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ServiceNow’s Paris release: the CSM enhancements you should know about

With ServiceNow’s latest software release, Paris, we can see many exciting new features brought to their already market-leading platform.

In my previous blog, we explored the key enhancements within ITSM, ITBM and Now Mobile. There are also some great features added to the Customer Service Management module that I thought were also worthwhile exploring.

With the state of many customer service teams changing their entire approach to creating positive customer experiences, these new features encourage customer loyalty using digital workflows to connect previously siloed teams.

  • Playbooks for Customer Service Management:

The new playbooks allow you to automate complex customer service processes which span siloed teams and systems. Agents can be guided through the steps to resolution and can create tasks for other teams. Agents also have the ability to monitor the progress of middle office teams.

  • Messaging:

Enhanced messaging supports both customer-initiated SMS and agent-initiated SMS conversations to engage with customers on their preferred channel. Agents can also engage in ongoing conversations spanning cases, topics, and requests.

  • Walk-up Experience for Customer Service:

Customers can be dealt with efficiently with online check-in for walk-ups or future appointments, it also shows queue position and wait time on a heads-up display.

  • Knowledge authoring with Microsoft Word Outline:

Microsoft 365 Word can be used to create and edit articles for an integrated knowledge authoring experience. You can also now leverage native comment and collaboration functionality to shorten the learning curve for knowledge authors.

Final thoughts

These above are just some of the many new exciting features available in the Paris release, and you can access the release notes here.

With ServiceNow operating an n-1 model (n being the latest release and n-1 being the previous release), we are finding that it is becoming increasingly important for customers to upgrade at least once per year to ensure access to the latest capabilities.

At Unifii, a ServiceNow Elite Partner, we can assist in every aspect of your upgrade journey and give you full confidence that your upgrade will be a success. With over 150 successful upgrades to date, we will ensure your upgrade is planned and managed from start to finish by a dedicated team of consultants.

If you’re interested in finding out more about what we can do to help, please get in touch here.


Dave Fisher is Head of Managed Services at Unifii. Dave leads the delivery of key services to Unifii customers and is committed to maintaining high customer satisfaction. Dave has been working in Service Management for over 20 years and has worked client-side at companies including Sky and Baillie Gifford.


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Written by

David Fisher


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