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Customer Service Management

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.

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.

TELECOMMUNICATIONS

Resolving 10,000 cases per month

Proximus standardized customer service delivery processes onto a single platform.

FINANCIAL SERVICES

Self-serving 66% of inquiries

Swiss Re monitors its premium software offering and manages customer issues.

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.

Case Management

Manage interactions and SLAs, model account relationships, and outsource service.

Agent Workspace

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

Omni-Channel

Support customers across web, phone, chat, messaging, 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.

Playbooks for Customer Service

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

Guided Decisions

Dynamically help agents resolve complex cases with contextual recommendations.

Predictive Intelligence

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

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.

Customer Service Management Mobile App

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.

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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ServiceNow latest release fuels business resilience

What’s new in the Paris release

Fuel business agility and resilience with the Now Platform Paris release. Drive growth, strengthen business continuity, and enhance employee productivity.

Slack

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Communicate transparently and reach resolution faster by connecting Slack in the Integration Hub.
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What’s next in digital transformation? Learn how ServiceNow is making work, work better.

Choose a package

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

Standard

(15)
  • 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
  • Customer Service Management Mobile App
  • Advanced Work Assignment2
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Proactive Customer Service Operations
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Playbooks for Customer Service
  • Guided Decisions
  • Industry Data Models
  • Outsourced Customer Service
  • Customer Project Management
  • Continual Improvement Management

Professional

(25)
  • Agent Workspace
  • Case Management
  • Omni-Channel
  • Customer Central
  • Visual Workflow and Automation
  • Self-Service
  • Knowledge Management
  • Communities
  • Walk-up Experience for Customer Service
  • Service Management for Issue Resolution
  • Customer Service Management Mobile App
  • Advanced Work Assignment2
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Proactive Customer Service Operations
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Playbooks for Customer Service
  • Guided Decisions
  • Industry Data Models
  • Outsourced Customer Service
  • Customer Project Management
  • Continual Improvement Management

Licensed Separately

(3)
  • Field Service Management
  • IT Operations Management3
  • Project Portfolio Management4
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
// 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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