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Customer Service Management

Automate requests, proactively address issues, and empower employees to address customer needs quickly and proactively.

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What's New in Zurich for Customer Service Management
blog

What's New in Zurich for Customer Service Management

Human-Centered Service i...

sabenavirani
Now Assist for CSM - Getting Started
Article

Now Assist for CSM - Getting Started

Your fast, guided path to enable Now Assist for CSM ...

FernandoCastro
Yokohama Release Highlights for Customer Service Management
blog

Yokohama Release Highlights for Customer Service Management

sabenavirani
Discover What's New: ServiceNow ...
Event

Discover What's New: ServiceNow ...

03/25/2025

Lolita Honkpo
Explore Best Practices for using...
Event

Explore Best Practices for using...

02/22/2024

Ieshia Lilly
Start your GenAI journey with No...
Event

Start your GenAI journey with No...

11/12/2024

CristinaLau
Get started: Optimizing Outcomes...
Event

Get started: Optimizing Outcomes...

10/22/2024

CristinaLau

Getting Started

Welcome Guide

Product Checklist

Recommended Training

FAQ

Measuring Success

Product Docs

Performance and Measurement

Value Measurement

Now Assist for CSM

Overview concepts, best practices, first steps and reference information

Getting Started

Overview concepts, best practices, first steps and reference information

Customer Self-Service

Quickly deliver intelligent responses and personalized solutions to your customers

Agent Productivity

Achieve your metrics while increasing case quality and customer satisfaction

Agentic Workflows

Agentify your business with these out of the box use cases

Admin Efficiency

Turnkey solutions that accelerate your time to value and reduce your TCO

Connect at events

Webinar Series: CRM for the AI Era - Episode 1 - Overcome the Cus...

Online 10/08/25

Live Webinar: How to streamline complex quoting and order fulfill...

Online 10/22/25

On Demand Events

LOSN: Transforming Customer Serv...
Event

LOSN: Transforming Customer Serv...

09/18/2025

Lolita Honkpo
Live on ServiceNow: ServiceNow P...
Event

Live on ServiceNow: ServiceNow P...

08/14/2025

Abigail Lavadia
Live on ServiceNow: What’s New i...
Event

Live on ServiceNow: What’s New i...

08/27/2025

Lolita Honkpo
Start your GenAI journey with No...
Event

Start your GenAI journey with No...

11/12/2024

CristinaLau
Webinar: Customer Service Manage...
Event

Webinar: Customer Service Manage...

10/23/2024

Maria Reyes
Get started: Optimizing Outcomes...
Event

Get started: Optimizing Outcomes...

10/22/2024

CristinaLau
On-Demand Webinar: Put generativ...
Event

On-Demand Webinar: Put generativ...

09/26/2024

Maria Reyes
Getting Started with Sales & Ord...
Event

Getting Started with Sales & Ord...

04/11/2024

Ieshia Lilly

Resources

What's New Blog

Zurich

What's New Blog

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Activity in CSM

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Webinar Series: CRM for the AI Era - Episode 1 - Overcome the Customer Relationship Meltdown

Legacy CRM was supposed to make life easier. Instead, we got a meltdown Excited to share a 4-part series showing how AI can finally deliver on the promise of CRM. Kicking off Episode 1 of this series on the future of CRM: "Overcome the Customer ...

Event

Updating task time post SR(RITM) creation based on user's preferred time slot

Use Case:Agents create a service request. Two tasks get created and associated with that RITM. One is book appointment task and the other is say some set up task. In book appointment task, agent sends a mail to customer asking for a preferred time sl...

Question

Populate first selected user Email id from Multi-Select "Requested For" Field in Catalog Item

Hi Community, I’m working on a catalog item where the "Requested For" field needs to support multiple selections, so I’ve configured it using a List Collector.Additionally, I’ve created a second variable to capture the email address of the selected u...

Question

Data visualization on Customer Service portal

Hi! Is it possible to add data visualizations on the customer service portal? The requirement is to be able to show e.g. a graph with cases closed per month, and that the graph should show only the cases for the company of whom the logged in user is...

Question

Facing issues with the Inbound Email Action

Hello Community, I'm facing an issue with an Inbound Email Action in ServiceNow.I've created an Inbound Email Action with Action type set to "Record Action" and Type set to "Reply". I removed the condition from the Condition field and, in the Action ...

Question

Catalog client script

I need help creating a catalog client script with these functions: The field name is date_of_movement If the current date is between the 1st and the 19th, the transaction date can be any date within the current month. (Limited to business days) If th...

Question

CSM Plugins installed in Personal Dev. Instance - CSM Roles are not assignable

Hi ServiceNow-Community,To play around with CSM and get to know its capabilities I have installed all relevant CSM plugins, incl. CSM Demo Data on my personal developer instance. Unfortunately, I am not able to find the according CSM roles that usual...

Question

Catalog item's variable values cleared out after submitting

Hi All, There's an issue with the catalog variable which is mandatory. the variable field is submitted with values as it a mandatory field. After submission the values are being cleared out .How to fix this?Attaching image for reference.The below va...

Question

Need to delete this post from community

I posted something in the community but I need to delete it because it contains sensitive data. How can I delete it permanently? Thank you

Question

Now Assist Skill kitを用いた要約機能について（Summary function using Now Assist Skill kit）

下記の手順でNow Assist Skill kitを用いた要約機能を作成しようとしています。①ワークスペースのページにテキストを表示する。②ワークスペースの画面初期表示時にスクリプトで作成した文字列を①のテキストに表示する。③AI（Now Assist Skill kit）を②の初期スクリプトで呼び出す。④AI（Now Assist Skill kit）で要約する。上記③、④のやり方を知っている方、ご教示ください。 ---I am trying to create a summary fun...

Question

Aligning Sold Products and Install Base Items with CMDB

In Customer Service Management (CSM), modelling Sold Products, Install Base Items, and Product Models—and integrating them into the CMDB—can be a complex activity. In this article, I aim to walk you through how to do it properly using a practical exa...

Article
Customer Service Management

Reporting on Projects and Cases from a Customer Account

Hi all,We have both CSM and SPM in our instance. On the Customer Account form, we’ve added a related list for Projects so that Delivery can see all activities for a customer in one place (cases and projects).On the Project form, we have a field u_cus...

Question
Case Management

Resolved! reCAPTCHA integration on ServiceNow on Portal Forms - User bypasses captcha

The requirement:My organization has a public Service Portal in which both users and external can submit form. If the user is not logged in and submits the form, they want to Implement reCAPTCHA on these public portal forms.On my PDI I have successful...

Question

How to group UI Actions into sections in SOW/CWS

Hello All,I am working on Service Operations Workspace and configurable workspace for the Incident table. Currently, all my UI Actions (Resolve, Resolve – Pending Release) appear in one flat list.Requirement:I need them grouped into sections like:Res...

Question

Resolved! Help with GlideScript logic for displaying Service Offers based on Warranty and Uplift TAT values

Hi everyone,I'm new to ServiceNow developement and working on a requirement where I need to display service offers on the front end based on values from the u_offer_id table. Specifically, I want to conditionally show warranty and additional service...

Question

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Posted

Updating task time post SR(RITM) creation based on...

yesterday

Now Assist Skill kitを用いた要約機能について（Summary function ...

Tuesday

Reporting on Projects and Cases from a Customer Ac...

Monday

How to group UI Actions into sections in SOW/CWS

Monday

Customer Service Management

a week ago

Connect at events

Webinar Series: CRM for the AI Era - Episode 1 - Overcome the Cus...

Online 10/08/25

Live Webinar: How to streamline complex quoting and order fulfill...

Online 10/22/25

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Customer Service Management

Hot Topics

What's New in Zurich for Customer Service Management

sabenavirani

Now Assist for CSM - Getting Started

FernandoCastro

Yokohama Release Highlights for Customer Service Management

sabenavirani

Discover What's New: ServiceNow ...

Lolita Honkpo

Explore Best Practices for using...

Ieshia Lilly

Start your GenAI journey with No...

CristinaLau

Get started: Optimizing Outcomes...

CristinaLau

Getting Started

Welcome Guide

Product Checklist

Recommended Training

FAQ

Measuring Success

Product Docs

Performance and Measurement

Value Measurement

Now Assist for CSM

Getting Started

Customer Self-Service

Agent Productivity

Agentic Workflows

Admin Efficiency

Webinar Series: CRM for the AI Era - Episode 1 - Overcome the Cus...

Live Webinar: How to streamline complex quoting and order fulfill...

On Demand Events

LOSN: Transforming Customer Serv...

Lolita Honkpo

Live on ServiceNow: ServiceNow P...

Abigail Lavadia

Live on ServiceNow: What’s New i...

Lolita Honkpo

Start your GenAI journey with No...

CristinaLau

Webinar: Customer Service Manage...

Maria Reyes

Get started: Optimizing Outcomes...

CristinaLau

On-Demand Webinar: Put generativ...

Maria Reyes

Getting Started with Sales & Ord...

Ieshia Lilly

Resources

What's New Blog

Release Notes

Entitlements

Store

Related Products

Field Service Management

Sales Order Management

Industry Solutions

Now Assist & Generative AI

Workforce Optimization

Process Mining

Knowledge Management

Virtual Agent & NLU

ServiceNow Impact

Resolved! reCAPTCHA integration on ServiceNow on Portal Forms - User bypasses captcha

Resolved! Help with GlideScript logic for displaying Service Offers based on Warranty and Uplift TAT values

Webinar Series: CRM for the AI Era - Episode 1 - Overcome the Cus...

Live Webinar: How to streamline complex quoting and order fulfill...

Let's connect together