ServiceNow Customer Service Management Fundamentals (CSM) Training

• Understand the use and architecture of Customer Service Management application Place the Customer Service Management application and its related applications in the ServiceNow platform Work with the vital process applications, such as Knowledge Base, Service Catalog, and Service Portal Configure Accounts, Entitlements, Assets, Contracts, Account Relationships, and Communication Channels Explore mobile features related to Customer Service Management

• The functional administrators who configure and administer the Customer Service Management application are eligible for this ServiceNow Customer Service Management Fundamentals (CSM) Training.

• PR Tech Skills will provide you with a training completion certificate after completing the ServiceNow Customer Service Management Fundamentals (CSM) Training.

Module 1: Customer Service Management Principles

• Introduction to ServiceNow’s Customer Service Management Solution
• Learn how to position Customer Service Management across workflows on the Now Platform
• Explore the similarities and differences between CSM and IT Service Management (ITSM)
• Discuss why customization of ITSM to meet CSM needs is not a recommended best practice approach

Module 2: CSM Basics

• Get familiar with customer service terminology
• Learn the difference between B2B and B2C, and how each is managed via CSM
• Be able to describe the various aspects of a customer portfolio and a product portfolio
• Gain hands-on experience configuring core data and supporting reference data

Module 3: Case Management

• Learn about the various communication channels and case management
• Introduce matching rules and assignment rules
• Explore and configure the CSM agent workspace
• Introduce and explore major case management
• Explore CSM with service management integration
• Introduce the mobile experience for CSM
• Learn why tracking and analyzing data is important for CSM

Module 4: Customer Experience

• Learn about the portals for B2B and B2C
• Learn how the portals interact with Service Catalog
• Introduction to Community
• Learn how CSM interacts with the Knowledge Portal
• Gain hands-on experience with the customer service portal and the consumer service portal