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...
Use Now Assist for CSM to increase self-service, empower customers to resolve issues faster by surfacing trusted answers, generating helpful content, and automating routine tasks through generative AI—all without the need to contact an agent.This inc...
Definition Engagement Messenger brings Now Assist for CSM directly into your branded external-facing web apps, portals, and mobile experiences. It allows customers to interact with generative features like Virtual Agent, AI Search, Q&A generation, an...
Definition The Portal Case Form enhanced by Now Assist enables a smarter self-service experience when customers create a case through your Service Portal. As users enter their issue, the system surfaces context-aware suggestions, including knowledge ...
Definition AI Search in Now Assist for CSM enhances the way customers and agents find relevant content across the platform. It provides semantic, intent-aware results that go beyond keyword matching, enabling smarter self-service and faster case reso...
Now Assist Virtual Agent for CSM transforms how customers interact with your support organization by enabling natural, multi-turn conversations that resolve issues faster—without requiring an agent. Built on large language models (LLMs), it understan...
Understanding the focus and purpose of CSM and ITSM Customer Service Management (CSM) is centered around external customers, spanning both business-to-business (B2B) and business-to-consumer (B2C). For instance, consider Sarah, a customer service a...
Playbooks for Portals guide the user through processes step-by-step and allow users to track the progress they have made. Once Playbooks for Portals has been configured, the experience for users is easy and intuitive. The process for configuring Pla...
Hi All, New guide available on Now Create: Leading Practices for Performance Load Testing for Customer Service Management (CSM) Blurb: For Customer Service Management (CSM) and other ServiceNow product implementations that may have several diff...
Now Create offers step-by-step delivery guidance based on real-world experiences and proven leading practices gained from thousands of successful implementations. Take advantage of these documents, created by our subject matter experts, to assist w...
Persona: ServiceNow Administrator Use Case: You need to import members and associate them with the appropriate Internal or External Business Location, while also assigning the right responsibilities to each member. Product Documentation for performin...
Hi All, I've recently received approval to share a white paper I wrote on CSM Configurable Workspace (Quebec). Thank you to all those who provided great edits and content to make this paper. It is much appreciated. Available to employees/partners/cu...
This post is only intended for K25 on site participants for LAB3532 | Thurs 5/8 1:30 -3:10PM Please ignore if you are not attending Lab Guide: https://servicenow-events-or-lab-guidebo.gitbook.io/knowledge-2025/lab3532-k25 Student Instance Reservat...
Hi All, New white paper & infographic now available: Interaction & Case Management Best Practices Blurb: To build a truly omnichannel platform, we need to manage all kinds of customer engagement channels in an optimal way. While the case entity does...
The Issue Encountering an error message in Engagement Messenger when launched on a customer's website Underlying Root cause There are multiple reasons for this error: The server adds an HTTP header in the response that says the website content cann...
Over the past few months, I've answered a similar question several times in the community about how to automatically set an agent's availability. Mostly people asked how this could be triggered while the agent is logging in. In rare cases, it was...
If you’re working in the Technology, Media, and Telecommunications (TMT) space, you’ll notice that many organizations outsource portions of their case management operations—whether by region, by account, or using other criteria. There are several m...
Hi, I often hear from clients that they do not like the OOTB Info Messages getting shown on the CSM portal as soon as Customer Admin approves a registration request. This is definitely annoying and can be a cause for numerous Service Desk contacts. T...
I hadn't realized how advanced the Email recommendations had become. I recorded this short video after playing around with a demo and it is wild: 1) Will ask qualifying questions 2) Understands Case progression and provide alternate responses 3) Addr...
Hello, CSM Community! We’re excited to share what’s new and improved in Customer Service Management (CSM) for the Yokohama release! This release focuses on enhancing customer experience with major investments in self-service, agent experience, and c...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
