CSM articles

Embedded Experiences

Engagement Messenger allows organizatin to embed ServiceNow CSM self-service an their website. Get started with: Engagement Messenger Engagement Messenger - Mobile

Engagement Messenger: Mobile SDK

Overview Engagement Messenger capabilities can be made available in native mobile apps (Android and iOS) by embedding Engagement Messenger using mobile software development kit (SDK) Business Value Improve customer experience with self-service c...

Engagement Messenger

Overview Organizations can leverage the Customer Service Portal to streamline and transform their self-service strategy. In addition, Engagement Messenger allows organizations to embed ServiceNow self-service capabilities anywhere on their websites a...

Core Case Management Features

Core Case Features: Overview Case management supports multiple personas: customers, agents, and admins, each interacting with core case features in different ways. Customers: Customers or consumers engage with Case Management when they need support. ...

Case Management: Operations

Case operations represent the daily flow of work that keeps customer service running: creating cases, assigning them to the right agents or teams, collaborating on resolutions, and many more. These are often powered by a mix of core case management c...

Getting Started with CSM Case Management

In customer support, the customer case or ‘case management’ is the primary, most essential entity that can be applied to essentially any industry. You could think of a case as a means to capture details of a service, transaction, or a response to cus...

Case Management: Guided Workflows and AI

Effective customer service goes beyond just case resolution. A well-designed workflow ensures that every participant (requester, agent, support teams, etc.) knows what needs to happen and when. Case management workflows bring order and transparency t...

Transform Your Site with Engagement Messenger: Deliver Interactive Experiences.

Transform your web presence with ServiceNow's Engagement Messenger and deliver the interactive experience your visitors desire. ServiceNow's Engagement Messenger is a powerful tool that allows organizations to engage with their website visitors ...

🚀 Have you checked out the CSM Zurich docs yet?

Hello CSM Community!We're excited to share the latest updates and enhancements introduced in the Zurich release, designed to improve your experience across our Customer Service Management platform. Read on to discover the key features and new capabil...

Join the ServiceNow UX Research Agent Panel today and Help Drive Innovation!

Want to make your ServiceNow experience better? We're inviting you to be a part of our Agent feedback panel. By joining our feedback participant pool, you will have the opportunity to provide input and ideas to our Research teams, participate in int...

Now Assist for CSM - Sentiment Analysis

Understand customer feelings and personalize interactions with emotional insight Sentiment Analysis is a generative AI capability that evaluates and summarizes customer sentiment on case records. t uses case activity such as description, state, prior...

Special Handling Notes in ServiceNow – How They Actually Work (and How to Extend Them)

IntroductionSpecial Handling Notes (SHNs) in ServiceNow are a powerful but often overlooked feature. They allow you to surface important context such warnings, alerts, or reminders directly on records like Cases or Accounts so fulfillers see them ins...

Manage Walkup Queues from mobile

This applet provides you the capability to manage walkup location queues from now/Agent mobile. Walkup Managers/ Walkup Admins can update their walkup queues easily from mobile. Currently they can do following: 1. Disable Queue 2. Update Away Messa...

Now Assist for CSM - Call Summarization

Capture key outcomes of customer calls with AI-powered summaries that streamline wrap up work at an interaction level Call Summarization is a generative AI skill that enables agents to generate concise summaries immediately after a customer call. I...

Now Assist for CSM - Sidebar Discussion Summarization

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 ...

Now Assist for CSM - Chat Summarization and Wrap up Generation

Quickly capture conversation highlights and next steps from customer chats Chat Summarization is a generative AI skill that generates concise summaries of live chat interactions between multiple parties including live agents, customers and virtual ...

Now Assist for CSM - Case Summarization

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...

Screenshot 2025-08-07 at 12.31.51 PM.png

Now Assist for CSM - Multi‑Turn Q&A in Now Assist Panel

Deliver concise, conversational answers to agents based on your knowledge sources Multi‑Turn Q&A Genius Results in the Now Assist Panel provide agents with conversational search experiences within their workspace. Agents ask follow up questions in ...

Now Assist for CSM - Email reply recommendations

Empower customer service agents to reply faster with accurate, professional responses Email Reply Recommendations is a generative AI skill that provides suggested responses during customer email interactions. It analyzes the case context, email threa...

Screenshot 2025-08-06 at 11.54.31 AM.png

Now Assist for CSM - Chat reply recommendations

Help agents respond faster and more accurately during live chat interactions Chat Reply Recommendations use generative AI to provide agents with suggested personalized responses during live chat interaction sessions. Based on the ongoing conversati...