USE CASE GUIDE Your customers expect even more of you, regardless of what's going on in the world Never before has customer service been asked to pivot and adapt so much while still maintaining high levels of care. Organizations are reacting to a disruptive number of customer requests with fewer employees available to respond. In the new normal, scaling operations for unplanned volumes with digital customer service is essential. ServiceNow Customer Workflows enable organizations to expand capacity via automated self-service, organize resilient operations for unforeseen circumstances, and manage location- based work efficiently and safely. ServiceNow uses connected digital workflows to make customer service better for not just customers, but for the agents and ® technicians working to address issues. ServiceNow Customer Service Management and Field Service Management assist with: 1. Optimizing your customer contact center, even when everyone is working from home 2. Maximizing customer self-service 3. Improving customer experience with Proactive Customer Service Operations 4. Ensuring field service management optimization and safety 5. Managing the vendor lifecycle The following use cases demonstrate how ServiceNow can help your organization expand capacity via automated self-service, organize resilient operations for unforeseen circumstances, and manage location-based work efficiency and safety.