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Customer Service Management (CSM)

Forrester reveals the ROI of ServiceNow® Customer Service Management.

Improve service operations and engage customers with digital workflows. Solve customer problems by bringing front, middle, and back offices together.

Proactively address issues and automate common requests.

Don’t just take our word for it

See how companies like yours use Customer Service Management to deliver exceptional customer service experiences.

TELECOMMUNICATIONS

Customer service productivity up 45%

Using ServiceNow, Vodafone customer service agents resolve issues before customers know about them.

Government

Managing 5400% more claims

Delaware scales service and automates claims processes and communications.

RETAIL

Case volume reduced by 93%

7-Eleven moves to a single platform and improves first call resolution.

FINANCIAL SERVICES

Reducing workloads by 48%

Bridgewater Bank automates loan processing, gains real-time visibility.

Capabilities that scale with your business

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

Playbooks for Customer Service

Manage case flows across teams by digitizing and automating service processes.

Agent Workspace

Boost agent productivity with guided resolution, multitasking, and a configurable single view.

Omni-Channel

Support customers across phone, messaging, chat, web, email, in-person, and social media.

Customer Central

Show agents internal and external customer data together to boost productivity.

Advanced Work Assignment

Automatically route work to the best agent based on criteria or affinity with the case.

Case Management

Manage interactions and SLAs, model account relationships, and support outsourced service.

Guided Decisions

Help agents resolve cases with contextual next best action recommendations.

Predictive Intelligence

Use machine learning to route issues, recommend solutions, and identify trends.

Workforce Optimization

Improve channel, schedule, and quality management, all in one dashboard.

Process Optimization

See how work flows through your organization to maximize process efficiencies.

Engagement Messenger

Embed rich self-service experiences in third-party web sites via configuration.

Self-Service

Drive self-service from a portal integrated with knowledge, service catalogs, communities, and chatbots.

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

Knowledge Management

Provide instant access to relevant knowledge for customers and the agents who serve them.

Communities

Connect customers and employees with their peers to find answers and solve problems.

Field Service Management

Create and manage work orders based on technician skills, availability, and inventory.

Visual Workflow and Automation

Automate service processes, tasks, and assignments with Flow Designer and Integration Hub.

Proactive Customer Service Operations

Monitor your customers’ products and services to identify issues proactively and fix them quickly.

Industry Data Models

Model households, business locations, accounts, contacts, and their relationships.

Service Management for Issue Resolution

Identify, diagnose, and permanently resolve customer issues.

Customer Project Management

View your entire project lifecycle and empower customers and agents to manage tasks.

Visual Task Assignment

Assign customer requests and tasks to other departments with visual task boards.

Mobile Agent

Manage cases on the go with a consumer-style app using native device features.

Walk-Up Experience for Customer Service

Boost customer satisfaction by providing an efficient in-person service experience.

Performance Analytics

Unlock insights to anticipate trends, prioritize resources, and improve service.

Reports and Dashboards

Generate and distribute customized reports and dashboards on demand.

Surveys

Use surveys to measure voice of the customer and stay current with customer concerns.

Continual Improvement Management

Initiate and track improvements across the enterprise by aligning people, processes, and data.

Outsourced Customer Service

Manage onboarding, work routing, and data access for outsourced providers.

Service Owner Workspace

Manage and optimize IT services from a single, centralized application.

Vendor Manager Workspace

Manage and optimize vendor services from a single destination.

Customer Service Management integrations

Customer Service Management easily integrates with partner and third-party applications, including CTI software and telephony platforms.

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Automate work across departments with customer workflows

Reimagine the customer experience

Scale service operations and increase customer satisfaction with connected digital workflows that automate work across departments.

Choose a package

Find the Customer Service Management package that works for your business.

Standard

(17)
  • 25 custom tables
  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Customer Central
  • Visual Workflow and Automation
  • Self-Service
  • Knowledge Management
  • Communities
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Mobile Agent
  • Advanced Work Assignment2, 5
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Engagement Messenger
  • Proactive Customer Service Operations3
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Playbooks for Customer Service
  • Guided Decisions
  • Industry Data Models
  • Outsourced Customer Service
  • Customer Project Management4
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimization
  • Process Optimization

Professional

(29)
  • 100 custom tables
  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Customer Central
  • Visual Workflow and Automation
  • Self-Service
  • Knowledge Management
  • Communities
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Mobile Agent
  • Advanced Work Assignment5
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Engagement Messenger
  • Proactive Customer Service Operations3
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Playbooks for Customer Service
  • Guided Decisions
  • Industry Data Models
  • Outsourced Customer Service
  • Customer Project Management4
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Management Workspace
  • Workforce Optimization
  • Process Optimization

Enterprise

(31)
  • 1,000 custom tables
  • Agent Workspace
  • Case Management
  • Omni-Channel1
  • Customer Central
  • Visual Workflow and Automation
  • Self-Service
  • Knowledge Management
  • Communities
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Mobile Agent
  • Advanced Work Assignment
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Engagement Messenger
  • Proactive Customer Service Operations3
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Playbooks for Customer Service
  • Guided Decisions
  • Industry Data Models
  • Outsourced Customer Service
  • Customer Project Management4
  • Continual Improvement Management
  • Service Owner Workspace
  • Vendor Manager Workspace
  • Workforce Optimization
  • Process Optimization

1 Messaging (part of Omni‑Channel) is included in the Professional package.
2 Agent Affinity (part of Advanced Work Assignment) is included in the Professional package.
3 IT Operations Management is needed for Proactive Customer Service Operations
4 Project Portfolio Management is needed for Customer Project Management.
5 Shift‑Based Assignment (part of Advanced Work Assignment) is included in the Enterprise Package.
6 Field Service Management is licensed separately.