Customer Service Management (CSM) Essentials

In 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.

• 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

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

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 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