ServiceNow Customer Service Management
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
Here are the powerful features that make ServiceNow Customer Service Management stand out from the competition. Packed with innovative tools and advanced functionalities, this software offers a range of benefits.
- 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
Here are the pricing plans for ServiceNow Customer Service Management. Choose the plan that best fits your requirements and budget.
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
Get a closer look at the technical specifications and system requirements for ServiceNow Customer Service Management. Find out if it's compatible with your operating system and other software.
- cloud based
- web app
- ios
- android
- enterprises
- phone
- live support
- tickets
- training
ServiceNow Customer Service Management Videos
ServiceNow Customer Service Management Screenshots
Overall ServiceNow Customer Service Management Reviews
Here's our unbiased review of ServiceNow Customer Service Management. Discover how our team of experts rates its features, ease of use, customer support, and other aspects that contribute to its overall appeal.