Customer Service Management release notes ServiceNow® Customer Service Management has new and updated applications and features in the Washington DC release. Agent experience for CSM release notesThe ServiceNow® Agent experience for CSM provides customer service agents with the tools they need to find, research, and resolve customer issues and questions. Agent experience for CSM was enhanced and updated in the Washington DC release.Case management for CSM release notesThe ServiceNow® Customer Service Management application enables customer service organizations and service operations to collaborate on customer problems proactively to resolve issues. The Customer Service Management application was enhanced and updated in the Washington DC release.Data management for CSM release notesThe ServiceNow® Data management for the Customer Service Management application enables you to organize and manage the data for both your internal users and external customers. Data Management for Customer Service Management was enhanced and updated in the Washington DC release.Intelligence for CSM release notesThe Intelligence for CSM applications enable customer service organizations and service operations to configure and implement Guided Decisions, Recommended Actions, and Task Intelligence features. The Intelligence for CSM applications were enhanced and updated in the Washington DC release.Now Assist for Customer Service Management (CSM) release notesThe ServiceNow® Now Assist for CSM application brings generative AI to Customer Service Management. You can improve productivity and efficiency by delivering better self-service, recommending actions, and delivering answers. Now Assist for CSM is a new application in the Washington DC release.Customer Contracts and Entitlements release notesThe ServiceNow® Customer Contracts and Entitlements application provides the foundation for storing and managing customer service contracts and entitlements. Customer Contracts and Entitlements is a new application in the Washington DC release.Self-Service and Omnichannel engagement for CSM release notesWith ServiceNow® Omnichannel support, your customers can use chat on Self-Service portals or consumer messaging apps to connect with your business, or connect using email or phone. ServiceNow® Omnichannel and Self-Service applications were enhanced and updated in the Washington DC release.Workforce Optimization for Customer Service release notesThe ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Washington DC release.
Customer Service Management release notes ServiceNow® Customer Service Management has new and updated applications and features in the Washington DC release. Agent experience for CSM release notesThe ServiceNow® Agent experience for CSM provides customer service agents with the tools they need to find, research, and resolve customer issues and questions. Agent experience for CSM was enhanced and updated in the Washington DC release.Case management for CSM release notesThe ServiceNow® Customer Service Management application enables customer service organizations and service operations to collaborate on customer problems proactively to resolve issues. The Customer Service Management application was enhanced and updated in the Washington DC release.Data management for CSM release notesThe ServiceNow® Data management for the Customer Service Management application enables you to organize and manage the data for both your internal users and external customers. Data Management for Customer Service Management was enhanced and updated in the Washington DC release.Intelligence for CSM release notesThe Intelligence for CSM applications enable customer service organizations and service operations to configure and implement Guided Decisions, Recommended Actions, and Task Intelligence features. The Intelligence for CSM applications were enhanced and updated in the Washington DC release.Now Assist for Customer Service Management (CSM) release notesThe ServiceNow® Now Assist for CSM application brings generative AI to Customer Service Management. You can improve productivity and efficiency by delivering better self-service, recommending actions, and delivering answers. Now Assist for CSM is a new application in the Washington DC release.Customer Contracts and Entitlements release notesThe ServiceNow® Customer Contracts and Entitlements application provides the foundation for storing and managing customer service contracts and entitlements. Customer Contracts and Entitlements is a new application in the Washington DC release.Self-Service and Omnichannel engagement for CSM release notesWith ServiceNow® Omnichannel support, your customers can use chat on Self-Service portals or consumer messaging apps to connect with your business, or connect using email or phone. ServiceNow® Omnichannel and Self-Service applications were enhanced and updated in the Washington DC release.Workforce Optimization for Customer Service release notesThe ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Washington DC release.