Resolve issues quickly, delight customers and control operating costs with the CSM package and pricing plan that works for you.
CSM
Overview
Plans and Packages
Getting Started
Customer Service Management
Packages
Resolve issues quickly, delight customers and control operating costs with the CSM package and pricing plan that works for you.
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CSM Advanced
Agentic workflows that automate customer service operations, working side by side with your team.
Includes:
Agentic Workflows for Customer Service
Now Assist Powered Virtual Agent
Customer and Partner Portals
Case Management and Playbooks
Agent Workspace with Unified Omnichannel
Advanced Work Assignment
Partner and Outsourced Provider Management
CRM Foundation
RECOMMENDED
CSM Prime
AI Specialists that independently resolve customer issues, make decisions and optimise outcomes.
Includes Advanced, and:
AI Specialists
Workforce Optimization
1 All packages include unlimited Virtual Agent conversations.
2 App Engine Starter tables are for configuring packaged applications.
Put AI agents to work for IT
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.
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CSM Advanced
CSM Prime
AI Agents and Skills
AI Agents for Customer Service
Reduce manual effort across the case lifecycle with autonomous agents that handle case creation, triage, research, troubleshooting and resolution.
Conversational Summarisation and Wrap-Up
Skip the note-taking and move to the next interaction faster with auto-generated summaries for chats, calls, cases and emails.
Intelligent Case Triage and Routing
Let AI-driven triage extract entities, validate context, identify issues and route cases to the right team before an agent touches them.
Sentiment Analysis and Escalation Insights
Experience real-time sentiment tracking across cases and interactions, with automatic escalation triggers and trending driver analysis.
AI-Powered Recommendations
Get smart suggestions for resolution steps, knowledge articles, service offerings and email responses — all provided in the agent workspace contextually.
Trending Topics and Operational Insights
Use AI-surfaced trends, historical pattern detection and field-level analytics to help spot emerging issues before they scale.
CSM Capabilities
Omnichannel Customer Engagement
Meet customers on any channel (voice, SMS, chat, web, portal) with unified routing and conversation history.
Agent Workspace
Gain a single pane of glass with contextual intelligence, guided decisions and recommended actions.
Case Management and Playbooks
Maintain consistent resolution every time with structured workflows for complaints, onboarding, product support and RMA/returns.
Advanced Work Assignment
Match every case to the right agent automatically through skills-based routing and intelligent assignment.
Customer and Partner Portals
Deliver self-service experiences for customers and partners with embeddable web components and configurable templates.
Entitlements and Service Contracts
Verify customer entitlements in real time and enforce service-level commitments tied to contracts, portfolios and service offerings.
Appointment and Schedule Management
Let customers book appointments conversationally, with agent scheduling and workforce optimisation built in.
Partner and Outsourced Provider Management
Extend service delivery to partners and third-party providers with full visibility and SLA tracking.
Customer Project Management
Track and manage customer-facing projects, onboarding milestones and deliverables from within CSM.
Business Organisation Modelling
Model your physical locations, branches, stores and organisational hierarchies to align service delivery with how your business operates.
Native Voice
Bring voice into the agent workspace without third-party middleware through built-in telephony integration with open-frame CTI support.
Conversational Messaging
Use conversational capabilities across SMS and messaging channels for smarter, context-aware customer interactions.
Configuration and Decision Management
Enable rules engine and decision builder for dynamic service request criteria, configuration rules and guided workflows.
Workforce Optimization
Balance workload and maximise team performance with channel management, agent scheduling and resource matching.
Platform Capabilities
AI Control Tower
Take control of any AI from a central intelligent hub.
AI Agent Fabric
Connect third-party AI agents and tools to enhance agentic workflow orchestration.
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Workflow Data Fabric
Turn data into AI-powered action with end-to-end governance.
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AI Search
Provide personalised, relevant and actionable search results to employees and customers.
Benchmarks
Gauge your service performance using the industry's largest anonymised customer data set.
Chat
CMDB
Optimise service operations with a unified, cloud-based platform across operations and service management.
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CSDM
Raise the bar on service delivery with a single data model for enterprise workflows.
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Knowledge Management
Promote self-service with a single source for knowledge across the organisation.
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Mobile Agent
Make it easy for agents to triage, act on and resolve requests on the go.
Now Mobile
Keep users informed and engaged anytime, anywhere with intuitive mobile apps.
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Reports and Dashboards
Service Catalog
Improve self-service by offering products and services through a modern, user-friendly storefront.
Service Level Management
Manage provider-customer commitments to meet or exceed service levels.
Surveys and Assessments
Drive continual service improvement with feedback and assessment results for any service.
Workspaces
Workflow Automation
Streamline your workflows to reduce costs, increase productivity and eliminate repetitive tasks.
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Application Development
Empower anyone to quickly extend solutions or build custom business apps.
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Predictive Intelligence
Reduce manual work with built-in machine learning that categorises, routes and prioritises work.
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App Engine Starter
Build and extend custom applications on the ServiceNow platform with low-code tools.
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RaptorDB Standard
Accelerate workflow performance at scale with a high-performance database purpose-built for ServiceNow.
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Agent Miner
Analyse agent interactions to discover automation opportunities and optimise service delivery.
Universal Request Pro
Route complex requests across departments with advanced workflows and cross-team coordination.
Mobile Publishing
Publish and manage branded mobile app experiences for employees, customers and field workers.
Process Mining
Uncover hidden inefficiencies by mapping how work actually flows.
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Platform Analytics
Anticipate trends, prioritise resources and continuously improve with real-time analytics.
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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 caseloads
200%
year-over-year increase in self-service
Talk to an expert
Connect with our product experts to arrange a custom demo. See how CSM can work in your organisation.
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