Customer Service Management
Packages
Resolve issues quickly, delight customers, and control
operating costs with the CSM package and pricing plan that works for
you.Get a Custom Quote
CSM Standard
For growing businesses that need to create impact with
confidence.
Includes:
Agent WorkspaceCase ManagementOmnichannel (1)Self-ServiceKnowledge ManagementWalk-Up Experience for Customer ServiceService Management for Issue ResolutionAdvanced Work Assignment (2,4) Engagement MessengerDigital Portfolio Management
CSM Professional
For businesses planning to use AI and built-in analytics to boost
self-service and
increase productivity.
Includes CSM Standard, and:
Proactive Customer Service Operations (3)Task IntelligencePerformance AnalyticsVirtual AgentsOutsourced Customer ServiceContinual Improvement ManagementVendor Management WorkspaceDevOpsMOST
POPULAR
CSM Pro Plus
Add on to CSM Professional
Includes:
AI Agent StudioAI Agent analyticsAI Agent OrchestratorNow Assist in AI SearchNow Assist in Virtual AgentCase summarizationChat summarizationResolution notes generationEmail reply recommendation
CSM Enterprise
For enterprises that want to enhance their people, processes, and
technology to
increase efficiency and reduce costs.
Includes CSM Standard and Pro, and:
Workforce OptimizationProcess Mining
CSM Enterprise Plus
Add on to CSM Enterprise
Includes:
AI Agent StudioAI Agent analyticsAI Agent OrchestratorNow Assist in AI SearchNow Assist in Virtual AgentCase summarizationChat summarizationResolution notes generationEmail reply recommendation
See Disclaimers
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.
Put AI agents to work for CSM
ServiceNow AI Agents are ready to expand productivity across every corner of your business. Our AI agents don’t just assist, they act on your behalf.Learn MoreExplore ServiceNow AI
Compare Features
CSM StandardCSM ProCSM EnterpriseAgent WorkspaceImprove agent efficiency with a single
workspace built to facilitate resolutions.Learn MoreCase ManagementAdd-onOmnichannelSelf-ServiceKnowledge ManagementImprove business efficiency with easy
knowledge sharing and collaboration.Learn MoreWalk-Up Experience for Customer ServiceBoost customer satisfaction with an efficient
in-person or remote CSM support experience.Learn MoreService Management for Issue ResolutionEngagement MessengerDigital Portfolio ManagementMake informed decisions with a unified view of
services, products, and apps.Learn MoreAdvanced Work AssignmentsAgent AffinityShift-Based AssignmentProactive Customer Service OperationsWith ITOM With ITOM Task IntelligenceBoost agent efficiency and customer
satisfaction with intelligent service automation.Learn MorePerformance AnalyticsAnticipate trends, prioritize resources, and
continuously improve with real-time analytics.Learn MoreVirtual AgentResolve issues fast with an intelligent
chatbot that understands simple, human language.Learn MoreOutsourced Customer ServiceContinual Improvement ManagementInitiate and track improvements across the
enterprise by aligning people, processes, and data.Learn MoreVendor Management WorkspaceManage and optimize vendor services from a
single destination.Learn MoreDevOpsBring IT operations and development together
while taking the risk out of going fast.Learn MoreNow Assist for CSMFor an additional feeFor an additional feeWorkforce OptimizationManage teams effectively with real-time
visibility into agent scheduling and performance.Learn MoreProcess MiningImprove outcomes by optimizing process flows
to streamline work.Learn MoreServiceNow AI Platform Core
CapabilitiesAI Search
AI Search
Provide personalized, relevant, and actionable
search results to employees and customers.Learn MoreBenchmarks
Benchmarks
Gauge your service performance using the
industry's largest anonymized customer data set.Learn MoreChatEmployee Center
Employee Center
Provide a single, unified portal for service
delivery across the enterprise.Learn MoreConfiguration Management Database (CMDB)
Configuration Management Database (CMDB)
Track the dependencies and relationships of
supported IT services to maintain continuity.Learn MoreCommon Services Data Model (CSDM)
Common Services Data Model (CSDM)
Learn MoreKnowledge Management
Knowledge Management
Improve business efficiency with easy
knowledge sharing and collaboration.Learn MoreMobile Agent
Mobile Agent
Make it easy for agents to triage, act on, and
resolve requests on the go.Learn MoreNow Mobile
Now Mobile
Find answers, get help, and make requests
across departments from a single, native mobile app.Learn MoreReports and DashboardsService Catalog
Service Catalog
Improve self-service by offering products and
services through a modern, user‑friendly storefront.Learn MoreService Level Management
Service Level Management
Manage provider-customer commitments to meet
or exceed service levels.Learn MoreSurveys and Assessments
Surveys and Assessments
Drive continual service improvement with
feedback and assessment results for any service.Learn MoreWorkspaces
Workspaces
Improve agent efficiency with a single
workspace built to facilitate resolutions.Learn More
Innovate with ServiceNow
Millions of users around the globe rely on ServiceNow
workflows to make work better for everyone.99%customer satisfaction, up from 80%55%reduction in service caseloads200%year-over-year increase in self-service
Talk with an expert
Connect with our product experts to arrange a custom demo. See how CSM can work in your organization.
Schedule a Demo