Exploring Customer Service Management

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

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 drive the actionable improvements and automate the 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

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

By utilizing CSM, you can streamline operations throughout the front, middle, and back office, resulting in improved efficiency. Additionally, you can implement self-service features across multiple channels and automate issue resolution. Furthermore, CSM empowers agents with real-time information and intelligent guidance, ultimately enhancing their performance.

Tableau 1. Benefits of CSM features

Benefits	Key Features	Role
Learn how to collect, organize, update, and analyze data about your customers.	Customer Data Management	Manager
Drive self-service from a portal that is integrated with knowledge articles, service catalogs, communities, and chatbots.	Self- Service	Administrator
Support your customers across phone, messaging, chat, web, email, in person, and social media.	Omnichannel	Agent
Improve your agent efficiency for faster resolution and a better customer experience.	Agent experience	Manager
Manage the interactions and service level agreements (SLAs), model account relationships, and outsourced service.	Case management	Administrator
Quickly identify the support that a customer needs as well as the opportunities for adoption and selling other add-ons.	Install Base management	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	Manager
Get at-a-glance visibility and a deep understanding of the data and identify areas that impact your processes.	Analytics and Insights	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	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	Administrator