Customer Service Management (CSM)

Customer Service Managers, Process Analysts, Center of Excellence teams, and more are invited to learn how to uncover insights from Sales Order Management (SOM) processes using ServiceNow Process Mining. In this session, the Process Mining product team will cover the fundamentals, outline the steps to mine SOM data, share key use cases and best practices, and answer your questions live.

Great customer experiences don’t happen in isolation, they require seamless coordination across the organization, yet businesses struggle with disconnected systems, inefficient workflows, and high agent turnover.

By integrating Contact Center as a Service (CCaaS) with ServiceNow CRM, organizations can enable functional self-service, unify agent workspaces with AI-driven guidance, and seamlessly connect front-middle-back-office operations. This approach accelerates resolution, boosts productivity, streamlines operations, and enhances every CX touchpoint.

Join product managers Navya Pandiri and Prithvi Yoganand in this live webinar to learn about the benefits of these innovations, view short demonstrations, get your questions answered, and explore the transformative impact of a connected service ecosystem.

Customers often struggle with irrelevant answers from chatbots, and administrators need to script every conversation path. Now Assist for CSM is a modern, LLM-powered experience that connects seamlessly to your service catalogs, internal and external knowledge bases for self-service. It’s intuitive for customers, efficient for your teams and built for results.

In this session, we’ll demonstrate the solution while exploring best practices and show how to configure it. Join Fernando Castro CRM Product Manager, to learn:

• Overview of how AI is redefining CRM self-service
• Key capabilities: Now Assist Virtual Agent, External Content Connectors, Case Deflection Form
• Live setup demo
• Live customer experience demo
• Q&A