CSM Visão geral Planos e pacotes Como começar
Customer Service Management Pacotes Resolva problemas rapidamente, encante os clientes e controle os custos operacionais com o pacote do CSM e o plano de preços que funciona para você. Receber orçamento personalizado
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CSM Advanced Fluxos de trabalho agênticos que automatizam as operações do serviço de atendimento ao cliente, trabalhando lado a lado com sua equipe. Includes: Fluxos de trabalho agênticos para o atendimento ao cliente ServiceNow Otto Portais do cliente e do parceiro Gestão de casos e playbooks Espaço configurável do CSM Atribuição avançada de trabalho Gestão de provedores terceirizados e parceiros CRM Foundation
RECOMENDADO CSM Prime Especialistas digitais que resolvem os problemas dos clientes, tomam decisões e otimizam os resultados, tudo de forma independente. Includes Advanced, and: Especialistas digitais Otimização da força de trabalho
1 Todos os pacotes incluem conversas ilimitadas do Virtual Agent.
2 As tabelas do App Engine Starter são usadas para configurar aplicações empacotadas.
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CSM Advanced CSM Prime Agentes de IA e habilidades      Agentes de IA para atendimento ao cliente Reduce manual effort across the case lifecycle with autonomous agents that handle case creation, triage, research, troubleshooting, and resolution. Encerramento e resumo de conversa Skip the note-taking and move to the next interaction faster with auto-generated summaries for chats, calls, cases, and emails. Encaminhamento e triagem inteligentes de casos Let AI-driven triage extract entities, validate context, identify issues, and route cases to the right team before an agent touches them. Análise de sentimentos e insights sobre escalação Experience real-time sentiment tracking across cases and interactions, with automatic escalation triggers and trending driver analysis. Recomendações geradas por IA Get smart suggestions for resolution steps, knowledge articles, service offerings, and email responses —all provided in the agent workspace contextually. Tópicos em alta e insights operacionais Use AI-surfaced trends, historical pattern detection, and field-level analytics to help spot emerging issues before they scale. Recursos do CSM     Relacionamento com o cliente omnicanal Meet customers on any channel (voice, SMS, chat, web, portal) with unified routing and conversation history. Espaço configurável do CSM Gain a single pane of glass with contextual intelligence, guided decisions, and recommended actions. Gestão de casos e playbooks Maintain consistent resolution every time with structured workflows for complaints, onboarding, product support, and RMA/returns. Atribuição avançada de trabalho Match every case to the right agent automatically through skills-based routing and intelligent assignment. Portais do cliente e do parceiro Deliver self-service experiences for customers and partners with embeddable web components and configurable templates. Direitos e contratos de serviços Verify customer entitlements in real time and enforce service-level commitments tied to contracts, portfolios, and service offerings. Gestão de cronogramas e compromissos Let customers book appointments conversationally, with agent scheduling and workforce optimization built in. Gestão de provedores terceirizados e parceiros Extend service delivery to partners and third-party providers with full visibility and SLA tracking. Gestão de projetos do cliente Track and manage customer-facing projects, onboarding milestones, and deliverables from within CSM. Modelagem de organização de negócios Model your physical locations, branches, stores, and organizational hierarchies to align service delivery with how your business operates. Voz nativa Bring voice into the agent workspace without third-party middleware through built-in telephony integration with open-frame CTI support. Mensagens de conversação Use conversational capabilities across SMS and messaging channels for smarter, context-aware customer interactions. Gestão de decisão e configuração Enable rules engine and decision builder for dynamic service request criteria, configuration rules, and guided workflows. Otimização da força de trabalho Balance workload and maximize team performance with channel management, agent scheduling, and resource matching. Recursos da plataforma     Torre de controle de IA

Take control of any AI from a central intelligent hub.

Action Fabric

Connect third-party AI agents and tools to enhance agentic workflow orchestration.

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Workflow Data Fabric

Turn data into AI-powered action with end-to-end governance.

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Pesquisa com IA Provide personalized, relevant, and actionable search results to employees and customers. Benchmarks Gauge your service performance using the industry's largest anonymized customer data set. Bate-papo CMDB

Optimize service operations with a unified, cloud-based platform across operations and service management.

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CSDM

Raise the bar on service delivery with a single data model for enterprise workflows.

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Gestão de conhecimento

Promote self-service with a single source for knowledge across the organization.

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Mobile Agent Make it easy for agents to triage, act on, and resolve requests on the go. Now Mobile

Keep users informed and engaged anytime, anywhere with intuitive mobile apps.

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Relatórios e painéis Catálogo de serviços Impove self-service by offering products and services through a modern, user-friendly storefront. Gestão de nível de serviço Manage provider-customer commitments to meet or exceed service levels. Pesquisas e avaliações Drive continual service improvement with feedback and assessment results for any service. Espaços Automação de fluxos de trabalho

Streamline your workflows to reduce costs, increase productivity, and eliminate repetitive tasks.

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Desenvolvimento de aplicações

Empower anyone to quickly extend solutions or build custom business apps.

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Inteligência preditiva

Reduce manual work with built-in machine learning that categorizes, routes, and prioritizes work.


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App Engine Starter

Build and extend custom applications on the ServiceNow platform with low-code tools.

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RaptorDB Standard

Accelerate workflow performance at scale with a high-performance database purpose-built for ServiceNow.

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Minerador de agentes Analyze agent interactions to discover automation opportunities and optimize service delivery. Solicitação universal Pro Route complex requests across departments with advanced workflows and cross-team coordination. Publicação para celular Publish and manage branded mobile app experiences for employees, customers, and field workers. Mineração de processos

Uncover hidden inefficiencies by mapping how work actually flows.

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Análise da plataforma

Anticipate trends, prioritize resources, and continuously improve with real-time analytics.

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Inove com a ServiceNow Milhões de usuários em todo o mundo contam com os fluxos de trabalho da ServiceNow para melhorar o trabalho para todos. 99% de satisfação do cliente, acima de 80% 55% de redução nos casos de serviço 200% de aumento no autoatendimento ano após ano
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