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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Explore

# Exploring Customer Service Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Customer Service Management

The Customer Service Management (CSM) application in ServiceNow helps organizations efficiently resolve customer issues and requests by enabling a proactive service approach.
It automates processes and provides service agents with real-time visibility into customer systems and tools, enhancing customer satisfaction and retention through streamlined communication and issue resolution.
Show full answer Show less  

## Key Features

* **Customer Data Management:** Enables collection, organization, and analysis of customer information to better understand needs.
* **Self-Service Portal:** Integrated with knowledge articles, service catalogs, communities, and chatbots to empower customers to resolve issues independently.
* **Omnichannel Support:** Facilitates customer interactions through phone, messaging, chat, web, email, in-person, and social media channels.
* **Agent Experience:** Improves agent efficiency with real-time information and guidance for faster case resolution.
* **Case Management:** Allows management of interactions, SLAs, account relationships, and outsourced services for comprehensive issue tracking.
* **Install Base Management:** Identifies customer support needs and potential opportunities for additional services or products.
* **Intelligence:** Automates task creation, triage, investigation, routing, solution recommendations, and trend identification.
* **Analytics and Insights:** Provides visibility into process performance and areas for improvement.
* **Optimization:** Monitors and analyzes team performance and process conformance to continuously enhance service delivery.
* **Engagement Messenger:** Embeds a messenger-like interface on websites or mobile sites, enabling customers to browse knowledge, create cases, and interact with Virtual Agent seamlessly from a centralized location.

## Key Outcomes

* **Enhanced Efficiency:** Connects front, middle, and back offices to collaboratively resolve customer issues and automate repetitive tasks.
* **Proactive Issue Management:** Provides real-time alerts and predictive insights to prevent issues before they affect customers.
* **Improved Customer Experience:** Enables faster resolutions and greater self-service capabilities across multiple channels.
* **Comprehensive Visibility:** Maintains records of known issues and customer interactions for continuous improvement and preventing repeat problems.
* **Agent Empowerment:** Delivers relevant data and guidance to agents, boosting their productivity and effectiveness in handling cases.  
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.

## Overview of Customer Service Management {#exploring-csm__section_g1k_4ql_swb}

With the Customer Service Management application, you can automate your processes and give your service agents visibility into the customer systems and tools that they need to deliver proactive services to your customers. Key benefits of the Customer Service Management application include:

Connecting your teams to boost efficiency
:   You can bring your front, middle, and back offices together so that you can proactively address customer issues and enable more self-service through automation.

Establishing real-time visibility into your customers' products and services
:   Proactively detect and prevent issues by sending preemptive alerts to your affected customers. You can identify and predict trends to improve and automate resolutions for the most often recurring problems.

Identifying and assigning your issues directly
:   You can connect your teams to track issues to a resolution by directly contacting the customer's department and quickly resolving these issues. You can also maintain a record of the known issues so that future
    customers don't have to experience the same problems.

Whether starting or expanding your implementation of Customer Service Management, learn more about the available features that you can use to improve your customer service experience and to track your cases from start to finish.

## Customer Service Management workflow {#exploring-csm__section_dh3_wgq_fyb}

The following infographic shows a sample Customer Service Management workflow that describes the different stages handled by an agent, from creating a new case to the case completed.  
Figure 1. Visual representation of the CSM workflow

## Benefits {#exploring-csm__section_twf_fqm_hmb}

With CSM, you can streamline operations across the front, middle, and back office. You can also roll out self-service across multiple channels and automate issue resolution. CSM gives agents real-time information and guidance to help them perform better.
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| Benefits | Key Features | Role |
|-|-|-|
| Learn how to collect, organize, update, and analyze data about your customers. | [Customer Data Management](https://www.servicenow.com/docs/MT3O7h48KhrKB_jaNMwN5w "Data management refers to the processes and tools used to collect, organize, secure, and use customer-related data effectively so that support teams can deliver better service experiences. You can give your managers and agents a comprehensive view of customer data, including account and contact or consumer details, products and services, assets, contracts, and entitlements.") | Manager |
| Drive self-service from a portal that is integrated with knowledge articles, service catalogs, communities, and chatbots. | [Self- Service](https://www.servicenow.com/docs/kk9lYB9rMjfQLFOIwN5Iyw#self-service-options-csm-customers "With the Customer Service Management (CSM) application, you can provide service for your customers through web applications that hosts self-service capabilities like knowledge articles, community forums, service catalogs, case management, and chat.") | Administrator |
| Support your customers across phone, messaging, chat, web, email, in person, and social media. | [Omnichannel](https://www.servicenow.com/docs/vNG5knwWdmprLGDxy5i67Q "Omnichannel routes customer conversations from every channel into one workspace. Agents can see the full interaction history and resolve issues without switching context.") | Agent |
| Improve your agent efficiency for faster resolution and a better customer experience. | [Agent experience](https://www.servicenow.com/docs/jckmlaSHUgQRJ_FetDPFwQ "Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.") | Manager |
| Manage the interactions and service level agreements (SLAs), model account relationships, and outsourced service. | [Case management](https://www.servicenow.com/docs/gih0mS26e1zqsYe5gu6ohg "Manage customer requests and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your agents with the tools they need to evaluate cases, communicate with customers, answer questions, and resolve issues.") | Administrator |
| Quickly identify the support that a customer needs as well as the opportunities for adoption and selling other add-ons. | [Install Base management](https://www.servicenow.com/docs/u8_GlLuaKZbTUfFCMlP2kQ "Track which products and services have been purchased by a customer, how they've been installed or provisioned, along with the detailed configuration for each installed item.") | Agent |
| Increase your productivity with automated task creation, triage, and investigation so customers get answers fast. Also, learn how to route issues, recommend solutions, and identify trends. | [Intelligence](https://www.servicenow.com/docs/Gx4leOK_Sp0qWOYJJMup3Q "Use the Intelligence solutions for the Customer Service Management application to access machine learning frameworks, search and automation functions, and natural language processing to automate and enhance your agent and customer experience.") | Manager |
| Get at-a-glance visibility and a deep understanding of the data and identify areas that impact your processes. | [Analytics and Insights](https://www.servicenow.com/docs/W8RqoqzDCmYZwX_Oolq5bQ "Use the Performance Analytics applications for Customer Service Management to report your customer service performance and effectiveness. You can use the predefined key performance indicators (KPIs) and preconfigured role-based dashboards for monitoring your customer service processes.") | Manager |
| Instantly monitor and analyze your processes, teams, and performance. Also check your conformance to standards, and learn how you can constantly optimize and improve your processes. | [Optimization](https://www.servicenow.com/docs/7NqGowDeJvGQ~Gm8gkfKkg "Optimize your processes by using the Customer Service Management application. You can analyze which processes are relevant to your key performance indicators (KPIs), identify the bottlenecks for your customer service cases, learn how to optimize your workforce, and manage your teams more efficiently.") | Manager |
| Embed a messenger-like pop up inside any website to interact with ServiceNow features, such as browsing knowledge, creating a case, and interacting with Virtual Agent and manage how your customers use your web applications and services from one central location. You can also configure the behavior and styling of the messenger and deploy the configuration on the websites or mobile sites of your choice. | [Engagement Messenger for Customer Service Management](https://www.servicenow.com/docs/CBraA_6zmqEB6E_cnms0nA "By using the ServiceNow Engagement Messenger application, your customers use self-service to find the information or service that they need from your third-party web applications that are outside of the ServiceNow environment.") | Administrator |
[Table 1. Benefits of CSM features]

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