ServiceNow Customer Service Management
VerifiedEnterprise customer service management with AI-driven case handling and workflow automation.
See all screenshots - Deployment Cloud Based
- Starting price Custom
- Free trial Not offered
- Best for Enterprises
What is ServiceNow Customer Service Management?
ServiceNow Customer Service Management is an enterprise case management product built on the Now Platform, designed to handle customer issues alongside a company's broader IT and operational workflows. It includes automated case routing and escalation, a Now Assist powered virtual agent, self-service customer and partner portals, and skills-based work assignment. The higher CSM Prime package adds AI Specialists capable of independently resolving issues and workforce optimization tools for supervisors.
ServiceNow does not publish public pricing for CSM; both the CSM Advanced and CSM Prime packages require a custom quote from sales, and there is no self-serve free trial. The product targets large enterprises that want customer service unified with ServiceNow's IT service management, HR, and other workflow products, and it includes unlimited virtual agent conversations across both packages.
Key Features of ServiceNow Customer Service Management
ServiceNow Customer Service Management lists 10 documented features, including Case management with automated routing, escalation, and history tracking, Now Assist powered virtual agent for self-service and case summarization and Customer and partner self-service portals. The list below covers what the product does rather than how it is marketed.
- Case management with automated routing, escalation, and history tracking
- Now Assist powered virtual agent for self-service and case summarization
- Customer and partner self-service portals
- Skills-based routing and advanced work assignment
- AI Specialists that independently resolve issues (CSM Prime)
- Workforce optimization tools (CSM Prime)
- Knowledge management for self-service deflection
- Predictive intelligence and guided decisions
- Order management for end-to-end order handling
- Built on the Now Platform for integration with ITSM and other ServiceNow products
ServiceNow Customer Service Management Pricing
ServiceNow Customer Service Management lists 2 plans without published figures. Pricing is quoted on request.
CSM Advanced
Custom
Get custom quote
Agentic workflows for customer service, Now Assist powered virtual agent, customer and partner portals, case management and playbooks, agent workspace with unified omnichannel, advanced work assignment
CSM Prime
Custom
Get custom quote
Everything in CSM Advanced plus AI Specialists that independently resolve customer issues and Workforce Optimization
ServiceNow Customer Service Management Specifications
ServiceNow Customer Service Management is available on web app and has iOS and Android apps. It offers an API.
- Deployment
- Cloud Based
- Billing cycle
- Yearly
- Desktop
- Web App
- Mobile
- iOS
- Android
- Languages
- English
- Built for
- Enterprises
- Support
- Phone
- Live Support
- Tickets
- Training
- Integrations
- Salesforce, Microsoft Teams, Slack, SAP, Workday, other Now Platform apps (ITSM, HR Service Delivery)
- Public API
- Yes
- Free trial
- No
- Free plan
- No
- Runs in browser
- Yes
- Customisable
- Yes
- Website
- servicenow.com
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