PagerDuty for Customer Service Management
Improve customer satisfaction when they interact with your organization.
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About
PagerDuty for Customer Service in ServiceNow CSM streamlines customer communication and prevents the loss of critical time when a technical incident impacts customers.
This new offering in PagerDuty’s Customer Service Operations Business line ensures support teams working in ServiceNow CSM and technical teams in PagerDuty are working off the most up-to-date information and can collaborate seamlessly. With this, agents have a direct line of escalation and communication with engineering on incidents in PagerDuty and can receive updates on active incidents either through the PagerDuty status dashboard or directly from an incident they are subscribed to without leaving ServiceNow. This prevents rework, saves time, and reduces agent and customer frustration.
Key Features
- **Status Dashboard** : It presents the basic incident details and their affected business services.
- **Incident Console** : Interaction with a specific linked incident, seeing the incident details with description, notes and timeline.
- **Incident Actions** : Provide the ability to the customer to acknowledge, create and resolve incidents from the widget, and also, take advanced actions like add notes, stakeholders, responders, send status updates using templates, and run incident workflows.
- **Ruleset Engine** : Gives the customer the ability to create automated rules to create and/or update incidents on PagerDuty based on Case conditions, and also, create and/or cases on ServiceNow based on incident conditions.