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...
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 ...
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...
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...
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...
LisaLatour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
