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
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