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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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Now Assist for CSM - Getting Started
Article

Now Assist for CSM - Getting Started

Now Assist for CSM — Implementation Library Home You...

FernandoCastro
Live on ServiceNow: What’s new i...
Event

Live on ServiceNow: What’s new i...

09/23/2025

Lolita Honkpo
What's New in Zurich for Customer Service Management
blog

What's New in Zurich for Customer Service Management

Human-Centered Service i...

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

Case Management

Deliver consistent customer experiences with scalable case management capabilities

Getting started with CSM Case Management

Overview concepts and first steps to set up and succeed with case management

Core Case Management Features

Harness powerful case management features to streamline service delivery.

Case Management Operations

Manage, track, and collaborate on cases effectively to ensure fast and consistent resolutions.

Case Automation, AI, and Workflows

Boost agent performance with AI-powered, real-time case insights, and workflows.

Customer Self-service

Empower customers to resolve issues faster with self-service and Now Assist AI

Getting started with Customer Self-service

Overview of self-service capabilities for better customer experiences

Customer Portals

Resolve issues faster with intuitive self-service portals

Configurable Portal Widgets

Provide better portal experiences that enable business users to configure widgets

Customer Self-service using Now Assist for CRM

Embedded Experiences

Embed ServiceNow self-service on your organization's websites

Contact Center

Orchestrate intelligent customer service with omnichannel engagement, unified agent workspace, AI-powered automation, and seamless CCaaS integration

Getting started with Contact Center

Overview concepts and first steps to understand contact center fundamentals and ServiceNow's approach

Contact Center Fundamentals

Learn core contact center concepts, CCaaS, key capabilities, and how ServiceNow fits in the landscape

ServiceNow CCaaS Integrations

Understand integration strategies, frameworks, and how to enhance existing CCaaS investments

ServiceNow Voice Framework

BExplore the proven voice integration framework with embedded CTI and optional unified routing

Contact Center Integration Framework

Discover the next-generation framework with native experiences, unified routing, and extensible UI

Omnichannel

Incorporate omnichannel engagement to enable seamless interactions for customers and agents across all channels, delivering a unified and consistent service experience.

Getting Started with Omnichannel

Understand the core concepts of omnichannel engagement in CSM and how ServiceNow connects digital channels into a single experience.

Chat

Deliver core chat capabilities, including virtual agent with Now Assist, live support, engagement messenger, and mobile.

Messaging Integrations

Explore messaging channels in ServiceNow, such as WhatsApp, and how they support conversational customer engagement.

Email

Bring customer email into the omnichannel experience to ensure consistent prioritization, visibility, and service outcomes.

Advanced Work Assignment

Route and prioritize work across channels using skills, capacity, availability, and business rules to optimize service delivery.

Workforce Optimization

Optimize your customer service operations by managing schedules, monitoring team performance, and developing agent skills, all from a centralized manager workspace.

Getting Started with WFO

Understand the core concepts and implementation steps of WFO for Customer Service and how its modules work together to improve service operations.

Manager Dashboard

Access a centralized landing page with real-time metrics, actionable alerts, and quick navigation to manage your customer service teams effectively.

Channel Management

Monitor and manage work across all service channels in real time, track agent capacity, and ensure efficient routing.

Scheduling

Plan and manage agent schedules, create shift plans, handle time-off requests, and monitor schedule adherence to ensure optimal coverage.

Teams

Organize your customer service teams into assignment groups, define key performance indicators, and monitor team and agent performance from a centralized location.

Coaching

Enhance agent skills through assessments, targeted training, and skill recommendations to drive continuous improvement and service excellence.

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...

10/21/2025

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

Release Notes

Entitlements

Store

Activity in CSM

Ask a Question

Question status: Question status:

Sorted by:

Trigger Survey with flow designer

Hello, I was trying to trigger a survey using flow designer , but the survey is being sent without questionsdoes anybody know why ? thank you for your help

Question
Advanced Work Assignment

Elevate CRM Self-Service with Web embeddables

Web embeddables extend ServiceNow CRM self‑service into any website using secure, low‑code components—driving higher self‑service adoption, faster resolution, and lower operational complexity. ServiceNow Web embeddables enable organizations to deli...

blog

CSM Essentials Zurich -

Is the on demand course for Customer Service Management (CSM) Essentials (Zurich) , purely based on the ebook and there are no learning videos or materials like for Xanadu ?

Question
Customer Service Management

How to pass account value to record producer when clicked on Create Case using case type selector?

We have Create Case button in Account table. We allow user to create case from Account record by clicking on Create Case button which displays the Case Type Selector page that displays the record producers of all case types. When user selects any one...

Question

Is this artifact useful?

Hello CSM Implementers and Architects, We’re kicking off something exciting—putting together a set of reference architectures for Customer Service Management! To get started, we’re sharing our first artifact: the Customer Data Model diagram for ...

Question

access to the published knowledge base article

Hi All, Can someone guide me , How to grant a particular user access to a published knowledge base article for a specific country.

Question

Virtual Agent | Links not showing for Table Response

Hello guys, recently I've received a demand which is to create a Virtual Agent. The client has asked me to add hyperlinks in the many returned records from table response. But I didn't find any way of adding those hyperlinks. They don't want HTML Res...

Question

Mobile Authentication of CSM users

Hi Experts,We have a mixed authentication setup in ServiceNow where internal users authenticate using Azure AD SSO with auto‑redirect enabled, while external users are CSM Contact Users authenticate using ServiceNow local login.Our requirement is to...

Question
CSM Mobile

How to get the install base hierarchy on CSM/FSM Workspace ?

Hi Community, Been trying to enable/ explore install base hierarchy on CSM/FSM workspace - installed all possible plugins/ app still can not see/ visualize the hierarchy tab. any directions/ insights appreciated! TIA.ref: https://www.servicenow.com/d...

Question

Create Unplanned Outage from Issuer Case via UI Action

Please suggest me development steps and help me with correct script for below story. I want configuration item script to be done in script include and call it in UI action.

Question

Web embeddables: Overview

Overview Web Embeddables are configurable, standards-based web components that can be embedded on any or on a third-party website aka your organization's website to surface ServiceNow Customer Service Management (CSM) capabilities directly within t...

Article

Web embeddables: Catalog Browse

Overview Web embeddables enable organizations to embed ServiceNow CRM self-service capabilties on their thrid party website. The Key persona: Business Analyst or administrator configures each web embeddable web component Customers and consumer...

Article

Web embeddables: Catalog Item

Article

Web embeddables: Object List

Overview Web embeddables enable organizations to embed ServiceNow CRM self-service capabilties on their thrid party website. The Object list web component displays a configurable lists of records from any ServiceNow table (not just cases) with sup...

Article

Web embeddables: Case Create

Overview Web embeddables enable organizations to embed ServiceNow CRM self-service capabilties on their thrid party website. The Case Create web embeddable web component snables customers to submit support cases directly from the organization's ...

Article

Ask a Question

Unanswered questions

Subject

Author

Posted

Mobile Authentication of CSM users

17 hours ago

How are enterprises using Interactions or custom C...

3 weeks ago

Changing the Tab Name for a New Record in Workspac...

a month ago

Workflow Data Fabric: Driving Intelligent Decision...

a month ago

Display the Pre-Chat Survey only to custom portal

‎03-19-2026 11:17 PM

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Customer Service Management

Hot Topics

Now Assist for CSM - Getting Started

FernandoCastro

Live on ServiceNow: What’s new i...

Lolita Honkpo

What's New in Zurich 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

Case Management

Getting started with CSM Case Management

Core Case Management Features

Case Management Operations

Case Automation, AI, and Workflows

Customer Self-service

Getting started with Customer Self-service

Customer Portals

Configurable Portal Widgets

Customer Self-service using Now Assist for CRM

Embedded Experiences

Contact Center

Getting started with Contact Center

Contact Center Fundamentals

ServiceNow CCaaS Integrations

ServiceNow Voice Framework

Contact Center Integration Framework

Omnichannel

Getting Started with Omnichannel

Chat

Messaging Integrations

Email

Advanced Work Assignment

Workforce Optimization

Getting Started with WFO

Manager Dashboard

Channel Management

Scheduling

Teams

Coaching

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