- Post History
- Subscribe to RSS Feed
- Mark as New
- Mark as Read
- Bookmark
- Subscribe
- Printer Friendly Page
- Report Inappropriate Content
2 hours ago - edited 2 hours ago
Getting Started with Omnichannel in ServiceNow CSM
This guide walks you through the core concepts and capabilities required to successfully enable and scale CSM omnichannel.
Overview
This hub consolidates the most relevant resources across the ServiceNow ecosystem, including Now Create, Best Practice Library, Learning Portal, and Product Docs, to help you move from activation to measurable outcomes.
Product Overview
Omnichannel in ServiceNow Customer Service Management (CSM) creates a connected experience across all customer touchpoints. Agents handle conversations from email, chat, voice, messaging apps, and social media in one consistent workspace.
Customers choose how and when to engage through multiple channels without losing context or repeating information.
Advanced Work Assignment (AWA) powers intelligent routing across channels by assigning work based on skills, availability, and capacity.
Channel Overview
| đŹ Chat
Available on the Service Portal through Virtual Agent and Now Assist. Extendable through Engagement Messenger, embedded on third-party portals or mobile apps. |
đą Messaging
Supports SMS, WhatsApp, Facebook Messenger, LINE, and Apple Business Chat for direct customer communication. |
| âď¸ Email
Enables streamlined support with all messages tracked, routed, and resolved in ServiceNow. |
âď¸ Phone
Integrated through your CCaaS provider. |
Route All Channels with Advanced Work Assignment (AWA)
Advanced Work Assignment optimizes how work is distributed across the service organization by continuously evaluating key routing signals for every incoming interaction. This ensures each piece of work is routed to the right agent at the right time, while maintaining balanced capacity and meeting service commitments. Specifically, AWA routes work based on:
- Skills and proficiency
- Availability and current workload
- Priority and SLA requirements
Learning and Enablement Resources
1. Training
- CSM Essentials
- Bridging the Gap: Introduction to Customer Service Management (CSM)
- Customer Service Management Best Practices for Implementation
2. Now Create Assets
- Conversational Messaging Implementation Workshop
- Conversational Messaging Starter Stories
- Advanced Work Assignment Implementation Workshop
- Advanced Work Assignment Process Guide
3. Documentation
Integrate CCaaS channels with ServiceNow
ServiceNow CSM supports chat, messaging and email natively within a single agent workspace. For organizations that already use CCaaS platform channels and want to keep that way, ServiceNow integrates seamlessly so you can continue using those channels while delivering a unified experience.
Happy implementing. Comment below for questions, additional assets, or to share your Omnichannel success stories.
