Here’s an overview of ServiceNow’s CRM-related capabilities through its CSM module:

1. Customer Service Portal: ServiceNow CSM includes a customer service portal that allows organizations to create a self-service interface for their customers. Customers can use this portal to log inquiries, report issues, request information, and access knowledge articles.

2. Case Management: CSM enables organizations to manage customer inquiries, issues, and service requests efficiently. It provides case management functionality to track and resolve customer cases, ensuring timely and effective responses.

3. Knowledge Management: ServiceNow’s knowledge management capabilities are available in CSM as well. Organizations can build and maintain a knowledge base with articles and documentation to help customers find answers to common questions and issues.

4. Omnichannel Support: ServiceNow CSM supports omnichannel customer support, allowing organizations to engage with customers across various communication channels, including email, chat, phone, and social media.

5. Workflows and Automation: Like other ServiceNow modules, CSM offers workflow automation to streamline customer service processes. It can automate tasks such as case assignment, escalation, and follow-up.

6. Service Level Agreements (SLAs): CSM allows organizations to define and manage SLAs to ensure that customer service requests and cases are resolved within agreed-upon timeframes.

7. Customer Feedback: The platform includes features for collecting and analyzing customer feedback to gauge satisfaction and identify areas for improvement.

8. Field Service Management: In some configurations, CSM integrates with field service management capabilities to manage on-site service requests and dispatch field service technicians.

9. Reporting and Analytics: ServiceNow provides reporting and analytics tools within CSM to track key performance metrics related to customer service and support.

10. Integration: CSM can integrate with other ServiceNow modules and third-party systems to create a unified customer service environment. Integration with other enterprise systems, such as ERP and CRM, may also be possible.