necessarily use ServiceNow for a knowledge base as I like Atlassian products better for a KB


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