- Established enterprise customer service management platform with workflows
- Tight ServiceNow workflow platform integration across enterprise IT
- AI agents across enterprise service workflow automation today
ServiceNow CSM
Enterprise customer service management platform
SF8.5
SF Score editorial score across features, ease, and value, based on public reviews and product research. Learn more →
Run enterprise case management programfield serviceworkflow platform
Run enterprise case management programfield service
Best for
Large enterprise customer service teams today
Pricing
Custom
SoftFinders Score
8.5 / 10
Overview
What is ServiceNow CSM?
ServiceNow CSM is an enterprise customer service management platform with AI agents and workflows, used by enterprise support teams at large companies to run cases, omnichannel routing, field service, and customer service workflows across the customer service program, with AI agents and AI features layered across the established ServiceNow service product line that the team has built around enterprise customer service for many years across global enterprise customers today globally.
ServiceNow CSM fits enterprise support teams that want a serious customer service management platform tightly integrated with the broader ServiceNow workflow platform, rather than a standalone helpdesk tool without IT and business workflow integration across the service program at scale today across global enterprise markets and customers. Smaller teams may find pricing built for enterprise scale. Pricing is custom with quote based enterprise plans across global enterprise customer service markets.
KEY FEATURES
What you get out of the box
Case Management
Case management across the enterprise service program
AI Agents
AI agents across enterprise service workflow automation
Workflow Platform
Workflow platform across enterprise service IT integration
Omnichannel Routing
Omnichannel routing across the enterprise service program
Field Service
Field service across enterprise customer service operations
Knowledge Base
Knowledge base across enterprise self service portals
USE CASES
Where teams put it to work
Run enterprise case management program
Use AI agents across service
Use workflow platform service integration
Run omnichannel enterprise service program
Run field service across operations
Build enterprise self service portal
Editorial Take
What we like, and what to verify
- Pricing built for enterprise scale, not smaller teams
- Quote based pricing requires sales engagement to evaluate
- Implementation typically requires significant time and partner effort
Screenshots
A look inside
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FAQ