--- title: ServiceNow Customer Service Management Reviews meta_title: 'ServiceNow Customer Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 503 reviews by the users' company size, role or industry to find out how ServiceNow Customer Service Management works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 503 scale: '5' date_modified: '2026-09-22' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # ServiceNow Customer Service Management Reviews **Vendor:** ServiceNow **Category:** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) **Average Rating:** 4.4/5.0 **Total Reviews:** 503 **AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality. ## About ServiceNow Customer Service Management 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. ## ServiceNow Customer Service Management Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users value the **ease of use** in ServiceNow Customer Service Management, streamlining customer interactions through automation and organization. (34 reviews) - Users appreciate the **smooth workflow of case management** in ServiceNow, enhancing efficiency for both agents and customers. (32 reviews) - Users value the **seamless integration** with ITIL processes, enabling efficient workflows and enhanced customer lifecycle management. (26 reviews) - Users value the **efficiency** of ServiceNow CSM for significantly speeding up issue resolution through streamlined processes and automation. (21 reviews) - Users value the **automation capabilities** of ServiceNow, enhancing efficiency in case management and improving customer satisfaction. (18 reviews) - Users value the **quick and effective support** provided by ServiceNow, enhancing their experience in managing incidents. (17 reviews) - Users value the **centralization** of ticket routing in ServiceNow, simplifying workflows and enhancing visibility for all users. (16 reviews) - User Interface (16 reviews) - Easy Integrations (15 reviews) - Integrations (15 reviews) **What users dislike:** - Users find the **learning curve complicated** , needing time to adapt to ServiceNow's customer onboarding and customizations. (18 reviews) - Users find the **steep learning curve** of ServiceNow CSM challenging, especially without proper onboarding and training. (15 reviews) - Users find the **limited customization** in ServiceNow Customer Service Management impacts tracking and communication effectiveness. (13 reviews) - Users find the **complexity** of ServiceNow Customer Service Management challenging, especially with its high configurability and steep learning curve. (12 reviews) - Users highlight the need for **interface improvements** and better customization for enhanced customer self-service and branding. (9 reviews) - Users express concern over **missing features** like better interface customization and tracking capabilities for project-based work. (9 reviews) - User Interface Issues (9 reviews) - Customization Difficulty (8 reviews) - Users find the interface of ServiceNow Customer Service Management to be **not intuitive** , making navigation and usability challenging. (8 reviews) - Slow Performance (6 reviews) ## ServiceNow Customer Service Management Reviews ### 1. Excellent tool for tracking and communicating to client at the same time **Rating:** 4.0/5.0 stars **Reviewed by:** Archana S. | Service Delivery Team Lead, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 26, 2022 **What do you like best about ServiceNow Customer Service Management?** The way it has the email system in the ticketing system it's awesome. You can directly drop email to requester along with attachments through the ticket. **What do you dislike about ServiceNow Customer Service Management?** It has the template of emails which sometimes need to be modified. I observed a lag between notification of the activities in outlook. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** I was able to close most of the issues on time. I could contact requester without opening outlook or chat directly from the ticket. ### 2. CSM review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 27, 2022 **What do you like best about ServiceNow Customer Service Management?** Customer User experience and the case integration with internal departments **What do you dislike about ServiceNow Customer Service Management?** Restricting some of the ITIL role features **Recommendations to others considering ServiceNow Customer Service Management:** First study customer environment and then go for CSM implementation. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** My customer was using sales force system for ticket generation, we analysed that and best suitable product line is CSM for them. ### 3. A bit outdated but worthy module. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 26, 2022 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow Customer Service Management?** Hassle free customer experience and very quick in addressing the customer issues. **What do you dislike about ServiceNow Customer Service Management?** Seems to be a bit outdated now, expecting future enhancements. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** The customer problems usually come in through csm and we have seen a 36% increase in customer satisfaction. ### 4. Managing Peoples Made easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 20, 2022 **What do you like best about ServiceNow Customer Service Management?** Servicenow CSM is a very provident solution which insanely helps in segregating different types of users allowing various accelerating functions among them. **What do you dislike about ServiceNow Customer Service Management?** In my experience Agent workspace can be improved to resolve anything that arises in a faster manner. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** People Management is easy Can easily leverage any customization ### 5. Great Platform to manage workflow via Requests & Incidents option. **Rating:** 5.0/5.0 stars **Reviewed by:** Amit C. | Senior Data Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 22, 2022 **What do you like best about ServiceNow Customer Service Management?** Request & Incident features to support customers within the organization and its capability of task management track. **What do you dislike about ServiceNow Customer Service Management?** I have faced the issue of a bit slow response on the portal while navigating from one to another option. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** A platform that connects developers with end-users to resolve issues & fulfill their requirements with the help of ticket or request creating feature. ### 6. Great application **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 13, 2022 **What do you like best about ServiceNow Customer Service Management?** Workspace and AWA for assigning cases to group members. **What do you dislike about ServiceNow Customer Service Management?** not able to forcefully assign cases to users. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Help customers solve different types of issues and answer questions. ### 7. Great **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** May 12, 2022 **What do you like best about ServiceNow Customer Service Management?** Integration to the rest of the platform and usability **What do you dislike about ServiceNow Customer Service Management?** Implementation costs and licensing costs **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We do not use Customer Service Management at my current company ### 8. Great ticketing and tracking system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 10, 2021 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is a fully customizable database. **What do you dislike about ServiceNow Customer Service Management?** ServiceNow can be restrictive due to the code which it accepts. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** ServiceNow has increased our organization's productivity ten-fold due to the ability to automate requests through scripts ### 9. All in one **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 24, 2022 **What do you like best about ServiceNow Customer Service Management?** Easy to navigate and Use, provide detailed informations regarding ticket and a lot of possible integrations. **What do you dislike about ServiceNow Customer Service Management?** None, there is occasional down time but that is understandable. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** IT issues, request, access provisions ### 10. More simplified structure **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 27, 2021 **What do you like best about ServiceNow Customer Service Management?** The simplified view is very good. Easy navigation, it tracks the history of interactions which makes it very feasible. I would also applaud the customer service. **What do you dislike about ServiceNow Customer Service Management?** Lack features as compared to other CRM tools. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Our entire sprints are managed in ServiceNow. ### 11. customer service rep/tech **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 25, 2021 **What do you like best about ServiceNow Customer Service Management?** vast amount of customization and options **What do you dislike about ServiceNow Customer Service Management?** a bit complicated for a novice user. Takes some time to get comfortable with this software **Recommendations to others considering ServiceNow Customer Service Management:** More online documentation **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** improved ticket expediting ### 12. Makes Service management a breeze **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 28, 2020 **What do you like best about ServiceNow Customer Service Management?** I like the ease of the system functions, very straight up and understandable. **What do you dislike about ServiceNow Customer Service Management?** It's not quite ready to integrate with an online signature function just yet but that will put a bow on it. **Recommendations to others considering ServiceNow Customer Service Management:** I use ServiceNow for contract review management. People are able to check on the status of their contracts at any time and log in using their work credentials. They get notified of all approvals, updates, comments and attachments. I am able to run reports of timelines so that I can track the area that slows the process. You can update the fields to fit the needs of your customers. You are able to configure the logo to match your company. We have added an intro page that links to outside resources found on our company page so that you can click on that link and not have to visit webpages outside of your current spot. The way our is set up, you cannot save and come back to the opening submission page, but it's real short so not needed. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** No real problems but lots of benefits. The fields are easy to update by our i.t. department and the software is not the prettiest as far as design but it functions the way it needs to. We have tried to use Microsoft Flow but it is not as detailed as this. SN houses all comments and notifications go directly to the emails of all users involved for a specific project. If an attachment is added, a comment made, a cancellation, etc. you will be notified via email. You are able to sort and filter to the design that you would like based on the parameters of your choice. It is easy to maneuver once you have learned it but seems a bit overwhelming in the beginning because the appearance isn't all windows and buttons. Your projects are assigned control numbers for reference. ### 13. An imperforate ticketing management tool **Rating:** 4.5/5.0 stars **Reviewed by:** NIKHIL P. | Senior Software Engineer, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 23, 2019 **What do you like best about ServiceNow Customer Service Management?** Well, I can surely say that this is a best in class ticketing management tool, and also below pros that I can state for the tool: 1) Support provided by ServiceNow team to set up and customize the tool. 2) Very friendly user interface for ticket creation 3) One can clone the tickets, which saves a hell lot of time of users. 4) Reports - one can generate/ automate / schedule the reports for weekly/ daily intervals 5) Email Templates - Interactive email templates 6) Notification Emails is SLA is due 7) User can also add work notes on ticket- this helps a lot if more that one person is working on same ticket, User can add work notes so that all users working on the ticket will be aware of progress. 8) Customized dashboard- one can set a dashboard to see individual as well as whole teams tasks and tickets. 9) Most important is SLA for the ticket can be set as per ticket type (Service request/ Incident) and priority. **What do you dislike about ServiceNow Customer Service Management?** Yes there are few things which irritates user while using the tool: 1) When there are dependent picklists - user will face a lag while pinning in the input for dependent picklist value. 2) At overall tool level as well you will face a little lag in loading the page. **Recommendations to others considering ServiceNow Customer Service Management:** If you don't wanna disappoint to your customers for missing the SLA, choose "ServiceNow". **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** My team has been using the tool to handle the ticket (incidents and Service requests), which have been created by end customer users. ### 14. Very capable ITSM SaaS product but extremely complicated **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 30, 2019 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is best when you have access to all the modules which is very expensive, especially performance analytics. This is because the system is structured on a series of tables that natively relate to one another providing excellent relational information. Example: The INCident form has a field for the caller/customer name which is auto-filled on form load; that name is being pulled via javascript from the "user" table which has additional info about the user such as contact info and who their manager is, or what department they work in. This is pretty standard as far as ITSM platforms go but the ability to build complex workflows to automate work and tasks is extremely powerful. Furthermore, the Agent Intelligence automated ticket routing is amazing. Another positive is that the reporting capabilities of this program are extremely vast and powerful. **What do you dislike about ServiceNow Customer Service Management?** For the most part, you really need to know how to write JavaScript to take full advantage of the product. While it's ideal to use this product out of the box, some customization (not configuration) is required. Configuring and customizing will require skills in JavaScript, Angular, & Jelly which not everyone has. **Recommendations to others considering ServiceNow Customer Service Management:** Trial as much as possible. Use only what you truly need. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Right now I am filling some gaps in our Request management processes. We have seen immediate benefits in the User Experience area. ### 15. Scalable ITSM Tool for enterprise **Rating:** 4.0/5.0 stars **Reviewed by:** Alpeshkumar G. | Senior Specialist - Software Engineering, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 20, 2019 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is being introduced as a Service Management tool as part of the organization's DIGITAL Strategy. It's being used for Incident management and Ticketing purposes. ServiceNow features provide complete reporting and analytics with minimal configuration. ServiceNow's OOTB Table API-based architecture for querying helped us very well when integrating with Customer-facing systems. Also, ServiceNow's API-based architecture helped us to integrate with various platforms (Salesforce, Cloudsense, Aria) easily with lesser customization.

- Complete solutions (for ticketing) and can deliver complex functionality with minimum customization
- ServiceNow Technical team really hears customer feedback **What do you dislike about ServiceNow Customer Service Management?** - Observed ServiceNow has issues with its search capability in terms of search mechanism and low response for retrieving older records
- To utilize it properly, it requires a dedicated team of ServiceNow experts. Security Architects were not happy to use ServiceNow as we always need to WHITELIST IPs **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** As part of the company's strategy for digitization, ServiceNow has been brought in. As an integration team member, it helped us reduce issues with integration with Customer Facing systems and other digital platforms. ### 16. There are better incident managers on the market but it gets the job done **Rating:** 3.5/5.0 stars **Reviewed by:** Gabriel K. | Scrum master, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 09, 2019 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is an average service manager. It has incident, change, problem, CI and contact management, you can attach evidence to your tickets, and it has a built-in chat to communicate with the team. **What do you dislike about ServiceNow Customer Service Management?** It doesn't have anything different from other products on the market like OTRS and HP Service Manager. **Recommendations to others considering ServiceNow Customer Service Management:** Consider buying HP Service Manager, OTRS or even Trello/Jira from Atlassian. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We have a customer which only uses ServiceNow instead of the solutions we have at our company. ### 17. Perfect Ticking and HelpDesk tool with scalable modules **Rating:** 4.0/5.0 stars **Reviewed by:** Jesse B. | Asst. Director of Network Operations, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 26, 2018 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is a very complex yet effective helpdesk and ticking tool base. It can be used just as easy for an organization of a few to an organization of thousands. Its proactive notification is one of its best features to help not miss a beat on requests and work to be done. It supports project management and time tracking as well as road mapping and backlog management. **What do you dislike about ServiceNow Customer Service Management?** While Service Now is an excellent ticket tracker does fall a bit short on some of its expansion modules. Depending on your workflows, Service Now does get tripped up over having multiple owners or parent-child task relationships that are overly complex. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Our University was trying to solve a way to have a central ticking system for an internal and external customer that can support customizable simplicity for the external customer and complexity internally. The benefit from this product has been just that. It is not perfect but I have not seen anything else come close in the industry. ### 18. Best Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 26, 2019 **What do you like best about ServiceNow Customer Service Management?** The thing I like about customer service is how friendly the facility is and the staff. **What do you dislike about ServiceNow Customer Service Management?** I do not have any dislike about it at all the communication and staff is great. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** None at all ### 19. Great for organising customer support services **Rating:** 4.0/5.0 stars **Reviewed by:** Harry K. | Digital Services Team Leader, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 24, 2019 **What do you like best about ServiceNow Customer Service Management?** Managing support tickets Knowledge base for you documentation Service catalogue (to allow users to make all sorts of requests) Assign tickets to the respective team easily Send email notifications to callers **What do you dislike about ServiceNow Customer Service Management?** Sometimes the UX can end up being confusing, especially can you provide a large service catalogue to your users. Confusing labelling can confuse the end users. **Recommendations to others considering ServiceNow Customer Service Management:** Consider ServiceNow if you are looking for an all-in-one solution for managing tickets, store documentation and support your end users efficiently. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** It can be an all-in-one solutions for an efficient customer support service. ### 20. Very helpful to our organization **Rating:** 4.5/5.0 stars **Reviewed by:** Captured by Kenny C. | Project manager, Government Administration, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 19, 2019 **What do you like best about ServiceNow Customer Service Management?** I love how service now brings together all of the tools necessary for modernization **What do you dislike about ServiceNow Customer Service Management?** ServiceNow is very pricey and there aren't a lot of business benefits for smaller organization **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We've solved a lot of efficiency problems and the benefits have been more dedicated work for the customer. ### 21. Ease of use **Rating:** 5.0/5.0 stars **Reviewed by:** Gita R. | Information Management Specialist, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 21, 2019 **What do you like best about ServiceNow Customer Service Management?** Predictive Analysis, trends, performance Analytics **What do you dislike about ServiceNow Customer Service Management?** Various table structure in it, searching from various databases is not easy **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Customer requests, incidents ### 22. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 09, 2019 **What do you like best about ServiceNow Customer Service Management?** Service is is easy to use. Very intuitive for non tech people. **What do you dislike about ServiceNow Customer Service Management?** The level of sophistication is high but the functionality is not as high. It does the thing it does well but doesn’t do everything it needs to do. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Customer service and outreach. ### 23. ServiceNow is the modern day customer communication tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley G. | Marketing Coordinator, Sports, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 14, 2017 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow Customer Service Management?** I like the ease of set up and access for all users within the system, including our employees and customers. I like that we can personalize our ServiceNow site, which we have branded iServe for our customers. **What do you dislike about ServiceNow Customer Service Management?** The only issue we have had thus far is that it doesn't integrate with Hubspot, without going through a third party. **Recommendations to others considering ServiceNow Customer Service Management:** Figure out what your purpose for the software is, and what integrations you may want in it prior to deploying. Come up with a solid project plan on the entire set up process. Our entire on-boarding process is going on 1 year, and we are just about ready to fully launch and roll out. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** ServiceNow is our new Customer Communication tool within Amtech Software and Futura Services. We like the ease of being able to receive tickets, or issues, and also keep all customer information in one place. ### 24. ServiceNow review for helpdesk usage **Rating:** 3.5/5.0 stars **Reviewed by:** Steve M. | Senior Desktop Engineer, Hospital & Health Care, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** December 28, 2017 **What do you like best about ServiceNow Customer Service Management?** The thing I like the best about ServiceNow is it's ability to store so many records. It seems to be generally very reliable as well. **What do you dislike about ServiceNow Customer Service Management?** The reporting capability is very detailed, which is great to an extent but building report queries can be quite difficult because it is so powerful. **Recommendations to others considering ServiceNow Customer Service Management:** We use ServiceNow to also keep track of oncall management. Unfortunately this is another bad implementation in the tool as it is quite difficult to understand without taking training on how to manage it. Also, in my team we rotate oncall schedules each month. There isn't a way in ServiceNow to do that, you must rotate every 4 weeks, which of course leads to having to make manual edits on months that don't have 4 weeks in them. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We use ServiceNow for all of our Helpdesk tickets and customer support documentation. Knowledgebase articles are kept in the tool as well. ### 25. Tons of customizable features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 16, 2018 **What do you like best about ServiceNow Customer Service Management?** I haven't found any feature that I wish it had. I love being able to reply to users from my ticket or just post a comment for other technicians to see. The layout is easy to find what I need. **What do you dislike about ServiceNow Customer Service Management?** The search feature doesn't always find the ticket I need and you can't search both incidents and Service Requests at the same time. Will be in the middle of filling out an incident form and the app will close and everything I just typed is lost and no way to recover it and it usually does this when everything is filled out and lots of detail added while on the phone with the customer and just after I hang up so if I didn't have a piece 9f the info right when I retype it, then I'm screwed without the initial detail gathered while on the line. **Recommendations to others considering ServiceNow Customer Service Management:** Just do it and buy this. You won't regret it. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Easy way to track productivity by person, unit, customer and good way to gather details on reoccurring problems and be able to manage issues across multiple units and see if there is a commonality across the board. ### 26. Decent ticketing platform with a sluggish javascript heavy interface **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 06, 2018 **What do you like best about ServiceNow Customer Service Management?** Lots of customizability and fields provide for a flexible ticketing and incident creation platform, with plenty of room for custom triggers with 3rd party API's. **What do you dislike about ServiceNow Customer Service Management?** Javascript heavy application model causes slow load times and much lag / stutter on even newer 7th gen Intel i5 and i7 CPU base systems. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** The main benefit to using ServiceNow over our previous ticketing system is easier reporting and integration with external API's to provide better business and customer insights. ### 27. Makes the work collaborative **Rating:** 4.0/5.0 stars **Reviewed by:** Giancarlo M. | Administrador del sistema, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 26, 2017 **What do you like best about ServiceNow Customer Service Management?** I really like the way you can set your favorite actions, move the tickets to your peers and other support groups, the customization in your home screen, the knowledge management and search engine are really on top technologies that helps me to deliver faster to end customer. **What do you dislike about ServiceNow Customer Service Management?** Sometimes you can see lag in the updates for your tickets, I would really like to make my own template with colors schemes and if you make a change to a case it will assign you the case when that should not always be the best way to go. **Recommendations to others considering ServiceNow Customer Service Management:** I would recommend to take a few videos about the this service features, it has so many options you might get lost. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Ticket creation, follow up, work notes and communication with clients. ### 28. Service Now Review - SNOW Tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 15, 2018 **What do you like best about ServiceNow Customer Service Management?** Service Now used as part of Change & Incident Management in Cognizant Technology Solutions. Since we have every month release this used for getting the change ticket created from initial level to end of change ticket closure. As we are supporting the projects to customer SNOW is used to create the incident varys from Severity Level 5 to 1. And used to connect this incident to problem ticket on the same. Service is used to create change and incident ticket. **What do you dislike about ServiceNow Customer Service Management?** 1. License cost procure the people restrict access for everyone. 2. Adminstration is little rough since its vendor only product. 3. Since it connects with cloud it is faster however restrci the people from use. **Recommendations to others considering ServiceNow Customer Service Management:** Good one for companies follows ethics and reportings as of now **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** 1. Change Management 2. System is very faster since it is cloud 3. Incident Management 4. Problem Management 5. Reporting for assets that has been procured ### 29. Service now.. right now **Rating:** 5.0/5.0 stars **Reviewed by:** Nicholas H. | Owner, Hospital & Health Care, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 05, 2017 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow Customer Service Management?** I liked the ability to export data to other spreadsheet software or apps for app development and ease of use **What do you dislike about ServiceNow Customer Service Management?** I disliked only 1 person being able to edit a ticket at a time **Recommendations to others considering ServiceNow Customer Service Management:** do it! **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** I resolve PC issues for EU on a daily basis and this helps to not only have a standard ticketing system but it provides accountability for each team as each task is assigned to the proper team and as tasks in a master ticket are finished you not only see the whole project come together but it provides the customer a record of what is going on at any given time ### 30. CSM in the Real World **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 19, 2018 **What do you like best about ServiceNow Customer Service Management?** Customer Service Management provides a vital service to the organization and its vendors, partners and customers alike. It allows a business to manage and maintain B2B and B2C relationships via esthetically pleasing portals and dashboards. **What do you dislike about ServiceNow Customer Service Management?** Initial build is can be tedious with some customer who has large amounts of customization. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Opens up the business to communicate effectively with their partners and end users from a single system of record. ### 31. Perfect ticket management **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 01, 2018 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about ServiceNow Customer Service Management?** The ticketing system for this is great. We use this in conjunction to KCS which allows for our technicians to have a centralized knowledge base for common problems and issues. Service-now also has an incredible filtering system that allows us to group and organize by type of tickets to distribute and answer customer questions appropriately. **What do you dislike about ServiceNow Customer Service Management?** At first, the system can be a little intimidating and setting it up is not the easiest thing. The interface is understandable after sometime, but I believe it could be better optimized for new users. **Recommendations to others considering ServiceNow Customer Service Management:** this is a great ticketing system that really simplifies the way communication is done. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Customer ticketing systems. ### 32. Adequate, but look at other options first **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 27, 2017 **What do you like best about ServiceNow Customer Service Management?** I'm an end-user of ServiceNow and there's nothing I like about the product, especially compared to our former ticketing system (Footprints). I'm good friends with a colleague who installed this instance and assures me that ServiceNow is better than Footprints to configure and deploy, but he does not like the product either. **What do you dislike about ServiceNow Customer Service Management?** Their emphasis on distinguishing between Requests and Incidents is helpful from the customer's perspective, but there's no easy way to transition one to the other if the end user fills out the incorrect form. The two are fundamentally different in ServiceNow with its own fields and statuses and workflows and panels. If I want to create a custom filter to view my group's active work, there's no way to look for both, since each field is distinct but not necessarily present in a record, so I have to create two different filters for Unresolved Incidents and Unresolved Requests. ServiceNow boasts that it is customizable, but the quality of their support logarithmically decays as you customize your instance. **Recommendations to others considering ServiceNow Customer Service Management:** Evaluate your other options. Before deployment, they were advertising that the distinction between requests/incidents is useful for both end users and support staff, but these types don't work well together internally. They advertised that ServiceNow is "able to do anything", but I've found that the further you customize the instance, the less valuable their support becomes. If a trial period is available for this and any other solution, test it before deployment. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Our business requires a ticketing system for end user support. It is unfortunate that ServiceNow was chosen as the solution. ### 33. Confusing, and Unintuitive, but Indespensable **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 31, 2018 **What do you like best about ServiceNow Customer Service Management?** The ability to hover over tickets for info on tickets **What do you dislike about ServiceNow Customer Service Management?** So hard to Configure. Like 20 gear icons **Recommendations to others considering ServiceNow Customer Service Management:** I'm unaware of any better alternatives **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Handling many customer issues at once ### 34. ServiceNow Multi functionality Help Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Tamanna M. | Senior Software Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 25, 2017 **What do you like best about ServiceNow Customer Service Management?** Mostly it is having lot of build in feature like Incident Management,problem management,service catalog etc.It is based on software as service based platform so it is very secure also from security prospective.Very rich API which is very easy to use.Lot of customizing feature mostly here you can customize all the things as per you requirement.It is now open source and pricing in comparison to other tool is also convenient .Auto ticket raising,ticket tracking is very easy to manage and easy to automate.It's openness make its very easy you can add any ad-dons easily for your requirement.As it integrated with cloud you can access it from anywhere easily.chat and file sharing option between the user is also there.It provides good customer support also. **What do you dislike about ServiceNow Customer Service Management?** As it is providing lot of functionality it is very complex to use and set up all the thing at first.as lot of ad dons feature are there but it is not use to use the can work on it to make clear for the user. **Recommendations to others considering ServiceNow Customer Service Management:** i will strongly recommend serviceNow because it is a cloud based it service management solution which have lot of option and functionality which makes the managing thinks very easy with better perfection.It is efficient in cost also in comparison to other tool. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** we are using serviceNow mostly for Help desk and service management process.we are using it also for auto ticket raising and ticket status tracking and giving notification regarding the raised ticket status. ### 35. Great Ticket System! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 31, 2017 **What do you like best about ServiceNow Customer Service Management?** We are a large organization with multiple departments across a large area and can easily work together to solve problems. integrates wonderfully into our existing environment, and creates great transparency for our customer. **What do you dislike about ServiceNow Customer Service Management?** I wish it was easier to restrict access to certain areas for dealing with HIPPA content. **Recommendations to others considering ServiceNow Customer Service Management:** A very powerful, robust system, that can do a lot. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Cross team collaboration. Everyones in one space and issues can move seamlessly through support channels as needed. ### 36. Full featured Enterprise SDMS **Rating:** 4.0/5.0 stars **Reviewed by:** Rowan M. | Consulting Architect, Information Technology and Services, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 24, 2017 **What do you like best about ServiceNow Customer Service Management?** multi-channel access especially email issues and web view means less apps and easy to use say from a mobile to send a new incident to be automatically raised as a service now ticket Very good services and integration methods, including MuleSoft connector for rapid out the box integration The web interface provides a very clean and intuitive look and feel saas app - to such a degree I no longer need the standalone app. Identifying Configurable Instances and searching against assets is immensely useful **What do you dislike about ServiceNow Customer Service Management?** the abbreviation Snow - can be confusing when there is another system called snow - yet many people seem to abbreviate ServiceNow to snow... automatically generated ticket number in response to email is not sent to all people on the original DL, meaning only the originator of the incident request will get the ticket number meaning a new email (being careful to remove the service now email off the original request lest a duplicate incident is raised) approval emails could include the ticket details to save having to read in service now (but this is a small issue) as you need to be online to approve would like better monitoring and alerting. I know there are 3rd party apps which integrate well with service now but basic log monitoring, JMX and other options to complement would be a useful piece lacking from total turnkey solution **Recommendations to others considering ServiceNow Customer Service Management:** SDMS is much the same for most organisations. Unless you have radically different processes ServiceNow will likely work for you. Consider the active service monitoring options you will require and if you need professional services as it is far bettter to have the same group provide both - to avoid the tennis game of responsibility. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Service Desk. Great to be able to manage SLA's for service to ensure customer satisfaction and manage performance and targeted improvement. Problem management is also important when dealing with trends and not just symptoms. ### 37. Keeps track of IT Tickets **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 08, 2018 **What do you like best about ServiceNow Customer Service Management?** It's a good way of keeping track of IT tickets that are already being worked on and which ones have yet to be worked on. **What do you dislike about ServiceNow Customer Service Management?** It takes a few seconds after clicking on anything for it to do anything. Very slow and ponderous. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** It's easy to see what tickets are open and which ones are categorized as closed, and if they are closed in a satisfactory manner to the customer. ### 38. Quick in response **Rating:** 4.5/5.0 stars **Reviewed by:** Ajay S. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 24, 2018 **What do you like best about ServiceNow Customer Service Management?** The vast feature backed with good quality. **What do you dislike about ServiceNow Customer Service Management?** Since is hosted over the cloud, sometimes the results are delayed **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Incident Management System. The benefits are constant interaction with the customer ### 39. Good ticket tracking tool **Rating:** 3.0/5.0 stars **Reviewed by:** Jeremy C. | AV Project Manager, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 12, 2017 **What do you like best about ServiceNow Customer Service Management?** Ability to assign cases to users. Easily communicate the status of the case to the customer. **What do you dislike about ServiceNow Customer Service Management?** User interface is not as user friendly as I would like to see. **Recommendations to others considering ServiceNow Customer Service Management:** Spend time using the toll to become proficient...the user interface takes a little getting used to. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Technical issues ### 40. Service Now review **Rating:** 4.0/5.0 stars **Reviewed by:** Ameera K. | DevOps Engineer, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 29, 2018 **What do you like best about ServiceNow Customer Service Management?** Interface feels more sleek and integrated with SLU system **What do you dislike about ServiceNow Customer Service Management?** Still doesn't feel modern enough, a little confusing **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** IT service tickets for customer service ### 41. ServiceNow - Not so user friendly **Rating:** 2.0/5.0 stars **Reviewed by:** Debbie M. | Executive Leader - Independent Distributor, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 14, 2017 **What do you like best about ServiceNow Customer Service Management?** It's linked to our registration system so it's pretty easy to select customers and employees when sending emails. Easy to search tickets. **What do you dislike about ServiceNow Customer Service Management?** Difficult to send follow up emails as you cannot reply to a response with the email trail. You need to copy paste and if the person who sends the response adds additional people to their email they are not automatically added to the ticket and can get left off your response. Attachments to replies to tickets are not automatically attached to the ticket. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Internal and external support via email and phone. Able to keep up with customer problems and resolve them in a timely manner. ### 42. ServiceNow Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 30, 2017 **What do you like best about ServiceNow Customer Service Management?** The best part is that it can be customized based on each different client. This made it very easy for the customers to be able to use it as well as the technicians performing the work. **What do you dislike about ServiceNow Customer Service Management?** There seemed to be a couple of gimmicks when assigning a ticket to technicians. For certain technicians, you would have to select the hamburger at the top and then select "Toggle domain scope" and then type out the technician for the names to auto populate. This made it a little frustrating. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** The biggest problem being solved is using ServiceNow as a bridge between the customer and IT professionals from our end. It helps keep track of the record and with good notes, the problem can be fixed in a much quicker fashion. ### 43. Streamlined, comprehensive service tool **Rating:** 4.0/5.0 stars **Reviewed by:** Kyle S. | Clinical Systems Analyst - Enterprise Imaging, Hospital & Health Care, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 19, 2017 **What do you like best about ServiceNow Customer Service Management?** I really like search and category features. My organization has application records for each support group and it is easy to navigate between requests and incidents and track project progress. **What do you dislike about ServiceNow Customer Service Management?** Sometimes information is not quickly accessible and some specific search strings are required to source reports and data and construct meaningful dashboard widgets. **Recommendations to others considering ServiceNow Customer Service Management:** The more data and resources your organization is willing to put into ServiceNow, the more robust of a tool it will be. Having complete records allows forms to be filled with greater ease and increases the viability and accuracy of any reports run out of the application. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** By using ServiceNow our organization is able to quickly respond to and prioritize end-user incidents, problems, and requests. The work notes, task notes and customer-facing comments allow the analysts to collaborate and communicate with the end user in a single place that can be tracked and reviewed. ### 44. Interactive and customizable **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 17, 2017 **What do you like best about ServiceNow Customer Service Management?** The fact that it is so customizable. It makes it extremely customer friendly. In our business we have very specific use cases and crm just didn’t cut it. **What do you dislike about ServiceNow Customer Service Management?** It can be overwhelming to get used to. Since our implementation has many customized features training on it can be complicated. I’m still learning today. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** A better ticketing platform with reporting capabilities ### 45. Very customizable platform that can do anything you need **Rating:** 5.0/5.0 stars **Reviewed by:** J. D. S. | Platform Developer, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 20, 2016 **What do you like best about ServiceNow Customer Service Management?** I love the ease of customization and the flexibility of the platform. Customer service is always outstanding and they actually help you figure out the issues. The community is incredibly responsive and the knowledge sharing goes beyond any other platform I have used **What do you dislike about ServiceNow Customer Service Management?** The fact that you can do about anything you want. Just because you can, does not mean you should! **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We have decreased our call times based on templates and forms. We have increased customer satisfaction and made it easy for those who want to fix things themselves to be able to do so ### 46. Generally easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 10, 2017 **What do you like best about ServiceNow Customer Service Management?** Ability to customize display for ease of use **What do you dislike about ServiceNow Customer Service Management?** Lag time when switching from one incident ticket to the next or when updating an incident ticket. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Customer problems with EMR ### 47. Exceptional help desk and change management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 27, 2017 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is flexible and can handle the needs of many different groups effectively. The Parent/Child ticket functionality, linking Knowledgebase items to tickets, the Change Management/Asset tracking functions, and so much more. **What do you dislike about ServiceNow Customer Service Management?** The knowledgebase could be a little more full-featured. Image support is primitive at best, and formatting is a bit frustrating. **Recommendations to others considering ServiceNow Customer Service Management:** Take your time during the implementation phase. The hosted solution is by far the best. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Ticket management, customer-facing knowledgebase, asset tracking. We have realized that utilizing ServiceNow for all aspects of change management has improved our accountability and productivity. ### 48. Experience with ServiceNow **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** January 02, 2017 **What do you like best about ServiceNow Customer Service Management?** - Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets **What do you dislike about ServiceNow Customer Service Management?** - Multiple updates required for closure - Not completely following ITIL process - GUI can be improved compare to other solutions - Mobile view is not friendly **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** - Managing customer requests on priority basis - Assignment queue with user advisory - Managing the customer requests on global time zone level - Benefited with first resolution rate ### 49. SAP like...lots of features but UI has miles to go **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Biotechnology | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 21, 2016 **What do you like best about ServiceNow Customer Service Management?** ServiceNow or SNow is a very feature rich product for ticket and customer relationship management. Workflows, reports and repository use cases are ample and enough for every business need. **What do you dislike about ServiceNow Customer Service Management?** While Snow is feature rich, the UI and maintainability is very SAP like. The look and feel feels very twentieth century and is quite complex to navigate for a seldom user. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We use Snow for reprository, ticket and customer relationship management. ### 50. ServiceNow Financial Management Module Starting to Bloom **Rating:** 4.0/5.0 stars **Reviewed by:** Nancy B. | CEO/Founder, Information Services, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** April 23, 2016 **What do you like best about ServiceNow Customer Service Management?** The product comes with an out of the box Workbench application to allow click and drag data and model management. Data Cleansing to automate normalizing source data issues for vendor, cost center, account, location, etc. Data integration and leveraging other data (CMDB, Asset, Incidents) to create cost allocation metrics is easy to set up. PPM Integration comes out of the box and makes it easy for project costing to be included, giving a total cost (Opex and Capex) in a single view. Multiple Models to allow What If modeling and strategic decision support analysis. **What do you dislike about ServiceNow Customer Service Management?** The out of the box reports are still fairly immature, but rapidly maturing. It is easy to create custom reports and dashboards within the ServiceNow platform, so this is not a large issue. Updating the cost hierarchy can entail a level of effort if you need to mature in the middle of the model. **Recommendations to others considering ServiceNow Customer Service Management:** If you are already a ServiceNow customer for either CMDB or PPM, and you are looking for an easy to implement tool, this is a no brainer. This is just a tool, it does not address how to design your model or the processes to define and implement to make Service Costing Operational. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Service Costing IT Financial Management ## ServiceNow Customer Service Management Discussions - [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) - 1 comment - [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) - 1 comment - [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) - 2 comments - [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) - 1 comment - [View ServiceNow Customer Service Management pricing details and edition comparison](https://www.g2.com/products/servicenow-customer-service-management/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-09-24+00%3A07%3A42+-0500&secure%5Bsession_id%5D=4cdf9e4b-e278-45e6-91ab-2d1a7cd512b7&secure%5Btoken%5D=d01b34fcb931e4da22ee8bba3645891cb19e2ea3ace1e7112655b2eb86f44cb8&format=llm_user) ## ServiceNow Customer Service Management Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Database Management - Data Workflows - Issue Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication - Multi-Channel Communication **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness - Surveys & Feedback - Mobile Survey - Pulse Surveys **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Tickets - Macros **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring - Social Media Monitoring **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action - 360 Degree Feedback - Anonymous Feedback - Real-Time Analytics - Trend Analysis - Real-Time Data - Text Analysis - Sentiment Analysis **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Social Media Integration - Survey/Poll Management - Live Chat - Real-Time Reporting - Support Ticket Tracking - Knowledge Base Management - Customer Complaint Tracking - Real-Time Notifications - Case Management - API - Collaboration Tools - Customizable Templates - AI Copilot - Data Import/Export - Interaction Tracking - Service Level Agreement (SLA) Management - Audit Trail - Issue Management - Real-Time Updates - Corrective and Preventive Actions (CAPA) - Access Controls/Permissions - Self Service Portal - Multi-Channel Management - Third-Party Integrations - Canned Responses - Email Management - Customizable Forms - Surveys & Feedback - Activity Dashboard - Prioritization - Routing - Support Ticket Management - Widgets - Chat/Messaging - Alerts/Escalation - Activity Tracking - SSL Security - Workflow Management - Quality Assurance - Feedback Management - Issue Tracking - Customizable Branding - Tagging - Customer Service Analytics - Assignment Management - Email Templates - Customizable Reports - Reporting/Analytics - Reporting & Statistics - Forms Management **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **System Management** - Security - System Monitoring - SSL Security - GPS **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Customer Experience Management - NPS of Employees - Real-Time Notifications - Question Library - CRM - Data Visualization - Multi-Channel Distribution - Ratings/Reviews - Negative Feedback Management - Activity Dashboard - Email Management - Commenting/Notes - AI Copilot - Third-Party Integrations - Template Management - Reporting & Statistics - Social Media Integration - Text Fields - Customizable Questions - Reporting/Analytics - Real-Time Reporting - Customizable Branding - Conditional Logic - Website Integration - Search/Filter - Collaboration Tools - API - NPS of Customers - Multi-Language - Survey/Poll Management - Segmentation - Customer Segmentation - Reminders - NPS Survey Structure - Access Controls/Permissions - Widgets - Customizable Templates - Feedback Management - Customizable Fields - Question Branching **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top ServiceNow Customer Service Management Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (7,876 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,717 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,694 reviews)