COURSE OBJECTIVE:
After attending this course, particpants should be able to:
• 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
TARGET AUDIENCE:
This course is destinated to:
• 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
COURSE PREREQUISITES:
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
COURSE CONTENT:
• Welcome to CSM Essentials On Demand
• CSM Essentials Course Orientation
• Module 1 Introduction
• Module 2 Customers
• Module 3 Interaction
• Module 4 Products and Services
• Module 5 Case
• Module 6 Case Initiation
• Module 7 Case in progress
• Module 8 Case resolution and closure
• Module 9 Major Case Management
• Module 10 Metric Strategy
FOLLOW ON COURSES:
Customer Service Management (CSM) Professional Suite