Help Needed: Learning CRM in ServiceNow – Looking for Step-by-Step Topics

[RohitPapann]

Hello ServiceNow Community, 👋

I’m new to ServiceNow and currently exploring the CRM (Customer Relationship Management) capabilities within the platform. I’d like to learn CRM in a systematic, topic-by-topic manner to build a solid foundation and apply it practically.

Can someone please guide me on:

• 🔹 What are the core CRM topics/modules in ServiceNow?

• 🔹 In what order should I learn these topics for a beginner?

• 🔹 Are there any hands-on examples or learning paths you’d recommend?

I’m currently using the Developer Instance and have started exploring CSM (Customer Service Management). Any structured roadmap or suggestions would be greatly appreciated!

Thanks in advance for your guidance!
— Rohit

[SANDEEP DUTTA]

Hi @RohitPapann ,

CRM at a whole comprises of CSM, FSM and Sales and Order Management.

You can Login to ServiceNow University / Learning Portal to learn more about the above topics.

[Simon Hendery]

Hi @RohitPapann 

This KB is a good place to start:

https://learning.servicenow.com/lxp/en/get-started-with-servicenow-university-resources/welcome-to-t...

It outlines learning paths for the key elements of CRM, which are: CSM, SOM, and FSM, combined with industry-specific methodologies. 

Starting with CSM (as you have done) is the logical first step. 

A word of warning: in the ServiceNow world, CRM is a relatively new sales-driven play targeting large, complex organisations, and each deployment involves addressing unique org-specific and industry-specific architectural challenges across CSM, SOM, and FSM. In other words, learning how to implement and/or manage a ServiceNow CRM deployment isn't as simple as you might expect. 

[Mexiprince]

@RohitPapann  Just as Sandeep and Simon have said the Customer and Industry Workflow areas is wide and broad.

Starting with Customer Service Management CSM as a baseline and foundational to the other products. Onces CSM has been mastered you can then move to others areas searching within the servicenow university for these courses as they come with hands on labs.

CRM Suite

1.Customer Service Management
2.Field Service Management
3.Sales and Order Management
4.Sale and Order Management for Technology Providers
5.Sale and Order Management for Telecommunication
6.Healthcare and Life Sciences Service Management
7.Technology Provider Service Management
8.Telecommunication Service Management
9.Public Sector Digital Services
10.Financial Services Operations

https://www.servicenow.com/solutions/crm/crm-system.html?state=seamless

https://www.servicenow.com/standard/infographic/learning-paths.html?state=seamless