Introduction: In the CSM/FSM Configurable Workspace, creating page variants lets you define distinct case record page layouts for different case types and/or user personas. Instead of a one-size-fits-all case record page, you can tailor what agents...
ServiceNow Otto for CSM: AI Wrap Up The Wrap Up Completion skill in ServiceNow Otto for CSM automates two tasks that every agent performs after closing a customer interaction: writing wrap-up notes and selecting a wrap-up code. The skill accepts a...
Overview This article explains how to configure the “New Case” option in the Chrome tab (New Tab menu) in CSM Configurable Workspace so that it opens the Case Type Selector instead of directly opening a case form. The solution uses: OOTB UI Builde...
The Get Case Status and Create Cases AI Voice Agent is an out-of-the-box capability in ServiceNow Otto for CSM that enables customers to check the status of an existing case and create new cases through natural voice conversation — without waiting on...
ServiceNow AI Voice Agents GenAI-powered voice agents built for natural, dynamic phone conversations that resolve issues in real time Now Assist Powered • CCaaS Integration Required for PSTN Calls • App calling supported without CCaaS What Are ...
Help agents triage and resolve complaint cases faster with structured, context-aware AI summaries Complaint Case Summarization is a generative AI skill that produces structured summaries of complaint cases directly in the CSM Configurable Workspace...
Automate complaint intake and case creation through a structured, conversational AI Agent built for product and location-based grievances The Complaint Case Intake AI Agent identifies, validates, and records customer complaints through the Virtual ...
Help agents quickly get up to speed with case, customer, and Special Handling Notes context in one card, along with a shortcut to agentic actions Case Insights is the section on the case record page that brings generated case context to agents the m...
The Portal data widget displays content such as cases, invoices, or data from any table in a list. Below you can see Portal Data list widget. In this example, it's displayed on the Business Portal. This widget is out of the box for the Business ...
Whether you're monitoring SLA adherence, coordinating escalations, investigating what went wrong, or bridging the gap between frontline agents and senior leadership — your experience is exactly what we need. The ServiceNow UX Research team is runnin...
Understand customer sentiment trends with LLM-powered insights and drill-down analysis The Sentiment Analysis Dashboard is a generative AI capability in ServiceNow Otto for CSM that provides a comprehensive view of customer sentiment across cases, ...
Customer Service Management (CSM) Fundamentals - On-Demand (Course) Introduction to Customer Service Management Customer service is all about providing services to customers before, during, and after the purchase of a product and/or service. As ...
Teams in Workforce Optimization for CSM Organize your customer service teams into assignment groups, define key performance indicators, and monitor team performance from a centralized location. Overview The Teams module enables you to set your...
Manager Dashboard in Workforce Optimization for CSM A centralized dashboard providing real-time visibility into team performance, work distribution, and actionable alerts. Manage approvals, track KPIs, and oversee your customer service operations f...
Scheduling in Workforce Optimization for CSM Plan shifts, create schedules against demand forecasts, and manage time-off and shift swap requests to ensure the right agents are available at the right time. Overview The Scheduling module enables...
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? ...
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...
LisaLatour
ServiceNow
Steph Morillo
