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Consumer Portal

  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...

Now Assist for CSM - Activity Response Generation

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 ...

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Now Assist for CSM - Sentiment Analysis

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...

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Getting started with Customer Self-service

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...

Business Portal

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 ...

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Coaching in Workforce Optimization for CSM

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...

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danielfranca by ServiceNow Employee
  • 1052 Views
  • 2 comments
  • 0 helpfuls

Now Assist for CSM - Sidebar Discussion Summarization

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 ...

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Customer Service Management (CSM) Welcome Guide

  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...

ServiceNow by Administrator
  • 27233 Views
  • 5 comments
  • 12 helpfuls

ServiceNow Contact Center integration framework

  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...

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navyapandir by ServiceNow Employee
  • 6211 Views
  • 2 comments
  • 2 helpfuls

Web embeddables: Overview

  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...

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Web embeddables: Catalog Browse

    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...

Web embeddables: Catalog Item

      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 consum...

Web embeddables: Object List

  Overview Web embeddables enable organizations to embed ServiceNow CRM self-service capabilties on their thrid party website. The Object list web component displays a configurable lists of records from any ServiceNow table (not just cases) with sup...

Web embeddables: Case Create

    Overview Web embeddables enable organizations to embed ServiceNow CRM self-service capabilties on their thrid party website. The Case Create web embeddable web component snables customers to submit support cases directly from the organization's ...

Web embeddables: Case List

    Overview Web embeddables enable organizations to embed ServiceNow CRM self-service capabilties on their thrid party website.   The Case List web embeddable web component provides customers with real-time visibility into their open and historical...

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