ServiceNow Customer Service Management Essentials

This 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

After 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

• 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

Data 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

Pre-requisitos:

• SNSAF - ServiceNow Administration Fundamentals

Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification

•  Customer Service Management (CSM) Professional Suite

• 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.