5 Things You Need To Know About Servicenow CSM In 2019.

Everything you need to know about ServiceNow Customer Service Management ( ServiceNow CSM )

Customer Servicing has become highly essential function for businesses. This is peculiarly true for enterprises who service a massive number of consumer requests across all their interaction channels. With the flourishing impact of social media on brand reputation, organizations can longer treat customer service in reclusiveness to its other strategic subroutines. In today’s blog post we will look at ServiceNow Customer Service Management. ServiceNow has been steadily upgrading its customer service management framework. Keeping thriving enterprises in mind, this framework can simply scale for small, medium-size and large businesses and as well as an enterprise with relative ease.Let us deep dive into what ServiceNow CSM ( Customer Service Management) has to offer and what it means for your enterprise.

ServiceNow brings Customer Service Management for enterprises

ServiceNow Customer Service Management develops strategic accessibility and propulsive engagement with consumers, workflows, and outgrowth. Your consumer service teams will be capable to envision these partnerships in real time that in turn will develop unprecedented possibilities to

  • Smartly align and route consumer queries
  • Interact and share insights and knowledge
  • Comport root-cause breakdowns
  • Shorten dealing time
  • Provide strong self-service possibilities

Compelling  Workflow functionalities

Workflow is a very essential facet of customer servicing. Consumer requests require to be precisely routed to congruent representatives without the need for manual throughput.

ServiceNow Customer Service Management offers a smart routing engine which can route service requests based on type, precedence, chronological data as well as the profile of consumers. The idea is to cleverly route service requests for rapid throughput and better consumer experience.

Service requests which drop through the breaks and land up in nonproprietary service queues can manually be realigned to pertinent departments and consumers utilizing a visual task board.

ServiceNow Customer Service Management also offers a visceral workflow designer which aids IT and enterprise teams to specify and automate chores, duties, and processes.

Better case management

ServiceNow Customer Service Management’s Case Management functionalities offer agents with a single view of all consumer activities, interactions, and status information. It does away with superfluous interaction loops hence enabling accurate and rapid closures for each problem and case.

Further, Workspaces offers agents with a clean, muddle free environs to work on. With an Omni-channel incorporated interface, agents have admittance to all consumer incorporations across the web, chat, phone, email and social media.


In this trending era, customers are tech-discernment and require information or declaration at the click of a button. organizations are leveraging this attribute to their benefit. By enhancing self-service functionalities to their users and consumers brands cannot only shrink agent workloads but also offer a superlative consumer experience.

Knowledge Management Databases, Service Catalog, Community Forums, and Service Portal are enhanced to end-users and consumers. Hence, they can aid themselves without queuing for agents to service their quests.

ServiceNow Steps Ahead of Rivals in Overall Trends for Customer Service Management

Adapting Customer Service Management to the age of Digital enterprise

Past year, we identified the habits of Customer-focused enterprises in the Age of Digital enterprise. We couldn’t aid but notice that ServiceNow already had procedures to endorse each of the items on our list, most interestingly:

  1. Sharing knowledge externally and internally with consumers

ServiceNow’s online self-service choice with Incorporated Knowledge Management and Communities make it simple for your consumers to ask queries and find solutions.

  1. Acting consistently to improve the customer experience.

ServiceNow’s Customer Service Management shrinks service price and runs efficiencies by automating chores for general consumer issues with the Service Catalog. Less time spent on tasks that can be computerized, means more time aiding consumers and upholding them happy.


  1. Acting proactively to anticipate requirements

ServiceNow’s Customer Service Management observes service patterns, permitting firms to uncover trends and proactively respond to problems

In ServiceNow Customer Service Management, we noted ServiceNow’s robust technical support case and parenthetical management, and its simple configuration and alteration. The firm also reiterated the high scores which reference consumers rated ServiceNow workflow and enterprise rule automation, out-of-the-box functionality and user interface for commercial support.  

With key benefits for consumer-focused enterprise already identified, the queries for enterprises is no longer how to enhance and sustain their Customer Service, but rather how to respond to the increasing rate of conception and the detonation of channels and devices.  

As we continue to see Customer Service Management’s precedence rise within enterprises, Huntertech prevails unwavering to our notion in ServiceNow’s willingness to optimize, transform, and overhaul the enterprises of our clients. In the future, we can only expect ServiceNow to remain starring the way in depicting the future of Customer Service Management.

Ready to take your Customer Service Management to the next level? Partner with Huntertech – the top ServiceNow customer service management company in Bangalore, India to bring your enterprise into the future.

If you’re interested in learning more about leveraging ServiceNow to optimize your Customer Service Management, you can feel free to contact us


Reach our supporting team at hello@huntertechglobal.com


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