Service now as a CRM, ticketing system the best option to manage all kind of technical.and operations issues and also gives the opportunity to improve services and more. Review collected by and hosted on G2.com.

Anything at all but i will suggest to have a better app similar to the web, the app is not so easy and simple to use, there is a big improvement area there Review collected by and hosted on G2.com.

I find ServiceNow Customer Service Management very friendly to use. The workflow automation is particularly valuable because it helps streamline repetitive tasks and improves SLA compliance. I also appreciate that the initial setup was very easy. Review collected by and hosted on G2.com.

I did not dislike anything in the service now system Review collected by and hosted on G2.com.

I like ServiceNow Customer Service Management for its ease of use, as it makes defining case types straightforward and helps in specifying unique behaviors for different case types. I also appreciate the standardized data model, which keeps everything well organized, especially in terms of solving things. The case management framework is another aspect I value. Review collected by and hosted on G2.com.

Everything works just fine, but changing people's ways of working is some challenge. Review collected by and hosted on G2.com.

I like ServiceNow Customer Service Management for its ability to break down the wall between customer support and operations. This feature is especially valuable as it connects support tickets directly to the actual development workspace, which is crucial since customer issues often require backend investigation and fixes. Review collected by and hosted on G2.com.

While the platform is incredibly powerful, the learning curve is steep. To ease the learning curve, the platform could greatly benefit from a more intuitive, modern UI out of the box. Additionally, the initial setup was quite complex. Review collected by and hosted on G2.com.

I find ServiceNow Customer Service Management easy to implement, manage, and govern. The UI experience is intuitive and smooth. I appreciate the integrations with other systems and tools, as well as the simpler contact experience it provides. The platform's contracts and entitlements management is beneficial, especially its ability to see contracts and offerings delivered across all customer accounts. Additionally, the initial setup was easy. Review collected by and hosted on G2.com.

integration between cases and incidents. Review collected by and hosted on G2.com.

I like that ServiceNow Customer Service Management makes customer communication easy and straightforward. I find the special handling notes really useful as they ensure agents know how to deal with special customers effectively. The account management feature is also handy because it provides alerts, which help give instructions for assisting in case resolution. Additionally, I found the initial setup of ServiceNow Customer Service Management to be easy. Review collected by and hosted on G2.com.

The case lifecycle aspect could be improved by having more pending status dropdown options. Review collected by and hosted on G2.com.

I find ServiceNow Customer Service Management fairly easy to use. I appreciate how it integrates well with the ServiceNow AI features, which allow us to easily summarize case notes and generate knowledge base articles. I also like its compatibility with our ERP system and call center, making it a versatile tool for our needs. The integration with AI features makes handling cases smoother and keeps us more efficient. Review collected by and hosted on G2.com.

It's probably not the best tool for technical support but it mostly gets the job done. Review collected by and hosted on G2.com.

I like that the CSM workspace in ServiceNow Customer Service Management is nice and user-friendly. It's easy to use for the agent and integrates well with Now Assist capabilities like the Now Assist panel, which includes helpful features like case summarization. I also found the initial setup to be quite smooth. Review collected by and hosted on G2.com.

Sometimes the case summarization doesn't give all the desired result. It provides a short summary instead of a more elaborated one. Review collected by and hosted on G2.com.

I appreciate the level of configurability and customisation, and how it lets me tailor the product to a specific customer use case. Review collected by and hosted on G2.com.

I’m not sure there’s one we’re able to do much with in CSM. Review collected by and hosted on G2.com.

While traditional customer service is reactive, the standout feature of ServiceNow CSM is its ability to shift from reactive to proactive.

By connecting Customer Service directly to Operations and Engineering on a single platform, the system can often identify and resolve issues before the customer even knows they exist. Review collected by and hosted on G2.com.

The licensing cost and the fact it's not a simple plug and play model Review collected by and hosted on G2.com.