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 Provide effortless customer service across any channel at any time.
	Assign tasks across the enterprise Connect customer service with engineering, field service, finance, and other teams.
	Monitor for issues and create cases automatically Proactively monitor customers’ products and services and take action on potential issues and outages.
	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 Encourage customers to help themselves with a self-service catalog, communities, knowledge base, and portal.

Make it easy for customers to engage

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

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

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

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

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.