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    • Customer Service Management
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    Home Paris Customer Service Management Customer Service Management Customer Service Management Exploring Customer Service Management

    Exploring Customer Service Management

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    Exploring Customer Service Management

    Whether you're starting or expanding your implementation of Customer Service Management, learn more about available features to help create a seamless experience for your customers, agents, and managers to resolve issues and fulfill requests.

    Customer self-service and omni-channel support

    Customers can email or call for support. On the service portal, they can get self service or chat with virtual an d live agents.
    Empower customers to help themselves or easily get help from your teams by configuring multiple entry points for assistance.
    • Chat with support
    • Email support
    • Call support
    • Self-help on the Service Portal
    • Virtual Agent assistance on the Service Portal
    • Walk-up Experience for Customer Service Management
    To learn more about these features for providing customer support, see these topics:
    • Omnichannels for communicating with customers
    • Customer and consumer self-service portals
    • Walk-up Experience for Customer Service Management

    Proactive Customer Service Operations

    With the ServiceNow® Proactive Customer Service Operations feature, proactively create cases for impacted services. You can activate Proactive Customer Service Operations by itself or as an integration with the ServiceNow® Event Management application.

    When a Network Operations Center (NOC) operator detects an impacted service, they can review details and then create a case for customer service to review and start working with affected customers.

    For more information, see Proactive Customer Service Operations.

    Workspace and automated processes for case resolution

    Help agents resolve issues and fulfill requests more quickly by automating processes and providing a single workspace with all the resources needed to communicate with customers and work on cases.

    Agent Workspace
    With the ServiceNow® Agent Workspace platform, configure a single interface for agents to complete all their tasks. The Agent Workspace platform takes the agent functionality available on the Now Platform® and puts these features in a multi-tab interface. The optimized layout helps agents efficiently manage multiple cases, accounts, customers, and consumers.
    Intelligent routing
    Use Advanced Work Assignment with Agent Workspace to automatically assign work items to agents based on their availability, capacity, and skills.
    Integrated communication channels
    From the workspace, agents can call or chat with customers in real time to get information and provide updates.
    Case management
    Create and route cases, manage customer information and interactions, monitor case activity (including case status and SLAs), and work to resolve customer issues. Use response templates and search tools to search the knowledge base and community and provide timely, informative responses to customers.
    Predictive Intelligence
    With the ServiceNow® Predictive Intelligence application, use predictive intelligence solution definitions to assist agents with a variety of tasks. Create solutions to help agents create, assign, and resolve cases more efficiently. Use machine learning to predict fields during case creation, such as the category, priority, and assignment group.
    Customer data management
    Provide your agents with a view of customer accounts and contacts, consumers, entitlements, contracts, products, assets, and install bases.
    Customer Central
    With Customer Central, agents can view information about a customer in one central place. It enables them to quickly zoom in on issues and provide efficient and supportive service to customers.
    Major issue management
    If a current case impacts multiple customers on a wide scale, escalate it to a major case. A child case is then created for each affected customer for tracking and providing updates. With major case management, proactively identify impacted customers, provide information to these customers, and manage the resolution process.
    These are just a few of the many features that you can provide agents. For details on these features and more, see these topics:
    • Case management
    • Customer data management
    • CSM Agent Workspace
    • Intelligent routing
    • Customer Central
    • Machine learning solutions for Customer Service Management
    • Additional Customer Service Management features

    Dashboards and reports to monitor and improve business processes

    Analytics and Reporting Solutions contain prepackaged dashboards and reports to provide your team with data for managing their work and improving their performance.

    Reports for key insights
    Numerous reports are available to provide you with data on cases, affected customers, customer satisfaction, and open backlogs.
    Dashboards for different roles
    Separate dashboards are available for the agents, managers, and executives on your team so they only see the data that is relevant to them.

    For details on all available dashboards and reports, see Analytics and reporting for Customer Service Management.

    Overview tab

    Mobile experience for Customer Service Management

    With the Customer Service Management mobile application, agents and managers can perform routine tasks from anywhere. They can stay connected and access information in real time to complete tasks quickly.

    For more information, see Mobile experience for Customer Service Management.

    Customer Service mobile application applet launcher for agent

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    Release version
    Choose your release version

      Exploring 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

      Exploring Customer Service Management

      Whether you're starting or expanding your implementation of Customer Service Management, learn more about available features to help create a seamless experience for your customers, agents, and managers to resolve issues and fulfill requests.

      Customer self-service and omni-channel support

      Customers can email or call for support. On the service portal, they can get self service or chat with virtual an d live agents.
      Empower customers to help themselves or easily get help from your teams by configuring multiple entry points for assistance.
      • Chat with support
      • Email support
      • Call support
      • Self-help on the Service Portal
      • Virtual Agent assistance on the Service Portal
      • Walk-up Experience for Customer Service Management
      To learn more about these features for providing customer support, see these topics:
      • Omnichannels for communicating with customers
      • Customer and consumer self-service portals
      • Walk-up Experience for Customer Service Management

      Proactive Customer Service Operations

      With the ServiceNow® Proactive Customer Service Operations feature, proactively create cases for impacted services. You can activate Proactive Customer Service Operations by itself or as an integration with the ServiceNow® Event Management application.

      When a Network Operations Center (NOC) operator detects an impacted service, they can review details and then create a case for customer service to review and start working with affected customers.

      For more information, see Proactive Customer Service Operations.

      Workspace and automated processes for case resolution

      Help agents resolve issues and fulfill requests more quickly by automating processes and providing a single workspace with all the resources needed to communicate with customers and work on cases.

      Agent Workspace
      With the ServiceNow® Agent Workspace platform, configure a single interface for agents to complete all their tasks. The Agent Workspace platform takes the agent functionality available on the Now Platform® and puts these features in a multi-tab interface. The optimized layout helps agents efficiently manage multiple cases, accounts, customers, and consumers.
      Intelligent routing
      Use Advanced Work Assignment with Agent Workspace to automatically assign work items to agents based on their availability, capacity, and skills.
      Integrated communication channels
      From the workspace, agents can call or chat with customers in real time to get information and provide updates.
      Case management
      Create and route cases, manage customer information and interactions, monitor case activity (including case status and SLAs), and work to resolve customer issues. Use response templates and search tools to search the knowledge base and community and provide timely, informative responses to customers.
      Predictive Intelligence
      With the ServiceNow® Predictive Intelligence application, use predictive intelligence solution definitions to assist agents with a variety of tasks. Create solutions to help agents create, assign, and resolve cases more efficiently. Use machine learning to predict fields during case creation, such as the category, priority, and assignment group.
      Customer data management
      Provide your agents with a view of customer accounts and contacts, consumers, entitlements, contracts, products, assets, and install bases.
      Customer Central
      With Customer Central, agents can view information about a customer in one central place. It enables them to quickly zoom in on issues and provide efficient and supportive service to customers.
      Major issue management
      If a current case impacts multiple customers on a wide scale, escalate it to a major case. A child case is then created for each affected customer for tracking and providing updates. With major case management, proactively identify impacted customers, provide information to these customers, and manage the resolution process.
      These are just a few of the many features that you can provide agents. For details on these features and more, see these topics:
      • Case management
      • Customer data management
      • CSM Agent Workspace
      • Intelligent routing
      • Customer Central
      • Machine learning solutions for Customer Service Management
      • Additional Customer Service Management features

      Dashboards and reports to monitor and improve business processes

      Analytics and Reporting Solutions contain prepackaged dashboards and reports to provide your team with data for managing their work and improving their performance.

      Reports for key insights
      Numerous reports are available to provide you with data on cases, affected customers, customer satisfaction, and open backlogs.
      Dashboards for different roles
      Separate dashboards are available for the agents, managers, and executives on your team so they only see the data that is relevant to them.

      For details on all available dashboards and reports, see Analytics and reporting for Customer Service Management.

      Overview tab

      Mobile experience for Customer Service Management

      With the Customer Service Management mobile application, agents and managers can perform routine tasks from anywhere. They can stay connected and access information in real time to complete tasks quickly.

      For more information, see Mobile experience for Customer Service Management.

      Customer Service mobile application applet launcher for agent

      Tags:

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