---
title: Exploring Customer Service Management
description: Learn how the Customer Service Management \(CSM\) application can help your organization resolve customer issues and requests for your customers. By adopting a proactive customer service approach, you can increase your customer satisfaction and retention.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/exploring-csm.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 4
breadcrumb: [Customer Service Management]
---

# Exploring Customer Service Management

Learn how the Customer Service Management \(CSM\) application can help your organization resolve customer issues and requests for your customers. By adopting a proactive customer service approach, you can increase your customer satisfaction and retention.

## Overview of Customer Service Management

With the Customer Service Management application, you can automate your processes and give your service agents visibility into the customer systems and tools that they need to deliver proactive services to your customers. Key benefits of the Customer Service Management application include:

-   **Connecting your teams to boost efficiency**

    You can bring your front, middle, and back offices together so that you can proactively address customer issues and enable more self-service through automation.

-   **Establishing real-time visibility into your customers’ products and services**

    Proactively detect and prevent issues by sending preemptive alerts to your affected customers. You can identify and predict trends to improve and automate resolutions for the most often recurring problems.

-   **Identifying and assigning your issues directly**

    You can connect your teams to track issues to a resolution by directly contacting the customer's department and quickly resolving these issues. You can also maintain a record of the known issues so that future customers don’t have to experience the same problems.


Whether starting or expanding your implementation of Customer Service Management, learn more about the available features that you can use to improve your customer service experience and to track your cases from start to finish.

## Customer Service Management workflow

The following infographic shows a sample Customer Service Management workflow that describes the different stages handled by an agent, from creating a new case to the case completed.

\[Omitted image "csm-workflow.png"\] Alt text: Agent engages with a customer and either provides an immediate solution or creates a case to resolve the issue.

## Benefits

With CSM, you can streamline operations across the front, middle, and back office. You can also roll out self-service across multiple channels and automate issue resolution. CSM gives agents real-time information and guidance to help them perform better.

<table id="table_lrg_lmc_kvb"><thead><tr><th>

Benefits

</th><th>

Key Features

</th><th>

Role

</th></tr></thead><tbody><tr><td>

Learn how to collect, organize, update, and analyze data about your customers.

</td><td>

[Customer Data Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-data-management.md)

</td><td>

Manager

</td></tr><tr><td>

Drive self-service from a portal that is integrated with knowledge articles, service catalogs, communities, and chatbots.

</td><td>

[Self- Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/self-service-options-csm-customers.md)

</td><td>

Administrator

</td></tr><tr><td>

Support your customers across phone, messaging, chat, web, email, in person, and social media.

</td><td>

[Omnichannel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/omnichannel.md)

</td><td>

Agent

</td></tr><tr><td>

Improve your agent efficiency for faster resolution and a better customer experience.

</td><td>

[Agent experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/agent-exp.md)

</td><td>

Manager

</td></tr><tr><td>

Manage the interactions and service level agreements \(SLAs\), model account relationships, and outsourced service.

</td><td>

[Case management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-case-management.md)

</td><td>

Administrator

</td></tr><tr><td>

Quickly identify the support that a customer needs as well as the opportunities for adoption and selling other add-ons.

</td><td>

[Install Base management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-install-base.md)

</td><td>

Agent

</td></tr><tr><td>

Increase your productivity with automated task creation, triage, and investigation so customers get answers fast. Also, learn how to route issues, recommend solutions, and identify trends.

</td><td>

[Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/intelligence-csm.md)

</td><td>

Manager

</td></tr><tr><td>

Get at-a-glance visibility and a deep understanding of the data and identify areas that impact your processes.

</td><td>

[Analytics and Insights](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/analytics-and-insights.md)

</td><td>

Manager

</td></tr><tr><td>

Instantly monitor and analyze your processes, teams, and performance. Also check your conformance to standards, and learn how you can constantly optimize and improve your processes.

</td><td>

[Optimization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/optimization.md)

</td><td>

Manager

</td></tr><tr><td>

Embed a messenger-like pop up inside any website to interact with ServiceNow features, such as browsing knowledge, creating a case, and interacting with Virtual Agent and manage how your customers use your web applications and services from one central location. You can also configure the behavior and styling of the messenger and deploy the configuration on the websites or mobile sites of your choice.

</td><td>

[Engagement Messenger for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/engagement-center.md)

</td><td>

Administrator

</td></tr></tbody>
</table>