Modules · 5 min read read
What Is ServiceNow CSM? Customer Service Management Explained
ServiceNow CSM connects customer service with operations. Learn the key concepts: accounts, cases, entitlements and the customer portal.
By the NowPath Institute trainer team ·
What CSM does
ServiceNow Customer Service Management helps companies resolve customer issues by connecting front-line agents with the teams that own the fix — engineering, operations or field service.
Key CSM concepts
Understanding the data model is the first step in any CSM implementation.
- Accounts, contacts and consumers
- Cases and case types
- Entitlements and service contracts
- Customer Service Portal and omnichannel
CSM careers
CSM consultants are valued for combining CRM thinking with ServiceNow skills. Many ITSM professionals add CSM to broaden their profile.