Customer Service Management (CSM) Fundamentals

In this 2-day interactive course attendees master the usage of the ServiceNow Customer Service Management (CSM) application. This course is designed for Administrator s responsible for managing the Customer Service Management application. A combination of lecture, group discussions, and lab work helps attendees achieve the following:

• Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture
• Manage core Customer Service data such as:
  • Case, and case types
  • Consumers, accounts, account relationships and account hierarchies
  • Contacts, contact relationships, account teams and responsibility definitions
  • Contracts, entitlements, and service level agreements (SLAs)
  • Assets, service-aware install base
  • Configure case forms and state flows
  • CSM agent workspace and advanced work assignment
  • Case and account escalation, and major issue management
• Explore Reporting and Performance Analytics
• Create Targeted Communications and Special Handling Notes
• Investigate other key process applications including the Customer and Consumer Service Portals, and Communities
• Explore Customer Service Management with Service Management

Module 1: Customer Service Management Principles

Objectives

• Introduction to ServiceNow s Customer Service Management Solution
• Learn how to position Customer Service Management across workflows on the Now Platform
• Explore the similarities and differences between CSM and IT Service Management (ITSM)
• Discuss why customization of ITSM to meet CSM needs is not a recommended best practice approach

Labs

Class preparation

Module 2: CSM Basics

Objectives

• Get familiar with customer service terminology
• Learn the difference between B2B and B2C, and how each is managed via CSM
• Be able to describe the various aspects of a customer portfolio and a product portfolio
• Gain hands-on experience configuring core data and supporting reference data

Labs

• Working with consumers
• Accounts, contracts and hierarchies
• Partners, contracts, and account relationships
• Service-aware install base and the common service data model (CSDM)
• Service contracts and entitlements
• Customer service groups and skills
• Account teams and responsibility definitions

Module 3: Case Management

Objectives

• Learn about the various communication channels and case management
• Introduce matching rules and assignment rules
• Explore and configure the CSM agent workspace
• Introduce and explore major case management
• Explore CSM with service management integration
• Introduce the mobile experience for CSM
• Learn why tracking and analyzing data is important for CSM

Labs

• Configure case process
• CSM agent workspace
• Advanced work assignment
• Case and account escalation
• Major issue management
• CSM with ITSM

Module 4: Customer Experience

Objectives

• Learn about the portals for B2B and B2C
• Learn how the portals interact with Service Catalog
• Introduction to Community
• Learn how CSM interacts with the Knowledge Portal
• Gain hands-on experience with the customer service portal and the consumer service portal

Labs

• Customer service portal: Case creation and asset contact
• Customer service portal: Contract administration
• Customer service portal: Self-registration
• Targeted communications

The ServiceNow Customer Service Management Fundamentals course is for Customers, Partners, and Employees who administer features, functions, and data associated with Customer Service Management. An attendee is a good fit for this course if they perform or advise on any of the following roles or job responsibilities:

• Customer Service Manager
• Customer Service Application Administrator
• ServiceNow System Administrator
• Technical Consultants and Administrators who will be configuring, developing or supporting the CSM applications