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Course Summary

In this 2-day interactive course attendees cover the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a Customer Service Management (CSM) implementation.

Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on existing knowledge and skills by applying implementation best practices.

You will gain skills like:

• Configuration and customization of ServiceNow Customer Service Management (CSM)
• Designing and implementing customer service workflows and processes
• Integrating customer communication channels with ServiceNow CSM
• Creating and managing service catalogs and knowledge bases
• Analyzing customer service data and metrics for continuous improvement

Module 1: Implementing Customer Service Operations
• Check knowledge of CSM Basics
• Learn how to configure communication channels and agent workspace
• Learn when and why to use case types
• Investigate assignment workbench and advanced work assignment
• Introduce guided decisions and outsourced customer service
• Introduce predictive intelligence

Module 2: Implementing Customer Experience
• Configure the customer portals
• Investigate knowledge management
• Introduce walk-up experience for customer service
• Learn how field service management interactions with CSM

Module 3: Implementation Preparation Best Practices
• Introduce Now Create
• Explore implementation basics and recognize the importance of Organizational Change Management (OCM)
• Discuss workshop strategy, requirements gathering, and implementation best practices including integrations and data migration

Module 4: Implementing Performance Management
• Performance best practices and reporting
• Learn how to use performance analytics to manage CSM
• CSM reporting
• Improving knowledge performance through search analysis

Completion of ServiceNow Fundamentals course and successful completion of associated certification (Certified System Administrator) or Completion of ServiceNow Platform Implementation course Completion of CSM Fundamentals course

This course is part of the following certification: ServiceNow Certified Implementation Specialist – Customer Service Management certification

Following your booking, a confirmation message will be sent to all participants, ensuring you're well-informed of your successful enrollment. Calendar placeholders will also be dispatched to assist you in scheduling your commitments around the course. Rest assured, all course materials and access to necessary labs or platforms will be provided no later than one week before the course begins, allowing you ample time to prepare and engage fully with the learning experience ahead.

Our comprehensive training package includes all the necessary materials and resources to facilitate a full learning experience. Enrollees will be provided with detailed course content, encompassing a wide array of topics to ensure a thorough understanding of the subject matter. Additionally, participants will receive a certificate of completion to recognize their dedication and hard work. It's important to note that while the course fee covers all training materials and experiences, the examination fee for certification is not included but can be purchased separately.
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