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.

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.

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.

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.