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Customer Service Management (CSM) Implementation

SS Course: GK821234

Course Overview

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In this 2-day interactive course attendees cover the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a Customer Service Management (CSM) implementation.

Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on existing knowledge and skills by applying implementation best practices.

Course topics include:

  • Implementing Customer Service Operations, including:
  • Communication channels, case types, and CSM Agent Workspace
  • Implementing Customer Engagement, focusing on the customer portals
  • Implementation Preparation Best Practices, including Now Create and Organizational Change Management (OCM)
  • Implementing Performance Management, particularly how it pertains to measuring and managing CSM
                                                                  

Scheduled Classes

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03/21/24 - GVT - Virtual Classroom - Virtual Instructor-Led
04/15/24 - GVT - Virtual Classroom - Virtual Instructor-Led

Outline

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Module 1: Implementing Customer Service Operations

Objectives

  • Check knowledge of CSM Basics
  • Learn how to configure communication channels and agent workspace
  • Learn when and why to use case types
  • Investigate assignment workbench and advanced work assignment
  • Introduce guided decisions and outsourced customer service
  • Introduce predictive intelligence

Labs

  • Class preparation
  • Inbound email flows
  • Case types
  • CSM agent workspace
  • Case skill determination
  • Advanced work assignment for CSM
  • Outsourced customer service

Module 2: Implementing Customer Experience

Objectives

  • Configure the customer portals
  • Investigate knowledge management
  • Introduce walk-up experience for customer service
  • Learn how field service management interactions with CSM

Labs

  • CSM Portal Page
  • Portal Case Creation
  • CSM Knowledge Base Management
  • Knowledge-centered service for CSM

Module 3: Implementation Preparation Best Practices

Objectives

  • Introduce Now Create
  • Explore implementation basics and recognize the importance of Organizational Change Management (OCM)
  • Discuss workshop strategy, requirements gathering, and implementation best practices including integrations and data migration

Labs

  • Auto-Close Resolved Cases

Module 4: Implementing Performance Management

Objectives

  • Performance best practices and reporting
  • Learn how to use performance analytics to manage CSM
  • CSM reporting
  • Improving knowledge performance through search analysis

Labs

  • In-Form Analytics Dashboard

    Prerequisites

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    • Completion of ServiceNow Fundamentals course and successful completion of associated certification (Certified System Administrator)
    • Completion of ServiceNow Platform Implementation course
    • Completion of CSM Fundamentals course

      Who Should Attend

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      The ServiceNow Customer Service Management Implementation course is for Customers, Partners, and Employees who are getting ready to implement the application and configure it to their needs. An attendee is a good fit for this course if they fall into these roles:

      • Technical Consultants and Administrators who will be configuring, developing or supporting the CSM applications
      • Project/Program/Engagement Managers who will be leading implementation of CSM application in ServiceNow
      • Process Managers and Administrators who have oversight of work which will be facilitated using the CSM application in ServiceNow
      • ServiceNow System Administrators