Customer Service Management Implementation Specialist PDF

What Is ServiceNow CIS-CSM?

ServiceNow is a cloud-based forum that applies ITIL principles to deliver what they call Everything as a Service. One of their applications is ServiceNow CIS-CSM, also referred to as CSM. ServiceNow CIS-CSM allows you to serve and support external customers through omnichannel communication. ServiceNow CIS-CSM will enable organizations to serve their customers with an efficient, seamless service across various channels.

Managing customer service demands from multiple disparate engagement channels is challenging, and inefficient management of such requests can improve operational costs and, more importantly, reduce customer satisfaction. ServiceNow CIS-Customer Service Management (CIS-CSM) refines how you deliver your customer service solutions. It extends the capabilities of conventional customer services. It allows you to be proactive in your end-to-end customer service approach, thus making customer service a team sport.

Customer Service Management is a module that caters to CIS-CSM processes per the Information Technology Infrastructure Library (ITIL) standards for integrating and tracking customer interactions. ServiceNow Customer Service Management’s goal is to manage the customer experience associated with the engagement channel or type of interaction. The application allows you to deliver service and support for your external customers through communication channels such as web, email, chat, telephone, and social media.