ServiceNow Customer Service Management – Product Overview

In this course, you will learn about various product features of ServiceNow customer service management. I have tried to simplify the feature explanation using a use case. I have taken a very common day to day use case of customer service. This training covers all three aspects of customer service management i.e. customer experience, agent experience and management experience. You will learn how CSM is useful for customers, agents and management through this training. This is a free course and acts as a pre-requisite for CSM user training and CSM implementer training.

A brief about ServiceNow Customer Service Management product:

The ServiceNow Customer Service Management application enables you to provide the service and support that your external customers need. For example, your customers can communicate and get the help through the web, email, chat, telephone, and social media. With the Customer Service Management application, you can automate your processes and give your service agents visibility into the customer systems and tools that they need to deliver proactive services to your customers. Key benefits of the Customer Service Management application include:

Connecting your teams to boost efficiency: You can bring your front, middle, and back offices together so that you can proactively address customer issues and enable more self-service through automation.

Establishing real-time visibility into your customers’ products and services: Proactively detect and prevent issues by sending preemptive alerts to your affected customers. You can identify and predict trends to drive the actionable improvements and automate the resolutions for the most often recurring problems.

Identifying and assigning your issues directly: You can connect your teams to track issues to a resolution by directly contacting the customer’s department and quickly resolving these issues. You can also maintain a record of the known issues so that future customers don’t have to experience the same problems.

Whether starting or expanding your implementation of Customer Service Management, learn more about the available features that you can use to improve your customer service experience and to track your cases from start to finish.