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    • Customer Service Management
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    Home New York Customer Service Management Customer Service Management

    Customer Service Management

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    Customer Service Management

    Resolve complex issues end-to-end. Proactively fix problems and drive action to solve common requests more quickly and efficiently.

    Customer Service Management overview

    Delight customers with proactive service from issue to resolution

    Increase customer satisfaction while reducing costs by connecting customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end.

    Monitor trends and customers’ products and services to notify customers potentially affected by issues as well as proactively fix issues before customers know they have them.

    Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests using resources like the portal, service catalog, virtual agent, and online communities.

    View and download the full infocard for a highlight of Customer Service Management features.

    Make it easy for customers to engage
    Make it easy for customers to engage
    Provide effortless customer service across any channel at any time.
    Assign tasks across the enterprise
    Assign tasks across the enterprise

    Connect customer service with engineering, field service, finance, and other teams.

    Monitor for issues and create cases automatically
    Monitor for issues and create cases automatically
    Proactively monitor customers’ products and services and take action on potential issues and outages.
    Prevent future calls
    Prevent future calls
    Fix underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in ServiceNow Performance Analytics.
    Reduce case volume with self-service
    Reduce case volume with self-service
    Encourage customers to help themselves with a self-service catalog, communities, knowledge base, and portal.

    Make it easy for customers to engage

    Communication channels
    Give your customers the choice of connecting through email, phone, chat, social media, or mobile - anytime, anywhere, and from any device. Omni-channel advanced work assignment automatically assigns customer cases to the most appropriate agent based on availability, capacity, and skills.

    Assign tasks across the enterprise

    Visual Task Board
    Connect customer service to other departments with the visual task board, workflow, and automation to resolve cases quickly. Identify issues in customer service and assign them directly to field service, engineering, operations, finance, legal, and other departments and track those issues to resolution. Additionally, you’ll gain visibility to manage assets, projects, costs, and profitability when Customer Service Management is deployed with Asset Management, Project Portfolio Management, and Financial Management.

    Monitor for issues and create cases automatically

    Proactive customer service
    Proactively identify and alert your customers to possible issues and send preemptive alerts only to potentially affected customers, notifying them of a solution when available and preventing their need to contact customer service. With access to real-time operational health of customers’ products and services, agents receive alerts of potential issues before the customer is even aware.

    Prevent future calls

    Performance Analytics for CSM
    Monitor current and prior performance to identify areas for improvement using Performance Analytics for Customer Service Management. Analyze trends with Key Performance Indicators (KPIs), metrics, and role-based dashboards for Customer Service Management.

    Reduce case volume with self-service

    Self-service
    Empower your customers with fast and personalized self-service. Customer Service Management provides your customers with a number of self-service options, including the Customer Service Portal for a customizable online service experience, conversational answers from a chatbot, knowledge base articles, and an online community of peers and experts.

    Get started

    • Work with an implementation specialist to streamline your setup process. To learn more, see the Customer Success Center.
    • Sign up for the ServiceNow Customer Service Management fundamentals training program and certification to learn about core functionality and release-specific features.
    • For information on how to request Customer Service Management and to begin setup, see Activate Customer Service Management.

    Applications and features

    Key capabilities
    • Customer data management
    • Case management
    • Major issue management
    • Omni-channel
    • Customer Service Portal
    • Performance Analytics for Customer Service Management
    • Communities
    • Proactive Customer Service Operations
    • Predictive intelligence for case management
    • AWA for CSM overview
    • Mobile experience for Customer Service Management
    • Virtual Agent
    Integrations
    • Field Service Management
    • Service Management applications
    • Financial Management
    • Continual Improvement Management with CSM
    • IT Operations Management
    • Knowledge Management
    Other applications and tools
    • Visual task assignment
    • Visual workflow and automation
    • Surveys

    Tags:

    Feedback
    On this page

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    Release version
    Choose your release version

      Customer Service Management

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Customer Service Management

      Resolve complex issues end-to-end. Proactively fix problems and drive action to solve common requests more quickly and efficiently.

      Customer Service Management overview

      Delight customers with proactive service from issue to resolution

      Increase customer satisfaction while reducing costs by connecting customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end.

      Monitor trends and customers’ products and services to notify customers potentially affected by issues as well as proactively fix issues before customers know they have them.

      Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests using resources like the portal, service catalog, virtual agent, and online communities.

      View and download the full infocard for a highlight of Customer Service Management features.

      Make it easy for customers to engage
      Make it easy for customers to engage
      Provide effortless customer service across any channel at any time.
      Assign tasks across the enterprise
      Assign tasks across the enterprise

      Connect customer service with engineering, field service, finance, and other teams.

      Monitor for issues and create cases automatically
      Monitor for issues and create cases automatically
      Proactively monitor customers’ products and services and take action on potential issues and outages.
      Prevent future calls
      Prevent future calls
      Fix underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in ServiceNow Performance Analytics.
      Reduce case volume with self-service
      Reduce case volume with self-service
      Encourage customers to help themselves with a self-service catalog, communities, knowledge base, and portal.

      Make it easy for customers to engage

      Communication channels
      Give your customers the choice of connecting through email, phone, chat, social media, or mobile - anytime, anywhere, and from any device. Omni-channel advanced work assignment automatically assigns customer cases to the most appropriate agent based on availability, capacity, and skills.

      Assign tasks across the enterprise

      Visual Task Board
      Connect customer service to other departments with the visual task board, workflow, and automation to resolve cases quickly. Identify issues in customer service and assign them directly to field service, engineering, operations, finance, legal, and other departments and track those issues to resolution. Additionally, you’ll gain visibility to manage assets, projects, costs, and profitability when Customer Service Management is deployed with Asset Management, Project Portfolio Management, and Financial Management.

      Monitor for issues and create cases automatically

      Proactive customer service
      Proactively identify and alert your customers to possible issues and send preemptive alerts only to potentially affected customers, notifying them of a solution when available and preventing their need to contact customer service. With access to real-time operational health of customers’ products and services, agents receive alerts of potential issues before the customer is even aware.

      Prevent future calls

      Performance Analytics for CSM
      Monitor current and prior performance to identify areas for improvement using Performance Analytics for Customer Service Management. Analyze trends with Key Performance Indicators (KPIs), metrics, and role-based dashboards for Customer Service Management.

      Reduce case volume with self-service

      Self-service
      Empower your customers with fast and personalized self-service. Customer Service Management provides your customers with a number of self-service options, including the Customer Service Portal for a customizable online service experience, conversational answers from a chatbot, knowledge base articles, and an online community of peers and experts.

      Get started

      • Work with an implementation specialist to streamline your setup process. To learn more, see the Customer Success Center.
      • Sign up for the ServiceNow Customer Service Management fundamentals training program and certification to learn about core functionality and release-specific features.
      • For information on how to request Customer Service Management and to begin setup, see Activate Customer Service Management.

      Applications and features

      Key capabilities
      • Customer data management
      • Case management
      • Major issue management
      • Omni-channel
      • Customer Service Portal
      • Performance Analytics for Customer Service Management
      • Communities
      • Proactive Customer Service Operations
      • Predictive intelligence for case management
      • AWA for CSM overview
      • Mobile experience for Customer Service Management
      • Virtual Agent
      Integrations
      • Field Service Management
      • Service Management applications
      • Financial Management
      • Continual Improvement Management with CSM
      • IT Operations Management
      • Knowledge Management
      Other applications and tools
      • Visual task assignment
      • Visual workflow and automation
      • Surveys

      Tags:

      Feedback

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