--- description: Tudo sobre ServiceNow Customer Service Management: preço, alternativas, vantagens e desvantagens, funcionalidades e avaliações de outros usuários graças à Capterra Portugal. Saiba mais! image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: ServiceNow Customer Service Management - Preço, avaliações e classificação - Capterra Portugal 2026 --- Breadcrumb: [Home](/) > [Sistemas de Atendimento ao Cliente](/directory/22/customer-service/software) > [ServiceNow Customer Service Management](/software/192052/servicenow-customer-service-management) # ServiceNow Customer Service Management Canonical: https://www.capterra.pt/software/192052/servicenow-customer-service-management Page: 1 / 7\ Seguinte: [Next page](https://www.capterra.pt/software/192052/servicenow-customer-service-management?page=2) > Verdict: Rated **4.4/5** by 152 users. Top-rated for **Probabilidade de recomendação**. ----- ## Resumo ### Quem usa ServiceNow Customer Service Management? Aprimore o atendimento ao cliente da solicitação à resolução. Um ótimo serviço significa mais do que interagir com os clientes. Conecte o atendimento ao cliente com outras equipes para resolver problemas de maneira rápida e proativa. ## Quick Stats & Ratings | Metric | Classificação | Detail | | **Geral** | **4.4/5** | 152 Avaliações | | Praticidade | 4.1/5 | Based on overall reviews | | Suporte ao cliente | 4.2/5 | Based on overall reviews | | Relação qualidade/preço | 4.1/5 | Based on overall reviews | | Recursos | 4.3/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Probabilidade de recomendação) | ## Sobre o fornecedor - **Empresa**: ServiceNow - **Location**: Santa Clara, EUA - **Founded**: 2012 ## Commercial Context - **Target Audience**: 51 - 200, 201 - 500, 501 - 1 000, 1 001 - 5 000, 5 001 - 10 000, 10 000+ - **Deployment & Platforms**: Nuvem, SaaS, baseado na web, Mac (desktop), Windows (desktop), Android (celular), iPhone (celular), iPad (tablet) - **Idiomas**: alemão, checo, chinês, chinês tradicional, coreano, espanhol, finlandês, francês, hebraico, húngaro, inglês, italiano, japonês, neerlandês, norueguês, polaco, português, português do Brasil, português europeu, russo, sueco, tailandês, turco - **Available Countries**: Afeganistão, Alanda, Albânia, Alemanha, Andorra, Angola, Argentina, Argélia, Arménia, Arábia Saudita, Austrália, Azerbaijão, Bangladeche, Barém, Benim, Bielorrússia, Bolívia, Botsuana, Brasil, Brunei and 173 more ## Recursos - Alerts/Escalation - Análise de dados preditiva - Análise de dados visual - Arrastar e soltar - Autoatendimento analítico - Automatização de processos e fluxos de trabalho - Automação dos processos comerciais - Bate-papo ao vivo - Biblioteca de algoritmos ML - CRM - Chatbot - Comunicação multicanal - Conectores de dados - Configuração do fluxo de trabalho - Controles/permissões de acesso - Formação de modelos - Gerenciamento de e-mails - Gerenciamento de tickets de suporte - Gestão da base de conhecimento - Gestão da comunicação - Gestão da qualidade - Gestão de atribuições - Gestão de call centers - Gestão de conteúdo - Gestão de experiência do cliente - Gestão de filas - Gestão de incidentes - Gestão de pessoal - Gestão de tarefas - Gestão do SLA (acordo do nível de serviço) - Gestão do fluxo de trabalho - Histórico do cliente - Importação/exportação de dados - Integração de telefonia por computador - Interface do agente - Permissões por função - Personalização - Pesquisa de texto completo - Pesquisa e filtro - Portal de autoatendimento - Portal do cliente - Processamento de linguagem natural - Questionários e feedback - Rastreamento de engajamento - Rastreamento de interações - Relatórios e análise de dados - Relatórios e estatística - Roteamento automático - Third-Party Integrations - Vários idiomas ... and 10 more features ## Integrations (12 total) - 3CLogic - Bright Pattern - Five9 - Jira - Medallia Experience Cloud - Microsoft Teams - SightCall - Sprinklr - Talkdesk - TenFold - Vonage Business Communications - Webex Suite ## Opções de suporte - Email/Help Desk - FAQs/Fórum - Base de conhecimento - Assistência 24/7 - Bate-papo ## Category - [Sistemas de Atendimento ao Cliente](https://www.capterra.pt/directory/22/customer-service/software) ## Categorias relacionadas - [Sistemas de Atendimento ao Cliente](https://www.capterra.pt/directory/22/customer-service/software) - [Sistemas de Suporte ao Cliente](https://www.capterra.pt/directory/32315/customer-support/software) - [Sistemas de Monitoramento de Problemas](https://www.capterra.pt/directory/30675/issue-tracking/software) - [Software de Gestão de Comunicação com o Cliente](https://www.capterra.pt/directory/31002/customer-communications-management/software) - [Sistemas de Workflow](https://www.capterra.pt/directory/30091/workflow-management/software) ## Alternativas 1. [Freshdesk](https://www.capterra.pt/software/124981/freshdesk) — 4.5/5 (3425 reviews) 2. [Salesforce Sales Cloud](https://www.capterra.pt/software/61368/salesforce) — 4.4/5 (18782 reviews) 3. [Zendesk Suite](https://www.capterra.pt/software/164283/zendesk) — 4.4/5 (4079 reviews) 4. [LiveAgent](https://www.capterra.pt/software/102188/liveagent) — 4.7/5 (1781 reviews) 5. [LiveChat](https://www.capterra.pt/software/62194/livechat) — 4.6/5 (1723 reviews) ## Avaliações ### "A Great Tool for all the ITSM needs- One that fits All" — 5.0/5 > **Meraz** | *20 de setembro de 2022* | Segurança de rede e informática | Recommendation rating: 9.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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 de abril de 2024* | Telecomunicações | Recommendation rating: 9.0/10 > > **Vantagens**: The ability to build personal and team reporting dashboards > > **Desvantagens**: 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 > **Avaliador Verificado** | *29 de outubro de 2019* | Serviços financeiros | Recommendation rating: 6.0/10 > > **Vantagens**: - 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. > > **Desvantagens**: - 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 de novembro de 2022* | Filantropia | Recommendation rating: 9.0/10 > > **Vantagens**: 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. > > **Desvantagens**: 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. ----- ### "One of the best Ticketing tools available" — 5.0/5 > **Ravi** | *26 de abril de 2022* | Serviços financeiros | Recommendation rating: 10.0/10 > > **Vantagens**: Covers all ITIl aspects w.r.t incident, problem and change management. It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs with tickets, requests, incidents, problems and changes. Given the fact that it also has inbuilt reporting capabilities, this is an absolute must. It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports. Admins/engineers/customer service execs can create their own dashboards to monitor their queues efficiently. Inhouse capability to graphically repsent the queue make things easier while distributing work, prioritising work, planning change activities etc... > > **Desvantagens**: None that I know of as yet. Whatever customisations i needed were easily available within the existing module. ----- Page: 1 / 7\ Seguinte: [Next page](https://www.capterra.pt/software/192052/servicenow-customer-service-management?page=2) ## Links - [View on Capterra](https://www.capterra.pt/software/192052/servicenow-customer-service-management) ## This page is available in the following languages | Locale | 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 | | ----- ## Structured Data