If you miss any content, please leave it as a comment and I will add it to this article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Customer Service Management
Great service is not just the responsibility of the customer service department. With ServiceNow Customer Service Management (CSM), connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction. This pre-sales accreditation provides the foundation required to effectively introduce and position CSM. With ServiceNow CSM, customers can connect customer service to every corner of the enterprise to resolve complex issues end to end, intelligently fix problems before customers know they have them, and drive action to instantly take care of common requests. The results are increased customer satisfaction and reduced case volume and costs!
Entry point to the official product information pages.
Entry point to the official product documentation.
Summarized overview in one PDF file.
What is Customer Service Management?
More detailed information
Recommended Implementation Sequence
ServiceNow's recommended sequence for implementing features in Customer Service Management & related products through your maturity phases of crawl, walk and run, after foundation is established, to maximize platform potential to achieve your business outcomes.
This Success Pack enables businesses to connect their organization's tool chain, automate change management and share insights to provide transparency and continual improvement.
Process Guides
Provides detailed guidance on the way that ServiceNow intends the process to-be.
These process flows visualize the baseline processes involved in CSM.
Leading Practices for Large Call Center Design & Integrations
The purpose of this reference guide is to provide customers, partners and ServiceNow implementers with design best practices for large volume call centers.
Trainings
Customer Service Management Essentials
In this interactive course, attendees master the core configuration and administration of the ServiceNow Customer Service Management (CSM) product. Through lectures, group discussions, and hands-on labs, participants build on existing knowledge and skills by applying implementation good practices. This course is designed for ServiceNow customers, partners, and employees who administer features, functions, and data associated with Customer Service Management.
Customer Service Management (CSM) Essentials Simulator
This simulator will assess your understanding of the recommended practices for implementing Customer Service Management in the field.
Customer Relationship Management: Customer Data Fundamentals
Learn how to setup the customer data (B2B and B2C) in the Customer Service Management (CSM) application.
Customer Relationship Management: Customer Product Fundamentals
Learn how Sold Product and Install Base Items are configured and how they connect to CSDM modeling for a single platform data model configuration.
Service Model Foundation (SMF) Essentials
In this course you will learn how the Service Model Foundation serves as a data model to power ServiceNow Customer Service Management (CSM) capabilities.
Customer Service Management Best Practices for Implementation
Learn about CSM implementation best practices: Architecture, Customer Service operations, Case management, available applications, industry products architecture, implementation steps. Learn about integrations: integration scenarios, Integration Hub & Flow Designer, integration spokes & integration apps, end-to-end integration example.
CSM Vancouver Features and Enhancements
Overview of the new features and enhancements for the Customer Service Management application introduced with the Vancouver family release.
Articles & Blog Posts
2022-12-09 by @Gareth Millwood
Critical Success Factors for ServiceNow Customer Service Management
Everyone wants their implementation to be a success, but it is extremely easy to get a few things wrong early on which make it more difficult to achieve your business objectives. These are my top tips to setting yourself up for success with your Customer Service Management implementations.
2022-10-26 by ServiceNow Support
Customer Service Management Roles and FAQs
The CSM product serves both B2B (business-to-business) and B2C (business-to-consumer) business purposes. There can be many different possible relationships and directions of engagement required by our users, including: roles, hierarchies, levels, and distinctions between similar roles.
2024-04-29 by @Ahmed Drar
Aligning Sold Products and Install Base Items with CMDB
In CSM, Modelling sold product, install base items, product models, and integrating them into CMDB may be a complicated activity, so what I'm trying to accomplish here is to reflect on how to do it properly.
Videos & Podcasts
2022-10-18, by GlideFast Consulting
Check out the latest CSM features available in the Tokyo release! ServiceNow Master Architect Shilpa Jana will walk you through the key highlights of Customer Service Management in the ServiceNow Tokyo release
2022-10-31 by ServiceNow Community
What’s new in the Tokyo Release for Customer Service Management
Join ServiceNow experts for this live webinar to learn about the latest innovations, see short demos, and get your questions answered.
2023-02-23 by ServiceNow Community
Getting Started with Service Organizations for CSM
In a rapidly digitizing world, customers expect the same level of service whether they interact at company owned or 3rd party locations, such as bank branches, retail stores, field offices, dealerships, or hospitals. Service Organization Management provides the unified framework, security, and guidance to serve customers at internal and external locations and improve customer satisfaction while lowering cost to serve.
2023-04-03 by ServiceNow Community
What’s new in the Utah Release for CSM
Join Customer Service Management (CSM) product managers, Harriet Franklin, Andre Ramsarran and Krupa Singampalli for this live webinar to learn about the latest innovations, see short demos, and get your questions answered.
2023-07-19 by GlideFast Consulting
ServiceNow CSM with Service/Request Management
In this Share the Wealth session, Senior Technical Consultant Timothy Schlueter will provide an overview of the functionality of the CSM with Service Management and CSM with Request Management plugins. How CSM integrates with ITSM (Request/Incident/Problem/Change).
2023-08-17 by ServiceNow Community
Deliver streamlined customer service processes with Customer Access Management
This webinar will show you how to leverage Customer Access Management in CSM to deliver streamlined customer experiences by enabling related parties to track and collaborate on cases, products and services.
2023-09-28 by ServiceNow Community
What's new in the Vancouver Release: Customer Service Management
Are you ready for the Vancouver Release? Join this session to learn about the latest innovations from Customer Service Management and how you can start using them today. ServiceNow experts will provide in-depth demos to show you how you can harness the power of your organization with new customer engagement and customer operations features to deliver effortless customer experiences and drive loyalty.
2024-03-26 by ServiceNow Community
What's new in the Washington DC release: Customer Service Management CSM
Join this webinar to dive into the latest innovations for Customer Service Management (CSM) in the Washington DC release across customer engagement, agent experience, and customer operations.
2024-04-29 by @Ahmed Drar
Aligning Sold Products and Install Base Items with CMDB
In CSM, Modelling sold product, install base items, product models, and integrating them into CMDB may be a complicated activity, so what I'm trying to accomplish here is to reflect on how to do it properly.
2024-12-11 by ServiceNow Community
Getting Started with Customer Service Management
Join us for an informative webinar designed to help you get started with CSM in ServiceNow. This session is perfect for customer service managers, IT professionals, and ServiceNow administrators who want to understand how to effectively deploy and utilize CSM to enhance customer satisfaction and streamline service processes.
2025-03-31 by ServiceNow Community
Discover What's New: ServiceNow Yokohama Highlights for CSM and Now Assist
Join this webinar to dive into the latest innovations in the Yokohama release. You will learn about new innovations in the front office, customer experience, agent experience and Now Assist. In addition, attend the webinar to expand your knowledge of CSM customer operations. Engage with product managers, Anita Chiang, Harriet Franklin, Navya Pandiri and Neil Kostecki in this live webinar to learn about the benefits of these innovations, view short demonstrations, and get your questions answered.
Now Assist
Contains a range of experiences centered on the experience for CSM agents and users alike. Contains the following experiences:
- Chat summarization
- Case summarization
- Resolution note generation
- Now Assist for search
Entry point to the official product documentation
From a People, Process, Data/Analytics and Technology perspective, the typical insights and risks that may be faced during an implementation along with recommended solutions and mitigation options for Now Assist for Customer Service Management (CSM).
The implementation guide helps implementers better adopt the product by providing the broader context with best practices for critical actions that need to be taken during an implementation.
Trainings
Now Assist for Customer Service Management (CSM) Implementation Bootcamp
Learn how to implement Now Assist for Customer Service Management (CSM) from ServiceNow's Product specialists. Join us and discover the overall architecture of Now Assist for Customer Service Management (CSM), required plug-ins, how to configure experiences, and use the capabilities.
Now Assist for Customer Service Management (CSM) Essentials - Q2 2024 Store Release
Now Assist for Customer Service Management (CSM) is a collection of generative AI capabilities enhancing the customer and agent experience. Now Assist for CSM improves the customer experience in self-service, helping customers find answers to their questions faster.
Now Assist for Customer Service Management (CSM) Essentials - Q3 2024 Store Release
This course is an overview of Now Assist skills for Agents, Implementers, and Now Assist Practitioners added in the Q3'24 release of Now Assist for CSM.
Articles & Blog Posts
2024-08-15 by @nilimadesai
Handling custom scenarios around Now Assist Generated Resolution Notes in CSM
Within CSM, the Propose Solution button for Now Assist functionality is implemented differently for UI16 versus CSM Workspace, so depending on the UI used by the agent persona, changes need to be handled appropriately.
Videos & Podcasts
2023-10-19 by ServiceNow Community
Tap into Generative AI and increase agent productivity with Now Assist for CSM
Join Andre Ramsarran and Bhanu Sirineni from the CSM Product Management team, as they explore a range of key topics, including: The opportunity for Generative AI in customer service ServiceNow's innovative Generative AI approach Overview of Now Assist for CSM, and how it enhances customer experiences and improves agent productivity.
2024-04-16 by GlideFast Consulting
Learn how ServiceNow is leveraging Generative AI to increase efficiency in CSM. Senior Architect John Edmonds will look at the functionality introduced for contextual search, virtual agent, resolution notes, and more.
2024-11-13 by ServiceNow Community
Start your GenAI journey with Now Assist for CSM
Generative AI is changing the way customer service is delivered today and is key to delivering an exceptional experience. Join Customer Service Management (CSM) product managers, Neil Kostecki and Sinduja Ramanujam, in this interactive webinar to learn how you can get started with Now Assist for CSM.
2025-02-25 by ServiceNow Community
How to Activate Your Now Assist for CSM
Generative AI is changing the way customer service is delivered today and is key to delivering an exceptional experience. Join Customer Service Management (CSM) product managers, Neil Kostecki and Sinduja Ramanujam, in this interactive webinar to learn how you can get started with Now Assist for CSM and more about: How admins can use the Now Assist Admin console to simplify activation and updates to Now Assist skills and have complete control to modify prompts and responses to align with the unique needs of their business and industry using Now Assist Skill Kit, ensuring an optimal experience for both customers and agents.
2025-08-07 by ServiceNow Community
Now Assist for CSM - Product Details
Find out the details on how we put AI to work for ServiceNow CRM in the support space. Introducing Now Assist for CSM for happy customers, productive customer service agents and efficient admins!
Case Management & Case Types
The customer service case is the primary entity of the customer service application. An agent creates a new case to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also uses a case to track all the communication to and from the customer, including the communication channels being used.
Case activities include any action that is taken to resolve an issue. This can include phone calls or emails, knowledge base research, conversations with subject-matter experts, and dispatch requests to field service agents, as well as other activities.
From the Case form, an agent can associate and store the related information, such as the customer's name, phone number, and company; account information; product and asset information; service contract and entitlement details, and any associated service level agreements (SLAs).
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Best Practices to Implement Case Types
Product Whitepaper is an informational, authoritative, document on specific features of a solution, product or service.
Trainings
Case Types, Service Definition, Service Catalog Fundamentals
Learn about how Service Definition enables to link products with Case Types and Case Tasks, and how you can expose Case Types on Portals via Service Catalog.
Videos & Podcasts
2024-02-29 by ServiceNow Community
Explore Best Practices for using CSM Case Types
When offering world class customer service, there is no one-size-fits-all. ServiceNow CSM Case Types offer a way to streamline and optimize your customer service processes to address customer issues quickly, driving higher agent efficiency and CSAT. CSM Case Types are a collection of data, processes, UI, and flow logic designed to specific types of issues and requests, Join Customer Service Management (CSM) product managers, Krupa Singampalli and Madhuri Nandella to learn the best practices for tailoring case management for your business using CSM Case Types.
Task Intelligence
Task Intelligence for Customer Service offers several AI capabilities such as language detection, multi-lingual case categorization, Sentiment Analysis, and Document Intelligence. These capabilities automate several routine tasks across the case lifecycle and enable agents to focus on complex case resolution.
Entry point to the official product information pages.
Entry point to the official product documentation.
Task Intelligence - CSM - Implementation Guide
Provides detailed guidance on the way that ServiceNow intends the process to-be for Task Intelligence for Customer Service Management (CSM) - Configuration and maintenance
Articles & Blog Posts
2023-07-14 by @Loic1
Task Intelligence Quick Start Guide
2023-07-26 by @Loic1
2023-06-01 by @Lener Pacania1
Training Task Intelligence Models with Small Data Sets
Task Intelligence models need a lot of data to be effective, we recommend at least 10k records to train your Task Intelligence models . If you try to train your model with less than 10k records you will see the below error which prevents you from training your model.
2023-09-06 by @Loic1
Task Intelligence Case Field Prediction Guide
One of the Task Intelligence out-of-the-box models is the “Predict case field choices to reduce handle time” model. It guides you in creating a model that predicts the case field of new cases to reduce the time to resolve a case. Note: in this article, we use the example of a Customer Service Management Workflow, but these principles can very well be applied to ITSM.
Videos & Podcasts
2022-11-02 by ServiceNow Community
Task Intelligence in Customer Service Management
Join our Customer Service Management experts Andre Ramsarran and Alexandra Elston who present our newly launched Task Intelligence and show how it can drive agent productivity using AI.
2022-12-06 by ServiceNow Community
Task Intelligence - Case Categorization
Case Categorization, new in the Tokyo release, auto-categorizes cases based on language (English, French, German, Spanish, Portuguese) and data identified in attached documents using AI.
2022-12-06 by ServiceNow Community
Task Intelligence - Sentiment Analysis
Sentiment Analysis, new in the Tokyo release, detects a customer's initial and emerging sentiment using pre-trained AI models.
2023-01-03 by ServiceNow Community
Task Intelligence - Admin Console
The task intelligence Admin Console, new in the Tokyo release, enables business users to configure, train, and deploy AI solutions on the CSM platform.
2023-06-20 by ServiceNow Community
Get Started with Task Intelligence, use AI to categorize cases
Join our Customer Service Management experts Andre Ramsarran and Alexandra Elston who present our
Communities
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be
Trainings
Customer Communities Essentials
Enroll in this path to learn about Customer Communities and gain skills to administer and set up a new community implementation. This path contains three courses. It begins with Communities Overview where you are given a high level overview of the application. The second course builds from the overview course.
Articles & Blog Posts
2021-11-14 by Maik Skoddow
Setup of Community Roles and Groups
When setting up a community at the customer instance, you will be confronted with lots of roles and features in that context. For this reason, in one of my recent customer projects, I ran an extensive analysis to determine a minimum number of groups to put users with administrative or moderating activities into one of the identified groups. This article represents the final result and proposes an approach for the aggregation of administrative roles into groups. This way, it is easier to map your ServiceNow licenses.
Engagement Messenger
With the Engagement Messenger application, you can manage how your customers use your web applications and services from one central location. You can also configure the behaviour and styling of the messenger and deploy the configuration on the websites or mobile sites of your choice.
Entry point to the official product documentation.
Summarized overview in one PDF file.
Product Whitepaper is an informational, authoritative, document on specific features of a solution, product or service (CSM Engagement Messenger).
Trainings
In this course, you will be introduced to the Engagement Messenger application, exploring its key features and how the customer experience is available on third party websites. To reinforce your discovery and execution, you have the opportunity to analyze and deconstruct a case study that demonstrates the practical use of Engagement Messenger in real-world scenarios.
Articles & Blog Posts
2023-12-20 by @Ratnakar7
Transform Your Site with Engagement Messenger: Deliver Interactive Experiences
Transform your web presence with ServiceNow's Engagement Messenger and deliver the interactive experience your visitors desire.
Videos & Podcasts
2021-11-21 by ServiceNow Community
Embed Virtual Agent on any website with Engagement Messenger
Today, Mayank Agrawal and Harriet Franklin of ServiceNow CSM product management walk us through how to embed Virtual Agent on any website with Engagement Manager. We start with a brief overview, before directly into our exercise, then diving into audience questions at the end.
2022-10-05 by ServiceNow Support
Engagement Messenger | Configuration
Provides a demo of the configuration process for Engagement Messenger
2023-03-01 by ServiceNow Community
Omnichannel Callback via Engagement Messenger
Omnichannel Callback is a new feature in the Utah Q1 2023 store release with the ability for customers to request, reschedule or cancel a callback with an agent. This video will demonstrate those features from Engagement Messenger.
