ServiceNow Customer Service Management Reviews & Product Details

What I like most is that it’s very user-friendly and can be customised to fit our needs. We use it across multiple departments in my organisation, including Finance, HR, and IT, and it’s linked to internal distribution lists for those teams.

in addition to this, we as IT team has linked it to GRAFANA monitoring tool so when a device is not working well, or network is down we will receive an automated ticket on service now with all the details of the issue.

also the fact that the tickets can be customised based on the situation needed whereas in some cases some incidents are happening in phases so after you complete a phase you will receive another ticket automatically with the next phase, and also in some cases where tickets are not created by staff members or for short visits or advisory you can simply create something like interaction where it shows what did the staff want to register all of your work Review collected by and hosted on G2.com.

for some reason it faces some bugs and access issues that might need time to be fixed, so i think more regular updates and bug fixes are needed.

and the internal comments on the tickets are nice, but it can be better visually. Review collected by and hosted on G2.com.

{"I appreciate how ServiceNow has reduced operational costs by automating routine tasks, enabling effective self-service and empowering agents with comprehensive tools to resolve cases effectively.","I admire the proactive service capabilities of ServiceNow, which prevent issues from escalating, thus fostering customer loyalty and enhancing brand reputation.","I value the ease of the setup process, which was straightforward thanks to documented steps and the implementation of AI-driven tools.","I find the self-service portal feature to be the best, empowering customers to search knowledge articles and resolve issues independently, which in turn reduces call volumes.","The performance analytics reports are very well-organized, providing insights into agent performance and customer terms, and identifying opportunities for improvement.","I appreciate the scalability and integration capabilities with other software, allowing seamless ticket management and improving operational efficiency.","The continuous innovation in ServiceNow enhances agent and customer experiences with features like customer collaboration and AI-powered case routing, providing a competitive advantage."} Review collected by and hosted on G2.com.

I would like to see some improvements in the interface, especially in modifying the customer portals for better self-service branding. The interface should allow for smoother company branding integration to enhance customer interaction and collaboration over time. Additionally, there's a need for more flexibility in the data model, such as the ability to add custom field tables and relationships to capture specific customer information that is crucial for our business. Review collected by and hosted on G2.com.

What I like most about ServiceNow Customer Service Management is the diversity and flexibility of the platform. It allows us to easily create incidents, manage requests, and track issues in one centralized system. The interface is well organized and helps teams collaborate efficiently. I also appreciate the automation capabilities and workflow management, which help reduce manual tasks and improve response times. Overall, it is a powerful tool that makes customer support processes more structured and transparent. Review collected by and hosted on G2.com.

One downside of ServiceNow Customer Service Management is that the platform can sometimes feel complex for new users. The interface contains many features and options, which may require training before being fully comfortable with the system. In addition, some configurations or customizations can take time to implement and may require technical knowledge. Performance can occasionally be slower when loading large requests or dashboards. While the platform is very powerful, the learning curve and configuration effort can be a challenge for smaller teams. Review collected by and hosted on G2.com.

I like how ServiceNow centralizes support tickets and workflows in a way that’s easy to track and manage. It gives both customers and internal teams clear visibility into the status of requests, and the automation features reduce manual effort and response times. I’ve also found the UI intuitive, especially when customizing dashboards or creating service catalog items Review collected by and hosted on G2.com.

While ServiceNow is powerful, some tasks like building or modifying workflows an feel overly complex without prior experience. The learning curve can be steep for new users, especially when configuring advanced automation or reporting. Also, occasional performance lags during peak usage can be frustrating. Review collected by and hosted on G2.com.

I appreciate ServiceNow Customer Service Management for its easy scope, which makes it simple to manage and oversee various aspects of my service operations. The pre-built flows are another highlight for me, as they streamline processes and save significant time, minimizing the need for custom configurations and allowing for a smoother, more efficient workflow. This functionality greatly enhances the user experience, as it reduces complexity and offers straightforward solutions to what could otherwise be intricate challenges. The system's intuitive design around these features boosts overall productivity and efficiency in handling service orders and management tasks. Review collected by and hosted on G2.com.

I find the data fields or views and user experience in ServiceNow Customer Service Management could be better. Additionally, I had difficulties fitting my custom solution into the Customer Service Management system, which required quite a lot of iterations. Review collected by and hosted on G2.com.

I greatly appreciate the clarity and organization of ServiceNow Customer Service Management. The tracking of requests is clearly structured, allowing me to immediately see what I need to do without any confusion. The intuitive organization of the system helps to centralize requests and reduce response time, which is crucial for effective customer service management. I also like how it automates certain repetitive tasks, which helps prevent information loss between teams. Its initial setup was very simple, which is a significant advantage. Compared to the less efficient and intuitive tools we used before, ServiceNow Customer Service Management stands out positively. Review collected by and hosted on G2.com.

Some advanced options are complicated to configure and some customizations are limited. Review collected by and hosted on G2.com.

ServiceNow is a kind and fairly self-sufficient tool for incident, change, request, infrastructure, workflow, and overall management. It is best used with typical ITIL standards. Beyond those standards, it also provides multiple options for integration, from identity management to API-based integrations. Review collected by and hosted on G2.com.

Honestly, I don’t have any complaints now. Slow response time used to be an issue until we migrated to cloud-based options. Service Now has been the best option for me since I started my career in 2006. Review collected by and hosted on G2.com.

Scope of the Customer Service Management, it integrates well with all other aspects of the ServiceNow product for a cohesive company system. The platform can be easily configured to business need with a degree of customisation for brand identity. Review collected by and hosted on G2.com.

The form template for logging of service requests can sometimes seem a bit outdated but this is a minor point and is not a significant deal-breaker when considering the platform. Review collected by and hosted on G2.com.

what I like best about ServiceNow Customer Service Mangement is that it offers Case mangement and workflow automation, the ease of use for HR staff, the AI-Powered assistance engine buil tbehind it. Review collected by and hosted on G2.com.

Oh boy, what I dislike about ServiceNow Cutomer Service Management is the learning curve. This tool is very powerful but yet complex and can be very intimidating for HR staff that are new or non-technical. The interface of the system is quite difficult too. Review collected by and hosted on G2.com.

I appreciate ServiceNow's unified case management that captures all customer interactions, reducing the risk of lost tickets. The automation in routing ensures tasks are assigned to the right agents, improving response times. The real-time visibility and analytics provide critical insights into case trends and team performance. Additionally, the platform's scalability and multichannel support enable consistent service across various platforms as our business grows. These features enhance operational efficiency and customer satisfaction. Review collected by and hosted on G2.com.

I find the initial setup of ServiceNow Customer Service Management requires careful planning due to its high configurability, which presents a learning curve. It's crucial to understand how tables and business tools interconnect, requiring some practice and learning. Additionally, improvements needed are in the areas of setup simplification, configuration, cost and license transparency, and performance handling large datasets. Review collected by and hosted on G2.com.