ServiceNow Customer Service Management

4.4/5(489)

ServiceNow CSM enhances every aspect of the customer lifecycle by utilizing AI-driven capabilities to optimize omnichannel self-service and improve issue resolution. It automates customer operations across departments and empowers agents with real-time intelligence and productivity tools. Key features and capabilities include: AI Agents: Handle routine tasks and complete processes autonomously, freeing up human agent time and scaling the call center operations 24/7. Self-Service: Empower customers with AI-powered conversational chat to get answers and take action quickly. Guide customers through personalized action steps across various channels such as chat, portals, and catalogs. Agent Workspace: Provide a single, configurable workspace integrated across channels for a holistic customer view. AI-powered case summaries, guided playbooks, and recommendations make it fast and easy to provide excellent service. Case Management: Seamlessly orchestrate complex customer issues across departments to boost resolution times and customer satisfaction with a unified data model and automated workflows. Knowledge Management: Allow AI Agents to create and share relevant knowledge articles and case summaries quickly with both human agents and customers. Predictive Intelligence: Use AI to anticipate customer needs, automate resolutions, and reduce case volume. Deliver smart, proactive service to achieve value faster. ServiceNow CSM unifies people, processes, and data, ensuring seamless and effective service delivery that leverages AI to enhance customer satisfaction and reduce operational costs.

ServiceNow Field Service Management

4.3/5(161)

ServiceNow Field Service Management brings together AI, data, and workflows on one platform to revolutionize field operations in delivery of industry-leading customer experiences: Seamless service: Extend Field Service Management with ServiceNow’s CRM solution to integrate service, sales, and delivery on one unified platform. Enable customers to self-serve based on their preferences through personalized portals, booking tools, virtual agents, and omni-channel flexibility, all powered by AI. Work planning and scheduling: Manage your territories efficiently with AI by visualizing and aligning resources to meet your business objectives and service demands. Automate scheduling and dispatching for both short- and long-cycle work, while streamlining project workflows to complete tasks on time and within budget. Resource management: Optimize your workforce by balancing jobs across internal and external resources, maximizing utilization while meeting safety, compliance, and work requirements. Create crews instantly based on geography, skills, and availability while seamlessly integrating third-party contractors to support specialized or remote work. Job execution: Equip your field teams with comprehensive job details, contextual knowledge, and guided mobile playbooks that execute workflows, provide personalized support, and allow for real-time work documentation. Simplify inventory management by facilitating part swaps and transfers in the field to maintain stock level integrity. Efficiently manage asset servicing from installations to repairs with maintenance plans based on time, cycles, and usage. Data insights: Analyze operational KPIs and metrics with AI via advanced reporting and analytics dashboards. Visualize maintenance schedules and predict future resourcing needs, adjusting workforce capacity based on accurate forecasts. Assess and remove field service workflow bottlenecks with AI and machine learning to exceed customer expectations with every visit.

ServiceNow CPQ

4.3/5(70)

ServiceNow CPQ is a high-performance Commerce Logic Engine, a solution enabling businesses to sell their products and services more effectively through direct sales teams and digital commerce channels with more guided, flexible, and interactive selling experiences. We do this by providing a dedicated headless engine to govern the logic, rules, and recommendations that direct how products can and should be configured and sold, augmenting CPQ and commerce platforms. By providing an easy-to-manage, flexible, centralized solution for managing how solutions can and should be configured and sold, businesses can accelerate their GTM agility, reduce system administration costs, and increase selling effectiveness and efficiency across digital and direct selling channels.

ServiceNow AI Agents

4.3/5(465)

ServiceNow AI Agents act autonomously on your behalf. They solve challenges in IT, customer service, HR, and beyond, driving exponential productivity.