Revolutionize Your ServiceNow Customer Service with These 5 Game-Changing Features

16 May 2023| 6 min|Jakub Gond - ServiceNow Developer


Are you looking for a game-changing solution to revolutionize your customer service experience? Look no further than ServiceNow, known for its exceptional IT service management solutions. Its CSM has a laser focus on delivering a world-class customer experience. Curious? Explore five of the most impactful features of ServiceNow Customer Service Management and how they can take your customer service to the next level and drive customer loyalty. Get ready to see why ServiceNow and customer experience are a match made in heaven.

Why is customer support crucial?

In today’s cut-throat business world, delivering exceptional customer support is no longer just a nice-to-have; it’s a must-have. Customers demand speed, personalization, and efficiency in connected digital workflows. Companies that fail to make customer service flow a breeze risk losing customers to their competitors. To meet these expectations, businesses must invest in tools and technologies that streamline their customer service operations and enhance their agents’ productivity.

One such tool is ServiceNow Customer Service Management (CSM), an advanced cloud-based platform that automates and optimizes customer service processes. Next-generation now support comes loaded with many features that can help boost agents’ effectiveness and reduce their time on administrative tasks. This, in turn, allows them to focus on providing high-quality service to meet customer expectations just by using a single platform. Interested? Take a closer look at five game-changing features of Customer Service Management that can transform your customer service operations. 

ServiceNow CSM empowers organizations to optimize digital IT workflows, streamline customer support, and respond quickly to customer requests. With its Generation Now support portal and portfolio management capabilities, CSM enables seamless service support across the enterprise, enhancing employee experiences and engaging customers effectively.

Jakub Gond, ServiceNow Developer

Feature 1: Configurable Workspace

ServiceNow CSM’s Configurable Workspace is a valuable feature for businesses looking to streamline their customer service operations and enhance productivity. With this feature, companies can create a customized workspace for their agents, providing them with a single interface for managing customer interactions. It helps reduce the time agents spend switching between different applications, services and tools, allowing them to focus on resolving customer issues quickly and accurately.

Let’s say a company’s customer service team receives a high volume of customer inquiries across various channels, such as phone, email, and chat. By utilizing the Configurable Workspace feature, the company can integrate all customer interactions and data from different channels into a single interface. This custom workspace can be tailored to the specific needs and workflows of the company’s agents, allowing them to easily access customer data, case histories, and other relevant information. As a result, agents provide faster and more accurate solutions to customer issues, enhancing the overall quality of service.

Customer Service Management Configurable Workspace
Source: SPOC

With Customer Service Management Configurable Workspace, you get optimized agents’ efficiency and enhance customer service quality. By creating a customized workspace that integrates all customer interactions and data, your company’s self-service side can reduce response time, improve issue resolution rates, and ultimately provide its customers with an exceptional service experience.

Feature 2: Automated Routing and Assignment

Automated routing enables businesses to automatically assign customer inquiries and cases to the most appropriate agent or team based on predefined criteria like skill set, workload, and availability. By automating this process, your company can reduce the time agents spend manually assigning cases, ensuring that inquiries are given to the most suitable agent or team. According to Forrester, ServiceNow CSM has increased routing efficacy thanks to this feature, leading to 18% more case deflection and 20% greater efficiency. 

Reducing the time it takes to resolve customer issues is crucial for customer experience and the business’s bottom line, as time is money. For instance, when a customer submits an inquiry about a recently purchased product through the company’s website, the inquiry is automatically routed to the customer service team based on predefined criteria such as the product category and the type of inquiry. The system then checks the workload and availability of the agents and assigns the inquiry to the most appropriate agent based on their skill set and availability. If the agent is unavailable, the inquiry is rerouted to the next available agent with the required skill set. Once the inquiry is assigned to the agent, they receive a notification on their dashboard, which prioritizes their workload based on the urgency of the inquiry. This enables the agent to quickly respond to the inquiry and resolve the customer’s issue as fast as possible, enhancing the overall customer experience.

Customer Service Management Automated Routing
Source: ServiceNow

Through this process, you can ensure that customer inquiries are handled efficiently and effectively with the appropriate agents. It improves the overall customer experience and reduces the time agents manually assign cases, freeing up their time to focus on resolving customer issues and delivering exceptional service. 

Feature 3: Knowledge Management  

ServiceNow CSM’s Knowledge Management feature offers significant business advantages by providing a centralized knowledge base that agents can use to resolve customer issues quickly and efficiently. It helps your business reduce the time agents spend searching for information, allowing them to focus on providing high-quality service to customers.

Imagine a customer contacting the company’s customer service team with an issue related to a recently purchased product. The agent who receives the inquiry searches for the relevant information in the company’s knowledge base and quickly finds an article that addresses the issue and provides a step-by-step guide to resolving it. By using this information, the agent can quickly and accurately resolve the customer’s issue, resulting in a positive experience for the customer.

Customer Service Management Knowledge Management
Source: SPOC

As the knowledge base continues to grow, it becomes an increasingly valuable resource for agents to use when resolving customer issues. Agents can easily search for information based on keywords, tags, or categories, making it easy to find the information they need in no time. By streamlining the process of finding relevant information, businesses can help their agents provide a more efficient and effective customer service experience, leading to increased customer satisfaction and loyalty.

Feature 4:  Automation and Insights

The rise of automation in customer service is undeniable, with industry experts predicting that 40% of all customer interactions will be automated by the end of this year. ServiceNow CSM is keeping up with this trend by offering automation and insights capabilities to businesses. 

By automating routine tasks and workflows, the platform reduces the time agents spend on administrative tasks, freeing them to focus on more complex issues that require their expertise. This not only improves the productivity of agents but also ensures that they are able to provide faster and more accurate resolutions to customer issues, resulting in a better customer experience. 

Customer Service Management Automation and Insights
Source: SPOC

ServiceNow CSM’s insights capabilities give your business real-time visibility into customer service operations. It enables you to identify areas for improvement and take proactive steps to address potential issues before they become major problems. By continuously improving your operations, your company can not only improve customer service but also gain a competitive advantage in your industry.

Feature 5: Proactive Service

Being proactive is always better than being reactive, and ServiceNow CSM understands this. The platform’s proactive service features help your company to identify and address potential issues before they escalate, improving the customer experience and reducing the workload on agents. 

Example? ServiceNow CSM can monitor customer interactions and send alerts to agents when a customer is experiencing an issue, such as a slow response time or a failed transaction. This proactive approach allows your agents to reach out to the customer and offer assistance before the problem worsens. By resolving issues proactively, you can reduce the number of cases that agents need to handle, freeing up their time to focus on more complex issues and providing exceptional customer service. Ultimately, this approach enhances customer satisfaction and loyalty while saving time and resources.

CSM - proactive customer service
Source: SPOC

ServiceNow Customer Service Management: The Key to Gaining a Competitive Advantage

Exceptional customer service is a must to stay ahead of competitors. ServiceNow CSM offers a variety of features like the Configurable Workspace, automated routing and assignment, knowledge management, automation and insights, and proactive service that enable your business to provide high-quality service to customers efficiently and effectively. By implementing ServiceNow CSM, you can streamline customer service operations, reduce administrative tasks for agents, and improve their ability to resolve customer issues quickly and accurately. This results in exceptional customer service that drives customer loyalty and boosts retention rates, giving your company a competitive edge in the market. 

Do you want to transform your customer service with ServiceNow CSM and see the difference it can make for your business? Contact us for more information at