ServiceNow Customer Service Management Features
What are the features of ServiceNow Customer Service Management?
Platform
- Customization
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
Internal Use
- Customization
ServiceNow Customer Service Management Categories on G2
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Platform
Mobile User Support | Based on 33 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 73% (Based on 33 reviews) | |
Customization | Based on 39 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 39 reviews) | |
User, Role, and Access Management | Based on 39 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 87% (Based on 39 reviews) | |
Integration | Based on 38 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 83% (Based on 38 reviews) | |
Reporting | Based on 39 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 86% (Based on 39 reviews) | |
Dashboards | Based on 40 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 86% (Based on 40 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 40 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 89% (Based on 40 reviews) | |
Ticket Response User Experience | Based on 40 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 88% (Based on 40 reviews) | |
Workflow | Based on 40 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 86% (Based on 40 reviews) | |
Automated Response | Respond to common requests with standard reply 37 reviewers of ServiceNow Customer Service Management have provided feedback on this feature. | 82% (Based on 37 reviews) | |
SLA Management | See feature definition | Based on 39 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 86% (Based on 39 reviews) |
Attachments/Screencasts | Based on 39 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 85% (Based on 39 reviews) | |
Ticket Collaboration | Based on 37 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 90% (Based on 37 reviews) | |
Customer/Contact Database | Based on 38 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 87% (Based on 38 reviews) |
Communication Channels
Customer Portal | Based on 38 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 87% (Based on 38 reviews) | |
Email to Case | Based on 38 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 87% (Based on 38 reviews) | |
Live Chat Support | Based on 32 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 77% (Based on 32 reviews) | |
Social Media Integration | Based on 31 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 73% (Based on 31 reviews) | |
Voice | Based on 30 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis. | 76% (Based on 30 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. 29 reviewers of ServiceNow Customer Service Management have provided feedback on this feature. | 79% (Based on 29 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. 26 reviewers of ServiceNow Customer Service Management have provided feedback on this feature. | 78% (Based on 26 reviews) | |
Community Forums | Based on 26 ServiceNow Customer Service Management reviews. Enables users to engage with other users to solve common issues. | 71% (Based on 26 reviews) | |
Mobile Optimization | As reported in 25 ServiceNow Customer Service Management reviews. Optimizes the customer self-service experience on mobile devices | 65% (Based on 25 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 27 ServiceNow Customer Service Management reviews. | 78% (Based on 27 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 29 reviewers of ServiceNow Customer Service Management have provided feedback on this feature. | 81% (Based on 29 reviews) | |
Automation | As reported in 28 ServiceNow Customer Service Management reviews. Automates some or all operation related tasks | 83% (Based on 28 reviews) | |
Artificial Intelligence | Based on 26 ServiceNow Customer Service Management reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 77% (Based on 26 reviews) | |
Integrations | Based on 28 ServiceNow Customer Service Management reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 82% (Based on 28 reviews) |
Communication
Pop-up Chat | Based on 18 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 83% (Based on 18 reviews) | |
Notifications | Based on 18 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 87% (Based on 18 reviews) | |
Targeted Emails | As reported in 18 ServiceNow Customer Service Management reviews. Sends automated emails to further engage clients and potential clients. | 82% (Based on 18 reviews) | |
In-App Messaging | Based on 17 ServiceNow Customer Service Management reviews. Allows for live chat to be enabled within the app for customer help. | 82% (Based on 17 reviews) | |
Co-Browsing | Based on 17 ServiceNow Customer Service Management reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 83% (Based on 17 reviews) |
Internal Use
Customization | Based on 39 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 39 reviews) | |
Conversation Archiving | Based on 17 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 86% (Based on 17 reviews) | |
Lead Development | Enables employees to denote potential customers. 15 reviewers of ServiceNow Customer Service Management have provided feedback on this feature. | 83% (Based on 15 reviews) | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. 18 reviewers of ServiceNow Customer Service Management have provided feedback on this feature. | 87% (Based on 18 reviews) | |
Team Inbox | Based on 18 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 84% (Based on 18 reviews) | |
Customer Profiles | Based on 18 ServiceNow Customer Service Management reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 82% (Based on 18 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. | Not enough data | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. | Not enough data | |
Macros | Allows administrators to create templated responses to frequently asked questions. | Not enough data |
Channels
Ability to connect agents with customers through Live Chat.
| Not enough data | ||
Social | Connects employees with customers through a social media solution. | Not enough data | |
Live Chat | Ability to connect agents with customers through email.
| Not enough data | |
Phone | Connects employees with customers through a calling solution. | Not enough data | |
Text | Ability to connect agents with customers through text message solution.
| Not enough data |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. | Not enough data | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. | Not enough data | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | Not enough data | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | Not enough data |
Workforce Management
Agent Availability | Based on 19 ServiceNow Customer Service Management reviews. Offers complete visibility into agent availability to efficiently create and manage schedules. | 84% (Based on 19 reviews) | |
Skills Management | As reported in 19 ServiceNow Customer Service Management reviews. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | 85% (Based on 19 reviews) | |
Shift Scheduling | As reported in 18 ServiceNow Customer Service Management reviews. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | 85% (Based on 18 reviews) | |
Agent Self-Service | Based on 17 ServiceNow Customer Service Management reviews. Allows agents to set their own preferences, request time off, and trade shifts. | 82% (Based on 17 reviews) | |
Mobile Access | Allows users to access the software using mobile devices. This feature was mentioned in 15 ServiceNow Customer Service Management reviews. | 81% (Based on 15 reviews) |
Administration
Automation | Automates some or all operation related tasks 19 reviewers of ServiceNow Customer Service Management have provided feedback on this feature. | 89% (Based on 19 reviews) | |
Performance Analysis | Monitors call volume and quality to evaluate agent performance. This feature was mentioned in 20 ServiceNow Customer Service Management reviews. | 91% (Based on 20 reviews) | |
Dashboards | Based on 20 ServiceNow Customer Service Management reviews. Has a centralized dashboard for users to interact with. | 85% (Based on 20 reviews) | |
Forecasting | Based on 17 ServiceNow Customer Service Management reviews. Forecasts scheduling needs based on historical data. | 81% (Based on 17 reviews) | |
Intraday Management | Based on 17 ServiceNow Customer Service Management reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | 83% (Based on 17 reviews) |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. | Not enough data | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. | Not enough data | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | Not enough data | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. | Not enough data |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. | Not enough data | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. | Not enough data | |
Transcripts | Maintains a transcript of conversations from all channels. | Not enough data | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. | Not enough data |
Customer Support
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS | Not enough data | |
Speech | Comprehends human speech and can transcribe it to text for processing | Not enough data | |
Knowledge Base | The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | Not enough data |
Automation
Ticket Resolution | The platform is able to automatically determine how to resolve help tickets without assistance by human agents | Not enough data | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence | Not enough data | |
Intelligent Routing | When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to | Not enough data |
Artificial Intelligence
Learning | The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | Not enough data | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages | Not enough data | |
Conversational AI | The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers | Not enough data |
Generative AI
AI Text Generation | Based on 15 ServiceNow Customer Service Management reviews. Allows users to generate text based on a text prompt. | 68% (Based on 15 reviews) | |
AI Text Summarization | As reported in 14 ServiceNow Customer Service Management reviews. Condenses long documents or text into a brief summary. | 65% (Based on 14 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
Agentic AI - Customer Self-Service
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Help Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
