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Customer Service Management (CSM) Implementation

SS Course: GK821234

Course Overview


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

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



Module 1: Implementing Customer Service Operations


  • 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


  • 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


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


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

Module 3: Implementation Preparation Best Practices


  • 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


  • Auto-Close Resolved Cases

Module 4: Implementing Performance Management


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


  • In-Form Analytics Dashboard


    • 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


      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