ServiceNow Customer Service Management Reviews & Product Details

Scope of the Customer Service Management, it integrates well with all other aspects of the ServiceNow product for a cohesive company system. The platform can be easily configured to business need with a degree of customisation for brand identity. Review collected by and hosted on G2.com.

The form template for logging of service requests can sometimes seem a bit outdated but this is a minor point and is not a significant deal-breaker when considering the platform. Review collected by and hosted on G2.com.

I appreciate ServiceNow's unified case management that captures all customer interactions, reducing the risk of lost tickets. The automation in routing ensures tasks are assigned to the right agents, improving response times. The real-time visibility and analytics provide critical insights into case trends and team performance. Additionally, the platform's scalability and multichannel support enable consistent service across various platforms as our business grows. These features enhance operational efficiency and customer satisfaction. Review collected by and hosted on G2.com.

I find the initial setup of ServiceNow Customer Service Management requires careful planning due to its high configurability, which presents a learning curve. It's crucial to understand how tables and business tools interconnect, requiring some practice and learning. Additionally, improvements needed are in the areas of setup simplification, configuration, cost and license transparency, and performance handling large datasets. Review collected by and hosted on G2.com.

I appreciate ServiceNow Customer Service Management for its seamless integration capabilities, which unify customer data and enhance agent efficiency. The workflow automation and powerful case management streamline operations and allow the team to focus on higher-priority tasks. Additionally, the platform’s scalability and flexibility ensure it grows alongside our organizational needs, making it a robust solution for customer service operations. The dashboards and reporting provide real-time insights, which are invaluable for performance monitoring and maintaining high-quality support. Review collected by and hosted on G2.com.

I found the setup process for ServiceNow Customer Service Management to be quite challenging, requiring us to hire skilled personnel specifically for this task. The integration with other systems like CRM, emails, and chat tools added layers of complexity. Documentation and community resources helped, but the initial process was still cumbersome. Additionally, I believe there could be improvements with prebuilt workflow templates or low-code customization tools to reduce reliance on external consultants or IT specialists. This would allow teams to quickly tailor the platform to their needs and realize value more rapidly. Furthermore, customization during the setup can be particularly challenging for new users, which is why I rated the likelihood of recommending the service a nine out of ten instead of a perfect score. Review collected by and hosted on G2.com.

The workflow is much smoother when using the out-of-the-box case management and child case management features. The virtual agent support, along with the CSM workspace, has been particularly helpful for agents when handling live cases. Review collected by and hosted on G2.com.

The AI search could be improved to offer more relevant knowledge base articles directly on the case form. Other than that, I have nothing further to mention. The case management features have been reliable and effective. Review collected by and hosted on G2.com.

Customer Service Management eases to have clear visibility for the customers for the issues reported by B2B/B2C supplier.

Customer Agents also can directly creates an ITSM ticket like Incident/request to resolve the issues of customers if there is any IT intervention required. Review collected by and hosted on G2.com.

CSM fulfilled cost is too high compared ITSM fulfilled cost, but it is understandable considering they can access both CSM and ITSM features. in that way it is ok Review collected by and hosted on G2.com.

What I like best about ServiceNow Customer Service Management is how it unifies customer interactions, case management, and knowledge resources in one place. Instead of jumping between systems, agents have a single platform that integrates with back-end processes, making it much easier to resolve issues quickly. I also appreciate the automation capabilities — things like routing cases based on skill or priority, triggering follow-up tasks, and using virtual agents to handle repetitive requests. This not only speeds up resolution times but also improves customer satisfaction and frees up teams to focus on more complex problems Review collected by and hosted on G2.com.

One thing I find challenging about ServiceNow Customer Service Management is that, because it’s so feature-rich and highly configurable, the learning curve can be steep for new users. Without proper onboarding and training, it can feel overwhelming. That said, once processes are well-documented and users are comfortable with the interface, the power and flexibility of the platform really shine. Review collected by and hosted on G2.com.

I like that ServiceNow makes it easy to manage work in one place. It keeps everything organized so you don’t have to jump between different tools. I especially like how it helps track tickets and tasks; you can see the status right away and know who’s working on what. It’s also great for setting reminders and automating things you’d normally do by hand, which saves a lot of time. The search feature works well and makes it easy to find past requests or tickets. Another thing I enjoy is the dashboard – it’s simple to customize and helps you see what’s important without clicking around too much. I also like that it works for different teams, like IT, HR, and customer service, so everything stays connected. Overall, ServiceNow makes it easier to stay on top of work and keep things moving without too much stress. Review collected by and hosted on G2.com.

One thing I don’t like about ServiceNow is that it can feel a bit slow at times, especially when opening large tickets or reports. The layout can also be confusing at first; there are so many buttons and menus that it’s easy to get lost. When you’re new, it takes time to figure out where everything is. Sometimes it feels like there are too many steps just to do something simple, like updating a ticket. The mobile app isn’t as easy to use as the desktop version, which can be frustrating when you’re on the go. Also, making changes to how the system works usually needs someone with more technical skills, so you can’t always fix things yourself. Finally, when there are updates, they can break features you were used to, which slows things down. Overall, it’s helpful, but it could be simpler and faster. Review collected by and hosted on G2.com.

UI is very crisp and clean. Very easy to navigate. Very easy to utilize. I wasn't part of the implementation team, I don't have any experiences in that regards. However, I did make use of it quite often in my role as an IT Support Desk Intermediate Analyst. Any issues we were having with it, were quickly fixed by the ServiceNow Customer Support Team, who were stellar to work with. It also integrated other functionalities into it pretty seamlessly. Review collected by and hosted on G2.com.

There's a slight learning curve involved, but the same can be said about any application and system that is utilized for IT service support/help desk management. The learning curve for me wasn't as bad as it was with Cherwell, and I actually prefer ServiceNow because of how easy it was compared to Cherwell. Review collected by and hosted on G2.com.

ServiceNow has been my go-to tool for my previous employer for request management and incident management, and it was a very user-friendly tool once we all got the hang of it. It was absolutely lovely to work with the tool and understand it fully. It was a go-to tool which helped me keep track of the requests through various filters and tags, and it also produced management reports, all in one place. Review collected by and hosted on G2.com.

Lack of tutorials and easy-to-understand videos for first-time users of this tool. It was difficult for me to grasp the knowledge to use this tool when I started working on it; however, through learning by doing and testing things out in development mode, I understood how to operate it, self-taught. Review collected by and hosted on G2.com.

From my perspective, it was for sure a big step forward comparing to SMT.

What I like best is that the interface is moving very fluid.

It seems also that each user has the possibility to customize some features - but it was not active at that time. Review collected by and hosted on G2.com.

The interface was too monochrome. Not only me, but also my colleagues, noticed that. The missing of colors was not only affect the efficiency but can also lead to tiredness and luck of focus. Review collected by and hosted on G2.com.