Customer Relationship Management

Customer Service Management (CSM) is the foundation of the CRM solution. It defines how customers are managed, how service requests are tracked, and how the shared data model that connects the rest of the CRM portfolio is built and maintained.

Use the Customer Relationship Management (CRM) applications on the ServiceNow platform to manage customer interactions, service requests, field operations, and order fulfillment across the full customer lifecycle. Whether you are starting or expanding a CRM implementation, learn more about the available products, features, and workflows that can help your organization deliver consistent, connected customer experiences.

Field Service Management (FSM) is the part of the CRM solution that extends service delivery into the field, ensuring that when a customer problem requires physical intervention, it flows seamlessly from the service record rather than becoming a disconnected activity.

The CRM portfolio includes industry solutions that extend the core CRM products for specific verticals. Each solution builds on the CSM foundation, inheriting its customer data model, case management framework, and shared platform, and adds the workflows, data structures, and case types that organizations in that industry need.

Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract.

Configurable workspace is a user interface that provides users with the tools and information they need to assist customers. Workspaces use role-based layouts, components, and communication channels to support agent, fulfiller, and technician workflows across Sales CRM, CSM, FSM, and industry solutions.

Customer Central gives users a view of a customer's details and recent service history within a configurable workspace.

Configure and manage the core customer records, accounts, contacts, consumers, households, and billing accounts, that agents, sales teams, and technicians rely on across the CRM portfolio. Because customer data is shared across all CRM products, a record created in one context is immediately available in another without duplication or manual transfer.

The ServiceNow CRM portfolio is built on a shared data foundation. The data models, customer records, product information, user roles, and service structures that underpin CRM are defined once and used across multiple products, including Customer Service Management (CSM), Field Service Management (FSM), Sales CRM, and industry solutions.

The CRM portfolio is built on a layered data architecture in which each tier inherits from the tier below it. The four layers (ServiceNow AI Platform, CRM Foundation, Customer Workflows, and Industry Workflows) are connected by shared objects that you configure, extend, and build on for CRM implementations.

Omnichannel support enables organizations to serve customers across multiple communication channels, including voice, chat, email, SMS, consumer messaging apps, social media, and Engagement Messenger, from a single, unified workspace. Agents handle all interactions in CSM Configurable Workspace, and customers reach support through whichever channel fits them best.

Partner Relationship Management (PRM) enables enterprises to onboard channel partners, manage ongoing partner relationships, and collaborate with partners on sales opportunities, orders, and quotes.

Playbooks are structured workflows that guide users, agents, and technicians step-by-step through the activities required to complete a business process. They are available as discrete applications for Sales CRM, Customer Service Management (CSM), Field Service Management (FSM), and individual industry solutions, and are installed separately from the core CRM products.

A product catalog defines the products and services that your organization sells and supports.

Product data in the CRM portfolio gives agents, customers, and sales teams a shared view of what has been sold, how it has been deployed, and what service coverage applies.

Use the ServiceNow CRM products to manage customer interactions, service requests, field operations, and order fulfillment across the full customer lifecycle. Whether you are starting or expanding a CRM implementation, learn more about the available products, features, and workflows that can help your organization deliver consistent, connected customer experiences.

Recommended Actions is a context-aware recommendation framework that displays relevant, actionable guidance to users directly within workspaces based on the context of the record they are working on. It acts as a one‑stop experience that combines contextual actions, guided decisions, rule-based and AI-driven recommendations, and AI Search to help users resolve issues faster and more consistently across workflows.

Self‑service portals are customer-facing websites in ServiceNow that provide an online place for customers to get information and support. They help customers help themselves by finding answers, submitting requests, and tracking progress, without needing to contact an agent for routine needs.

The self service applications give customers, consumers, and partners the tools to resolve issues, track their cases and orders, access knowledge, and manage their own service relationships without contacting an agent. These applications are available as separate installs from the ServiceNow Store and are built on the same CRM data model that agents use in the workspace.

The Service Model Foundation (SMF) framework enables you to model your business organization structure, customer organizations, and the relationships between them.

Configure internal and external users, assign roles and group memberships, and control access to CRM features and case data. Establish the user structures that support case routing, team collaboration, and portal access across the CRM portfolio.

Web  embeddables  are a set of self-service components that you can embed directly into external websites to give customers access to ServiceNow  self-service  capabilities without leaving your site. Customers can  search for  knowledge articles,  submit  requests, and create and track cases  from any web page where the components are deployed.

The workspace experience applications give administrators and implementation partners the tools to shape how agents, technicians, and other CRM users interact with the platform. These applications are available as separate installs from the ServiceNow Store and work across Customer Service Management, Field Service Management, Sales CRM, and industry solutions.

Use the ServiceNow Customer Relationship Management (CRM) products to manage customer interactions, service requests, field operations, and order fulfillment across the full customer lifecycle.