ServiceNow Customer Service Management Essentials
- Kursuskode SNCSME
- Varighed 3 dage
- Sprog Engelsk
Leveringsmetoder
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Leveringsmetoder
Kurset er tilgængeligt i følgende formater:
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Firma kursus
Et lukket firma kursus
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E-learning (Selvstudie)
Online kurser som du kan tage når som helst
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Åbent kursus
Traditionel klasserumsundervisning
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Åbent kursus (Virtuelt)
Live klasserumsundervisning du tilgår virtuelt
Anmod om dette kursus Med en anden leveringsløsning
Beskrivelse
ToppenIn 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.
Virtuel deltagelse
Et V&C Select kursus indholder nøjagtig det samme som et almindeligt kursus. Før kursusstart modtager man kursusmaterialet. Dernæst logger man på kurset via internettet og ser via sin pc den selvsamme præsentation som de øvrige deltagere, man kommunikerer via chat med underviseren og de øvrige deltagere på kurset. Denne uddannelsesmodel er både tids-og omkostningsbesparende og kan være et oplagt alternativ til almindelig klasseundervisning, hvis man f.eks. har et begrænset rejsebudget.
Målgruppe
ToppenThis course is destinated to:
- 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
Kursets formål
ToppenAfter attending this course, particpants should be able to:
- 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
Kursusindhold
Toppen- Welcome to CSM Essentials On Demand
- CSM Essentials Course Orientation
- Module 1 Introduction
- Module 2 Customers
- Module 3 Interaction
- Module 4 Products and Services
- Module 5 Case
- Module 6 Case Initiation
- Module 7 Case in progress
- Module 8 Case resolution and closure
- Module 9 Major Case Management
- Module 10 Metric Strategy
Forudsætninger
ToppenData analysis and student feedback show that students may struggle in this class if they have chosen to skip the prerequisite courses:
- Welcome to ServiceNow On Demand
- ServiceNow Administration Fundamentals Instructor-Led or On Demand
- ServiceNow Platform Implementation Instructor-Led or On Demand
Certificeringstest
ToppenEfterfølgende kurser
Toppen- Customer Service Management (CSM) Professional Suite
Mere information
Toppen- This SNCSME course includes key components from the former CSM Fundamentals (SNCSMF) and CSM Implementation (SNCSMI) courses, along with new material related to CSM implementations.
- Learners will have access to an eBook and a ServiceNow instance to work through the material.
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