Customer Service Management

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

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Now Assist for CSM - Getting Started
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Now Assist for CSM - Getting Started

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

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Yokohama Release Highlights for Customer Service Management
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Yokohama Release Highlights for Customer Service Management

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

03/25/2025

Lolita Honkpo
Explore Best Practices for using...
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Explore Best Practices for using...

02/22/2024

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

11/12/2024

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Get started: Optimizing Outcomes...
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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

Live on ServiceNow: [APAC] What’s new in the Zurich release for C...

Online 10/01/25

Live on ServiceNow: CRM AI Academy - Tailor Your AI Sequence for ...

Online 10/02/25

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

Online 10/22/25

On Demand Events

LOSN: Transforming Customer Serv...
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LOSN: Transforming Customer Serv...

09/18/2025

Lolita Honkpo
Live on ServiceNow: ServiceNow P...
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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

Activity in CSM

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Question status: Question status:

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Disable toggle for some service channels available in the presence state.

We have three service channels configured in the Available presence state, and I would like Call and Chat to be automatically selected when agents set their status to Available in Workspace.

Question
Advanced Work Assignment
CSM Configurable Workspace

Service Portal/Playbook: date shows yyyy-MM-dd format but dd-MM-yyyy is required

Morning, on the Service Portal (playbook form) the date field displays as yyyy-MM-dd even though in the Core UI, dates show correctly as dd-MM-yyyy. The system property date format is set up as dd-MM-yyyy. What is the supported way to make the portal...

Question
Customer Service Portals
Playbooks for CSM

CSM correct career Path

Hello there. . . Team can someone help me by guiding me or telling me what is the learning path on the platform to become a Customer Success Manager? What courses should one take, is there any order and what are the ones that are certified or micro...

Question

Duplicate email addresses for contacts and consumers

Hi, I would like to hear your thoughts and experiences on how you deal with duplicate email addresses for contacts and consumers.A little background, we are implementing CSM and we offer B2B and B2C services.We experience that often times private ind...

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

Resolved! Filtro

I need to create a filter that takes the logged-in user in the variable set (it will always be a manager) and only displays users who have the logged-in user as their manager in the employee name field. The employee name field is a reference type for...

Question

Lookup and Verify (Verification Card)

Anyone encountered the same problem? I was trying to add more than 9 fields in the Display fields for the Verification Card of Lookup & Verify feature, but it seems there is technical limitation.

Question

Azure outbound Integration - Invalid username/password combo

Hi Community,We have registered app in azure and done set up as per Setting up Azure DevOps OAuth 2.0 credentialI tested the connection using Get OAuth Token UI action and we are getting token also. However I am facing issue as shown below Outbound -...

Question

Relationships Among Installed Base Items, Installed Products, and Sold Products

Hi Folks: Would greatly appreciate a few more details on the purpose and relationships between installed base items, sold product, and installed product. Why, for example do we need installed product? Could installed base item instead just referenc...

Question
Customer Service Management

Live on ServiceNow: CRM AI Academy - Tailor Your AI Sequence for Scalable Success

AI adoption isn’t one-size-fits-all. Success depends on intentionally sequencing your journey the right way: knowing when to keep control tight, when to expand automation, and how to measure readiness for the next phase.In this CRM AI Academy sess...

Event
Academy
Virtual

Live on ServiceNow: [APAC] What’s new in the Zurich release for CSM and Now Assist

Join us for an exciting webinar to discover the latest innovations in Customer Service Management and Now Assist for CSM (AI) in the Zurich family and Q3 releases. This session will cover new capabilities for the front office, customer experience,...

Event
Virtual
Webinar

How can I use LLM in Virtual Agent to show relevant Knowledge Articles?

Hi All,I’m trying to create a Virtual Agent topic where the user enters a query, and the system uses LLM capabilities to find and show relevant Knowledge Base articles.LLM is already available in the instance.What is the correct approach to achieve t...

Question

Granting Comment Access on Open Cases Without Role Assignment

How can we allow a user to comment on open cases without assigning any role?Is it possible to achieve this using an Access Control Rule (ACL)? If yes, could you explain how?

Question

Copy Case in Customer Portal

When case is created in Customer Portal. I need a copy case functionality. When user clicks the Copy case in the customer portal then the selected fields values should be auto populated to Case creation form in customer portal. So that user can dupli...

Question

Customer Service Management

Hi, Could somebody please provide the roadmap for the CSM Test.Requesting to please provide the resources and courses needed to prepare, Udemy courses, and any dumps for current Yokohama would be greatly appreciated.If somebody has given in recent 1-...

Question

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How can I use LLM in Virtual Agent to show relevan...

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Customer Service Management

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Google translate for customers

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Submit a request(Deprecated)-LLM VA with now Assi...

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AWA agent capacity table is not updating the data ...

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Connect at events

Live on ServiceNow: [APAC] What’s new in the Zurich release for C...

Online 10/01/25

Live on ServiceNow: CRM AI Academy - Tailor Your AI Sequence for ...

Online 10/02/25

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

Online 10/22/25

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Customer Service Management

Hot Topics

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

Live on ServiceNow: [APAC] What’s new in the Zurich release for C...

Live on ServiceNow: CRM AI Academy - Tailor Your AI Sequence for ...

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

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

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! Filtro

Live on ServiceNow: [APAC] What’s new in the Zurich release for C...

Live on ServiceNow: CRM AI Academy - Tailor Your AI Sequence for ...

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

Let's connect together