Customer Service Management

ServiceNow Customer Service Management (CSM) is a cloud-based software platform that helps organizations to manage their customer service operations more effectively. It provides a single platform for managing customer interactions across multiple channels, including email, phone, chat, social media, and self-service portals.

ServiceNow CSM allows organizations to centralize their customer service operations, enabling agents to access all relevant information and context about a customer and their interactions with the organization. This helps to provide a more personalized and effective customer service experience, as agents can quickly understand the customer's needs and history with the organization.

CSM Includes Several Features and Capabilities

IT Operations Management (ITOM) functions can vary depending on the organization and its specific needs.

Omnichannel support::

ServiceNow CSM supports multiple channels for customer interactions, including email, phone, chat, social media, and self-service portals, allowing customers to choose the channel that works best for them.

Case Management:

ServiceNow CSM enables agents to create and manage customer service cases, providing workflows and automation to ensure that cases are resolved efficiently and effectively.


ServiceNow CSM provides self-service capabilities for customers, allowing them to find answers to their questions, request support, and track the status of their cases.

Knowledge Management:

ServiceNow CSM includes a knowledge base for storing and sharing information, allowing agents and customers to quickly find answers to common questions.

Analytics and Reporting:

ServiceNow CSM provides analytics and reporting capabilities to help organizations track customer service performance and identify areas for improvement.

Overall, ServiceNow CSM helps organizations to improve their customer service operations, providing a more personalized and efficient customer service experience that can help to increase customer satisfaction and loyalty.

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