Customer Service Management

---
title: Customer Service Management
description: The ServiceNow Customer Service Management application enables you to provide the service and support that your external customers need. For example, your customers can communicate and receive support through the web, email, chat, telephone, and social media.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/c\_CustomerServiceManagement.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
---

# Customer Service Management

The ServiceNow® Customer Service Management application enables you to provide the service and support that your external customers need. For example, your customers can communicate and receive support through the web, email, chat, telephone, and social media.

<table id="table_iwv_lpv_klb" class="nav-card"><tbody><tr><td>

[Explore \[Omitted image "bus-explore.svg"\] Alt text:Learn how Customer Service Management can help you with its key features and benefits.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/exploring-csm.md)

</td><td>

[Configure \[Omitted image "bus-sdlc.svg"\] Alt text: Plan and customize Customer Service Management to meet your specific needs.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-customer-service.md)

</td><td>

[Administer \[Omitted image "bus-it-leader.svg"\] Alt text:Manage and customize your Customer Service Management applications.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/administer-customer-service.md)

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

[Integrate \[Omitted image "bus-integration-and-apis.svg"\] Alt text: Extend Customer Service Management capabilities by integrating with other applications.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/integrate-csm-other-applics.md)

</td><td>

[Use \[Omitted image "bus-agent-workspace-1.svg"\] Alt text: See how agents and managers can use Customer Service Management to create, route, and manage cases.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/using-csm.md)

</td><td>

[Analyze \[Omitted image "bus-performance-forecasting-2.svg"\] Alt text: Access preconfigured dashboards with actionable data visualizations to monitor and improve your service.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/analytics-and-reporting-solutions-for-customer-service/analytics-reporting-csm.md)

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

[Reference \[Omitted image "bus-learn.svg"\] Alt text: Get additional information about Customer Service Management cases, including the lists, forms, rules, components, parameters, roles, and personas.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-reference.md)

</td><td>

[Allocate \[Omitted image "bus-optimize-manage.svg"\] Alt text:Use workforce optimization to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configurable-wfo-cs.md)

</td><td>

[Automate\[Omitted image "bus-artificial-intelligence.svg"\] Alt text:Use Now Assist for CSM to enhance user productivity and efficiency through conversation and proactive experiences using generative AI.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/now-assist-for-csm/now-assist-csm.md)

</td></tr></tbody>
</table>## Additional resources

-   Learn more about what's new and changed, see the [Customer Service Management release notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/release-notes/customer-service-mgmt-rn-landing.md).
-   Log in to your ServiceNow® account and find additional information about implementing and deploying Customer Service Management features at [Best Practices Library](https://learning.servicenow.com/nowcreate).
-   Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp?id=learning_course_prev&course_id=94d7ead147e4fd102a090dcbd36d43c7&s=1&ssa=3)
-   Find useful resources related to your role and explore best practices at the [ServiceNow Impact](https://www.servicenow.com/success.html).
-   Connect with other Customer Service Management users at [Now Community](https://www.servicenow.com/community/csm/ct-p/customer-service-management).