4 Customer Service 1 Effortless Connected Proactive Mobile-ready Imagine the possibilities Increase customer satisfaction by solving issues faster Discover how you can deliver effortless, connected, and proactive customer service ServiceNow® Customer Service Management (CSM) goes beyond traditional customer service solutions to serve your customers—consumer or business—faster and more effectively than before. It offers effortless service to customers through automation, connects customer service to other parts of the organization, and makes the delivery of proactive service possible.    Effortless Connected Proactive For customers and agents Service as a team sport Detect issues before customers call Automate common requests with out‑of‑the‑box self‑service. Direct front‑end requests to back‑end systems to complete the work. Fix—and even prevent—issues by connecting customer service to other departments for faster resolution. Route work from customer service to field service, engineering, operations, finance, or legal. Identify trends, send preemptive customer communications, and align contracts with customer product or service performance. Virtual Agent Agent Intelligence Performance Analytics Engage with customers using a conversational chatbot to solve issues faster. Accelerate case assignment to shorten response times, increase customer satisfaction, and reduce agent manual work. Add additional CSM-specific measurements. Mobile-ready for quick and convenient communication 4 1 Solutions to maximize customer service excellence Service-centric platform Shared cloud servicenow.com/solutions/csm.html © 2018 ServiceNow, Inc. All Rights Reserved.