--- title: ServiceNow Customer Service Management Reviews meta_title: 'ServiceNow Customer Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 500 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: 500 scale: '5' date_modified: '2026-08-12' 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:** 500 ## 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 **What users like:** - Users value the **ease of use** of ServiceNow CSM, benefiting from streamlined automation and centralized workflows. (34 reviews) - Users value the **seamless integration and automation** of ServiceNow CSM, enhancing customer lifecycle and improving issue resolution. (26 reviews) - Users commend the **efficiency** of ServiceNow CSM, streamlining processes and expediting issue resolution significantly. (21 reviews) - Users appreciate the **smooth workflow** of ServiceNow's Case Management features, enhancing efficiency and agent effectiveness. (20 reviews) - Users value the **automation capabilities** of ServiceNow CSM, which significantly enhance issue resolution and team productivity. (18 reviews) - Users value the **centralization** of ticket routing in ServiceNow, simplifying workflows and enhancing visibility for all users. (16 reviews) - Easy Integrations (15 reviews) - Integrations (15 reviews) - Customer Satisfaction (14 reviews) - Users value the **quick and effective support** provided by ServiceNow, enhancing their experience in managing incidents. (14 reviews) **What users dislike:** - Users find the **learning curve to be complicated** , requiring significant understanding for effective implementation and integration. (18 reviews) - Users find the **steep learning curve** of ServiceNow Customer Service Management challenging, requiring skilled help and thorough training. (15 reviews) - Users feel the **limited customization** restricts adaptability for project tracking and ticket email formatting clarity. (13 reviews) - Users find the **complexity** of ServiceNow Customer Service Management challenging, requiring significant time for setup and understanding. (12 reviews) - Users note a need for **interface improvements** to enhance self-service branding and data model flexibility in ServiceNow. (9 reviews) - Users express concern over **missing features** like better interface customization and tracking capabilities for project-based work. (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) - User Interface Issues (6 reviews) ## ServiceNow Customer Service Management Reviews ### 1. Very user friendly and easy to access application **Rating:** 4.0/5.0 stars **Reviewed by:** shilpa D. | Senior Process Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about ServiceNow Customer Service Management?** Service now is a great platform to perform our everyday work duties and meet SLA's of our assigned tasks. It is very user-friendly. It is an excellent overall tool **What do you dislike about ServiceNow Customer Service Management?** Sometimes it gets slowdown and throughout from the current page to another **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** in telecom billing it is helping us to on time invoice review, cost analysis, optimisation and over all invoice processing, incident management ### 2. ServiceNow Nice Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Vibha P. | Technical Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about ServiceNow Customer Service Management?** We are using the ServiceNow tool for reporting work and Incidents and lots of internal processes for managing groups, forms etc. Based on my work I like lots of good features in ServiceNow which help us to make automate lots of reporting work etc. - Live Chat - Maintain all old records - Reporting work - Highly customizable - ServiceNow has an email inbuilt feature which sends the notification mail to the user about ticket updates. **What do you dislike about ServiceNow Customer Service Management?** ServiceNow Initial Setup can be daunting. Sometimes we observed some slowness issues in ServiceNow when trying to search for something. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We have managed and automated our reporting and documentation work in ServiceNow. ### 3. My ServiceNow Customer Service Management review **Rating:** 4.5/5.0 stars **Reviewed by:** Wahed S. | F5 Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** August 31, 2022 **What do you like best about ServiceNow Customer Service Management?** User friendly, easy to manage many all things at one place. Hardly saw any outage from the vendor which is just awesome **What do you dislike about ServiceNow Customer Service Management?** Should have made avaialble on Internet instead of Intranet with some SSO or authenticty so that users can use it from any where. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** all ITSM, customer management etc at one place ### 4. One of the best tool for customer support. **Rating:** 5.0/5.0 stars **Reviewed by:** Aza A. | Chief Marketing Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is straightforward and easy to customize. You can customize your dashboard with all the details you want to see daily, and it helps prioritize incidents according to severity. **What do you dislike about ServiceNow Customer Service Management?** ServiceNow's ease of customization may also be its Achilles' heel. If not handled correctly or modified too much, it won't take long to make the job upgrade path unsustainable. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** The tool is suitable for any service-oriented organization but needs to focus on improvements as more ticketing tools are in the market with better capabilities. ### 5. Proactive SNOW Support Team **Rating:** 4.5/5.0 stars **Reviewed by:** The Pranshul G. | Technical Leader- Technology, Enterprise (> 1000 emp.) **Reviewed Date:** September 02, 2022 **What do you like best about ServiceNow Customer Service Management?** Most helpful about their support is providing a regular update on open support tickets and focusing on customer good experiences and satisfaction. My experience was easy, swift, personalized and helpful. **What do you dislike about ServiceNow Customer Service Management?** So far, no bad experiences, each engagement with the SNOW Customer Support Team was helpful, and issues were resolved on time. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Problem Related to My environment, Issues related to extra load on systems, and issues related to new integrations were solved by the support team. All of these benefited us because of proactively detection and resolution. ### 6. Great Service Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Amit G. | Technical Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow Tool is being used in my entire company to manage the work of each projects. - Cloud Base. - Chat Integration. - Good Search Capability. - Easy to use and manage all tickets. - Custome Report **What do you dislike about ServiceNow Customer Service Management?** Sometimes we have faced some slowness issues in this tool. Change processes are a bit lengthy and complex. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We have improved the response time and met the SLA of each ticket and change management. We have integrated our ITIL process with ServiceNow. We have created different repots to maintain all project tickets and other information to provide transparency and improve efficiency and other operational work. ### 7. My experience **Rating:** 4.5/5.0 stars **Reviewed by:** amit k. | Workforce Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about ServiceNow Customer Service Management?** I have used your crm; sometimes there data hygiene issues but your support team always helped me if I got stuck. **What do you dislike about ServiceNow Customer Service Management?** Your customer support don.' t handle the sistuation patiently. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** It is helping me to keep my data systematically, and i can use it according to my requirement. ### 8. ServiceNow makes it easier **Rating:** 4.5/5.0 stars **Reviewed by:** Abhinav B. | Management Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow makes it easier to handle calls and incidents while being busy. **What do you dislike about ServiceNow Customer Service Management?** UI/UX can be improved. A lot of people are working on ServiceNow, so it will be better to have a more clean UI. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Handling big databases of incidents and interactions. ### 9. Great Software for handling customer queries **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow Customer Management is a great software for handling customer queries and transferring tickets to different person in different departments it allows to handle the queries in the best way possible. **What do you dislike about ServiceNow Customer Service Management?** Till date the solution is fulfilling everything that we require and the support on the service is great and effortless as such tere is nothing to be disliked about. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** ServiceNow Customer Management helped in managing the queries in an optimised and efficient way, and everything remains in the loop and nothing can't be skipped. ### 10. Best ticket/incident management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Akash M. | Test Automation Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 02, 2022 **What do you like best about ServiceNow Customer Service Management?** Smooth interface and easy to understand. **What do you dislike about ServiceNow Customer Service Management?** All is perfect. UI design could have been improved. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** It's easy to track, manage prod and non prod issue. User easily access incident and can work on it ### 11. Perfect Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Amit Gulia, C. | Business Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 22, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow we used in our current project to manage the daily Incident , Change management, problem management and other reporting work. Easy to search. Very easy to Categorize the tickets. Tool interfaces are easy to use and perform daily tasks. Asset Configuration. **What do you dislike about ServiceNow Customer Service Management?** Initial Setup. change process needs to be improved. sometimes we face some slowness issues. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We have managed our project work via the ServiceNow ticketing tool in a better way. Tracking the incident history. Easy to track all changes at the server level. Reporting work is quite easy since we start using it. Track all Asset deatils. ### 12. Cloud Base Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Debopriya B. | Senior Solutions Integrator Cloud, Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow Tool is quite easy to use and maintain project daily works. ServiceNow provides the flexibility to integrate other automated tools. Easily we can create the ticket for other teams. It provided a common platform for the project team to work smoothly. **What do you dislike about ServiceNow Customer Service Management?** It's paid licence tool and it's a bit expensive. Small organizations may not afford this tool. I did not see any downside with this tool. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** ServiceNow helps to provide end-to-end support for clients and maintain the SLA of each incident. ServiceNow provides the common platform to manage the IT Asset. ### 13. Best Ticketing and Reporting tool **Rating:** 5.0/5.0 stars **Reviewed by:** Advocate Priti R. | Assistant Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 19, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is the best ticketing and reporting tool in the market. Easy to use and create any new request. We can customise this tool to get the report as per the requirment. We can integrate the other automation tool with serviceNow to enable a single interface for all users. **What do you dislike about ServiceNow Customer Service Management?** Its not a free tool, cost are involved to get licenced of this tool. I did not see any major issue since we start using of it. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We have customized our major work on service now like Resource Project plaining, Reporting work, Capacity planning, All Billing Cycle etc. ### 14. ServiceNow Wonderful Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Satchidananda R. | Senior Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow we use for Daily Incidents, change management, Problem management and reporting work. ServiceNow provides lots of advanced features which are good and helpful to automate the reporting work. Easy to track all incidents within SLA. ITIL process integration, We can create the type of tickets. Alerts immediately when tickets are created. **What do you dislike about ServiceNow Customer Service Management?** Change Process is lengthy, Search facility should more improve. Sometimes we face slowness issues. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We can manage all project work using the ServiceNow tool. We can easily track all our assets. Reporting work has been automated. ### 15. Servicenow - Ticketing tool for customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Aditya J. | Security Delivery Analyst - Identity and Access Management, Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow tool is best tool for tickets management. When I started my IT career since then I am using this tool in my both of organizations. It's been more than 3 years of use. The best part I like about servicenow is it's very simple to use, to raise new request and to manuapulate those. It's really manage customer service. Using this we track any changes, requests very easily. **What do you dislike about ServiceNow Customer Service Management?** In my current organzation I am still using this tool for customer service tracks. One this I dislike about it is when someone else from our team has open any change request to track any project level changes and on change completion, he/she can only be able to close the change request. No one else can close the change request. other actions can be taken by someone else too but not close action. This has to be modified. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** When I had to do one change at organization/project level and then I asked someone else from our team to open one change request to track. He opened ticket and go to approval as per process flow. I had completion successfully without any issues. I posted everything on the ticket for future and now ticket is ready to close. I asked someone else to close the ticket as it has been done. The person who raised the ticket was not in shift on the day and anyone else could not be able to close the change. Then I reached to manager and raised this concern as it might be SLA breached. He talked to client regarding the same and it is still on the way. It is not yet resolved. ### 16. Overview about ServiceNow customer service management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2022 **What do you like best about ServiceNow Customer Service Management?** The data is very accurate. We can customize the dashboards according to our requirements. User interface looks good. We can create our own qeuires. We need basic training to use the tool **What do you dislike about ServiceNow Customer Service Management?** One should have basic training in order to use the tool. Otherwise it can lead to some service level agreements that may lead to penalties. Agent workspace user interface needs to be improved. it's bit clumsy **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We create change requests, service requests and problem tickets. Slove alerts and incidents occurred. And also it is great reporting tool. The data is very accurate. Even including seconds the timelines are given. For auditing purpose it helps a lot ### 17. Too much information displayed? **Rating:** 3.5/5.0 stars **Reviewed by:** Miguel S. | Programador Javascript y administrador de sistemas ITIL/ITSM/ITOM (ServiceNow), Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2022 **What do you like best about ServiceNow Customer Service Management?** I like the tab-oriented approach. Having the capability of checking multiple cases in the same window is a nice improvement as sometimes we already have the browser quite crowded with tabs. **What do you dislike about ServiceNow Customer Service Management?** When you open a case, a lot of areas or frames are included in the view. Sometimes is good but I'd rather to have the possibility of collapsing some of them to make the rest bigger. If you work with a laptop and do not have an external display, it can get a bit frustrating to operate with it. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We are solving how to centralize all the issues while keeping a dynamic interaction with all of them. Let's say that it could increase productivity to some extent. ### 18. Nice Reporting and Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Shubham G. | AIX/Linux System Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is being used in my entire organization in different projects to manage the daily, weekly and monthly work. - Cloud base. - We add/remove the attachment in tickets. - live chat feature - Search capabilities are nice in this tool. - Keep all records of all requests. **What do you dislike about ServiceNow Customer Service Management?** More automation is needed to separate CLs and Assets. Initial Setup. change management needs to be easier and more customized. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We used ServiceNow for Incident, Change, problem management and reporting work. We have integrated the ITIL process. ### 19. Customer Serice Management like a rock **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2022 **What do you like best about ServiceNow Customer Service Management?** Servicenow is by far the best and most comprehensive system for your business. Customer Service Management is easy to use and stands out of the box like a rock. With low-code you create beautiful portals and modify options. It is very easy to use. **What do you dislike about ServiceNow Customer Service Management?** A basic training is required to get started as an admin or developer though. Loading of screens is sometimes a bit slow. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** The agents work more productively so the customer is helped faster. Agents have more time available and can therefore deliver better quality. ### 20. Best for ticket management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2022 **What do you like best about ServiceNow Customer Service Management?** In servicenow we have endless options for changing flows, user interfaces and fields for ticket creation. This flexibility is great and requires very less IT know-how **What do you dislike about ServiceNow Customer Service Management?** The API integration and ticket performance analytics is not as expected. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We are using ServiceNow for 2 topics 1- IT requests 2- Sending requests to third-party suppliers We are able to track all the tickets under one umbrella ### 21. Service Now - Best Customer Service Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 01, 2022 **What do you like best about ServiceNow Customer Service Management?** 1. Ease of Ticket Management 2. Lot of automated workflow to make customer interaction easier. 3. Allows activity tracking of tickets resolved, inprogress,etc 4. Allows to set up automated reminders to customers. **What do you dislike about ServiceNow Customer Service Management?** 1.Its a load heavy application due to so many features due to which it takes time to load. 2.More analytics dashboards could be added 3. Lack of AI/ML intelligence. **Recommendations to others considering ServiceNow Customer Service Management:** A must to have software in a B2C (Business to Customer) Scenarios and vice versa :) **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** 1. Provides a bridge between Support executives and the customers. 2. In Managing, Tracking and Analyzing customer issues 3. Allows Interteam collaboration 4. Availability of notes in Ticket history helps to quickly understand customer issues ### 22. Perfect CSM platfrom **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow CSM has the best tools in the arsenel to track, manage, and monitor the service tickets. It has all the necessary features and functions set required for effective suport. **What do you dislike about ServiceNow Customer Service Management?** User interface and responsiveness can be improved to better serve the purpose. Also some optimization is also required for the support delivery. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** It makes it very easy to log the service tickets and add necessary attachments to it. CSM provides all the opportunities to the user to explain the request as thoroughly as possible. Ticket customization and auditing has been very beneficial for me as a user. ### 23. Extra Edge to your Integration with CSM capabilities **Rating:** 4.5/5.0 stars **Reviewed by:** Abhishek P. | Servicenow Administrator & Developer, Enterprise (> 1000 emp.) **Reviewed Date:** July 17, 2022 **What do you like best about ServiceNow Customer Service Management?** Predictive Intelligence and machine learning capability help to excel on the customer loyalty index. Provides a wider range to predict outcomes and help customers grow and achieve better results. It's very user-friendly and easy to integrate. **What do you dislike about ServiceNow Customer Service Management?** There may be a scope to improve Licensing model. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Case Management and Performance Analytics are big advantages. It provides better insight into KPI and business, process and where we stand currently, and what can be improved in a very user-friendly manner. ### 24. Servicenow Customer Service Management Review **Rating:** 5.0/5.0 stars **Reviewed by:** Rohit V. | Technical Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2022 **What do you like best about ServiceNow Customer Service Management?** The best part of ServiceNow Customer Service Management is that it is designed in a way which combines all the features of a customer management needs, like a customer, consumer and accounts relationships. **What do you dislike about ServiceNow Customer Service Management?** To be frank I don't see any kind of issues in the CSM module and even if I feel anything that is really needed we can make it using the custom functionality which Servicenow offers. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Servicenow Customer Service Management basically solves the customer-organisation relationship and its management. The organization will be having many customers and partners, these things can be solved easily using CSM management. ### 25. One of the best cloud based platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** July 13, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is very easy to set up for organizations and the interface is very friendly to the users. All users in our company found the incident management, change management, and raising requests all very streamlined on the platform. THe platform is very user friendly **What do you dislike about ServiceNow Customer Service Management?** There are a lot of modules and functionalities added by the platform over time which is available for all the users and all companies. Many of these modules/functionalities are not required for all companies/users. There should be an option for selecting/deselecting the modules. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** I think the platform brings a lot of efficiency to the systems. Also, the platform makes every user much more productive and the output per person increases significantly. ### 26. ServiceNow - Easiest Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2022 **What do you like best about ServiceNow Customer Service Management?** This platform makes us easier to report, which enables both operational and strategic insights. This has made us very easy to allow the enterprise to comprehensive service management with practical tracking ability. **What do you dislike about ServiceNow Customer Service Management?** The only thing is that we cannot change according to our needs like it takes much longer to implement. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We had a very complex integration in Risk Management, which ServiceNow made easier, Thanks for that. ### 27. ServiceNow CSM Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about ServiceNow Customer Service Management?** ServiceNow is the leader in digital workflows and it is a one-stop solution that offers multichannel support to manage the entire Client/Customer satisfaction sphere. ServiceNow helps in delivering better customer service. Allows developers for customizations. Highly scalable. **What do you dislike about ServiceNow Customer Service Management?** CSM requires a lot of data as a prerequisite to deliver proper service. Using CSM is an evolving task and companies need to invest more in this. If the data is huge it might lead to slowness. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Managing and automating any sort of Clients or customer issues in one place. It provides a holistic view of the current usage of the services. This leads to increase business performance. ### 28. ServiceNow CSM Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2022 **What do you like best about ServiceNow Customer Service Management?** Supports multiple contact options to customers such as chatbot, mobile application, voice assistant and portal. Implementing CSM has helped prevent customer calls. It has a live chat feature and customers can get answers to their queries with the chatbot even if there is no agent online. **What do you dislike about ServiceNow Customer Service Management?** As of now, there are no such limitations that we came across. The features provided by CSM were the exact one which we were looking for. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Centralized database for maintaining all the cases. Access full history of logged customer interactions. The CSM implementation has improved our performance with it's unique features. ### 29. Great framework **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2022 **What do you like best about ServiceNow Customer Service Management?** I like the framework with lots of built-in modules. For example, email, logging, REST integration, reporting, Angular support etc. **What do you dislike about ServiceNow Customer Service Management?** Sometimes customization is difficult as it solely depends on ServiceNow's extendibility. That is to say that, if we need to change some functionality and if ServiceNow doesn't allow then it's hard to hack around it. Further, every six months they have new version, which adds a burden on the team to do additional testing. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** The problem of setting up a support system very quickly and is also reliable. Further, it has preconfigured modules like SLA and reporting. ### 30. ServiceNow CSM Review **Rating:** 4.0/5.0 stars **Reviewed by:** Jignesh K. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2022 **What do you like best about ServiceNow Customer Service Management?** I have used ITSM, it is one of the best solutions to track the tasks that can increase productivity. **What do you dislike about ServiceNow Customer Service Management?** Not much dificulties but some time I am had faced the glitches. It is little bit hard to understand the workflow. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** ITSM help me to track the work proses and help me to undrstand the productivity of the team. ### 31. service-now : customer central **Rating:** 4.0/5.0 stars **Reviewed by:** sarath k. | Associate Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2022 **What do you like best about ServiceNow Customer Service Management?** best part of service-now csm is more flexible due to its low code feature. Every 2quarters, new releases will be delivered which makes platform more secure, modernized and trust worthy. **What do you dislike about ServiceNow Customer Service Management?** we may have to pay extra on top of the existing licence in order to use the new features released along with major updates. Needs to enable more training session for customers to understand the platform better. **Recommendations to others considering ServiceNow Customer Service Management:** yes **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** solved most of business tool integration. Whole SDLC process is automated through servicenow ### 32. Best Customer Service Management tool in the market **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2022 **What do you like best about ServiceNow Customer Service Management?** The user interface is very minimal and thus easy to use. Allows customizing the process of case and order management. **What do you dislike about ServiceNow Customer Service Management?** The design of the tools looks a bit old-fashioned. Also, the price is a bit high as compared to other similar tools. Apart from this, everything else is great. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Provides Playbooks for case flows. Automatic assignment to best agent based on some rule. Saves lot of time for the support team. ### 33. Service Now CSM **Rating:** 4.0/5.0 stars **Reviewed by:** Ankit S. | Technology lead, Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2022 **What do you like best about ServiceNow Customer Service Management?** Too much standardized and concise product. The product knows what the customer wants and its requirement. We can easily predict each phase of the process under its user interface. **What do you dislike about ServiceNow Customer Service Management?** Sometimes I lost within various options and need to check old service request what I have done earlier. There are few areas where the product can be improvise d. **Recommendations to others considering ServiceNow Customer Service Management:** The product is very lean and fit to corporate. I was using this product since last 6 years and must say very impressed with collaboration,knowledge repository, SLA management and process driven framework. I would really recommended to every industry to incorporate the same. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Most importantly their feedback, providing better services, instant response without delay within a fraction of seconds, better services to our customers means better value addition. ### 34. Good tool of workflow automation **Rating:** 4.5/5.0 stars **Reviewed by:** Denwer K. | Digital Marketing Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2022 **What do you like best about ServiceNow Customer Service Management?** I like the way I can automate the workflow for our company **What do you dislike about ServiceNow Customer Service Management?** I have been using it for a little time and must say I must have known about ITSM before using it. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** -Save time -Automate the workflows -Secure (I can trust on it) ### 35. Great software for customer support team **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 04, 2022 **What do you like best about ServiceNow Customer Service Management?** Great software for easy and fast resolution of customer queries and managing them **What do you dislike about ServiceNow Customer Service Management?** None so far. The experience is great and has helped us reduce time to solve customer queries and increase customer satisfaction. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Has helped us in easily maintain customer questions/query logs. Very easy to use by our support team. ### 36. Service Now - Best Ticketing Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Syed Amir A. | Associate Manager - RPA, Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2022 **What do you like best about ServiceNow Customer Service Management?** Ease of ticket management, ticket assignation and even managing the discussions **What do you dislike about ServiceNow Customer Service Management?** I personally don't like the User Interface, it takes some good time to load **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** The whole support mechanism of our automation is handled via Service Now. We have different tiers of teams for L1, L2 and L3 support and it works flawlessly ### 37. Easy to use and convenient software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** September 02, 2022 **What do you like best about ServiceNow Customer Service Management?** The tool is convenient to use and helps in much faster resolution of customer tickets. **What do you dislike about ServiceNow Customer Service Management?** None so far. Flexible tool which is helpful for our customer relation team. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Reolution of customer issues in our organization faster and more efficiently. Creation of records as well. ### 38. I would recommend it because instead of making the so many customizations we can easily leverage CSM **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2022 **What do you like best about ServiceNow Customer Service Management?** Make customer services available through all channel. Introduce self-service to drive customer service excellence. Go beyond the standard customer experience: empower agents with AI. **What do you dislike about ServiceNow Customer Service Management?** Need a aid on how to use the system or helpful tools for new users. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Maintaining a record of cases submitted. Easy access to view cases. Step to step automatic email notifications is a plus plus. ### 39. Support for ServiceNow **Rating:** 4.0/5.0 stars **Reviewed by:** George C. | Sr IT Monitoring Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** July 14, 2022 **What do you like best about ServiceNow Customer Service Management?** How easy it is to contact support. The vvarious support pages **What do you dislike about ServiceNow Customer Service Management?** We cant speak to real person on the phone **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Problems with ITOM Health and Mid servers ### 40. Best tool in the market **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 07, 2022 **What do you like best about ServiceNow Customer Service Management?** It proVides you the options and workflows that are needed for the job. Customer surveys is the best **What do you dislike about ServiceNow Customer Service Management?** The UI isn't that friendly and dark modes is a miss **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Service management tool that beats all its competitors ### 41. Dream workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Enterprise (> 1000 emp.) **Reviewed Date:** September 08, 2022 **What do you like best about ServiceNow Customer Service Management?** Saves lots of time which in turn saves lots of money **What do you dislike about ServiceNow Customer Service Management?** Nothing comes to mind that is negative about the service. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Keeps the enterprise connected and helps us work more efficiently ### 42. CSM is a great module as one can boost productivity, automate daily tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2022 **What do you like best about ServiceNow Customer Service Management?** It tracks cases and helps manage customer data in a deprived way. USP of csm is its service catalog. Other benifits are Integration Easy updates Simple User friendly Case management **What do you dislike about ServiceNow Customer Service Management?** Interfacing Response time License model Documentation should be in detail Not useful to handle advance search Reporting can be improved Inability to standardize dashboards **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** We are implementing CSM for complete end to end case management for our client It includes :- Integration Ability to add multiple data sources Technical requirements for answering questions ### 43. Very comfortable with servicenow **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2022 **What do you like best about ServiceNow Customer Service Management?** the ease and fluidity of the processes also teamwork which is much easier **What do you dislike about ServiceNow Customer Service Management?** the training does not really allow us to easily pass the different certifications **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** incident and labor management ### 44. As it has great platform which will be useful for all type of customera **Rating:** 5.0/5.0 stars **Reviewed by:** Sreedhar P. | Associate Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2022 **What do you like best about ServiceNow Customer Service Management?** Servicenow has lot of features like Discovery, service mapping agent workspace, Integrations with the third party tools **What do you dislike about ServiceNow Customer Service Management?** It Msp model and I don't see much dislikes **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Easy Case management ### 45. Good CRM tool for large corps **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2022 **What do you like best about ServiceNow Customer Service Management?** Very good CRM tool for large companies. Can handle large volumes of request data. Has very flexible features and i tegrations. **What do you dislike about ServiceNow Customer Service Management?** Very large and complex. Confusing libraries. **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** CRM management tool. Can be used to handle customer requests. ### 46. Awesome experience **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about ServiceNow Customer Service Management?** Best way to seamlessly integrate all trade channels. **What do you dislike about ServiceNow Customer Service Management?** No major dislike noticed but service management could be improved **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Channel integration upping our business revenue ### 47. Servicenow Review **Rating:** 4.0/5.0 stars **Reviewed by:** Bhanu T. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2022 **What do you like best about ServiceNow Customer Service Management?** Predictive Intelligence Agent work space Secops Flow designer **What do you dislike about ServiceNow Customer Service Management?** Multi tenants environment Multi service provider **What problems is ServiceNow Customer Service Management solving and how is that benefiting you?** Easy case management with different Omni channels ### 48. 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.) **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. ### 49. CSM review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **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. ### 50. A bit outdated but worthy module. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2022 **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 36% increase in customer satisfaction. ## 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=9§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+14%3A49%3A00+-0500&secure%5Bsession_id%5D=e171ccde-ea9a-45cf-8729-72232a096b1c&secure%5Btoken%5D=5cd6606f1abedcd325e95254ad28f52759eba2a2674289411a72594ee8c0b13e&format=llm_user) ## ServiceNow Customer Service Management Integrations - [Adobe Acrobat Sign](https://www.g2.com/products/adobe-acrobat-sign/reviews) - [Adobe Connect](https://www.g2.com/products/adobe-connect/reviews) - [Adobe Experience Manager](https://www.g2.com/products/adobe-experience-manager/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - 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[Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [SALT](https://www.g2.com/products/salt/reviews) - [SAP Business One](https://www.g2.com/products/sap-business-one/reviews) - [SAP HANA Cloud](https://www.g2.com/products/sap-hana-cloud-2025-10-01/reviews) - [SAP Sales Cloud](https://www.g2.com/products/sap-sap-sales-cloud/reviews) - [Sigma](https://www.g2.com/products/sigma-computing-sigma/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Splunk Enterprise](https://www.g2.com/products/splunk-enterprise/reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Webex Suite](https://www.g2.com/products/cisco-webex-suite/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [Workato](https://www.g2.com/products/workato/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## 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 (6,970 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,660 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,678 reviews)