Your ServiceNow Customer Service Management Kit

ServiceNow Customer Service Management

Cutting your first response time and increasing your first contact resolution rate are just the small benefits ServiceNow Customer Service Management (CSM) can yield. In fact, a ServiceNow CSM solution can help you go further than that and improve your interdepartmental collaboration on solving customer issues and foster proactive customer service to increase your customer satisfaction scores and retention rates. All that with just one solution based on ServiceNow CSM and our 10-year ServiceNow implementation expertise.

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Features of ServiceNow Customer Service Management

ServiceNow Customer Service Management offers three core applications, a number of supporting capabilities and a few extensions powered by other ServiceNow products.

Core applications

Customer Service Management application

The Customer Service Management application encompasses:

  • Omni-Channel functionality that enables you to support your customers across multiple points of reach: email, web, phone, live chat, chatbot, social media and automated product/service monitoring.
  • Customer Data Management that provides support agents with all relevant information on customers involved in each case: their contacts, entitlements, products bought, assets used, etc.
  • Case Management that comprises your issue resolution processes and provides response templates and knowledge base articles to help support agents solve cases faster.
  • Major Issue Management that lets your support agents spot glitches with your products or services proactively, identify customers affected by them and assist them in remediating related repercussions.
  • Agent Workspace that provides support agents with an intuitive work console for managing cases faster and more efficiently.

Communities application

The Communities application empowers you to create and support a peer-to-peer customer cooperation space. This can be a place for your customers to share their experience with your products or services and help each other out in a Q&A format. The application intends to establish a lively community around your company’s offering, take some load off your support agents and give them more time to solve tricky cases. It can be additionally augmented with elements of gamification to spark up community participation interest among its members. You can, for example, award most active users with points and advanced community capabilities and show a leader board on the community’s home page.

Field Service Management application

The Field Service Management application can be a collaboration space for work order initiators, approvers, dispatchers and field service workers to efficiently manage on-site customer support visits as well as required inventory. You can also use the Planned Maintenance feature to manage not only urgent fix visits but also prearranged maintenance that needs to be carried out periodically. For example, once every pre-established period (say, a month or a year) or as soon as the maintained product is used a particular number of times.

Supporting capabilities

  • Knowledge Management (gathering customer support knowledge and sharing it among support agents and customers)
  • Self-Service (creating and supporting a self-service portal for customers to find answers and solutions on their own)
  • Surveys (analyzing your customers’ feedback using tunable customer service questionnaires)
  • Visual Task Board (providing support agents with a visual task tracking tool)
  • Automation Workflows (automating processes within ServiceNow CSM with no-code rule-based workflows)
  • Reports and Dashboards (tracking current customer service activities)
  • Agent Intelligence (using machine learning capabilities to analyze case descriptions, automatically categorize, route and prioritize cases and cut associated manual work)
  • Virtual Agent (creating chatbots for your self-service customer portal to provide customers with assistance without involving a real support agent)
  • Performance Analytics (gaining deep insights and predicting trends in the performance of your customer service department)
  • Intelligent Routing (simply routing cases and work orders based on agents’ or workers’ skills, location and availability)

Advanced extensions (based on other ServiceNow products)

IT Operations Management

The Operations Management extension involves Event Management, Discovery and Operational Intelligence features of the ServiceNow ITOM product that let you monitor the health of services/products provided to your customers and proactively note and remedy deviances.

IT Service Management

The Service Management for Issue Resolution extension may involve such ServiceNow ITSM features as Problem Management, Request Management and Change Management. Using this extension, your support agents can effectively collaborate with other departments whose participation is required to solve customer cases.

IT Business Management

The Financial Modelling extension originally offered as part of the ServiceNow ITBM product allows monitoring the way your customer service department spends its budget and finding possibilities for reducing unnecessary expenses. While the Project and Portfolio Management extension lets you use ServiceNow CSM as fuel for driving changes in your company’s offering to better suit your customers’ needs.



  • Customer Service Management
  • Communities
  • Field Service Management


Supporting capabilities:

  • Knowledge Management
  • Self-Service
  • Surveys
  • Visual Task Board
  • Automation Workflows
  • Reports and Dashboards
  • Intelligent Routing



  • Service Management for Issue Resolution

The Standard package +

  • Agent Intelligence
  • Performance Analytics
  • Virtual Agent

Other ServiceNow CSM extensions (Operations Management, Financial Modelling and Project and Portfolio Management) are licensed separately.

The Gist of ServiceNow CSM Implementation


Make customer service your competitive advantage

By creating a reputable support center and enhancing brand trust

Boost your customer support agents’ productivity

With visual task tracking tools, intuitive workspaces and automatic categorization, routing and prioritization of cases

Increase your customer satisfaction scores and retention rates

By speeding up case resolution, providing customers with self-service opportunities and raising product/service awareness among them through communities and a shared knowledge base

Additional benefits of ServiceNow CSM:

If used with ITOM

Powering proactive customer service to solve issues before customers report or even know about them

If used with ITSM

Enjoying seamless cross-departmental collaboration to solve tricky customer cases faster

If used with ITBM

Cutting operational costs and adjusting your offering according to the feedback and needs of the customer

Implementation strategies:

  • Avoiding the complexities of redesigning and adopting new processes, ScienceSoft can keep your existing customer service practices in status-quo and customize ServiceNow CSM to support them.
  • Perceiving ServiceNow CSM as a source of best practices, we can change your customer service processes according to ServiceNow to avoid excessive customizations.
  • Having analyzed the efficiency of your current customer service processes, we can decide to tune them with your particular business specifics in mind and then customize ServiceNow to reflect the improved processes.



Requirements gathering


Configuration and customization


Solution rollout activities

Optional: ScienceSoft can run a pilot project before embarking on the full-scale solution implementation. This project can contain a minimum viable set of functionality to give you a real-life sneak peek of the future solution’s outcomes and whether they suit your needs and expectations.

Due to a high dependency of ServiceNow CSM on extensions powered by other ServiceNow products, implementing CSM requires experience with ServiceNow functionality outside of this product. ScienceSoft has expertise in all ServiceNow product lines – CSM, ITOM, ITSM, ITBM, SecOps, HR, etc. – and is a Premier-level ServiceNow partner, which makes us qualified to take up your ServiceNow CSM implementation project.

Find out more about our ServiceNow implementation offering in the link or ask your ServiceNow-related questions in the Contact Us form available in a click below.

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COVID-19 – An update to our clients
In the uncertain time of Coronavirus (COVID-19) outbreak, I want to assure you that ScienceSoft remains fully operational and dedicated to supporting the continuity of our customers’ businesses. Most of ScienceSoft’s employees work remotely, and we’re equipped to provide our services in new conditions, with no impact on the quality of service or communication.
In the uncertain time of Coronavirus (COVID-19) outbreak, I want to assure you that ScienceSoft remains fully operational and dedicated to supporting the continuity of our customers’ businesses. Most of ScienceSoft’s employees work remotely, and we’re equipped to provide our services in new conditions, with no impact on the quality of service or communication.
Stay safe and healthy,
Nikolay Kurayev,
Chief Executive Officer at ScienceSoft