Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Customer Service Management

The ServiceNow® Customer Service Management enables you to provide the service and support that your external customers need. For example, your customers can communicate and receive support through the web, email, chat, telephone, and social media.

ExploreLearn how Customer Service Management can help you with its key features and benefits.ConfigurePlan and customize Customer Service Management to meet your specific needs.AdministerManage and customize your Customer Service Management applications.IntegrateExtend Customer Service Management capabilities by integrating with other applications.UseSee how agents and managers can use Customer Service Management to create, route, and manage cases.AnalyzeAccess preconfigured dashboards with actionable data visualizations to monitor and improve your service.ReferenceGet additional information about Customer Service Management cases, including the lists, forms, rules, components, parameters, roles, and personas.AllocateUse workforce optimization to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.AutomateUse Now Assist for CSM to enhance user productivity and efficiency through conversation and proactive experiences using generative AI.

Additional resources

Learn more about what's new and changed, see the Customer Service Management release notes.
Log in to your ServiceNow® account and find additional information about implementing and deploying Customer Service Management features at Best Practices Library.
Access real-time courses, self-paced training, and career resources at ServiceNow University
Find useful resources related to your role and explore best practices at the ServiceNow Impact.
Connect with other Customer Service Management users at Now Community.