The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good.
Chief Manager E&I at a wholesaler/distributor with 51-200 employees
Aug 16, 2022
What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others.
Business Process Architect at a tech services company with 501-1,000 employees
Nov 22, 2023
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities.
Head of ITSM and Service Availability at Aon Corporation
May 19, 2022
Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities.
The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers.
Chief Manager E&I at a wholesaler/distributor with 51-200 employees
Aug 16, 2022
ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it.
In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not.
The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure.
