ServiceNow Customer Service Management 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

ServiceNow Customer Service Management

4.3

(151)

Pricing

Pricing available upon request

About ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless customer experiences and connect the entire enterprise. It provides a range of features such as case management, analytics, self-service portal, and intelligent guidance to streamline customer service operations and reduce the cost to serve.

CSM's self-service portal enables clients to raise requests or complaints, create cases, and track ongoing projects on the channel of their choice. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The Playbooks for CSM module allows agents to request information from clients and manage the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.

With CSM's case management functionality, customer service agents can manage customer interactions from initial contact to case closure. The platform's analytics capabilities allow businesses to gain valuable insights into customer behavior and track performance indicators. This helps bu...

ServiceNow Customer Service Management Screenshots

ServiceNow Customer Service Management Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

No plan information available

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ServiceNow Customer Service Management Features

Popular features found in Customer Service
Alerts/Escalation
Automated Routing
Call Center Management
Conversation Intelligence
CRM
Knowledge Base Management
Queue Management
Reporting & Statistics
Surveys & Feedback
More features of ServiceNow Customer Service Management
Access Controls/Permissions
Activity Dashboard
Agent Interface
AI Copilot
AI/Machine Learning
Alerts/Notifications
API
Application Management
Assignment Management
Business Process Automation
Caller ID
Call List Management
Call Monitoring
Call Reporting
Call Routing
Call Tracking
Call Transfer
Campaign Management
Change Management
Chatbot
Chat/Messaging
Collaboration Tools
Commenting/Notes
Communication Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Contact Management
Content Management
Customer Database
Customer Experience Management
Customer History
Customer Portal
Customizable Fields
Data Connectors
Data Import/Export
Data Management
Drag & Drop
Email Management
Engagement Tracking
Event Triggered Actions
Full Text Search
Help Desk Management
Incident Management
Interaction Tracking
Interactive Content
Inventory Management
Issue Auditing
Issue Management
Key Performance Indicators
Live Chat
Machine Learning
ML Algorithm Library
Mobile App
Model Training
Monitoring
Multi-Channel Communication
Multi-Language
Natural Language Processing
No-Code
On-Demand Communications
Order Fulfillment
Order Tracking
Performance Management
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Process/Workflow Automation
Project Workflow
Purchase Order Management
Quality Management
Real-Time Analytics
Real-Time Data
Real-Time Monitoring
Real-Time Notifications
Real-Time Reporting
Real-Time Updates
Reporting/Analytics
Role-Based Permissions
Rules-Based Workflow
Sales Trend Analysis
Search
Search/Filter
Self-service Analytics
Self Service Data Preparation
Self Service Portal
Service Level Agreement (SLA) Management
SMS Messaging
Social Media Integration
Special Order Management
Support Ticket Management
Support Ticket Tracking
Tagging
Task Management
Third-Party Integrations
Ticket Management
Trend Analysis
User Management
Visual Analytics
Workflow Configuration
Workflow Management
Workforce Management

ServiceNow Customer Service Management Integrations

Bright Pattern

SightCall

Webex Suite

Vonage Business Communications

TenFold

Talkdesk

See all 12 integrations

ServiceNow Customer Service Management User Reviews

Overall Rating

4.3

Ratings Breakdown

53%

33%

11%

Secondary Ratings

Ease of Use

4.1

Value for money

4.1

Customer support

4.2

Functionality

4.3

Jason P.

Verified reviewer

Computer Software

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed July 2019

ServiceNow A Great Piece of Software

We use it to enter tickets for clients experiencing issues with our software. I use it on a daily basis to log these tickets and to keep records of issues that are clients experience.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Cons:

There are times that it can be slow when trying to interact with some of the dashboards.

Reasons for switching to ServiceNow Customer Service Management

Salesforce has too much information that needs to be entered on each ticket. The attraction of ServiceNow is that it is simple and easy to use.

Solomon M.

Verified reviewer

Information Technology and Services

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed May 2024

My Incredibly High Valued Review on ServiceNow Customer Service Management

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is easy to manage our staffs effectively. It has an easy to use and userfriendly interface that is fit for all our employees. It is easy to cut tickets to our customers having issues.

Cons:

There is nothing we liked the least.It delivered to our company's expectations

Reasons for switching to ServiceNow Customer Service Management

The customer service we receive is incomparable.

Jen K.

Banking

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed December 2018

Good IT service management tool

Previously 3

Ratings Breakdown

Ease of use

Functionality

Pros:

ServiceNow is a mostly a pretty good IT service management system. I work in IT and all of us use ServiceNow to input and manage tickets. I like that I can pop open a screen and see all my open tickets in one place. The ticketing interface is straightforward, and I like that I can add internal notes and assign priority ratings to my various tasks. I think most users have been very happy using it.

Cons:

My only criticism is that it could use some help as far as navigation goes. There seems to be a lot of menu items/setting that I don’t use or don’t know where to find. Would like a cleaner look.

Song Kean T.

Verified reviewer

Telecommunications

10000+ employees

Used daily for less than 6 months

Review source

Reviewed April 2024

A refreshing tool

Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool.

Ratings Breakdown

Ease of use

Functionality

Pros:

The ability to build personal and team reporting dashboards

Cons:

Documentation to get help on creating filters

Reasons for switching to ServiceNow Customer Service Management

Organization's decision to save cost and increase efficiency

Verified

Reviewer

Computer Software

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed November 2022

Service Now -tools to use for Ticket management

I love the look and feel of service-Now.Support documentation and KB articles.If you have HI portal access then 80% of your problem is gone. Means you will get all the access for KB and documents which help you to understand any issue or product/ releases.Price is bit high but it is worthy to have Servicenow in your company.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

first and formost point is, most the module is Workflow driven.for Juniors it is ease to use and learn.coding is minimal.you will get hell lot of examples from Web and Service-now communities to refer. APIs are readily available to integrate with any app.

Cons:

if you report a problem or request for new feature then Servicenow team will take time to review that.then they will plan in their road Map may be it will come in next release like they have different release (helsinki/ geneva) or may be it will not come.this software they are keeping upto date so your team should have developers to fix the issue after each release.but i will say their product documentation is so so So good, it will help to understand and fix anything.

Reasons for choosing ServiceNow Customer Service Management

Support and Market review of this product is good.

Reasons for switching to ServiceNow Customer Service Management

maintaince of the product and support turn around time.

Verified

Reviewer

Information Technology and Services

501-1000 employees

Used daily for less than 12 months

Review source

Reviewed November 2020

A good ticketing tool with lot of options to develop

The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It does have good platform to create knowledge articles and save it This can be easily adapted by any organization

Cons:

Need to improve the UI Should have a Better tracking of the comments from the user and the agent

Reasons for switching to ServiceNow Customer Service Management

Zendesk has a better UI and it tracks the progress of the issue better and in a systematic way so that the ticket quality can be maintained.

Preeti S.

Verified reviewer

Financial Services

10000+ employees

Used monthly for more than 2 years

Review source

Reviewed June 2025

Honest Review about ServiceNow Customer Service Management

My overall experience with ServiceNow Customer Service Management has been really good. The comprehensive handling of customer enquiries makes it very reliable .

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The thing that I like the most about ServiceNow Customer Service Management is that the interface is very easy to understand interface and is also very easy to navigate. Raising tickets is very easy. Also, the platform uses very easy to understand English.

Cons:

At times, I find it not very intuitive and also certain features seem a little overwhelming for the beginners. Also, sometimes it is non -responsive or slow to to respond .

Tomia R.

Verified reviewer

Information Technology and Services

5001-10000 employees

Used daily for less than 2 years

Review source

Reviewed August 2024

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