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[ServiceNow Customer Service Management Discussions](https://www.g2.com/products/servicenow-customer-service-management/discuss) [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-customer-service-management.jpg "Product Avatar Image") ![Reward for good ServiceNow Customer Service Management reviews](https://images.g2crowd.com/uploads/report_medal_translation/image/37326/medal.svg "Reward for good ServiceNow Customer Service Management reviews") ](/products/servicenow-customer-service-management/reviews) [ ServiceNow Customer Service Management ](/products/servicenow-customer-service-management/reviews) (492)4.4/5 ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty. Show More * * * ### 119 Discussions ### 119 Participants ### 53.0 Nps Score Already have ServiceNow Customer Service Management? ### All ServiceNow Customer Service Management Discussions Search Most CommentedMost HelpfulPinned by G2Newest All DiscussionsDiscussions with CommentsPinned by G2Discussions without Comments FilterFilter Filter byExpand/Collapse Sort by Most Commented Most Helpful Pinned by G2 Newest Filter by All Discussions Discussions with Comments Pinned by G2 Discussions without Comments ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • almost 3 years ago More Options - [ # What is ServiceNow Customer Service Management used for? ](/discussions/what-is-servicenow-customer-service-management-used-for) What is ServiceNow Customer Service Management used for? [ Social Customer Service Software ](https://www.g2.com/tags/social-customer-service-software)[ Live Chat Software ](https://www.g2.com/tags/live-chat-software)[ help desk software ](https://www.g2.com/tags/help-desk-software)[ Customer Self-Service Software ](https://www.g2.com/tags/customer-self-service-software) [ Contact Center Workforce Software ](https://www.g2.com/tags/contact-center-workforce-software)[ Digital Customer Service Platforms ](https://www.g2.com/tags/digital-customer-service-platforms) Show More * * * \<0\>0\>Upvotes * * * 1 Comment [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.&title=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%0aAsk+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%0aAsk+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • over 3 years ago More Options - [ # What does ServiceNow Customer Service Management do? ](/discussions/what-does-servicenow-customer-service-management-do) What does ServiceNow Customer Service Management do? [ Social Customer Service Software ](https://www.g2.com/tags/social-customer-service-software)[ Live Chat Software ](https://www.g2.com/tags/live-chat-software)[ help desk software ](https://www.g2.com/tags/help-desk-software)[ Customer Self-Service Software ](https://www.g2.com/tags/customer-self-service-software) [ Contact Center Workforce Software ](https://www.g2.com/tags/contact-center-workforce-software)[ Digital Customer Service Platforms ](https://www.g2.com/tags/digital-customer-service-platforms) Show More * * * \<0\>0\>Upvotes * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.&title=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%0aAsk+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.) 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[ Social Customer Service Software ](https://www.g2.com/tags/social-customer-service-software)[ Live Chat Software ](https://www.g2.com/tags/live-chat-software)[ help desk software ](https://www.g2.com/tags/help-desk-software)[ Customer Self-Service Software ](https://www.g2.com/tags/customer-self-service-software) [ Contact Center Workforce Software ](https://www.g2.com/tags/contact-center-workforce-software)[ Digital Customer Service Platforms ](https://www.g2.com/tags/digital-customer-service-platforms) Show More * * * \<0\>0\>Upvotes * * * 1 Comment [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.&title=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%0aAsk+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.) 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[ Social Customer Service Software ](https://www.g2.com/tags/social-customer-service-software)[ Live Chat Software ](https://www.g2.com/tags/live-chat-software)[ help desk software ](https://www.g2.com/tags/help-desk-software)[ Customer Self-Service Software ](https://www.g2.com/tags/customer-self-service-software) [ Contact Center Workforce Software ](https://www.g2.com/tags/contact-center-workforce-software)[ Digital Customer Service Platforms ](https://www.g2.com/tags/digital-customer-service-platforms) Show More * * * \<0\>0\>Upvotes * * * 2 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.&title=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%0aAsk+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%0aAsk+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • over 4 years ago More Options - [ # What is ServiceNow customer service management? ](/discussions/what-is-servicenow-customer-service-management) What is ServiceNow customer service management? [ Contact Center Workforce Software ](https://www.g2.com/tags/contact-center-workforce-software)[ Customer Self-Service Software ](https://www.g2.com/tags/customer-self-service-software)[ help desk software ](https://www.g2.com/tags/help-desk-software)[ Live Chat Software ](https://www.g2.com/tags/live-chat-software) [ Social Customer Service Software ](https://www.g2.com/tags/social-customer-service-software)[ Digital Customer Service Platforms Software ](https://www.g2.com/tags/digital-customer-service-platforms-software) Show More * * * \<0\>0\>Upvotes * * * 1 Comment [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.&title=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%0aAsk+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=ServiceNow+Customer+Service+Management+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%0aAsk+ServiceNow+Customer+Service+Management+questions+and+get+answers+from+expert+users+in+our+ServiceNow+Customer+Service+Management+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ## Start a New Software Discussion Have a software question? Get answers from real users and experts [Start A Discussion](/products/servicenow-customer-service-management/discussions/new) * * * ![Product Avatar Image](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-customer-service-management.svg "Product Avatar Image") ### Have you used ServiceNow Customer Service Management before? Answer a few questions to help the ServiceNow Customer Service Management community [ Yes ](javascript:void(0))[ Yes ](https://www.g2.com/authorize?form=signup&return_to=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fservicenow-customer-service-management%2Fdiscuss%3Fsmall_ask%3Dservicenow-customer-service-management) No ## Top Contributors in ServiceNow Customer Service Management 1 RK Loading... ### [Raghav K.](https://www.g2.com/users/0e876ed3-b08e-4e32-8750-f195cd6ef62c "Raghav K.") Senior Loan Funder 1 pt 2 DK Loading... ### [Darpan K.](https://www.g2.com/users/82e65452-c9d1-4795-9f0f-918834bc3ab3 "Darpan K.") Senior Loan Funder 1 pt