Customer Service Management (CSM)

In today’s omnichannel world, a single customer contact often spans multiple products, shipments, or invoice charges. Case Lines captures each distinct item inside one case so that agents work one customer conversation while driving line-level workflows, tasks, SLAs, and entitlements for every issue. The dedicated data model also ties to orders, order lines, invoices, and other record types reducing case fragmentation and improving reporting precision. Join the ServiceNow Customer Service Management (CSM) product team in this interactive webinar to learn more about:

• The role of Case Lines in the customer service value chain
• Solution overview and key capabilities available today
• Live demo
• Q&A

Join us for an engaging session on deploying the Customer Service Management (CSM) Self-Service Portals, where we’ll explore how to deliver seamless, efficient, and personalized customer support.

In this session, you'll learn how to leverage new and existing capabilities to empower your customers to resolve issues independently. Discover key features such as access to a comprehensive knowledge base, case creation and tracking, and virtual agent support. We'll also discuss how the portal's intuitive design enhances user experience, reduces support requests, and increases customer satisfaction. Additionally, learn how to configure the portal to align with your brand. This session will lay the foundation for your organization's move towards AI-driven customer service.

Discover CRM AI Academy, our recurring webinar series designed to help you unlock the full potential of ServiceNow's Now Assist for Customer Service Management (CSM). Each session delivers practical guidance on implementation best practices, configuration methodologies, and strategies for measuring value, while also spotlighting the latest product innovations and AI capabilities. Through expert-led presentations and live demos, you'll gain actionable insights into how generative AI and AI agents can enhance efficiency, improve customer experiences, and deliver measurable business outcomes. Our goal is to equip you with the knowledge and tools to confidently scale AI adoption within your organization. Join us to stay ahead of the curve and ensure your CRM AI journey drives maximum impact and success.