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Session Code: PTS1755
Presenter(s): Brooke, Kathy
Company(s): ServiceNow, ServiceNow
Abstract:
Join us in this session to hear about our journey utilizing our combined CSM product suite (Case Management, Knowledge Management, and Communities) in an integrated service portal to facilitate a complete support experience. We provide support to more than 65,000 customers, 13,000 partners and 7,000 employees and our Community has over 190,000 members. As our growth continues, our solution is scaling with us to provide industry leading support. Through our service portal, customers get access to a robust knowledge base that quickly provides self service solutions. It also connects them with other customers eager to share their solutions. For more complex issues, our customers can seamlessly create a case for support assistance that pulls inquiry data to provide faster service and feeds our ecosystem knowledge base. This cycle allows other users to learn, share, and benefit from our support team’s expertise, and facilitate even better self-service for the next customer.
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