Create Intuitive Customer Support Interactions

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BeyondTrust + ServiceNow CSM is a partnership designed to consolidate remote support tech and streamline incident resolution workflows, enabling organizations to create "one-stop-shop" experiences for customers, increase visibility into operational processes, speed up communications and reporting, and meet today’s compliance requirements with ease.

Core CSM Integration Benefits Include:

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Increase Rep Productivity

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Technicians can launch remote support sessions from open tickets in ServiceNow CSM and append notes to the ticket.

Streamline Customer Service

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Make it easy for teams to access desktops, servers, and systems quickly and securely, for any operating system.

Ease Compliance Processes

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Quickly retrieve session details and associated tickets or change requests to prove compliance with ease.

Remote Support & ServiceNow CSM

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BeyondTrust Remote Support gives customer service reps more tools to resolve support incidents quickly and effectively, leading to a better overall customer experience.

Initiate remote support sessions directly from a ServiceNow incident or change record and leverage Remote Support features to improve first-call resolution (FCR) rates. Launch a Remote Support session from an open ticket in ServiceNow. Session details, such as chat transcripts and notes, are automatically appended to the ticket.

Initiate Sessions Within CSM

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Generate session key from within a case to initiate support sessions with the customer. Session data and chat dialogue are automatically imported into CSM.

Single-Click Support Sessions

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Enable single-click support sessions that can be initiated by end-users via the ServiceNow self-service portal.

Simplified Record Access

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Save time by accessing ServiceNow records directly from the Remote Support Rep Console to review issues, history, or other context to quickly resolve issues.

Automatic Incident Updates

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Automatically update ServiceNow incidents and change requests with details from each Remote Support session.
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