ServiceNow Customer Service Management Reviews & Product Details

As a ServiceNow Developer, I find it highly extensive in terms of backend and frontend control viz. the data model, UI workflow,etc. It has a central repository for knowledge management which makes it non redundant. The integration with ITSM is seamless hence management of customer tickets becomes easier Review collected by and hosted on G2.com.

Overall good, Initial learning of the module is a bit complex from a learners perspective. Also the retrieval of lists and records takes time due to the complex tabular data structure Review collected by and hosted on G2.com.

I like how ServiceNow Customer Service Management helps us handle customer issues all in one place. It's great for tracking requests, managing cases, and responding faster without missing anything. This makes our support process much smoother and keeps everything organized. I really appreciate the case tracking and automation features, which help us manage work more easily and save time. It integrates well with other tools, keeping everything connected, which I find quite valuable. Overall, ServiceNow has made case tracking and workflows much easier, improving our support process. Review collected by and hosted on G2.com.

Sometimes the system feels a bit complex and takes time to get used to. Customization can be a bit tricky for certain needs. Also, the help guides are not always clear or detailed enough. The initial setup was a bit complex and took some time to understand. Review collected by and hosted on G2.com.

I like that ServiceNow Customer Service Management is intuitive for end users and agents, with clear workflows and easy navigation across cases. It makes it simple to raise bugs or issues that involve other teams, automatically route them to the right queue, and maintain a single system of record so nothing is lost. I also value the strong tracking and reporting capabilities, which let us monitor SLAs, communication history, and status in real time, and the tight integration with change management so customer-impacting fixes can be implemented in a controlled, auditable way. Review collected by and hosted on G2.com.

I feel ServiceNow Customer Service Management could be stronger from an analytical perspective. At the moment, we often need to export data into Excel or other tools to build more advanced reports and visualizations, which makes the process a bit manual and time‑consuming. I would like to see richer out‑of‑the‑box dashboards and more flexible, self‑service analytics so that stakeholders can get deeper insights directly within the platform without relying so much on external tools. Review collected by and hosted on G2.com.

I like how ServiceNow Customer Service Management simplifies assisting customers and directs them to the right department. It solves a lot of customer issues before we even get to them, which is a huge time-saver. I use the entire suite for my business, and it streamlines a lot for us. The dashboard for managing all of my AI agents is amazing and very easy to implement and scale. These agents have become a part of my workflow and how I handle tasks, like team members. Also, the initial setup was very easy. Review collected by and hosted on G2.com.

Pricing is my only flaw. It’s worth the money but payment models and plans can be improved. Review collected by and hosted on G2.com.

I like ServiceNow Customer Service Management because it has a central database that's user-friendly and operates in real-time. It's accessible 24/7, with very little downtime, which is great for continuity. I appreciate that I can write notes and tag colleagues, maintaining a track of all comments and everyone who worked on the service order. The initial setup was very easy with the help of customer service. Review collected by and hosted on G2.com.

I don't like that when the internet or Wi-Fi is not stable, it doesn't save offline. It should save everything locally and upload it when the internet is connected again. Review collected by and hosted on G2.com.

I love ServiceNow Customer Service Management. To me, it's something I must have every day because it helps me help people achieve things and help themselves. I love it because it is very secure for the information of customers and it's very easy to use. It's easy for me to access, but totally difficult for people who do not belong to the company, so customers can be secured that their information is safe. The initial setup was very easy, which I really appreciate. Review collected by and hosted on G2.com.

Sometimes when it stops working suddenly, they say that it's mostly because of the Internet connection, but sometimes it's just lagging on its own. Review collected by and hosted on G2.com.

What I like most is that it’s very user-friendly and can be customised to fit our needs. We use it across multiple departments in my organisation, including Finance, HR, and IT, and it’s linked to internal distribution lists for those teams.

in addition to this, we as IT team has linked it to GRAFANA monitoring tool so when a device is not working well, or network is down we will receive an automated ticket on service now with all the details of the issue.

also the fact that the tickets can be customised based on the situation needed whereas in some cases some incidents are happening in phases so after you complete a phase you will receive another ticket automatically with the next phase, and also in some cases where tickets are not created by staff members or for short visits or advisory you can simply create something like interaction where it shows what did the staff want to register all of your work Review collected by and hosted on G2.com.

for some reason it faces some bugs and access issues that might need time to be fixed, so i think more regular updates and bug fixes are needed.

and the internal comments on the tickets are nice, but it can be better visually. Review collected by and hosted on G2.com.

Service now as a CRM, ticketing system the best option to manage all kind of technical.and operations issues and also gives the opportunity to improve services and more. Review collected by and hosted on G2.com.

Anything at all but i will suggest to have a better app similar to the web, the app is not so easy and simple to use, there is a big improvement area there Review collected by and hosted on G2.com.

What I like most about ServiceNow Customer Service Management is its ability to bring all customer interactions, case management, and workflows into one unified platform. It improves efficiency through automation and gives agents a complete view of the customer, enabling faster and more personalized support. Review collected by and hosted on G2.com.

One downside of ServiceNow Customer Service Management is that it can be complex and expensive to implement and customize, especially for smaller organizations, and it often requires skilled resources to manage effectively. Review collected by and hosted on G2.com.

I value the automation of workflows in ServiceNow Customer Service Management because it takes the manual guesswork out of assigning tasks and speeds up our response times. The interface is intuitive, allowing our team to quickly adapt without a steep learning curve. The self-service portal is a game changer as it allows customers to find answers to common issues independently, reducing the volume of basic inquiries our agents handle. The reporting dashboards are clear and easy to customize. Additionally, integrating ServiceNow with Microsoft Teams and Jira has made our internal collaboration much smoother since we don't have to keep jumping between different apps. Review collected by and hosted on G2.com.

The initial setup can be quite overwhelming since the platform is so massive. It takes a lot of time to configure everything exactly how you want it. Also, the licensing costs are on the higher side, which might be a bit steep for smaller teams looking to scale quickly. Review collected by and hosted on G2.com.