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

03/25/2025

Lolita Honkpo
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Explore Best Practices for using...

02/22/2024

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Start your GenAI journey with No...

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Getting Started

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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

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Live on ServiceNow: Getting started with Grants Management from P...

Online 09/16/25

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Activity in CSM

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Granular rules, and responsibility framework

hi! I’m trying to set up granular roles in CSM. Creating a new responsibility definition is not a problem, but I can’t find a way to add access level, config on the related list to the responsibility definition. on day out of the box responsibility ...

Question

Live on ServiceNow: What's New in the Zurich Release for Sales and Order Management

Unlock the full potential of your sales and fulfillment operations with ServiceNow’s powerful Sales and Order Management solutions. From pre-sales engagement to renewals and post-sales support, optimize every step of the customer lifecycle—includi...

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Customer Service Management
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Live on ServiceNow: 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,...

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Customer Service Management
Now Assist for CSM
Virtual
Webinar

Paras Hinduja Passport How does the Customer Service Portal work within the CSM framework?

Hi All, I'm Paras Hinduja, a passport expert dedicated to simplifying the passport application, renewal, and replacement process. Can anyone explain in detail how the Customer Service Portal works within the CSM framework? Thanks, Regards Paras Hind...

Question
Advanced Work Assignment
Customer Service Management

Resolved! Work with 3rd Party Support on a Case

The software we deliver and support is integrated with a number of different third party software products. There are times when our agents need to open a support ticket with the third party provider via email and link it to a case with our customer...

Question

Contact Information Capture

We have our contacts within the SN carrier list. When we have a shipper onboard they are currently providing all of this information again (even for the carriers we already have in our system). I am trying to figure out a way that when the shipper pr...

Question
Customer Service Management

Resolved! How to enable employee centre search box to show the incident/request result

Hi can any one guide me the steps to configure the employee centre search box when ever I search Incident/RITM number not able to find the dataThanks in advance

Question

Is it possible to add the stages to the upper part in CSM Workspace

Hi Guys,I'm new to CSM and I want to ask if the stages like in change management can be applied in CSM Configurable workspace and if yes is there any documentation that I can use for reference.Thanks in Advance!

Question
CSM Configurable Workspace

Create a Case for Custom Case Type from Request

In this article, I will guide you through the process of creating a case for a custom case type. When a request is raised, follow the steps below to generate a case from it:Step 1: Extend the Script Include RequestManagementIntegrationConstants with ...

Question
Case Management
Customer Service Management

ErrorAccess to api 'put from scope 'sn_customerservice' has been refused due to the api's cross-scop

Hello, I'm facing an issue when trying to access certain CSM tables via the portal. The error message reads : "Access to API 'put(table_name.field)' from scope 'sn_customerservice' has been refused due to the API's cross-scope access policy." Is th...

Question

Resolved! Include Currently Logged-In User's Name and Schedule in Content>>Body HTML in Email Client Template

TO: should be contact.emailCC: should include both the Assigned_to user and the currently logged-in user.If the assigned user and the currently logged-in user are the same, they should only be added once.This should be done in the Email Client Templa...

Question
Customer Service Management

ITIL users not able to access the case

Hi,I have created one record producer to generate CASE record. In the Employee Centre portal submitted the record producer and getting error like " sorry either the data doesn't exit or you don't have access" for ITIL users. I have added the ITIL to ...

Question

Engagement Messenger on a ServiceNow Portal

Hello everyone, Does anyone know if it's possible to display Engagement Messenger directly on a ServiceNow portal (for example, the standard SP portal or the CSM portal)?If so, how do I do this?Is there any special configuration required on the insta...

Question
Engagement Messenger

Configure customer activity tab in csm workspace

I want to configure customer activity tab in csm workspace in which i want to enable hyperlink for contact name and other highlighted names and also want to set a default filter which is highlighted by red box in the image. Has anyone implemented som...

Question
CSM Configurable Workspace

Resolved! I want current logged in user in the CC of the client script.

I tried adding current logged in user in Email client template in the CC as a recepeint "javascript&colon; gs.getUser().getEmail()" but it wont work, can anyone help me on this?

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Connect at events

Live on ServiceNow: Getting started with Grants Management from P...

Online 09/16/25

LOSN: What’s new in the Zurich Q3 Store release for Retail Indust...

Online 09/16/25

LOSN: Transforming Customer Service with Process Mining: Insights...

Online 09/18/25

Live on ServiceNow: What’s new in the Zurich release for CSM and ...

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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: Getting started with Grants Management from P...

LOSN: What’s new in the Zurich Q3 Store release for Retail Indust...

LOSN: Transforming Customer Service with Process Mining: Insights...

Live on ServiceNow: What’s new in the Zurich release for CSM and ...

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ServiceNow Impact

Resolved! Work with 3rd Party Support on a Case

Resolved! How to enable employee centre search box to show the incident/request result

Resolved! Include Currently Logged-In User's Name and Schedule in Content>>Body HTML in Email Client Template

Resolved! I want current logged in user in the CC of the client script.

Live on ServiceNow: Getting started with Grants Management from P...

LOSN: What’s new in the Zurich Q3 Store release for Retail Indust...

LOSN: Transforming Customer Service with Process Mining: Insights...

Live on ServiceNow: What’s new in the Zurich release for CSM and ...

Let's connect together