ServiceNow Customer Service Management offers powerful workflow capabilities, easy integration with business apps, and low-code features for customization. Users value its incident and change management, service portal, and flexibility. It consolidates admin, finance, HR, and service departments, improving service delivery. The automation, reporting features, and B2B record maintenance enhance efficiency. Integration with ITSM suite, payment gateways, and external systems, along with AI advancements, provide transformative experiences and operational clarity across organizations.
- "Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends."
- "ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window."
- "The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."
ServiceNow Customer Service Management faces challenges with pricing, limited customization, and integration issues, especially for IVR systems. Users desire easier report downloads, better scaling for small businesses, and improved AI features. Lagging and complex setup processes are concerns, as well as the need for flexible pricing and enhanced automation and customization capabilities. Connectivity with AI tools requires enhancement to streamline operations and avoid misconfigurations. Managing customizations during upgrades can lead to complications.
- "In terms of the initial setup of ServiceNow Customer Service Management, the complexity of scripting is challenging. Sometimes, extensive scripting is required and many checks have to be made to add basic functionality."
- "The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."
- "If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."
