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!!
