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...
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...
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...
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...
Getting Started with Workforce Optimization for CSM A comprehensive guide to implementing Workforce Optimization (WFO) for your customer service teams. Learn the key modules, understand the implementation phases, and discover the resources to help ...
Hi there, A simple understanding of ITSM vs CSM. I created the below article based on simple implementation. I hope, it will help to understand very high and low level. ITSM CSM Helps to internal organization. Example – A is a company, if user hav...
Has reading through documentation ever felt like stepping into a new world of jargon and words that you don’t know the meanings of? Guess what - we have created a glossary to make the experience smoother for you! Our CSM glossary is your go-to resour...
You know that Now Assist generative Al skills can be set up to provide agents with powerful capabilities such as summarization, response suggestions, and sentiment analysis. But did you know that those skills are now easier than ever to configure? ...
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...
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 ...
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...
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...
LisaLatour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
