ServiceNow Vancouver: Our Favorite New CSM Features in the Latest Release

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We are thrilled about all the new Customer Service Management (CSM) features in ServiceNow Vancouver. ServiceNow included new updates in this release to optimize both the agent and the customer experience.


Our Favorite CSM Features of the ServiceNow Vancouver Release

1. ServiceNow Voice Agent and Queue Transfer

Streamline communication. Transfer calls from one agent to another. Eliminate frustrating loops that fuel customer frustration.

And there's more to it. In ServiceNow Vancouver, agents can also transfer calls to a queue so customers are directed to someone who can handle their concerns faster instead of waiting on hold forever (we’ve all been there, right?). The result? Higher resolution rates and happier customers.


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And if you're an organizational powerhouse, you'll love this. ServiceNow expanded Open Frame capabilities, allowing you to configure the Agent UI to your liking. Putting you in control and empowering your team to deliver exceptional customer service.


2.  CSM + FSM - Install Base Maintenance Plans

Get a 360-degree view of your installed base details and maintenance plans, helping maneuver your Field Service Management (FSM) planned maintenance activities from within Install Base Management in CSM.

Customers benefit from prompt responses to status inquiries about activities like work orders, fewer transfers to FSM dispatchers and reduced response times—the key ingredients to improving Customer Satisfaction (CSAT) scores.


3. Service Organization Management

As your organization grows, Service Management ensures you fulfill your commitments and maintain customer relations with Service Organization Management. This new feature allows users to list and track all offerings to keep tabs on all services offered within your organization.

Think of it as your personal, super-organized assistant, keeping everything in check while focusing on delivering top-notch service. Hey, who doesn't love having a little extra help!


Rocket Your Way into ServiceNow Vancouver with Crossfuze, a ServiceNow Elite Partner

As you can see, the Vancouver release from ServiceNow emphasizes creating an efficient, streamlined process that puts agents and customers at the center. It's about breaking down those barriers, making life easier for everyone, and enhancing the customer experience.

With our suite of consulting services like Infuze and Extend, Crossfuze is ready to partner with you no matter where you are on your digital transformation journey. If you’d like to learn more, reach out at and let’s talk!

Until next time, stay awesome and keep giving your customers the best service they deserve!

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