Customer Service Management (CSM) Implementation

[Awadhesh Kumar1]

Hello folks,

Recently i have been assigned for CSM implementation, can someone help me with CSM implementation docs or guide me to best way to implement the same.

Thanks in advance !!

[Mark Roethof]

Hi there,

Have a look at the Customer Success Center. A ton of information can be found there.

https://www.servicenow.com/success/services/customer-success-services.html

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Runjay Patel · Accepted solution]

Hi Awadhesh,

Check out this series on youtub and for documentation visit at ServiceNow Helpdesk

Learn Customer Service Management (CSM) from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/watch?v=dEVAtFxqERQ&list=PLIGcZxQaeEoh73qbQJqWfGMDAx2bTzKl7&ab_channel=Servi...

This Series help you to understand below topics

• CSM Overview
• Enable Required Plugins
• Who Use ServiceNow CSM?
• CSM Terminology
• Technical Considerations Before Starting Development
• Relationship among CSM tables in Details
• Case Management Overview
• Configure Chat/Virtual Agent
• Agent Workspace
• CSM Roles Management
• Foundation/Master Data Configuration
  • Accounts
  • Contacts / Consumer
  • Products
  • Assets
  • Contracts
  • Entitlements
• Live Implementation with real world scenario
• Assignment Workbench and Advanced work assignment
• Case And Account Escalation
• CSM Integration With Service Management
• Difference in CSM Fundamentals class and CSM Implementation class
• CSM Certification Related Important Notes
• Add custom case type in CSM
• Relationship between Service Model and Service Offering
• Understanding CSM client requirements
• Mobile app for CSM agent
• how create incident record from customer service case
• Customer Service Portal user and agent roles
• How to allow consumer to read cases they have submitted via the portal

Please mark reply as Helpful/Correct, if applicable. Thanks!!

[Awadhesh Kumar1]

Thanks Runjay Patel. It was great tutorial.

[abrouf]

The video link doesn't work, could you please point how to get the link?