Who should attend
The ServiceNow Customer Service Management Essentials 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 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.
Prerequisites
Completion of the following courses is required for a successful class experience:
- Welcome to ServiceNow On Demand
- ServiceNow Administration Fundamentals (SNAF)
- ServiceNow Platform Implementation (SNPI)
Course Objectives
Students learn how to perform the following activities through a mix of lectures, group discussions, and hands-on exercises:
- 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.
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