Customer Service Management (CSM) Essentials

Name: Customer Service Management (CSM) Essentials
Price: 2700.00 USD
Availability: InStock
Rating: 4.5 (1200 reviews)

Price
$2,700.00 USD

Duration
3 Days

Delivery Methods
Virtual Instructor Led
Private Group

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Course Overview

Attend Customer Service Management Essentials to master the core configuration and administration of the ServiceNow® Customer Service Management (CSM) product.

In this 3-day interactive course, attendees master the core configuration and administration of the ServiceNow® Customer Service Management (CSM) product. Through lectures, group discussions, and hands-on labs, participants build on existing knowledge and skills by applying implementation good practices. This course is designed for ServiceNow customers, partners, and employees who administer features, functions, and data associated with Customer Service Management.

Course Objectives

Who Should Attend?

Customer Service Management Administrator / ServiceNow System Administrator - who will be administering the applications related to the ServiceNow® Customer Service Management (CSM) product
Technical / Solution Consultants and Architects – who will be configuring, developing, or supporting the applications related to the ServiceNow® Customer Service Management (CSM) product
Project / Program / Engagement Managers – who will be leading the implementation of the ServiceNow® Customer Service Management (CSM) product

Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Course Prerequisites

Welcome to ServiceNow (OnDemand)
ServiceNow Administration Fundamentals (SNAF) Instructor-Led or OnDemand
ServiceNow Platform Implementation Instructor-Led or OnDemand

Agenda

Describe the Customer Service Management product in terms of features, benefits, and architecture
Define essential customer service concepts and processes, including the difference between Interaction Management and Case Management and their end-to-end lifecycles
Manage and administer customer data such as Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, Install Base items, etc.
Address customer inquiries and resolve issues using Cases, Case Types, Case Tasks, State Flows, Escalations, Major Issue Management, etc.
Configure the baseline Case configuration using Case Types and Service Definitions
Configure and use CSM Configurable Workspace to manage and work Cases originating from a variety of communication channels
Enhance agent productivity using Advanced Work Assignment for Interactions and Cases
Manage cases intelligently using Special Handing Notes and Targeted Communications
Track the health of the business processes using analytics for Customer Service Management