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


---

# Use

# Using Customer Service Management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

|-|-|-|
| [Manage cases Find tools for creating cases, interacting with customers, and resolving questions and issues](https://www.servicenow.com/docs/Z2v0YUD5ddKIPiCDKrSkug "Case management within provides a structured and efficient approach to handling a wide variety of service requests, incidents, and inquiries. It encompasses the processes and tools used to manage individual cases from initiation through resolution, ensuring that service delivery is consistent, timely, and aligned with organizational goals.") | [Manage schedules and sites Find tools for managing your calendar, using the mobile app to manage work, and plan install base tasks.](https://www.servicenow.com/docs/XHadKiONoMydXbolGyxDJg "Manage agent scheduling and availability, use the mobile app to perform common tasks on the go, and manage and support your customer base with install base plans and contracts.") | [Automate and optimize Find tools to automate your work, and use AI tools to streamline cases.](https://www.servicenow.com/docs/xxqRnWnrPPopDMGOuWayKA "Enhance the efficiency and effectiveness of your ServiceNow Customer Service Management platform with automated workflows, AI-powered chatbots, predictive analytics, and data analytics and reporting.") |
| [Agent management Manage tasks and schedules for agents on your team.](https://www.servicenow.com/docs/rXKL3U7wV4Jtn5fOn4QREQ "Manage agents effectively to deliver exceptional customer service. Recruit, train, and monitor their performance continuously. Support your customer service agents consistently. Equip and motivate them well to enhance customer satisfaction and operational efficiency.") | [Customer management Oversee customer-related tasks, including location and access management, handling contracts and entitlements, managing social media, and outsourcing customer service.](https://www.servicenow.com/docs/TBRE0rrGAVpXDjUjsScakg "Enhance customer engagement and satisfaction by managing all interactions to ensure a seamless and efficient service experience. Simplify processes, improve communication, and provide personalized service.") | [Customer communication Learn about tools for portals and case deflection. Find examples and information on using self-service tools and contacting agents for assistance.](https://www.servicenow.com/docs/MzmkQAQIpSGugQ9GqREu9w "Prioritize clear, timely, and meaningful customer interactions to ensure satisfaction and loyalty. Leverage comprehensive suite of tools to facilitate robust customer communication and enhance service management practices.") |
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{#using-csm__table_iwv_lpv_klb}

Manage cases

:   Efficiently manage customer and consumer interactions by creating, assigning, and resolving cases received through various channels like chat, email, and calls.

    Use advanced tools, configurable workspaces, and knowledge resources to streamline workflows, and ensure personalized and timely support.

Manage schedules and sites

:   Manage agent schedules, customer service cases, and install base plans using tools like agent calendars, Microsoft Outlook integrated with CSM, and the CSM mobile app.

    You can get real-time updates, streamlined collaboration, and service contracts to enhance customer service efficiency and support.

Automate and optimize
:   Integrate Virtual Agent for automation and Proactive Customer Service Operations for early issue resolution. Use Task Intelligence, Guided Decisions, and Playbooks to streamline case management.

Agent management
:   Agent Management involves recruiting, training, and monitoring agents to improve customer service. Key tasks include time entries, case assignment, managing special handling note, chat support and overseeing outsourced
    service provider tasks.

Customer management
:   Streamline customer access, contract management, and social media integration to enhance service efficiency. Support B2B2C models for better customer relationships and improve workflows across multiple service
    channels.

Customer communication
:   Optimize customer service with Playbooks, reducing resolution time and guiding users through tasks. Empower customers with seamless service via auto-responders, omnichannel callbacks, and personalized portal experiences
    for faster, smarter support.