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...
Chat in ServiceNow CSM Omnichannel Core concepts for delivering chat, including virtual agent with Now Assist, live support, engagement messenger and mobile. Overview This hub consolidates official ServiceNow resources across Product Docs, Ser...
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 ...
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 ...
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...
LisaLatour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
