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Business Platforms & EA · Foundational

Customer Service Management (CSM)

ServiceNow application for delivering external customer service across channels, connecting front, middle and back offices.

Definition

CSM manages accounts, contacts, consumers, cases, entitlements, contracts and assets, with Customer Service Portal, Configurable Workspace, Proactive Customer Service Operations and Now Assist. It supports B2B (accounts) and B2C (consumers) models.

Exam tip

Know the B2B (account/contact) versus B2C (consumer) data model.

Related terms