Create Intuitive Customer Support Interactions

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.

What BeyondTrust Adds to ServiceNow CSM

Automatically import Remote Support session data into a ServiceNow record.

Remote Support

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

Generate session key from within a case to initiate a support session with the customer; once the session ends, basic session data along with the chat dialogue will be imported into ServiceNow CSM.

Single-Click Support Sessions

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

Simplified Record Access

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

Automatic Incident Updates

Automatically update ServiceNow incidents and change requests with details from each BeyondTrust Remote Support session, including basic session information and the Chat Transcript.

ServiceNow CSM + Remote Support Demo