QuickPath for CSM Implementation
Fast-track your customer service transformation
You’ve invested in ServiceNow. QuickPath for CSM helps you get more from that investment by expanding or optimizing your existing platform. This fixed-scope deployment rebuilds your CSM foundation around your business priorities—using prebuilt accelerators and tested methods to reduce complexity, support faster go-lives, and deliver measurable improvements.
A stronger foundation for better customer service
Fragmented customer experiences, low self-service adoption, slow manual case resolution, and limited reporting can make it harder to retain customers and control support costs. QuickPath helps modernize your CSM foundation so teams can work from connected processes, clearer metrics, and tools designed around how your organization serves customers.
What’s included
QuickPath for CSM can include:
- CSM stand-up: Configure core applications, forms, workflows, and security; load key customer and service data; and set up assignment rules, SLAs, reports, dashboards, notifications, and a branded customer portal with mobile case forms.
- Targeted enhancements: Deliver up to eight enhancements tailored to your business priorities.
- Knowledge Management: Configure knowledge forms, business logic, security, category structure, and publishing and retirement workflows.
- CSM Configurable Workspace: Configure the agent workspace, forms, tabs, lists, Agent Assist logic, search sources, contextual panels, user access, and branded landing page.
- Record producers: Configure forms, fields, access, taxonomy, and portal placement.
- Training and enablement: Provide fulfiller training, train-the-trainer sessions, quick-reference guides, and built-in UAT tools.
Built for speed. Designed for lasting impact.
Fixed-scope delivery helps set clear expectations, while prebuilt accelerators reduce unnecessary complexity. Pathways’ CSM specialists guide the work, and post-production support and quarterly roadmap reviews help maintain momentum beyond go-live.
With more than 1,500 ServiceNow deployments and CSM Validated Practice status, Pathways brings a business-first approach to aligning ServiceNow with your goals.
Move your CSM forward
Explore how QuickPath can help improve service consistency, strengthen self-service, increase visibility into performance, and reduce the effort behind case resolution.
