CSM blog

Opportunity to shape ServiceNow products!

Calling CSM Agents! We would love to get your feedback and pulse to ensure we're building for our customers' needs. Our team is currently iterating on improvements for Customer Service Agents. Feedbac...

Influence ServiceNow -Tell Us What You Think About Playbooks!

Calling all users of Workspace! We need your help to shape the future of Playbook platform features (around prioritization, assigned activities, and progress tracking). Our product team would love to ...

Building custom experiences for CSM configurable workspace

Overview The most important resource in customer service is the agents staffing the various interaction channels customers use to resolve their issues. Yet as critical as their roles are, agents today...

Now on Now: 7 tips for knowledge managers to increase self-service

7 tips for knowledge managers to increase self-service (new blog) Knowledge managers want to encourage customers to self-serve answers to their questions AND minimize frustration if they can’t find an...

What's new in Customer Service Management in the May '22 Store Release

What’s New in Customer Service Management in the May 2022 Store Release? The May Store release for the Now Platform® brings us several exciting new capabilities in Customer Service Management (CSM). T...

Now on Now: Check out our Knowledge playlist of Customer Support and related sessions

This year at Knowledge starting May 11, ServiceNow’s practitioners will share a variety of stories describing how we use the Now Platform to run our internal Customer Support and Training & Certificat...

Now on Now blog: The Mind-Blowing Possibilities Of Relentless AI in Customer Service & Support

As the person responsible for operationalizing AI within ServiceNow’s customer support experience, Senthil Kumar Venkatachalam looks for opportunities to relentlessly apply AI to deliver a better expe...

Intotheunknown : CIS CSM Exam Prep Session Part1

CIS CSM exam preparation part 1

For CSM Configurable Workspace, how to remove the contextual side panel for all users.

Using Now Experience UI Builder, you can easily configure and extend the CSM Configurable Workspace. As part of the CSM Configurable Workspace, the Contextual Side panel provides agents with tools to ...

IntoTheUnknown Switchclass Of SoldProduct To ProductInventory

Code is available on share https://developer.servicenow.com/connect.do#!/share/contents/3287388_switchclass_of_soldproduct_to_productinventory?t=PRODUCT_DETAILS

Now on Now Q&A with Dean Robison: Transforming customer support to elevate the customer experience

Our new Impact program affects all aspects of how we work with our customers to accelerate results and develop their expertise. We talked with Dean Robison, SVP of Customer Service and Support, about ...

What's new in Customer Service Management in the San Diego Release

What's New in Customer Service Management in the San Diego release The latest release of the Now Platform® brings us to San Diego! For Customer Experience solutions, it means several exciting new capa...

Migrate your existing agent workspace to the new configurable workspace

This blog will highlight some of the key components which a developer has to take care during migrating from existing customized agent workspace to the new configurable workspace. A follow-up blog wou...

Now on Now blog: How proactive support operations can reduce customer escalations

ServiceNow support account managers are using the Now Platform to quickly identify customer performance issues and mitigate their impact before they spiral out of control. Read about their proactive s...

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