Channel Management in Workforce Optimization for CSM Monitor real-time performance across all service channels and queues. Track agent availability, manage work distribution, and collaborate with your team to resolve customer issues faster. Over...
Introduction: In the CSM/FSM Configurable Workspace, creating page variants lets you define distinct case record page layouts for different case types and/or user personas. Instead of a one-size-fits-all case record page, you can tailor what agents...
Now Assist for CSM: AI Wrap Up The Wrap Up Completion skill in Now Assist for CSM automates two tasks that every agent performs after closing a customer interaction: writing wrap-up notes and selecting a wrap-up code. The skill accepts a conversat...
Overview This article explains how to configure the “New Case” option in the Chrome tab (New Tab menu) in CSM Configurable Workspace so that it opens the Case Type Selector instead of directly opening a case form. The solution uses: OOTB UI Builde...
The Get Case Status and Manage Cases AI Voice Agent is an out-of-the-box capability in Now Assist for CSM that enables customers to check the status of an existing case and create new cases through natural voice conversation — without waiting on hold...
ServiceNow AI Voice Agents GenAI-powered voice agents built for natural, dynamic phone conversations that resolve issues in real time Now Assist Powered • CCaaS Integration Required for PSTN Calls • App calling supported without CCaaS What Are ...
Help agents triage and resolve complaint cases faster with structured, context-aware AI summaries Complaint Case Summarization is a generative AI skill that produces structured summaries of complaint cases directly in the CSM Configurable Workspace...
Automate complaint intake and case creation through a structured, conversational AI Agent built for product and location-based grievances The Complaint Case Intake AI Agent identifies, validates, and records customer complaints through the Virtual ...
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...
Help agents quickly get up to speed with case context and history through intelligent summaries Case Summarization is a generative AI skill that produces a concise summary of a customer service case. It synthesizes key details such as the issue, st...
The Portal data widget displays content such as cases, invoices, or data from any table in a list. Below you can see Portal Data list widget. In this example, it's displayed on the Business Portal. This widget is out of the box for the Business ...
Whether you're monitoring SLA adherence, coordinating escalations, investigating what went wrong, or bridging the gap between frontline agents and senior leadership — your experience is exactly what we need. The ServiceNow UX Research team is runnin...
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 (Now Assist for CSM), f...
Understand customer sentiment trends with LLM-powered insights and drill-down analysis The Sentiment Analysis Dashboard is a generative AI capability in Now Assist for CSM that provides a comprehensive view of customer sentiment across cases, accou...
Customer Service Management (CSM) Fundamentals - On-Demand (Course) Introduction to Customer Service Management Customer service is all about providing services to customers before, during, and after the purchase of a product and/or service. As ...
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 d...
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...
Teams in Workforce Optimization for CSM Organize your customer service teams into assignment groups, define key performance indicators, and monitor team performance from a centralized location. Overview The Teams module enables you to set your...
Manager Dashboard in Workforce Optimization for CSM A centralized dashboard providing real-time visibility into team performance, work distribution, and actionable alerts. Manage approvals, track KPIs, and oversee your customer service operations f...
Scheduling in Workforce Optimization for CSM Plan shifts, create schedules against demand forecasts, and manage time-off and shift swap requests to ensure the right agents are available at the right time. Overview The Scheduling module enables...
LisaLatour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
