Fast track to learning ServiceNow CRM

HelderM62155669 · 3 weeks ago

For someone with a technical background but also experienced with SalesForce, Dynamics 365, and similar CRM solution implementations, what is the best way to fast track my learning of the ServiceNow CRM solution, both from an implementation backend perspective but also as an end user? I want to skip the "CRM 101" lessons, if possible.

quintinmorrow · Tuesday

ServiceNow CRM can feel overwhelming at first because it sits on top of a huge platform. What helped me most was focusing on the basics: data model, tables, relationships, and workflows before diving into customizations. Building small demo apps inside a personal instance speeds things up. Certifications are useful, but hands-on practice makes everything click much faster.

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Simon Hendery · 3 weeks ago

Hi @HelderM62155669

There is no 'CRM 101' learning path in ServiceNow, and I'd be interested to understand why you want to jump right into learning CRM implementation.

In ServiceNow, CRM is a complex combination of at least 3 individual ServiceNow apps: Customer Service Management, Sales Order Management, and Field Service Management. So to become a ServiceNow CRM expert, you need to understand those three functions, plus how they interact with the wider business, and the business's other apps.

Yes, ServiceNow has been making a lot of noise regarding CRM. But the reality is that an SN CRM implementation is a major project suitable only for a very large and complex enterprise.

I'd predict the number of these implementations in 2026 will be in the low double digits. And they'll be driven by highly experienced ServiceNow architects, not newcomers to the platform.

I'm not disrespecting your previous experience, just pointing out that becoming an expert in what SN describes as CRM involves much more than just knowledge transfer for someone who's previously worked with other stand-alone CRM solutions.

Plus, if you're looking for a career change, positioning yourself as a SN CRM specialist is going to be difficult, especially if you don't have extensive prior experience with the platform.

Bert_c1 · 3 weeks ago

https://www.servicenow.com/university/training-and-certification.html?state=seamless

Free training

fknell · 3 weeks ago

@HelderM62155669 In case you want to become a certified professional, I would recommend the learning path including the recommended trainings. If you're already familiar with the CRM processes, I guess you will adapt very fast to the way how ServiceNow solves requirements. From there you can make your way into Sales & Order Mgmt. and Field Service Mgmt.

Hope this helps...

Simon Hendery · 3 weeks ago

There's a good discussion about this going on over on LinkedIn:

https://www.linkedin.com/posts/simonhendery_servicenow-crm-activity-7425664509975044096-8dZU