Customer Service Management (CSM) Fundamentals (CSM)

 

Course Overview

Attend Customer Service Management Fundamentals to master the set up, configuration, and usage of the ServiceNow Customer Service Management application. In this 3-day interactive course attendees master the setup, configuration, and usage of the ServiceNow Customer Service Management application by a combination of lecture, group discussions, and lab work. This course is designed for system administrators, implementers, developers, and application specialists responsible for configuring and managing the Customer Service Management application.

Certifications

This course is part of the following Certifications:

Prerequisites

Mandatory Prerequisites:
Recommended Prerequisites:
  • ITIL v3 or ITIL 4 Foundation Certification

Course Objectives

What you will learn in this course:

  • Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture
  • Manage core Customer Service data such as:
    • Case, and case types
    • Consumers, accounts, account relationships and account hierarchies
    • Contacts, contact relationships, account teams and responsibility definitions
    • Contracts, entitlements, and service level agreements (SLAs)
    • Assets, service-aware install base
    • Configure case forms and state flows
    • CSM workspaces and advanced work assignment
    • Case and account escalation, and major issue management
    • Communication channels, including walk-ups
  • Explore Reporting and Performance Analytics
  • Create Targeted Communications and Special Handling Notes
  • Investigate other key process applications including the Customer and Consumer Service Portals, and Communities
  • Explore Customer Service Management with IT Service Management and other ServiceNow applications

Follow On Courses

Prices & Delivery methods

Online Training

Duration
3 days

Price
  • US$ 2,700
Classroom Training

Duration
3 days

Price
  • United States: US$ 2,700

Click on town name or "Online Training" to book Schedule

Instructor-led Online Training:   This is an Instructor-Led Online (ILO) course. These sessions are conducted via WebEx in a VoIP environment and require an Internet Connection and headset with microphone connected to your computer or laptop.
*   This class is delivered by a vendor or third party partner.

United States

Online Training 09:00 US/Central * Enroll