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Insight in Customer Service Management
ServiceNow Customer Service Management (CSM) enables your organization to increase customer satisfaction, improve the efficiency of support agents, and reduce customer inquiries and costs by going beyond conventional solutions to improve customer service from problem to resolution.
With CSM, different teams and departments of your company can be connected together for end-to-end resolution and processing of customer inquiries, efficiently assigning customer inquiries, resolving more important inquiries and problems faster, and providing the customer with a clear answer and an up-to-date status.
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Agent Workplace
The Agent Workspace is the new solution for productive work, because it supports multi-tasking and faster access to the data records and builds special functions in it, which save a lot of time when the agents work on them and therefore a better satisfaction of your customers.
In Agent Workspace you will also find a number of lists and dashboards of the most important data, which can be easily customized.
Service Portal
In the Service Portal your customers can search for help, order and customize products and services directly, and edit their own data.
Service Portal gives your customers an overview of their previous requests so they can quickly see the current status without calling your support. Your customers can also talk to the Virtual Agent (available only for cloud-based ServiceNow instances), which can answer their questions intelligently and automatically.
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Case Management
Case Management allows you to manage customer requests and integrate with other ServiceNow features such as dashboards and reports, SLAs, Agent Worspace, and workflows tailored to your needs. All data about a specific customer request is stored in a record in Case Management.
It also provides a detailed view of all data needed to assist your customers. An Activity Log also stores the entire history of the request, which your customer can also view in the Service Portal.
Knowledge Management
The Knowledge Base is a database that provides fast and reliable information and answers to your customers' concerns and questions. Your agents can also save a lot of time and effort by having the Knowledge Base automatically searched by ServiceNow CSM when your customers create a request.
The customer gets a suitable answer directly before the request goes to support and can decide whether it is enough for him or he wants to talk to an agent.
Advanced Work Assignment
AWA is the new solution for the allocation of customer requests, which allocates the requests to the right support agent, where and when they are available. It calculates the core competencies of your agents, availability and other customizable assignment conditions to ensure that the customer receives the right help quickly.
For example, AWA could assign the customer request to an agent if the agent has previously handled another request from that customer, because the agent could know more about the customer's specific case and therefore be able to help the customer better.
