CSM built & maintained
on autopilot.
Echelon’s AI agent builds the cases, record producers, playbooks, and integrations and keeps it all healthy — across the full SDLC, in your instance, with every change tracked.
Need to migrate from customized CSM to out-of-the-box — Echelon can do that too in weeks, not months.
Trusted by ServiceNow teams at
CSM requests handled by Echelon in minutes,
from scoping to maintaining.
Idea to a scoped CSM change
Turn a raw request — “add a Customer Health card” — into a validated, scoped change, grounded in how your CSM workspace is actually configured.
Designed and Solutioned — to CSM best practices
From Agent Workspace to playbooks to Now Assist, every change aligns to ServiceNow CSM best practices and your team's development standards.
Build in hours, not sprints
Workspace cards, playbooks, assignment rules, Virtual Agent topics — configured and pushed through tracked update sets, right inside your instance.
Test before it hits customers
Every change validated end-to-end — case creation, routing, SLAs — with automated review before it ever reaches a live customer.
Monitor and Govern — 24×7
Continuous checks on assignment rules, inbound actions, and SLA wiring — drift caught and fixed before it ever breaks the queue.
Every role moves faster.
Business Analyst
Requirements blur between intake and the developer queue.
A guided plan step that locks requirement clarity before build — closing the gap where CSM teams lose the most time.
Developer / Admin
Weeks of ticket backlog for workspace, form, and routing changes.
Describe the change; Echelon builds it and ships a tracked update set.
Architect
Hand-drawn audits of what's configured vs. what's drifted.
A live audit of every workspace element, card, and page property.
Platform Owner
Licensed Now Assist sitting idle, value stuck in a roadmap.
Activated skills with full traceability — value you already paid for.
Years of custom CSM, moved to
out-of-the-box in weeks.
Heavily customized, homegrown CSM is the hardest thing to modernize — and the most expensive to quote. Echelon reads your legacy case model, maps it to the out-of-the-box standard, and rebuilds it across the full SDLC: design, solutioning, build, test, and documentation. What partners quote in months, Echelon does in weeks.
Every gap in your CSM setup, surfaced in one session.
Echelon reads your live Agent Workspace, case model, record producers, routing rules, and Now Assist config — and shows what’s configured, what’s broken, and what’s underused. No sampling, no discovery workshops.
Book a demo →Connect CSM to the systems around it. Spoke or custom — built and verified.
After the core build, integration is where timelines stall. Echelon checks for a prebuilt ServiceNow spoke, and if none fits, designs a custom integration — presenting the trade-offs and building the flow end to end, from CRM case sync to telephony to content systems.
Book a demo →Now Assist is in your contract. Echelon puts it to work.
Most teams license Now Assist / NAVA but never activate it because the sn_aia_* and sys_gen_ai_*config layers are unfamiliar. Echelon audits what’s configured, fills the gaps, and activates skills with full traceability.
Book a demo →Your CSM shouldn’t drift. Keep it configured, monitored, and current.
As teams change and volumes shift, routing rules break silently and templates drift. Echelon continuously checks configuration health — assignment rules, inbound actions, SLA wiring — and fixes what breaks.