ServiceNow Customer Service Management

Avantages

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

Inconvénients

There are times that it can be slow when trying to interact with some of the dashboards.

Avantages

It is easy to manage our staffs effectively.
It has an easy to use and userfriendly interface that is fit for all our employees.
It is easy to cut tickets to our customers having issues.

Inconvénients

There is nothing we liked the least.It delivered to our company's expectations

Avantages

It provides full integration with teams and tasks, allowing to easy monitoring their status and progress

Inconvénients

It has so many branches to get an incident sent to.

Avantages

None of the Service Now items belong to the "Like" group.

Inconvénients

Service Now technician can not fix anything. It is worthless.

Avantages

I like that everything you need to know is in the system

Inconvénients

It can be a little overwhelming when you first start

Avantages

The ability to build personal and team reporting dashboards

Inconvénients

Documentation to get help on creating filters

Avantages

The PROMISED functionality is fine. They never got it to a functional state after a year of "implementation." I do not recommend ServiceNow for small and medium sized businesses because ServiceNow doesn't care about fulfilling their promises because losing a small business is no big deal.

Inconvénients

I feel that ServiceNow lied to me. I was told that it could integrate with NetSuite, our ERP. ServiceNow referred us to one of their partners for implementation. We bought it in December of 2020. It is now December 2021, and the tool is still not implemented. On top of this, they are contacting me asking why I haven't paid for the second year of the service! We have not been able to actually use the tool once! We are too small of a company for Service Now to do anything about the issue.

Avantages

1. User-friendly interface. 2. Reduce manual tasks. 3. ServiceNow offers a wide range of IT service management features and they are very user-friendly.

Inconvénients

The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets.

Avantages

As a operation Lead i use ServiceNow on daily basis , it helps me checking shift schedule of my team so as i can assign tasks 2) also to check the current status of Service tickets as like where the call is pending so to get follow up with concern team,3)ServiceNow helps to raise Incident or issues occurs for production application environment to report to centralized senior management team so as to keep tracker

Inconvénients

Has two view for dashboard one basic view enable to raise tickets and other is agent view to get details about various things about ticket in-depth details and dashboard customization services. In spite can have to different link so that users can use either one which required also we can offer to user which specifically used by that designation

Avantages

Managing ITIL Processes has become easier with ServiceNow. Integration with various security tools helps a lot.

Inconvénients

Sometimes Implementation can be tideous but the Customer service team is awesome to help you with that.

Avantages

The most impactful feature of it is customer ticketing management.
The way it is designed makes it very easy to work with customer and internal team at the same time.

The flow is designed very user-friendly and easy to use.

Inconvénients

The least I like about the servicenow is the performance issue sometimes.
It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that multiple sessions will be started.

Avantages

With the help of ServiceNow's Customer Service Management platform, issues may be quickly and efficiently resolved for customers and clients. As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers, creating a positive impression that sticks with them. It helps inspire trust among our clients. Integration of CSM software's configuration tools with third-party applications runs smoothly and without a hitch. ServiceNow centralizes the management of all our customers' service and IT needs in one spot, and their support staff is incredibly quick to respond to any questions or concerns. Their full-service team responds promptly and professionally to our needs, creating an aesthetically pleasing and enduring product. superior capacity for integration, with a focus on delivering exceptional service to clients around the world.

Inconvénients

We have absolutely no complaints. ServiceNow's comprehensive CSM offerings provide one of the best customer service encounters available today. Their support staff is quick to respond to whatever issue we bring up, and they always do a great job of fixing things for us. We also hope that they will consider our suggestion for a modest price cut to the premium version, which will allow more businesses to afford it and make full use of the services it provides.

Avantages

Workflow management is the best feature I liked most in this software. With this feature, the company can smoothly manage projects and can also track customer cases and tickets.

Inconvénients

As of now, I don't get any feature present in this software which I don't like.

Avantages

ServiceNow software has helped our company integrate formerly separate segments into one service force.

Inconvénients

As of now, I have not run into many cons of ServiceNow.

Avantages

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Inconvénients

I have not had such experience to dislike this product. being ITIL certified Analyst, I deem this product very appropriate to follow standard service management practices.

Avantages

-can search to find topics
-can customize search for tickets and service request
-can excel tickets and customize the information
-if you developers access you can create reports
-receive email confirmation and when tickets are updated
-can uploads images and video

Inconvénients

-when creating a service request the user cannot specify the name. First a request is created [sc_request] then automatically a requested Item is created [sc_req_item] with a default title which is extremely confusing
-only the user who created Incidents can reopen Incidents
-only the user who created Incidents can then link to previously closed incidents
-if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket
-Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened)
-IT Portal view doesn't save views, views are only saved for that session

Avantages

Daily using this for logging tickets and updating the flow and found it much better not best than other software
Easy to navigate for simply tracking or logging tickets and passing it on to other team with comments
New team members were able to learn it quickly with the help of documentation/articles which we can found easily in help and the design is user friendly from navigation point of view

Inconvénients

Improvement is required in terms of performance as it gets stuck most of the time doing search for any member outside of our group or closed ticket

Avantages

Out of the box, Service Now comes with configuration templates to get you started on your HelpDesk service deployment. From there, you can start tweaking the tool to match your company needs. This was very helpful to us since we were deploying a ticketing tool for the first time.
The deployment process was a breeze, intuitive and we didn´t find any major roadblocks whatsoever.
From the user side, is very easy to use, great compatibility with any browser (since is web based), and the amount of tools for reporting are amazing.
We are able to benchmark and tweak our Support Service and keep track of our KPI metrics very easily.

Inconvénients

It can be somewhat overpriced. Other than that, no issue whatsoever.

Avantages

you can customize everything

you can change the OOTB version of the portal as you like with programming (in other softwares you have constraints due to the OOTB version)

The cloud allow you to easily access it everywhere and everytime; there is also an App

Inconvénients

Cost, maybe if you are a small company you don't need that

App to be improved

Few OOTB customizations in front end; you need to change the code to customize the portal

Avantages

ServiceNow is a Service Management Platform, ranked by Gartner just as the #1 in the global market of digital service management platforms. Easy to use, deep dive, almost boundaryless ServiceNow software integrates a strong and robust collaborative service management engine, that allows almost all kind of organizations, no matter the economic sector, to optimize and automate any business and IT service through a full function collaborative tool set, such as Asset Discovery, service catalog, business rules definition, SLA's and analytics easy-to-build dashboards, not to mention the application development capabilities which stands as the ServiceNow main differentiators.

Inconvénients

As any technology solutions, there is and will be room for improvement, starting with more built-in integration capabilities in order to simplify more complex implementations.

Avantages

Virtually infinite possibilities when it comes to incident management and problem tracking

Inconvénients

The price is very high compared to other softwares, but considering what it offers it's a good investment

Avantages

It has a diverse number of features and is robust. There's a relatively large number of customization options.

Inconvénients

It's too complicated at times. Finding and exploring information can be difficult. I would actually prefer a simpler interface for users.

Avantages

- Highly customizable, extendable, and flexible according to one's needs.
- Constantly evolving and improving with two new releases per year.
- Contains everything which a CRM should have!

Inconvénients

- Contains synchronous JavaScript requests which causes web pages to get stuck, disabling any actions on the webpage while the request is active. Sometimes, a page needs to be reloaded to make it work again.

- Many features (for instance: Reporting) require training first before a user can start using them. This process can be cumbersome for an average user if training resources are not available.

- Expensive as compared to other CRMs (for e.g. SalesForce).

Avantages

It can handle large amounts of tickets, as well as supporting documentation and knowledge articles

Inconvénients

Other users have easier workflows and better functionality, take your time and implement it right

Avantages

ServiceNow does make it simple to assign requests, track workflows and any changes to the request. It makes it easy to communicate and resolve issues. Also makes it simple to manage your own workflow and tasks.

Inconvénients

One thing about ServiceNow is that it can be more trouble than it's worth to track every ticket. Some requests simply aren't worth the time it takes to fully utilize the system. ServiceNow also does not have a great dashboard or summary of data. You can get there, but it's not as neat as it could be.