This article will provide answers to frequently asked questions about CSM. If you have a question that is not answered, please post in the CSM forum. Getting Started What is Customer Service Management? The ServiceNow Customer Service Managemen...
Below you can see Portal Catalog Quick Links. 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. Wh...
Hi All, White paper now available: Case Types - Best Practices to Implement Case Types Blurb: Case types are needed when an organization has different processes for supporting customers across multiple departments, business units or products. CSM...
From Frustration to Fluidity Search sits at the heart of every self-service experience. Inefficient search leads to user frustration, redundant support tickets, and reduced productivity. For a global platform like Now Support, enhancing search dir...
A while back, I wrote about the differences between sold products and installed base items, and how to manage the customer service data model in ServiceNow. I know that creating these records manually and linking them to each other—and then aligning ...
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...
Resolution Notes Generation is a Now Assist skill that creates a clear, concise summary of how a case was resolved. Using case fields, user activity, related tasks, and conversation transcripts, the skill drafts notes that reflect the full context of...
The Troubleshooting Steps Identification AI Agent analyzes the content of a case, identifies missing or incomplete context, compares it against relevant knowledge, and recommends the next best troubleshooting actions for live agents. It reduces the t...
The Triage Cases Agentic Workflow in Now Assist for CSM automates the first step of every service interaction by handling customer inquiries intelligently and consistently. It coordinates multiple AI Agents that gather missing data, validate document...
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...
Overview Customer portals provide fast, consistent service experiences across channels, with easy setup and configurable branding. Portals also enable customers to ask questions using AI with Now Assist in Virtual Agent, AI Search, and Virtual Agen...
Overview: Configurable Portal Widgets (CPW) are a library of widgets available for Customer Service Management and CRM portals that enable business analysts to configurable widgets for a faster time to market with a low code/no code solution. Thes...
Explore Now Assist AI capabilities: Now Assist for CSM - Customer Self-service Related links: Now Assist in Self-service - enhanced chat Now Assist in Virtual Agent in Self-service Portal Now Assist in Case Form
Below you can see Portal Browse Taxonomy 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....
Below you can see Portal Taxonomy Topics 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....
Below you can see Portal Quick Links. 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 the...
The Portal Banner Carousel Widget displays multiple banners in a carousel on a portal home page. This includes such information as multiple announcements, features and products. Below you can see Portal Banner Carousel Widget. In this exampl...
Getting started with CSM playbooks? Check our community article on case management workflows to know more. Playbooks on portal refer to case playbooks which are enabled to appear on the customer portal. The user persona here is often (but not alway...
Related links: Getting Started with Configurable Portal Widgets
Below you can see Portal Knowledge Quick Links. 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. ...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
