Customer Service Management

Forrester reveals the ROI of ServiceNow Customer Service Management.

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Customer Service Management
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Elevate your customer service from request to resolution

Great service means more than just engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

Be a customer service superstar

Increase customer satisfaction

Provide personalized self-service options and automate common customer requests.

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Boost efficiency

Fix issues faster and minimize costs by connecting customer service with field service and other departments.

See What Leaders Do

Improve products and services

Analyze trends and monitor products and services to identify issues and preemptively notify customers.

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Be a customer service superstar

Increase customer satisfaction

Provide personalized self-service options and automate common customer requests.

View Economic Impact

Boost efficiency

Fix issues faster and minimize costs by connecting customer service with field service and other departments.

See What Leaders Do

Improve products and services

Analyze trends and monitor products and services to identify issues and preemptively notify customers.

Read Case Study

Don’t just take our word for it

See how companies like yours use Customer Service Management to deliver exceptional customer service experiences.

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Simplify Customer Service
Technology

Epicor consolidates 60+ CRM and portal systems

With a single global support platform for 20,000 customers, Epicor realized $11.4M in economic impact.

Simplify Customer Service
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Government

Tennessee shrinks assignment times by 100%

The State of Tennessee cut case assignment times from 36 hours to 8 minutes and re-energized its staff.

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Find Out How
Manufacturing

Broadcom replaces 18 apps

Broadcom integrated multiple acquisitions into a single platform to simplify the customer experience.

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Healthcare

Trimedx manages and services 1.7 million devices

With ServiceNow as an operations hub, Trimedx improved speed to market and trend prediction.

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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.

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Agent Workspace

Enhance agent productivity with multitasking, integrated solutions, and an optimized layout.

 
 

Case and Major Issue Management

Manage customer interactions and visually track activities, case status, and SLAs.

 
 

Intelligent Routing

Automatically assign cases and work orders based on skills, availability, and location.

 
 

Omni-Channel

Integrate telephony systems and support customers across web, phone, chat, email, and social media.

 
 

Customer Data Management

Give agents a view of accounts, contacts, entitlements, contracts, products, assets, and install base.

 
 

Visual Task Assignment

Assign customer requests and tasks to other departments with visual task boards.

 
 

Visual Workflow and Automation

Automate assignments, tasks, and service processes with a simple drag-and-drop interface.

 
 

Self-Service

Drive self-service with Knowledge Management, Communities, Service Catalog, and Service Portal.

 
 

Surveys

Use surveys to measure voice of the customer and stay current with customer concerns.

 
 

Field Service Management

Create and manage work orders based on technician skills, availability, and inventory.

 
 

Service Management for Issue Resolution

Identify, diagnose, and permanently resolve customer issues.

 
 

Reports and Dashboards

Generate and distribute customized reports and dashboards on demand.

 
 

Agent Intelligence

Resolve issues faster and increase agent efficiency using machine learning.

 
 

Performance Analytics

Analyze trends with KPIs, metrics, and role-based dashboards for customer service.

 
 

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

 
 

Operations Management

Track service health with Event Management, Discovery, and Operational Intelligence.

 
 

Financial Modeling

Gain visibility into expenses by connecting real costs to service users and consumption.

 
 

Project Portfolio Management

Manage your entire project lifecycle and program portfolio.

 
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Built on the Now Platform®

Customer Service Management includes powerful platform capabilities so you can quickly build and deliver apps to accelerate your digital transformation.
Explore the Platform
Delightful user experiences Provide a modern experience with personalized mobile apps, self-service portals, and contextual collaboration.
Custom applications Enable anyone in your organization to quickly extend Customer Service Management or build custom business apps.
Intelligent automation Use machine learning and AI-powered chatbots to make work easier and more efficient.

Customer Service Management integrations

Customer Service Management easily integrates with partner and third-party applications.

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3CLogic
Enhance efficiency with an integrated communication platform (CTI, IVR, ACD, skills-based routing).
AnswersAnywhere
Continuously optimize knowledge used by field service organizations with Knowledge-as-a-Service.
Audetemi
Capture, create, track, and resolve field service requests with an advanced mobile application.
Bright Pattern
Integrate voice, messaging apps, chat, email, video, and SMS with ServiceNow.
BuildOn Claims
Manage the claims lifecycle and gain real-time visibility with an end-to-end claims management system.
Covisint
Enable bi-directional integration from IoT devices to ServiceNow Event Management.
Five9
Integrate ServiceNow with industry leading ACD, IVR, CTI, and predictive dialer functionality.
Glance
See what your customers see with integrated co-browse, screen share, mobile app sharing, and video.
InGenius
Connect Avaya, Cisco, and Genesys into ServiceNow with screen pop, click-to-dial, and call logging.
Jitterbit
Connect ServiceNow to Salesforce, Jira, and others using pre-built recipes.
MobileForce
Combine ServiceNow with apps like Salesforce into a single pane of glass for field service users.
Screenmeet
Perform co-browse and remote control of a customer's device directly from within the ServiceNow Case.
SynQ
Integrate ServiceNow with cloud and on-premises systems using prebuilt connectors.
Talkdesk
Deploy cloud-based call center software with advanced features and comprehensive reporting.
Totango
Make smarter decisions based on relevant customer information on support tickets.
Vidyo
Engage customers using high quality video, audio, and screen share from within your ServiceNow Case.
Voicefoundry
Integrate ServiceNow with Amazon's ground-breaking telephony platforms.
Workato
Connect to 150+ business apps in minutes, including Salesforce, Jira, Oracle, and more.
ServiceNow Store
Browse other available integrations for Customer Service Management.

We play nice with existing software

Customer Service Management easily integrates with partner and third‑party applications.

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Resources

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Data Sheets
Data Sheets
Analyst Reports
Analyst Reports
Webinars
Webinars
eBooks
eBooks

Choose a package

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

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Standard

(12)
  • Agent Workspace
  • Case and Major Issue Management
  • Intelligent Routing
  • Omni-Channel
  • Customer Data Management
  • Visual Task Assignment
  • Visual Workflow and Automation
  • Self-Service
  • Surveys
  • Field Service Management
  • Service Management for Issue Resolution
  • Reports and Dashboards
  • Agent Intelligence
  • Performance Analytics
  • Virtual Agent

Professional

(15)
  • Agent Workspace
  • Case and Major Issue Management
  • Intelligent Routing
  • Omni-Channel
  • Customer Data Management
  • Visual Task Assignment
  • Visual Workflow and Automation
  • Self-Service
  • Surveys
  • Field Service Management
  • Service Management for Issue Resolution
  • Reports and Dashboards
  • Agent Intelligence
  • Performance Analytics
  • Virtual Agent

Licensed Separately

(3)
  • Operations Management
  • Financial Modeling
  • Project Portfolio Management
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