ServiceNow Customer Service Management Essentials
- Código del Curso SNCSME
- Duración 3 días
Otros Métodos de Impartición
Método de Impartición
Este curso está disponible en los siguientes formatos:
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Cerrado
Cerrado
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Clase de calendario
Aprendizaje tradicional en el aula
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Aprendizaje Virtual
Aprendizaje virtual
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Elearning (a tu propio ritmo)
E-learning a tu propio ritmo
Solicitar este curso en un formato de entrega diferente.
Temario
Parte superiorIn 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.
e-Learning
Interactive self-paced content that provides flexibility in terms of pace, place and time to suit individuals and organisations. These resources also consist of online books, educational podcasts and vodcasts, and video-based learning.
Dirigido a
Parte superior- 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
Objetivos del Curso
Parte superior- 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
Pre-requisitos
Parte superiorData 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
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