--- description: ServiceNow Customer Service Management : avantages et inconvénients. Lisez les avis clients, consultez les prix et découvrez les fonctionnalités. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Customer Service Management - Avis, notes, prix et abonnements - Capterra Canada 2026 --- Breadcrumb: [Accueil](/) > [Plateformes de service client](/directory/22/customer-service/software) > [ServiceNow Customer Service Management](/software/192052/servicenow-customer-service-management) # ServiceNow Customer Service Management Canonical: https://fr.capterra.ca/software/192052/servicenow-customer-service-management Page : 1/7\ Suivant: [Page suivante](https://fr.capterra.ca/software/192052/servicenow-customer-service-management?page=2) > Conclusion : 152 utilisateurs lui ont donné la note de **4.4/5**. Figure au meilleur classement pour **Probabilité de recommander le produit**. ----- ## Présentation ### Qui utilise ServiceNow Customer Service Management? Améliorez votre service client, de la demande à la résolution. Un excellent service implique davantage que le fait d'engager vos clients. Connectez le service client aux autres équipes pour résoudre les problèmes rapidement et de manière proactive. ## Statistiques et notes | Métrique | Notation | En détail | | **Note globale** | **4.4/5** | 152 Avis | | Simplicité | 4.1/5 | D'après l'ensemble des avis | | Support client | 4.2/5 | D'après l'ensemble des avis | | Rapport qualité-prix | 4.1/5 | D'après l'ensemble des avis | | Fonctionnalités | 4.3/5 | D'après l'ensemble des avis | | Pourcentage de recommandation | 80% | (8/10 Probabilité de recommander le produit) | ## À propos du vendeur - **Entreprise**: ServiceNow - **Pays**: Santa Clara, É.-U. - **Entreprise fondée en**: 2012 ## Contexte commercial - **Public cible**: 51–200, 201–500, 501–1 000, 1 001–5 000, 5 001–10 000, 10 000+ - **Déploiement et plateformes**: Cloud, SaaS, web, Mac (ordinateur), Windows (ordinateur), Android (mobile), iPhone (mobile), iPad (mobile) - **Langues**: allemand, anglais, chinois, chinois traditionnel, coréen, espagnol, finnois, français, hongrois, hébreu, italien, japonais, norvégien, néerlandais, polonais, portugais, portugais brésilien, portugais européen, russe, suédois, tchèque, thaï, turc - **Pays disponibles**: Afghanistan, Afrique du Sud, Albanie, Algérie, Allemagne, Andorre, Angola, Arabie saoudite, Argentine, Arménie, Australie, Autriche, Azerbaïdjan, Bahreïn, Bangladesh, Belgique, Bhoutan, Bolivie, Bosnie-Herzégovine, Botswana et 173 de plus ## Fonctionnalités - Alerts/Escalation - Analyse en libre-service - Analyse prédictive - Analyse visuelle - Automatisation des processus d'affaires - Automatisation des processus et flux de travail - Autorisations basées sur les rôles - Bibliothèque d'algorithmes de ML - CTI (couplage téléphonie informatique) - Communication multicanal - Configuration des workflows - Connecteurs de données - Contrôles/Permissions d'accès - Enquêtes et feedback - Fonction de glisser-déposer - Gestion de contenu - Gestion de l'expérience client - Gestion de la base de connaissances - Gestion de la communication - Gestion de la qualité - Gestion des accords de service - Gestion des affectations - Gestion des centres d'appel - Gestion des courriels - Gestion des flux de travail - Gestion des incidents - Gestion des listes d'attente - Gestion des tickets de support - Gestion des tâches - Gestion du personnel - Historique des clients - Importation et exportation de données - Interface d'agent - Logiciels CRM (gestion de la relation client) - Logiciels de chatbots - Messagerie instantanée - Modèle de formation - Personnalisation - Portail client - Portail libre-service - Prise en charge de plusieurs langues - Rapports et analyses - Rapports et statistiques - Recherche en texte intégral - Recherche/Filtre - Routage automatisé - Suivi de l'engagement - Suivi des interactions - Third-Party Integrations - Traitement automatique du langage naturel ... et 10 fonctionnalités supplémentaires ## Intégrations (12 au total) - 3CLogic - Bright Pattern - Five9 - Jira - Medallia Experience Cloud - Microsoft Teams - SightCall - Sprinklr - Talkdesk - TenFold - Vonage Business Communications - Webex Suite ## Ressources d'aide - Service client/courriel - FAQ/forums - Base de connaissances - Support 24/7 (réponse directe) - Chat/Clavardage ## Category - [Plateformes de service client](https://fr.capterra.ca/directory/22/customer-service/software) ## Catégories connexes - [Plateformes de service client](https://fr.capterra.ca/directory/22/customer-service/software) - [Logiciels CRM](https://fr.capterra.ca/directory/32315/customer-support/software) - [Logiciels de gestion des services d'assistance](https://fr.capterra.ca/directory/30675/issue-tracking/software) - [Logiciels CCM (Customer Communications Management)](https://fr.capterra.ca/directory/31002/customer-communications-management/software) - [Logiciels de workflow](https://fr.capterra.ca/directory/30091/workflow-management/software) ## Logiciels similaires 1. [Freshdesk](https://fr.capterra.ca/software/124981/freshdesk) — 4.5/5 (3434 reviews) 2. [Salesforce Sales Cloud](https://fr.capterra.ca/software/61368/salesforce) — 4.4/5 (18783 reviews) 3. [Zendesk Suite](https://fr.capterra.ca/software/164283/zendesk) — 4.4/5 (4079 reviews) 4. [LiveAgent](https://fr.capterra.ca/software/102188/liveagent) — 4.7/5 (1784 reviews) 5. [LiveChat](https://fr.capterra.ca/software/62194/livechat) — 4.6/5 (1723 reviews) ## Avis ### "ServiceNow works fine" — 5.0/5 > **Utilisateur vérifié** | *17 avril 2026* | Immobilier | Taux de recommandation : 7.0/10 > > **Avantages**: What I like most about ServiceNow Customer Service Management is its flexibility and adaptability to different operational needs. It isn’t a one-size-fits-all solution—rather, it provides a wide range of capabilities that can be configured to match how a team actually works. Whether it’s case management, automation, self-service portals, or integration with other systems, you can tailor it to support specific workflows instead of forcing your processes to change. Another standout aspect is how it supports scalability. As an operation grows or evolves, the platform can expand with it—adding new features, automations, or channels without requiring a complete overhaul. This makes it especially valuable for organizations that anticipate change or need to support multiple types of customers and service models. I also appreciate how it brings everything into a centralized system. Having customer interactions, data, and service processes in one place improves visibility and collaboration across teams, which ultimately leads to faster resolution times and a better customer experience. Overall, its strength lies in offering multiple ways to solve problems, allowing organizations to choose what works best for them rather than being locked into a rigid structure. > > **Inconvénients**: What I liked least about ServiceNow Customer Service Management is the level of complexity involved in getting it set up and running effectively. There are a lot of conditional configurations, dependencies, and moving parts that need to be aligned before you can fully utilize the platform. This can make the initial implementation and even ongoing updates time-consuming and sometimes overwhelming. While the flexibility is a strength, it also means that even simple changes often require working through multiple layers of logic, workflows, or permissions. This can slow down development and make it harder for teams to quickly adapt or troubleshoot issues without deep platform knowledge. Overall, the heavy reliance on complex conditional setup can create a steep learning curve and require significant effort before the system starts delivering its full value. > > Overall, my experience with ServiceNow Customer Service Management has been pretty satisfying. The platform offers a strong set of features that support a wide range of customer service needs, and its flexibility allows it to adapt well to different operational requirements. Once everything is set up properly, it becomes a powerful tool for managing cases, improving workflows, and enhancing the overall customer experience. While there can be some complexity during setup and configuration, the benefits tend to outweigh the challenges. It provides good visibility, helps streamline processes, and supports scalability as needs evolve. Overall, it’s a reliable solution that delivers solid value for customer service operations. ----- ### "A Great Tool for all the ITSM needs- One that fits All" — 5.0/5 > **Meraz** | *20 septembre 2022* | Informatique et sécurité réseau | Taux de recommandation : 9.0/10 > > **Avantages**: The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow. Our day-to-day customer support operations would not be possible without our user-friendly incident management, configuration management, and service documentation.Fast and simple incident reporting, progress tracking, and customer service interaction. ServiceNow is excellent for archiving service documentation; we've catalogued all of our services there, so that when tickets are sent, we can quickly and easily access the relevant knowledge base articles to address the problem. > > **Inconvénients**: A lengthy upgrade procedure might be the result of too much modification, but luckily there are many resources available to help you out. Non-IT users may find it challenging to use the site without first receiving etxra training. > > We utilize ServiceNow to handle inbound IT support tickets, manage IT changes, and track app configurations. This method has been tried and tested, and it consistently delivers. Top-notch all around; have extensive experience managing Incidents, Problems, Changes, and Catalog Items inside IT Service Management (ITSM) modules. ----- ### "A refreshing tool" — 5.0/5 > **Song Kean** | *2 avril 2024* | Télécommunications | Taux de recommandation : 9.0/10 > > **Avantages**: The ability to build personal and team reporting dashboards > > **Inconvénients**: Documentation to get help on creating filters > > Smooth and fast tool. Features rich. Cannot wait to explore more to discover the full potential of this tool. ----- ### "Good Tool but performance is an issue" — 3.0/5 > **Utilisateur vérifié** | *29 octobre 2019* | Services financiers | Taux de recommandation : 6.0/10 > > **Avantages**: - out of the box configuration templates is great start point for setup - Deep integration with other ServiceNow tools (big selections as well) - easy for administration to benchmark and track support service - like the fact that it has user customizable queries to filter out only items that you want. > > **Inconvénients**: - Performance is an issue. we have been getting on and off slowness that we can't seem to resolve it. - over cost is higher compare with its competitors - there should be ways to duplicates incidents - Search result is unpredictable, sometimes search does not return the result you want without going into the module first (this is inconvenience as sometimes a ticket number is the only thing given and you have to figure it out what kind of ticket before searching) > > Can deny that ServiceNow is the best in the category and offer the most functionalities. However, performance is truly an issue as page refresh can be lengthy from time to time. ----- ### "Using SNow since 2012" — 4.0/5 > **Victoria** | *14 novembre 2022* | Philanthropie | Taux de recommandation : 9.0/10 > > **Avantages**: The fact that the software is widely versatile and scalable for the needs of an organisation. It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis tools. HR processes, Self Service, Approvals, Confidential reporting, schedule reporting and automating routine work, asset management and discovery. > > **Inconvénients**: The fact that I can not imbed linksBut also think is mostly geared to large organisations. I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for a small company to take, which is a shame). > > 99.9% of the work I do every day is linked to either accessing Service Now or working on data produced by SNow. Using SNow for as long as I have, has made me confident in choosing to continue renewal. I have to admit that licencing model changes and yearly negotiations are painful but that is all part of the environment we work in. ----- Page : 1/7\ Suivant: [Page suivante](https://fr.capterra.ca/software/192052/servicenow-customer-service-management?page=2) ## Liens - [Afficher sur Capterra](https://fr.capterra.ca/software/192052/servicenow-customer-service-management) ## Cette page est disponible dans les langues suivantes. | Langue | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Données structurées