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...
We're publishing a new white paper in response to inquiries from customers on best practices to digitize and automate customer service workflows and deliver a seamless user experience. Take look and let us know what you think! CSM Reference Architect...
Hello all, I am proud to present you the result of several months of work between our teams in filling a content gap that has existed for a while. Usually, CSM is represented as "just external customer support" (with references to B2B/B2C data model...
Before starting implementation, it's always a good idea to conduct a process workshop to verify processes and identify requirements. Listed here are process workshop guides you can use to run workshops if you are self-implementing or to prepare if y...
It always helps to understand how ServiceNow products work foundationally and how they are connected to other products, which is the purpose of the following product architectures. Customer Service Management - Product Architecture Blueprint Commun...
I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is Customer Service Ma...
Hello all, We are just getting started with all the great GenAI capabilities and to prepare your implementation to be smooth as possible we have guidance available for most of the common mistakes or gaps we've experience when configuring Now Assist f...
A record page provides the base structure for displaying records in CSM Configurable Workspace. Record pages include containers, components, and layouts to display record information. Each record page has an order value and the page with the lowest o...
CSM product serves both B2B (business-to-business) and B2C (business-to-consumer) business purpose. There can be many different possible relationships and directions of engagement required by our users. Therefore, to ensure the data access while main...
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 ...
In the previous versions before Rome, we have no functionality to edit the records in List Layout in Agent Workspace. To do that we have to open the record and edit the field value. From Rome release we have the functionality to edit the records in L...
Dynamic updates from Playbook to Slack channel Playbooks provide step-by-step guidance for completing tasks needed to resolve specific types of customer service cases. This article will show you how to integrate/post data dynamically to third party a...
Hi All, From the CIWF Product Success Team, new white paper now available! Many thanks to Salil Belani and Parag Mone for their expertise. Audience: Customers/Partners/Implementers Leading Practices for Large Call Center Design & Integrations ...
Introduction In the fast-paced world of project management, organizations are always on the lookout for efficient solutions to streamline their processes. ServiceNow, a leading cloud-based platform, offers two distinct project management modules: Pr...
Hi All, From the CIWF Product Success and CSM Product Management teams (Kimlan Do - SME), new white paper now available! Audience: Customers/Partners/Implenters Leading Practices for Call Center Voice Integrations Blurb: The purpose of this...
Ever wonder how ServiceNow uses its own products? We have a program called Now on Now where ServiceNow employees highlight how they are innovating on the product. Listed here are presentations and white papers that relate to CSM. Now on Now: Implem...
Description When users try to view KB articles with broader/larger images inside Engagement Messenger, the images are truncated if they are wider than Engagement Messenger’s width. To see images, user must scroll to the bottom of the article, then ...
Hi All, With much help from others (Thanks in particular to Tom F. and then many others who gave edits) I updated and added to a previous version of an ITSM --> CSM Migration whitepaper. Included in this newer version: Updated for QuebecDifferences b...
Documentation to assist with importing case history to Customer Service Management
Everyone wants their implementation to be a success, but it is extremely easy to get a few things wrong early on which make it more difficult to achieve your business objectives. These are my top tips to setting yourself up for success with your Cus...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
