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Customer Service Management (CSM)

Reduce costs while delivering frictionless customer service. Automate issue resolution and enable smart self-service. Empower agents with real-time information and intelligence.

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Customer Service Management

Built on the Now Platform

Customer Service Management (CSM) includes powerful platform capabilities so you can resolve issues quickly and simplify the customer experience. Transform your business with a single, unifying platform for digital business.

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Customer Service Management

Role-based apps for Customer Service Management

Add continuous value to the business no matter what role you fill. Find cost reductions and efficiencies across your organization while you innovate and improve the customer experience.

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Customer Service Management

Dig deeper into Customer Service Management

Discover more about Customer Service Management (CSM) and how it can transform your business and contribute to successful outcomes. See how other companies have taken customer service to the next level.

Customer Service Management

Packages and pricing

Get the tools you need most with the package that meets your business needs and goals. Then put them to work, empowering your teams to deliver effortless customer experiences while reducing costs.

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Get Data Sheet

Go beyond traditional solutions and deep dive into the power of Customer Service Management. Read insights from your peers.

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Read Brief

Transform customer service digitally to get the best customer experience. Bring front, middle, and back office ops together to solve customer issues fast.

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See Latest Release

Improve customer satisfaction by launching new technology services. Build better customer experiences with the latest apps and features.

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Speed issue resolution

If work doesn't flow efficiently among departments, streamline operations across your front, middle, and back office. Automate tasks and provide transparency to everyone involved. Use AI to identify and remove bottlenecks.

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Enable self-service across channels

Provide support on a broad range of requests, when and how your customers want it. Automate request resolution, deliver answers quickly through an AI-powered chatbot, and reduce customer effort.

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Empower agents with real-time data

Help your agents resolve cases quickly with intelligent guidance, and effectively manage issues that impact multiple customers. Increase agent productivity and allocate resources efficiently.

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Featured apps and capabilities for Customer Service Management

Self-Service

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

Workforce Optimization

Manage teams effectively with real-time visibility into agent scheduling and performance.

Process Mining

Improve outcomes by optimizing process flows to streamline work.

Now Assist

Accelerate productivity with generative AI experiences on the Now Platform.

Virtual Agent

Resolve issues fast with an intelligent chatbot that understands simple, human language

Guided Decisions

Help agents resolve cases with contextual next best action recommendations.

Predictive Intelligence

Simplify and accelerate everyday work with built-in machine learning.

Engagement Messenger

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

Omnichannel

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

Workspaces

Improve agent efficiency with a single workspace built to facilitate resolutions.

Case Management

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

Service Model Foundation

Model service organization structures and their relationships to meet your business needs.

Advanced Work Assignment

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

Service Management for Issue Resolution

Identify, diagnose, and permanently resolve customer issues.

Knowledge Management

Improve business efficiency with easy knowledge sharing and collaboration.

Task Intelligence

Boost agent efficiency and customer satisfaction with intelligent service automation.

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Do more with Customer Service Management

Combine Customer Service Management with other products and apps to create a powerhouse customer experience platform. Reduce customer effort and improve your bottom line.

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“ServiceNow Customer Service Management has all the functionality we need out of the box to streamline services and unlock greater transparency.”

Martha Merk

Associate Director, Business Partner Shared Services

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Explore further

Dive in to overview articles on a variety of topics related to Customer Service Management.

How to get pricing

Learn about pricing and options for CSM, as well as the value you can realize. Reach out to get guidance from a ServiceNow expert.

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Discover the Now Platform®

The Now Platform is ServiceNow's powerful cloud application platform. It lets you link real-time data with activities, tasks, and processes to achieve better work outcomes.

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Actionable insights

Get work done faster with AI-powered experiences. Give everyone in your organization the info they need to make smarter decisions and improve business processes.

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Automated business processes

Connect teams with end-to-end digital workflows. Remove bottlenecks by automating manual processes with a simple, drag-and-drop interface.

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Intelligent chatbot

Make it easy for employees and customers to get what they need, when they need it. Answer questions, resolve common issues, and kick off workflows instantly with a virtual assistant.

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Security lives at the center of all we do

Data security is critical to your business. The Now Platform arms you with the tools and processes you need to improve your security posture. We also help you adhere to regulatory compliance to keep sensitive data safe.

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Certified integrations

Integrate easily with partner and third-party applications, including CTI software and telephony platforms.

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Combine the Now Platform with 3CLogic to create a complete omnichannel experience.

3CLogic

Deliver more effective service informed through comprehensive customer profiles with the integration of ServiceNow and Adobe Experience Platform.

Adobe

Power up your customers’ experience with the DaVinci platform by enabling ServiceNow with voice, chat, and text capabilities.

MC Technology

Achieve maximum use from both platforms with a seamless, powerful integration of ServiceNow and Cisco Contact Center.

Bucher + Suter AG

Provide augmented reality remote support to service management teams for enhancing the customer, employee, and field staff experiences.

CareAR

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Connect with us to start creating experiences that build loyalty and improve the bottom line.

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VP of service operations

Discover new ways to enhance your end users’ experience and reduce costs through self-service and automation. Streamline operations by coupling AI-driven process optimization with workflows across departments.

Workforce Optimization

Empower your workforce with the skills they need to deliver seamless customer service and experiences.

Process Mining

Simplify work and increase efficiency by uncovering bottlenecks in business processes.

Omnichannel

Enable customers to interact with your organization in the ways that are most convenient for them.

Customer service manager

Empower agents and boost their productivity with real-time information. Enable them to address customer needs quickly, transparently, and proactively to provide an effortless experience.

Workforce Optimization

Gain real-time visibility across channels and work so you can manage for optimal performance.

Process Mining

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

Self-Service

Enable customers to achieve outcomes through automated self-service across channels.

Agent or service rep

Serve your customers from a single, integrated workspace. Resolve issues faster, enabled by intelligent guidance and visibility across the case lifecycle.

Playbooks for Customer Service Management

Proactively solve issues and deflect calls with early detection of trending problems.

Workspaces

Increase productivity with guided resolution, multitasking, and a unified CSM configurable view.

Task Intelligence

Work smarter and improve customer experiences through automated task creation, triage, and investigation.

Administrator

Make case management and customer service more efficient with out-of-the-box workflows. Involve citizen developers with low-code and no-code custom service apps.

Performance Analytics

Identify areas where automation and self-service can increase efficiency and reduce costs to deliver great experiences.

Predictive Intelligence

Let employees focus on more meaningful work by powering your workflows with machine learning.

Virtual Agent

Leverage an AI-powered chatbot to design conversations that help employees and customers resolve issues and get what they need when they need it.

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Connect with us to start creating experiences that build loyalty and improve the bottom line.

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Featured resources

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Data sheet

Customer Service Management
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Solution briefs
Ebooks
Webinars

What the industry experts are saying

See why customer-centricity, higher-quality digital experiences, and employee-facing AI are helping industries stay ahead.

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Look who’s winning with ServiceNow

See how other companies improve the customer experience through automation, monitoring, and more.

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CCEP centralizes support for shared services onto a single platform.

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Read Story

Xerox improves remote resolution rates by 10%.

Find Out How
Find Out How

Lloyds resolves over 91% of payment exceptions through automation.

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7-Eleven boosts case resolution rates by 205% and trims response times 75%.

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Read Story

South Dakota modernizes citizen services to deliver frictionless experiences.

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Find Out How/span>

Rogers Communications gains forensic-level insight into its customers.

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Get Case Study

Explore further

Dive in to overview articles on a variety of topics related to Customer Service Management.

Talk to an expert

Connect with us to start creating experiences that build loyalty and improve the bottom line.

Contact Us

Discover the business value

Use our interactive calculator to project the value your organization can achieve from a ServiceNow solution. Envision the solution’s impact and estimate potential savings you could realize for your company.

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Choose a package

Find the CSM package that works for your business.

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Standard

For growing businesses that need to create impact with confidence.

Innovate using these foundational apps and features:

  • Agent Workspace
  • Case Management
  • Omnichannel1
  • Self-Service
  • Knowledge Management
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment2, 4
  • Engagement Messenger
  • Digital Portfolio Management
Professional

For teams and companies that need to manage CSM and deliver effectively.

Extend your transformation with additional apps and capabilities, including:

  • Proactive Customer Service Operations3
  • Task Intelligence
  • Performance Analytics
  • Virtual Agent
  • Outsourced Customer Service
  • Continual Improvement Management
  • Vendor Management Workspace
  • DevOps
  • Now Assist for CSM5
  • Agent Workspace
  • Case Management
  • Omnichannel1
  • Self-Service
  • Knowledge Management
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment2, 4
  • Engagement Messenger
  • Digital Portfolio Management
Enterprise

For strategic partners looking for our decades of CSM experience to help them meet their goals.

In addition to all that are listed in the first and second columns, add these apps and capabilities:

  • Workforce Optimization
  • Process Mining
  • Now Assist for CSM5
  • Agent Workspace
  • Case Management
  • mnichannel1
  • Self-Service
  • Knowledge Management
  • Walk-Up Experience for Customer Service
  • Service Management for Issue Resolution
  • Advanced Work Assignment2, 5
  • Engagement Messenger
  • Digital Portfolio Management
  • Proactive Customer Service Operations3
  • Task Intelligence
  • Performance Analytics
  • Virtual Agent
  • Outsourced Customer Service
  • Continual Improvement Management
  • Vendor Management Workspace
  • DevOps

1 Messaging (part of Omnichannel) 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 Shift‑Based Assignment (part of Advanced Work Assignment) is included in the Enterprise Package.

5 Now Assist is not included as part of the core package unless purchased in addition to the product.

Accelerate time to value

See how you can get CSM up and running faster with one of our ServiceNow Impact packages. Our experts and services help you achieve business outcomes fast, boost team skills, and innovate quickly to meet the demands of today’s economic landscape.

Reach ROI Fast

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