3 Customer Service 1 Mobile-ready Imagine the possibilities Delight customers with proactive service from issue to resolution Discover how you can resolve complex issues end to end, fix problems proactively, and automate self-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 connects customer service to other parts of the organization, makes the delivery of proactive service possible, and automates self-service requests.    Resolve complex issues end to end Intelligently fix problems before customers know they have them Drive action to instantly take care of common requests 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. Automate common requests with out‑of‑the‑box self‑service. Direct front‑end requests to back‑end systems to complete the work. Advanced Work Assignment Performance Analytics Virtual Agent Engage with customers using a conversational chatbot to solve issues faster. Accelerate case assignment to reduce response times and agent manual work, and increase customer satisfaction Add additional CSM-specific measurements Mobile-ready for quick and convenient communication 3 1 Workflows to maximize customer service excellence Service-centric platform Shared cloud servicenow.com/solutions/csm.html © 2019 ServiceNow, Inc.