---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Management

# Customer Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The ServiceNow®
Customer Service Management enables you to provide the service and support that your external customers need. For example, your customers can communicate and receive support through the web, email, chat, telephone, and social
media.

|-|-|-|
| [Explore Learn how Customer Service Management can help you with its key features and benefits.](https://www.servicenow.com/docs/60pYQSUHdtseX_vw3bz5Qg "Learn how the Customer Service Management (CSM) application can help your organization resolve customer issues and requests for your customers. By adopting a proactive customer service approach, you can increase your customer satisfaction and retention.") | [Configure Plan and customize Customer Service Management to meet your specific needs.](https://www.servicenow.com/docs/Gh4PfDhidjVG0sWy~lPtZw "Set up the features, components, and integrations that you must provide service and support to your customers.") | [Administer Manage and customize your Customer Service Management applications.](https://www.servicenow.com/docs/A4PmSldej9ypZDxQ2ZHCFw "Use a number of features and tools to administer the Customer Service Management application.") |
| [Integrate Extend Customer Service Management capabilities by integrating with other applications.](https://www.servicenow.com/docs/uinREs6fXCi3dC~u5cUjGQ "Extend the capabilities of Customer Service Management and connect with other departments to assist with case resolution by integrating with other applications.") | [Use See how agents and managers can use Customer Service Management to create, route, and manage cases.](https://www.servicenow.com/docs/_jthhpmwa7iMFsjaeBAf6w "Agents and managers can use Customer Service Management application to create cases for customers, route cases to agents with the required skills and availability, manage customer information and case activity, and connect with other applications and departments to assist with case resolution.") | [Analyze Access preconfigured dashboards with actionable data visualizations to monitor and improve your service.](https://www.servicenow.com/docs/at3I5vEwyph1j72Eu2xZkQ "Customer Service Platform Analytics Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes and quantify the value of self-service.") |
| [Reference Get additional information about Customer Service Management cases, including the lists, forms, rules, components, parameters, roles, and personas.](https://www.servicenow.com/docs/McfzngbNPIZfBp4QeiaipQ "Reference topics provide additional information about the Customer Service Management application.") | [Allocate Use workforce optimization to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.](https://www.servicenow.com/docs/m33UgzmwIFod~RMMm1fwLQ "Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.") | [AutomateUse Now Assist for CSM to enhance user productivity and efficiency through conversation and proactive experiences using generative AI.](https://www.servicenow.com/docs/wHdWNyt43ExQSj6MmD2B0w "Use the ServiceNow ServiceNow Otto for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.") |
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## Additional resources {#c_CustomerServiceManagement__section_eyd_rpv_klb}

* Learn more about what's new and changed, see the [Customer Service Management release notes](https://www.servicenow.com/docs/access?context=customer-service-mgmt-rn-landing&version=zurich&pubname=zurich-release-notes&ft:locale=en-US).
* Log in to your ServiceNow® account and find additional information about implementing and deploying Customer Service Management features at [Best Practices Library](https://learning.servicenow.com/nowcreate).
* Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp?id=learning_course_prev&course_id=94d7ead147e4fd102a090dcbd36d43c7&s=1&ssa=3)
* Find useful resources related to your role and explore best practices at the [ServiceNow Impact](https://www.servicenow.com/success.html).
* Connect with other Customer Service Management users at [Now Community](https://www.servicenow.com/community/csm/ct-p/customer-service-management).
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