Advanced Work Assignment in ServiceNow CSM An overview of Advanced Work Assignment and its role in omnichannel routing for Customer Service Management. Overview In an omnichannel customer service model, work can arrive through many channels, s...
Email in ServiceNow CSM An overview of email in ServiceNow CSM and how it supports omnichannel customer engagement. Overview Email remains one of the most widely used and trusted communication channels in customer service. ServiceNow Customer S...
Messaging in ServiceNow CSM An overview of messaging channels in ServiceNow, such as WhatsApp, and how they support conversational customer engagement. Overview ServiceNow provides robust messaging integrations that enable organizations to eng...
Chat in ServiceNow CSM Omnichannel Core concepts for delivering chat, including virtual agent with Now Assist, live support, engagement messenger and mobile. Overview This hub consolidates official ServiceNow resources across Product Docs, Ser...
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 ...
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...
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...
Now Assist for Customer Service Managers empowers customer service leaders with AI-powered dashboards that surface actionable insights across sentiment trends, case patterns, and emerging topics. Rather than manually analyzing reports or waiting for ...
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...
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...
Reduce agent cognitive load during case creation by surfacing relevant service definitions based on interaction context Service Recommendation for Interactions is a Now Assist skill that helps agents select the appropriate service definition when c...
Provide synthesized and relevant customer insights via conversations to live agents The Provide Customer 360 Insights capability within the CSM AI Agent Collection leverages agentic AI to surface a comprehensive customer view directly in the Now As...
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 ...
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...
Agent Assist in CSM Workspace for Case Types: Looking to add Agent Assist to additional tables in CSM Configurable workspace? Here is your guide. 1. Set up Contextual Search Table Configuration: Navigate to Contextual Search > Table Configuration a...
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 Voice Framework Mature, proven integration framework for seamless voice channel integration with Contact Center (CCaaS) platforms Launched 2016 • Embedded CCaaS CTI • Multiple Certified Partners The ServiceNow Voice Framework is a...
ServiceNow - Contact Center as a Service (CCaaS) Integrations Seamless integration with leading Contact Center platforms to deliver unified, intelligent customer experiences ServiceNow Contact Center delivers comprehensive customer engagement ...
Contact Center Fundamentals Essential concepts and terminology to help you understand modern contact center operations What is a Contact Center? A contact center is a centralized operation that handles inbound and outbound customer communication...
Getting Started with Contact Center Welcome to the ServiceNow Contact Center documentation. This guide introduces key concepts and capabilities to help you understand, implement, and optimize your contact center operations. Overview ServiceNow C...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
