ServiceNow Customer Service Management Reviews in May 2025: User Ratings, Pros & Cons

"CSM review"

What do you like best about ServiceNow Customer Service Management? Customer User experience and the case integration with internal departments What do you dislike about ServiceNow Customer Service Management? Restricting some of the ITIL role features Recommendations to others considering ServiceNow Customer Service Management: First study customer environment and then go for CSM implementation. What problems is ServiceNow Customer Service Management solving and how is that benefiting ...

"Too much information displayed?"

What do you like best about ServiceNow Customer Service Management? I like the tab-oriented approach. Having the capability of checking multiple cases in the same window is a nice improvement as sometimes we already have the browser quite crowded with tabs. What do you dislike about ServiceNow Customer Service Management? When you open a case, a lot of areas or frames are included in the view. Sometimes is good but I'd rather to have the possibility of collapsing some of them to make the ...

"Too much information displayed?"

What do you like best about ServiceNow Customer Service Management? I like the tab-oriented approach. Having the capability of checking multiple cases in the same window is a nice improvement as sometimes we already have the browser quite crowded with tabs. What do you dislike about ServiceNow Customer Service Management? When you open a case, a lot of areas or frames are included in the view. Sometimes is good but I'd rather to have the possibility of collapsing some of them to make the ...

"CSM is a great module as one can boost productivity, automate daily tasks"

What do you like best about ServiceNow Customer Service Management? It tracks cases and helps manage customer data in a deprived way. USP of csm is its service catalog. Other benifits are Integration Easy updates Simple User friendly Case management What do you dislike about ServiceNow Customer Service Management? Interfacing Response time License model Documentation should be in detail Not useful to handle advance search Reporting can be improved Inability to standardize dashboards What ...

"Managing Peoples Made easy"

What do you like best about ServiceNow Customer Service Management? Servicenow CSM is a very provident solution which insanely helps in segregating different types of users allowing various accelerating functions among them. What do you dislike about ServiceNow Customer Service Management? In my experience Agent workspace can be improved to resolve anything that arises in a faster manner. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? People ...

"Great application"

What do you like best about ServiceNow Customer Service Management? Workspace and AWA for assigning cases to group members. What do you dislike about ServiceNow Customer Service Management? not able to forcefully assign cases to users. What problems is ServiceNow Customer Service Management solving and how is that benefiting you? Help customers solve different types of issues and answer questions.

"Great"

What do you like best about ServiceNow Customer Service Management? Integration to the rest of the platform and usability What do you dislike about ServiceNow Customer Service Management? Implementation costs and licensing costs What problems is ServiceNow Customer Service Management solving and how is that benefiting you? We do not use Customer Service Management at my current company

"service-now : customer central"

What do you like best about ServiceNow Customer Service Management? best part of service-now csm is more flexible due to its low code feature. Every 2quarters, new releases will be delivered which makes platform more secure, modernized and trust worthy. What do you dislike about ServiceNow Customer Service Management? we may have to pay extra on top of the existing licence in order to use the new features released along with major updates. Needs to enable more training session for customers ...

"service-now : customer central"

What do you like best about ServiceNow Customer Service Management? best part of service-now csm is more flexible due to its low code feature. Every 2quarters, new releases will be delivered which makes platform more secure, modernized and trust worthy. What do you dislike about ServiceNow Customer Service Management? we may have to pay extra on top of the existing licence in order to use the new features released along with major updates. Needs to enable more training session for customers ...

"Service Now CSM"

What do you like best about ServiceNow Customer Service Management? Too much standardized and concise product. The product knows what the customer wants and its requirement. We can easily predict each phase of the process under its user interface. What do you dislike about ServiceNow Customer Service Management? Sometimes I lost within various options and need to check old service request what I have done earlier. There are few areas where the product can be improvise d. Recommendations to ...