Customer Service Management (CSM)

Resolution that feels effortless

Deliver faster, smarter service with AI that doesn’t just assist, it resolves.

ServiceNow Customer Service Management connects customers, agents, and the enterprise on one AI-ready platform. It transforms resolution into an orchestrated capability, where self-service actually solves, AI Agents execute across systems, and back-office teams work in sync. The result: faster mean time to resolution, higher deflection, and customer satisfaction levels that keep rising.

Deflect with real answers, not dead-end bots

Empower customers to resolve issues instantly with grounded AI search and conversational flows that do more than respond, they act. ServiceNow CSM combines Now Assist with Virtual Agent to surface trusted knowledge and trigger real actions across any channel (web, mobile, chat, or collaboration tools like Teams and Slack). The outcome: higher self-service deflection, reduced call volumes, and faster resolutions customers can feel.

From issue to resolution, fast, connected, and consistent service your customers can feel.

Make every agent your best agent

Now Assist gives agents instant case summaries, draft replies, and knowledge suggestions, cutting handle time and improving consistency. AI Agents go further, executing actions across systems with full governance. The result: faster resolutions and agents who focus on what really matters.

End-to-End resolution, not front-office silos

Connect customer service with fulfillment, field, billing, and supply chain on a single platform. With ServiceNow CSM, cases flow seamlessly across teams and systems, eliminating handoffs, delays, and data gaps. Customers get answers faster, and every interaction stays visible, auditable, and accountable from first contact to final resolution.

MULTIPLY NOW

The power of CSM

Real self-service that solves

Grounded search and Virtual Agent deflect up to 2× more cases, giving customers fast, accurate answers without agent intervention.

Agents who resolve faster

With Now Assist, organizations have achieved 33 % lower MTTR and 71% faster case resolution, driven by AI-generated summaries and next-best actions.

End-to-end visibility and control

Connecting service with fulfillment, billing, and field operations on one platform drives up to 25% increase in customer satisfaction, turning resolution into a measurable business advantage.

FAQs

Can ServiceNow CSM orchestrate cross-team workflows (billing, fulfillment, field service)?

Yes—Flow Designer coordinates tasks end-to-end while SOM/FSM handle order and field work on the same platform. AI Agents automate routine steps and log evidence, so SLAs and audits stay intact.

How does ServiceNow handle AI governance and data privacy (Generative AI Controller, Now Assist Guardian, PII masking)?

Models and providers are governed centrally; sensitive data is masked before any model call. Guardian monitors prompts/outputs for violations, and every action is logged for audit.

How does ServiceNow integrate with contact centers (Genesys, Amazon Connect, Five9)?

Bring your existing CCaaS—IntegrationHub and partner connectors unify voice, chat, and digital into one agent workspace. Agents get a single view; customers get consistent, omnichannel service.

Is ServiceNow CSM a Gartner/Forrester leader?

ServiceNow is a leader in both the Gartner Magic Quadrant and the Forrester Wave for Customer Engagement.

What are ServiceNow AI Agents—and how are they different from chatbots?

AI Agents plan, execute, and close tasks across systems with guardrails; chatbots mostly converse. They’re grounded in your knowledge, produce auditable actions, and actually move work forward.

What problems does ServiceNow CSM actually solve?

It unifies channels, agents, and back-office on one workflow so handoffs and swivel-chair work disappear. Expect faster cycles, cleaner reporting, and a single customer truth—value multiplied.