I like the portal in ServiceNow Customer Service Management because it's a one-stop shop for customers, where account managers can check all cases for the account. It's also easy to access knowledge articles, get help, create cases, and respond to any questions. The flows and automation features are also aspects I really appreciate. The initial setup was quite smooth, and the guided tours are great. Review collected by and hosted on G2.com.

Integrations and SSO can improve. Add more plugins to integrate with industry available options and make SSO easier. Review collected by and hosted on G2.com.

I like that it keeps everything in one place. It makes it much easier to track customer issues, collaborate across teams, and make sure nothing falls through the cracks. Review collected by and hosted on G2.com.

The interface can feel a bit overwhelming at first, and some tasks take more clicks than they probably should. There’s definitely a learning curve for new users. Review collected by and hosted on G2.com.

Using the CSM to create tasks for our warehouse that are lined up with the clients case needs makes it real easy to get tasks done Review collected by and hosted on G2.com.

Sometimes we have to click too much to get to the docs Review collected by and hosted on G2.com.

All the data that we receive regarding what our customers contact us about, the playbooks to guide our agents through resolution steps and allow everyone to do it the same, Now we have data and the foundation to use agi agents Review collected by and hosted on G2.com.

Performance Analytics - it is an awesome tool and can provide so much data, but very hard for every day users to build and get data - it requires too much technical knowledge for regular users to build their own kpis Review collected by and hosted on G2.com.

Seamless integration with other ServiceNow task actions (e.g. Create Work Order, Create Service Request..), easy use of Service Operations Workspace for agents, strong foundation and ease of use with OOB Employee Center. Review collected by and hosted on G2.com.

Complexity and customization difficulty with modals (e.g. adding new required fields as mandatory and wrapping validation around them). Analytics capabilities and reporting may be limited unless you upgrade to 'pro'. Agent handling time isn't measured based on foreground tabs, but rather a 'start/stop' timer button/action. Review collected by and hosted on G2.com.

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

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

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

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

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

I like ServiceNow Customer Service Management for the repeatability of our processes. The software helps manage workflows effectively and provides structure and governance to our processes, which is crucial as we have the same types of processes happening across our organization. Despite a bit of a learning curve initially, it becomes pretty easy to use and greatly assists in creating workflows in a more automated and insightful way, helping to identify potential efficiencies. Review collected by and hosted on G2.com.

I feel like it could help more in creating workflows in a more automated and insightful way and identify possible efficiencies. Review collected by and hosted on G2.com.

I like the visibility into the status of cases and the simplicity of escalation. I also appreciate having access to Knowledge and templates, as well as the reporting capabilities. The initial setup was super easy. I also value Now Assist as a feature. Review collected by and hosted on G2.com.

I think case summarization could be improved. It would be helpful if it provided a summarization for the profile of a client, not just for one case relating to the same client. Review collected by and hosted on G2.com.

I appreciate ServiceNow Customer Service Management for the ability to consolidate multiple tools and teams into one platform. The overlay of CRM designed by their partner Tenon helps us develop and use an effective buyer/customer journey. I also like the ability to build, implement, and integrate sales, marketing, and service data and then provide visibility to the efficacy of related efforts. The initial setup was smooth thus far, which is a plus. Review collected by and hosted on G2.com.

nothing Review collected by and hosted on G2.com.

This platform has incredibly improved our communication with strategic logistics partners. Its virtual agent automated our routine customer inquiries, allowing us to focus on critical communications. I really liked its consistent service delivery. Review collected by and hosted on G2.com.

To be honest, I didn’t come across any specific negative factor other than having a learning curve and expensive licensing costs. Review collected by and hosted on G2.com.