Hello all, I am proud to present you the result of several months of work between our teams in filling a content gap that has existed for a while. Usually, CSM is represented as "just external customer support" (with references to B2B/B2C data model...
In Customer Service Management (CSM), modelling Sold Products, Install Base Items, and Product Models—and integrating them into the CMDB—can be a complex activity. In this article, I aim to walk you through how to do it properly using a practical exa...
Centralize a comprehensive view of top recurring issues across cases in a single dashboard Trending Topics Dashboard introduces a generative AI-powered, no-code experience that groups multiple KPIs to provide a comprehensive view of recurring and eme...
Workforce Optimization documentation just got easier to find – here's where everything moved! Ever found yourself switching between two separate documentation sets just to complete one workflow? Here is some good news for you! Workforce Optimizatio...
Overview: Consumer grade portal for B2C CRM customers. Use this portal after Australia Q1 instead of /csp portal. Key persona: Business Analyst or administrator configure the widgets Customers interact with the widgets on Customer Portals Bus...
Instantly create summaries, actions, and follow-ups in the activity stream Activity Response Generation is a generative AI capability in Now Assist for CSM that enhances the activity stream experience by allowing human agents to instantly generate ...
Understand customer feelings and personalize interactions with emotional insight Sentiment Analysis is a generative AI capability that evaluates and summarizes customer sentiment on case records. t uses case activity such as description, state, prior...
Overview Self-service enables customers to find answers, resolve issues and launch service requests with automated workflows without direct assistance from an agent or employee. This includes access to Virtual Agents, and AI (ServiceNow Otto for CS...
Overview Deliver configurable consumer grade experiences for B2B portal customers As of the Yokohama release, the business portal is a new Customer Portal for B2B (Business to Business) organizations to provide an engaging customer experience for ...
Over the past few months, I've answered a similar question several times in the community about how to automatically set an agent's availability. Mostly people asked how this could be triggered while the agent is logging in. In rare cases, it was...
Below you can see Portal Object Widget. In this example, it's displayed on the business portal. This widget is out of the box for the business portal and other CRM & Industry customer portals that leverage Configurable Portal Widgets. When th...
Coaching in Workforce Optimization for CSM Enhance agent skills, assess the quality of completed interactions, and drive continuous improvement through targeted training and skill recommendations. Overview Team managers use the Coaching module...
Summarize internal collaboration threads to keep agents aligned and cases moving forward Sidebar Discussion Summarization is a generative AI skill that captures the essence of internal discussions between customer service agents and subject matter ...
Automatically triage, research, and manage complaint cases end-to-end through a coordinated team of specialized AI Agents Accelerate Complaint Case Handling is an agentic workflow that orchestrates three specialized AI Agents to process complaint c...
When most people hear ServiceNow CSM — Customer Service Management — they picture a case management tool. Something built for external customers, support agents, and complaint queues. And for a lot of IT teams, that assumption is enough to stop the c...
Welcome to ServiceNow CSM! Are you ready to start your Customer Service Management (CSM) implementation journey? With ServiceNow CSM, you’ll empower employees to address customer needs quickly and proactively, connecting your entire organization to...
Contact Center Integration Framework Next-generation framework for seamless, native CCaaS integration with unified experiences across all channels NEW: Launched March 2025 (Q1 Yokohama Release) The Contact Center Integration Framework represen...
ServiceNow Customer Service Management (CSM) is no longer limited to basic case handling—it is about delivering seamless, omnichannel, customer‑centric experiences across the entire service lifecycle. The Certified Implementation Specialist – Custome...
Overview Web Embeddables are configurable, standards-based web components that can be embedded on any or on a third-party website aka your organization's website to surface ServiceNow Customer Service Management (CSM) capabilities directly within t...
Overview Web embeddables enable organizations to embed ServiceNow CRM self-service capabilties on their thrid party website. The Key persona: Business Analyst or administrator configures each web embeddable web component Customers and consumer...
LisaLatour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
