CSM Overview Plans and Packages Getting Started
Customer Service ManagementPackages Resolve issues quickly, delight customers and control operating costs with the CSM package and pricing plan that works for you. Get a Custom Quote
CSM StandardFor growing businesses that need to create impact with confidence. Includes: Agent Workspace Case Management Omnichannel Self-Service Knowledge Management Walk-Up Experience for Customer Service Service Management for Issue Resolution Advanced Work Assignment 24 Engagement Messenger Digital Portfolio Management
CSM ProfessionalFor businesses planning to use AI and built-in analytics to boost self-service and increase productivity. Includes CSM Standard, and: Proactive Customer Service Operations 3 Task Intelligence Performance Analytics Virtual Agents Outsourced Customer Service Continual Improvement Management Vendor Management Workspace DevOps MOST POPULAR CSM Pro PlusAdd on to CSM ProfessionalIncludes: AI Agent Studio AI Agent analytics AI Agent Orchestrator Now Assist in AI Search Now Assist in Virtual Agent Case summarisation Chat summarisation Resolution notes generation Email reply recommendation
CSM EnterpriseFor enterprises that want to enhance their people, processes and technology to increase efficiency and reduce costs. Includes CSM Standard and Pro, and: Workforce Optimization Process Mining CSM Enterprise PlusAdd on to CSM EnterpriseIncludes: AI Agent Studio AI Agent analytics AI Agent Orchestrator Now Assist in AI Search Now Assist in Virtual Agent Case summarisation Chat summarisation Resolution notes generation Email reply recommendation
See Disclaimers
1. Messaging (part of Omnichannel) is included in the Professional package.
2. Agent Affinity (part of Advanced Work Assignment) is included in the Professional package.
3.  IT Operations Management is needed for Proactive Customer Service Operations.
4. Shift-Based Assignment (part of Advanced Work Assignment) is included in the Enterprise Package.
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CSM Standard CSM Pro CSM Enterprise Agent Workspace Improve agent efficiency with a single workspace built to facilitate resolutions. Learn More Case Management Add-on Omnichannel Self-Service Knowledge Management Improve business efficiency with easy knowledge sharing and collaboration. Learn More Walk-Up Experience for Customer Service Boost customer satisfaction with an efficient in-person or remote CSM support experience. Learn More Service Management for Issue Resolution Engagement Messenger Digital Portfolio Management Make informed decisions with a unified view of services, products and apps. Learn More Advanced Work Assignments Agent Affinity Shift-Based Assignment Proactive Customer Service Operations With ITOM With ITOM Task Intelligence Boost agent efficiency and customer satisfaction with intelligent service automation. Learn More Performance Analytics Anticipate trends, prioritise resources and continuously improve with real-time analytics. Learn More Virtual Agent Resolve issues fast with an intelligent chatbot that understands simple, human language. Learn More Outsourced Customer Service Continual Improvement Management Initiate and track improvements across the enterprise by aligning people, processes, and data. Learn More Vendor Management Workspace Manage and optimise vendor services from a single destination. Learn More DevOps Bring IT operations and development together while taking the risk out of going fast. Learn More Now Assist for CSM For an additional fee For an additional fee Workforce Optimization Manage teams effectively with real-time visibility into agent scheduling and performance. Learn More Process Mining Improve outcomes by optimising process flows to streamline work. Learn More ServiceNow AI Platform Core Capabilities AI Search AI Search Provide personalised, relevant and actionable search results to employees and customers. Learn More Benchmarks Benchmarks Gauge your service performance using the industry's largest anonymised customer data set. Learn More Chat Employee Center Employee Center Provide a single, unified portal for service delivery across the enterprise. Learn More Configuration Management Database (CMDB) Configuration Management Database (CMDB) Track the dependencies and relationships of supported IT services to maintain continuity. Learn More Common Services Data Model (CSDM) Common Services Data Model (CSDM) Learn More Knowledge Management Knowledge Management Improve business efficiency with easy knowledge sharing and collaboration. Learn More Mobile Agent Mobile Agent Make it easy for agents to triage, act on and resolve requests on the go. Learn More Now Mobile Now Mobile Find answers, get help and make requests across departments from a single, native mobile app. Learn More Reports and Dashboards Service Catalog Service Catalog Improve self-service by offering products and services through a modern, user‑friendly storefront. Learn More Service Level Management Service Level Management Manage provider-customer commitments to meet or exceed service levels. Learn More Surveys and Assessments Surveys and Assessments Drive continual service improvement with feedback and assessment results for any service. Learn More Workspaces Workspaces Improve agent efficiency with a single workspace built to facilitate resolutions. Learn More Innovate with ServiceNow Millions of users around the globe rely on ServiceNow workflows to make work better for everyone. 99% customer satisfaction, up from 80% 55% reduction in service caseloads 200% year-over-year increase in self-service Talk with an expert Connect with our product experts to arrange a custom demo. See how CSM can work in your organisation. Schedule a Demo