Customer Service Management

Forrester reveals the ROI of ServiceNow Customer Service Management.

Great service means more than just engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

Elevate your customer service from request to resolution.

Don’t just take our word for it

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

Technology

Customer service productivity up 45%

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

Government

Assignment times shrink by 100%

The State of Tennessee cut case assignment times from 36 hours to 8 minutes and re-energized its staff.

Healthcare

Managing and servicing 1.7 million devices

With ServiceNow as an operations hub, TRIMEDX improved speed to market and trend prediction.

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.

Agent Workspace

Enhance agent productivity with multitasking, integrated solutions, and an optimized layout.

Case Management

Manage customer interactions and visually track activities, case status, and SLAs.

Predictive Intelligence

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

Omni-Channel

Integrate telephony systems and support customers across web, phone, chat, email, and social media.

Visual Workflow and Automation

Automate assignments, tasks, and service processes with a simple drag-and-drop interface.

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.

Field Service Management

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

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.

Proactive Customer Service Operations

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

Customer Service Management Mobile App

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

Service Management for Issue Resolution

Identify, diagnose, and permanently resolve customer issues.

Major Issue Management

Deliver proactive service by identifying trends and notifying likely affected customers.

Advanced Work Assignment

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

Customer Data Management

Give agents a view of accounts, contacts, entitlements, contracts, products, assets, and install base.

Visual Task Assignment

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

Surveys

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

Reports and Dashboards

Generate and distribute customized reports and dashboards on demand.

Performance Analytics

Analyze trends with KPIs, metrics, and role-based dashboards for customer service.

Customer Project Management

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

Continual Improvement Management

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

ServiceNow customer service management capabilities

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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Choose a package

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

Standard

(15)
  • Agent Workspace
  • Case Management
  • Omni-Channel
  • Visual Workflow and Automation
  • Self-Service
  • Knowledge Management
  • Communities
  • Service Management for Issue Resolution
  • Customer Service Management Mobile App
  • Major Issue Management
  • Advanced Work Assignment*
  • Customer Data Management
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Proactive Customer Service Operations
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Customer Project Management
  • Continual Improvement Management

Professional

(21)
  • Agent Workspace
  • Case Management
  • Omni-Channel
  • Visual Workflow and Automation
  • Self-Service
  • Knowledge Management
  • Communities
  • Service Management for Issue Resolution
  • Customer Service Management Mobile App
  • Major Issue Management
  • Advanced Work Assignment*
  • Customer Data Management
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Proactive Customer Service Operations
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Customer Project Management
  • Continual Improvement Management

Licensed Separately

(3)
  • Field Service Management
  • IT Operations Management**
  • Project Portfolio Management***

* Routing work to the best agent based on affinity with the case is included in the Professional package.
** IT Operations Management is needed for Proactive Customer Service Operations
*** Project Portfolio Management is needed for Customer Project Management
// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

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