Your Top 7 ServiceNow CSM Questions – Answered Here!

With the ever-changing service industry, it’s not enough for a company to have a good product. The operational elements of its business also need to be in order. ServiceNow CSM is a vital cog in the service machine, so it’s only natural for people to have questions about it.

Here, in this article, we have answered the seven most-asked CSM questions to help you get started. So, without further ado, let’s get started.

  1. What Is ServiceNow CSM?

ServiceNow Customer Service Management (CSM) aims to address and resolve external customers’ requests and issues quickly. With the CSM application, businesses can create support workflows for routing tasks and driving interactions with customers. It helps connect with front, middle, and back offices to drive support efficiency and enable self-service.

  1. ServiceNow CSM vs. ITSM: What’s Similar and What’s Not?

ServiceNow CSM espouses a set of workflows and tools that monitor and evaluate customer interactions. As such, the main aim of CSM is to deliver effective customer experiences on the back of streamlined operations.

ServiceNow ITSM (Information Technology Service Management) is a cloud-based service management application that looks after IT business processes like planning, support, infrastructure, security, etc.

In essence, the comparison between CSM and ITSM can be realized by thinking of them as different approaches to reaching clients or users. For instance, CSM offers an easy-to-share knowledge base to customers different from that used in-house. Unlike CSM, ITSM offers a centralized knowledge base of articles. The customer service team can modify content to share updated information with employees and customers.

In ITSM, an employee can create a ticket in the centralized portal. The analysts can track, manage, and report all the communication. CSM, akin to ITSM, nurtures a centralized database for incident information, which can be tracked and analyzed. But customers do not have access to proprietary information. 

  1. What Are the Top Features of ServiceNow CSM?

CSM offers the following features for enhancing customer and agent experiences:

  • Empowers agents and customers with intelligent service automation
  • Allows businesses to manage case flows across teams by automating the business service processes.
  • Facilitates a single view to the agents via agent workspace, thus, enhancing their productivity and opening avenues for multitasking
  • Enables omnichannel support across different channels – web, chat, phone, email, social media, etc.
  • Helps the agents to resolve cases with contextual next-best-action recommendations.
  1. How Does ServiceNow CSM Improve Customer Experience?

To maintain a good relationship with the customers, you must help them solve all their issues. But that’s a challenging ask, given the ever-evolving demands and expectations.

Favorably, ServiceNow CSM helps improve customer engagement, customer operations, and field service. Here are some of the ways the ServiceNow CSM helps businesses improve customer experience:

  • The AI-powered chatbot helps address and solve customer requests and issues.
  • ServiceNow offers an automated solution to common requests through the service catalog.
  • On the back of AI and knowledge base, CSM drives self-service across channels.
  1. How Does ServiceNow CSM Boost Employee Satisfaction?

With CSM, businesses can ensure superior agent experiences. It offers 100% transparency throughout the service process. As such, agents are fully informed at every step and are better equipped to help the customers. 

  • CSM helps reduce the load on the employees by conveniently fulfilling the customer’s needs.
  • Since it offers an advanced and easy-to-use agent workspace, they can easily work on solving customer queries.
  • It breaks down silos and automates processes across teams to complete customer requests and resolve issues permanently.
  • The dynamic scheduling feature helps to automate the assignment process based on skill, travel time, priority, and availability. 
  1. Can ServiceNow CSM be Integrated with Third-party Applications? 

Yes! ServiceNow integrates with various third-party applications and data sources. As it stands, CSM allows integrations with CMDB, Incident Management, Problem Management, Change Management, etc. This is backed by techniques such as JDBC, LDAP, Excel, CSV, and Email. Besides, standard technologies like SOAP, REST, or WSDL can also be used.

  1. How to Implement ServiceNow CSM?

The first and foremost step to implementing the CSM is to plan. Here are some questions pertaining to business models, customers, products and services, and the structure of the customer service organization, which will help businesses determine customer requirements.

  • Which service does your business provide – B2B or B2C?
  • Which product types do you support – Product models and assets, product relationships, asset relationships, install base, or service contracts & entitlement?
  • What is the structure of your customer service organization – agent groups or group managers? And what are the skills required?
  • How do you route cases to your customer service agents – matching rules, assignment rules, assignment workbench, or advanced work assignments?
  • How do you want your customers to communicate with the agents?
  • How do you want to share and capture knowledge with your customers?

Once you have answered all these questions, you can create a CSM plan and start implementing the service. It’s best to partner with a certified ServiceNow partner for implementing CSM.


Having ServiceNow CSM reduces costs, improves customer satisfaction, and connects teams across departments to quickly fix issues and answer queries. 

We hope this article cleared some of the most-asked CSM questions for you. Have more questions? Get in touch with us today!

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