1. 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
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