Solved: Customer Service Management (CSM) Implementation - Page 2 - ServiceNow Community

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 !!

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1 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!!

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5 REPLIES 5

Try this: https://www.youtube.com/watch?v=7C8lhViGz5Q&list=PLVuhoY6Ddi5iF030T4_7eRR8H12p7VfH5&pp=iAQB