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Knowledge management, including the full-text search.
Service Portal technology, which allows you to easily configure (or create) web portals with a great user experience, available for your users.
Unifying experience across different communication channels, whether it is the web portal or chat including the highly integrated chatbot.
Advanced features, utilizing machine learning, allowing you to decrease the workload of your agents and/or improve service quality for your customers, such as predictive intelligence and agent intelligence.
Advanced routing and assignment, allowing you to automatically assign tickets to groups with the right skills, with the least workload, and many more criteria.
Other features such as surveys, which allow you to quickly and accurately measure your customer satisfaction.
The intuitive and powerful user interface for the employees handling tickets’s the latest upgrade is called Agent Workspace.
And of course features of the platform, which allow you to rapidly develop your own functionality, such as Flow Designer for designing workflows and automation and Integration Hub for designing integrations with other systems or even using some ready-made and supported integrations, called “Spokes”.
To sum up, with both ITSM and CSM you can leverage what the platform offers