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ServiceNow Customer Service Management Logo

Automate requests and deliver effortless experiences

Last updated: October 2024

Table of Contents

ServiceNow Customer Service Management - 2025 Pricing, Features, Reviews & Alternatives

What is ServiceNow Customer Service Management?

ServiceNow Customer Service Management (CSM) is a cloud-based product that provides organizations with a powerful and comprehensive toolset to manage customer interactions and streamline customer service operations, all while reducing the cost to serve. The platform's architecture is designed to provide seamless integration with existing IT infrastructure, ensuring minimal disruption to existing workflows.

CSM’s primary purpose is to help businesses handle and resolve clients' queries through omni-channel communication, work order assignment, case management, and more. ServiceNow CSM's case management functionality enables agents to manage the entire lifecycle of customer interactions, from initial contact to case closure. This functionality includes a comprehensive set of tools to assign cases, monitor case progress, manage case priority, and track resolution metrics

Another critical feature of ServiceNow CSM is its ability to provide businesses with actionable analytics through interactive dashboards. The platform's analytics capabilities enable businesses to gain valuable insights into customer behavior, track key performance indicators (KPIs), and identify areas of improvement. The analytics dashboard provides a real-time view of customer service trends, allowing businesses to make data-driven decisions and optimize their customer service operations.

ServiceNow CSM's self-service portal is another valuable feature that enables clients to engage on the channel of their choice and raise requests or complaints, create cases, and track the progress of ongoing projects. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The platform's Playbooks for CSM module is an advanced feature that allows agents to request information from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.

The platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle, from order capture to status tracking. ServiceNow CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. The field service management functionality enables businesses to manage field service requests and dispatch technicians more efficiently.

Another critical benefit of ServiceNow platform is its ability to integrate with various third-party applications, including 3CLogic, Adobe, CareAR, Five9, Locus DispatchIQ, and more. The platform's integration capabilities enable businesses to leverage existing software solutions and enhance their customer service operations.

In conclusion, ServiceNow Customer Service Management is a powerful and comprehensive software product designed to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, interactive dashboards, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses looking to strengthen their relationships with customers and reduce the cost to serve.

Benefits of using ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a comprehensive product designed to help businesses deliver a seamless customer experience. With CSM, organizations can streamline their processes, automate their workflows, and provide exceptional customer service experiences. Here are some of the key benefits:

Self-Service
CSM also offers powerful self-service capabilities, enabling businesses to empower customers with the ability to resolve their own issues. With CSM, businesses can provide customers with a self-service portal, where they can access information, submit requests, and track the status of their cases. This approach can improve customer satisfaction, reduce wait times, and free up agents to focus on more complex issues.

Automation
CSM also offers powerful automation capabilities, which can significantly reduce the time it takes to resolve customer issues. With CSM, businesses can automate repetitive tasks, such as case routing and status updates. This approach can free up agents to focus on more complex issues, improve customer satisfaction, and reduce resolution times.

Work Order Assignment
Another benefit of CSM is its ability to streamline work order assignment. With CSM, businesses can assign work orders to agents automatically, based on skills, availability, and workload. This approach can help businesses optimize their resources, improve agent productivity, and reduce resolution times.

Case Management
CSM also offers powerful case management capabilities, enabling businesses to manage and resolve customer issues quickly and efficiently. With CSM, businesses can track case status, assign tasks, and collaborate with team members in real-time. This streamlined approach can improve agent productivity and customer satisfaction.

Omni-Channel Communication
One of the key benefits of CSM is its ability to enable omni-channel communication between customers and agents. With CSM, customers can connect with agents through various channels, including email, phone, chat, social media, and more. This approach allows businesses to engage with customers in the way they prefer, which can improve customer satisfaction and reduce wait times.

Playbooks for CSM
Another powerful feature of CSM is the Playbooks for CSM module. This module enables agents to request information to/from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This streamlined approach can help agents resolve issues more efficiently, leading to increased productivity and improved job satisfaction.

Early Detection
CSM also offers early detection capabilities, enabling businesses to identify and address problems before customers are even aware of them. With CSM, businesses can monitor case activity, track trends, and identify potential issues early on. This approach can help businesses avoid negative feedback, reduce the impact of issues on their customers, and improve brand loyalty.

Analytics and Reporting
CSM also offers powerful analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer service operations. With CSM, businesses can track key metrics, such as case volume, resolution times, and customer satisfaction. This data can help businesses identify areas for improvement, optimize their processes, and make data-driven decisions.

In conclusion, ServiceNow Customer Service Management is a powerful platform that can help businesses improve their customer service in a variety of ways. With its powerful features, including omni-channel communication, work order assignment, case management, automation, self-service, early detection, and analytics and reporting, CSM can help businesses provide exceptional customer service experiences, improve agent productivity, and drive growth and success.



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No pricing info

Alternatives with better value for money

ServiceNow Customer Service Management's key features

Most critical features, based on insights from ServiceNow Customer Service Management users:

Support Ticket Management
Knowledge Base Management
Incident Management
Customer Database
Reporting/Analytics

All ServiceNow Customer Service Management features

Features rating:

Order Fulfillment
Performance Metrics
Multi-Channel Communication
Queue Management
Inventory Management
Real-Time Data
Full Text Search
Email Management
Reporting & Statistics
Configurable Workflow
Self Service Portal
Commenting/Notes
Collaboration Tools
Social Media Integration
Surveys & Feedback
Access Controls/Permissions
Task Management
Alerts/Escalation
Virtual Assistant
Workflow Configuration
Workflow Management
Business Process Automation
Automated Routing
Support Ticket Tracking
Help Desk Management
Service Level Agreement (SLA) Management
Alerts/Notifications
Third-Party Integrations
Real-Time Notifications
Content Management
Live Chat
Contact Management
Chatbot
Customizable Fields
Order Tracking
Performance Management
Real-Time Analytics
Workforce Management
Quality Management
Project Workflow
Process/Workflow Automation
Prioritization
Predictive Analytics
Personalization
Visual Analytics
Real-Time Monitoring
Real-Time Reporting
Real-Time Updates
User Management
Role-Based Permissions
Rules-Based Workflow
Sales Trend Analysis
Search/Filter
Self Service Data Preparation
Self-service Analytics
Trend Analysis
SMS Messaging
Special Order Management
Tagging
On-Demand Communications
CRM
Contact Database
Computer Telephony Integration
Communication Management
Chat/Messaging
Campaign Management
Caller ID
Call Transfer
Call Tracking
Call Routing
Call Reporting
Call Monitoring
Call List Management
Call Center Management
Assignment Management
Application Management
API
AI/Machine Learning
Agent Interface
Activity Dashboard
No-Code
Natural Language Processing
Multi-Language
Monitoring
Model Training
Mobile App
ML Algorithm Library
Machine Learning
Issue Management
Issue Auditing
Interactive Content
Interaction Tracking
Event Triggered Actions
Engagement Tracking
Drag & Drop
Data Management
Data Import/Export
Data Connectors
Customer History
Customer Experience Management

ServiceNow Customer Service Management awards

ServiceNow Customer Service Management alternatives

ServiceNow Customer Service Management logo
4.4
(152)

Starting from

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No pricing info

Free trial
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Ease of Use
Features
Value for Money
Customer Support
NetSuite logo
4.2
(1.6K)
visit website

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Zoho Desk logo
4.5
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Zoho CRM logo
4.3
(6.9K)
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Customer Support

ServiceNow Customer Service Management pricing

Value for money rating:

Starting from

ic-pricetag

No pricing info

Pricing details
Subscription
Free trial
Free plan
Pricing range

ServiceNow Customer Service Management integrations (24)

Integrations rated by users

We looked through 152 user reviews, to identify which products are mentioned as ServiceNow Customer Service Management integrations, and what is the users perception.

NetSuite logo
NetSuite

Integration rating: 1.0 (1)

The integration did not work and it has taken over a year for them to try to get it to work.

AvatarImg

Will OBrien

CEO & President

Integration rating: 5.0 (1)

From my company perspective some territories are using Salesforce Service Cloud as a ticketing tool and some are using Service Now. It was really important for us as a support team to integrate these both to save us some time and keep our work organize and focused in one place.

NK

Norbert Kassjaniuk

Functional Analyst

Jira logo
Jira

Integration rating: 5.0 (2)

Okta logo
Okta

Integration rating: 4.0 (1)

Integration rating: 5.0 (1)

Integration rating: 5.0 (1)

Integration rating: 5.0 (1)

Slack logo
Slack

Integration rating: 5.0 (1)

Integration rating: 4.0 (1)

ServiceNow Customer Service Management support options

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Chat
24/7 (Live rep)
Knowledge Base
FAQs/Forum
Email/Help Desk

Training options

Webinars
Live Online
Documentation
In Person
Videos

ServiceNow Customer Service Management reviews

Overall rating

4.4

/5

152

Positive reviews

86

%

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.29/10
Rating distribution

5

4

3

2

1

81

50

17

1

3

Pros
The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that it can be look at promptly for resolution.
Having used a few different 'helpdesk' type solutions in the past, and not having usually been impressed by the user interface, I found ServiceNow's tool refreshingly simple to use.
The experience has been fantastic so far. We have been able to resolve tickets that comes to us with a quicker turnaround time since it directly comes to our queue.
Cons
Some time facing problem in back button & redirecting in some other incident which react problem some time.
Service now could be confusing at times and lacked integration with other systems/software.
Had some troubles attaching the KB articles to the tickets.

ServiceNow Customer Service Management FAQs

Q. What type of pricing plans does ServiceNow Customer Service Management offer?

ServiceNow Customer Service Management has the following pricing plans:
Pricing model: Subscription

These products have better value for money


Q. Who are the typical users of ServiceNow Customer Service Management?

ServiceNow Customer Service Management has the following typical customers:
Large Enterprises, Non Profit, Public Administrations


Q. What languages does ServiceNow Customer Service Management support?

ServiceNow Customer Service Management supports the following languages:
English, Chinese (Simplified), Chinese (Traditional), Czech, Dutch, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian (Bokmal), Polish, Portuguese, Portuguese, Portuguese, Russian, Spanish, Swedish, Thai, Turkish


Q. Does ServiceNow Customer Service Management support mobile devices?

ServiceNow Customer Service Management supports the following devices:
Android, iPad, iPhone


Q. Does ServiceNow Customer Service Management offer an API?

Yes, ServiceNow Customer Service Management has an API available for use.


Q. What other apps does ServiceNow Customer Service Management integrate with?

ServiceNow Customer Service Management integrates with the following applications:
SightCall, Talkdesk, Webex Suite, Jira, Medallia Experience Cloud, Sprinklr, 3CLogic, Five9, Bright Pattern, Microsoft Teams, Vonage Business Communications, TenFold


Q. What level of support does ServiceNow Customer Service Management offer?

ServiceNow Customer Service Management offers the following support options:
Chat, 24/7 (Live rep), Knowledge Base, FAQs/Forum, Email/Help Desk

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