CRM Overview Service Solution Sales Solution
solution Autonomous CRM for Service Connect agents, field technicians, and the back office on one AI-powered platform—so customers get fast resolutions and teams make every interaction count. View Demo
Deliver faster resolutions.
Build lasting loyalty. Elevate Self Service
Give customers the power to resolve AI chat and personalized self-service help customers resolve issues 24/7—no waiting, no transfers, no hassle. Watch Demo Explore Product
Contact Center
Modernize contact center operations Empower service reps with a unified AI-powered desktop integrated with CCaaS providers for seamless customer interactions and effortless resolution across the front-, middle- and back-office. Explore Contact Center
Activate Every Agent
Set up agents and technicians to succeed AI triages cases, executes playbooks, and guides your team to close cases faster. Watch Demo Explore Product
Accelerate Resolutions
Get to resolution without the runaround AI agents automate tasks, route work, and surface bottlenecks so problems are solved quicker. Watch Demo Explore Product
Automate Handoffs
Turn disconnected work into seamless coordination Tasks route to the right teams automatically and trigger actions across systems simultaneously—no delays. Watch Demo Explore Product
Act on Everything
One platform. Complete visibility. Instant action. A live view of every case, crew, and asset—with AI that moves work across teams before issues escalate. Watch Demo Explore Product
Explore ServiceNow products Customer Service Management Resolution that's fast for customers and effortless for every team, driven by AI-led self-service. Explore Product Field Service Management From predicting issues to assigning the right tech, FSM eliminates costly repeat visits and reactive fixes. Explore Product
Ebook Earning customer loyalty in the AI era Empower customers to get answers fast, increase team capacity, and deliver first-time fixes. Download Ebook
Industry leaders rely on ServiceNow 7x faster resolution time for cases Video CTA Learn More 1 minute average case resolution time, down from 4.6 hours Video CTA Learn More 130% productivity improvement in Field Service Management Video CTA Learn More 35% decrease in case resolution time using AI Video CTA Learn More 3M customer support calls deflected annually Video CTA Learn More
See why the world’s leading organizations choose ServiceNow Leader for 2nd year in the Gartner® Magic Quadrant™ for the CRM Customer Engagement Center, 2025 Video CTA Learn More Leaders category for worldwide AI-enabled Field Service Management Video CTA Learn More No. 1 ranking in ISG’s Buyers Guide™ for Field Service Management Video CTA Learn More ServiceNow named a leader in the Forrester Wave™: Customer Service Solutions, 2026 Video CTA Learn More
Unlock CRM insights Webinar Series Fix the broken customer experience Learn how adopting an AI-native CRM transforms customer service operations and lowers costs. Video CTA Watch Episode 2 Webinar Series Turn the last mile into a first-visit fix Discover how to turn FSM into a competitive advantage with Autonomous CRM. Video CTA Watch Episode 3 Comparison Guide Compare CRM models Check out how ServiceNow Autonomous CRM powered by AI stacks up against legacy models. Video CTA Find the Right Fit Blog Transform your service Three reasons a customer first approach drives business impact across sales, service, and marketing. Video CTA Read Blog
Let’s put AI to work for customers Connect with our product experts to arrange a custom demo and see how ServiceNow CRM solutions can work in your environment. Contact Us
Frequently asked questions Expand All Collapse All How does CRM help customer service?
CRM in customer service is software that manages customer interactions, cases, and support history so teams can resolve issues consistently across channels. Customer service is a critical CRM use case, while sales closes customers, service keeps them. CRM's role here is to drive customer loyalty, which often requires coordination beyond the contact center, across front, middle, and back office departments. A service CRM built as a system of action connects teams across the business and uses AI to complete the work required to resolve issues, not just track them.
How can a CRM improve customer service?
A CRM improves customer service by giving service reps full customer context in a single workspace, automating manual, repetitive work, and connecting the teams needed to resolve issues end to end. When service workflows are unified rather than siloed, organizations cut resolution times, reduce repeat contacts, and deliver more consistent experiences. AI agents extend this by powering personalized self-service across channels, triaging and summarizing cases, executing playbooks, and automating approvals, so service reps can focus on complex or urgent issues.
What is field service management?
Field service management is the coordination of an organization's field operations— scheduling, dispatch, work management, parts, and asset data—to complete jobs on-site. Strong field service depends on aligned capacity planning and mobile execution, so technicians arrive prepared with the right parts, tools, and context already in hand. ServiceNow® Field Service Management (FSM) dispatches every crew and part with agentic precision, guides technicians through first-time fixes, and connects into the back office as one enterprise motion. AI agents augment FSM by creating work orders, matching technicians to coverage gaps, adjusting for weather, and validating parts usage.
How do I choose the right field service management solution?
The right field service solution handles the full job lifecycle—from intake through closeout—on one platform, not a patchwork of point solutions that fragment data and create integration overhead. Key differentiators include a single data model shared across field and back-office teams, AI that acts inside workflows rather than sitting alongside them, and the ability to scale across employees and contractors without added complexity. ServiceNow is https://www.servicenow.com/workflow/crm/isg-overall-leader-field-service-management.html as a field service management leader.
How does a CRM connect customer service and field service teams?
A CRM connects customer service and field service teams by unifying case data, work orders, and technician schedules on one platform, so work routes automatically to the right team instead of stalling in handoffs. When a case needs an on-site visit, service reps can trigger a work order without leaving their workspace, and field updates flow back into the case in real time. ServiceNow connects these teams as one enterprise motion: AI agents route tasks, trigger actions across systems simultaneously, and give leaders a live view of every case, crew, and asset—cutting the repeat visits and delays that come from disconnected systems.