Request for Clarification on CRM Suite Topics – Subtopics and Functional Scope

[RohitPapann]

Hello Community,

Thank you for previously sharing the list of topics under the CRM Suite in ServiceNow. I truly appreciate your guidance. 🙏

The topics I received were:

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

As I’m currently learning and exploring CRM in ServiceNow step-by-step, I would be very grateful if you could help me understand:

• What are the key features or sub-modules included in each of these areas?

• Are there any essential capabilities or use cases I should focus on while learning each?

Having a breakdown or overview of each topic would really help me plan my learning journey more effectively.

Thank you in advance for your time and support!

Best regards,
Rohit

[Mexiprince · Accepted solution]

Hi @RohitPapann ,

CRM suite is broad as mentioned before, your intended support industry will drive your learning journey.  Check attached learning path pdf for guidance. Each product has solution brief in product document and resource center. Earlier I advised you start out with Customer Service Management: Case and Knowlege, Case types, Product, Product Model, Contracts and Entitlements, Account team, SLA, Escalation, Targeted communication etc. Most of the other products are extension of this Customer Serive Case structure thats why its foundational.

CRM and Industry Products document: https://www.servicenow.com/docs/csh?topicname=industry-products-landing.html&version=latest

CSM: https://www.servicenow.com/docs/csh?topicname=c_CustomerServiceManagement.html&version=latest

FSM: https://www.servicenow.com/docs/csh?topicname=fsm-application-landing-page.html&version=latest

SOM: https://www.servicenow.com/docs/csh?topicname=order-mgt-overview.html&version=latest

FSO: https://www.servicenow.com/docs/csh?topicname=fso-overview.html&version=latest

HCLS: https://www.servicenow.com/docs/csh?topicname=hcls-overview.html&version=latest

MCO: https://www.servicenow.com/docs/csh?topicname=manufacturing-overview.html&version=latest

PSDS: https://www.servicenow.com/docs/csh?topicname=bun-public-sector-landing-page.html&version=latest

Retail: https://www.servicenow.com/docs/csh?topicname=rahi-retail-industry-overview.html&version=latest

TMT: https://www.servicenow.com/docs/csh?topicname=telecom-media-tech-landing.html&version=latest

Explore ServiceNow University(Now Learning) course on these CRM topics begining with Customer Service Management.

Filter for courses on Customer Service Management and Now Assist related CSM offerings too. When finished do the same for the Other Industry/Product areas as well.

https://learning.servicenow.com/lxp/en/pages/lxp-search?id=search&q=Customer%20service%20management&...

Customer Service Management (CSM) Essentials On Demand (Vancouver)

https://learning.servicenow.com/lxp/en/customer-service-management/customer-service-management-essen...

Additional Recommended Courses for Customer Service Management (CSM) Implementers

https://learning.servicenow.com/lxp/en/customer-service-management/additional-recommended-courses-fo...

Customer Service Management course and certification update FAQ

https://learning.servicenow.com/lxp/en/instructor-led-training/customer-service-management-course-an...

Customer Service Management (CSM) Implementation Workshop

https://learning.servicenow.com/lxp?id=learning_course_prev&course_id=3930fd5f97ee5614eb773f11f053af...

Customer Service Management Essentials (CSM) Syllabus

https://learning.servicenow.com/lxp/en/instructor-led-training/customer-service-management-essential...

Customer Service Management Best Practices for Implementation

https://learning.servicenow.com/lxp/en/customer-service-management/implementation-best-practices?id=...

Customer Service Management (CSM) Professional Suite

https://learning.servicenow.com/lxp/en/customer-service-management/customer-service-management-csm-p...

Now Assist for Customer Service Management (CSM) Guide

https://learning.servicenow.com/lxp/en/now-platform/now-assist-for-customer-service-management-csm-g...

Now Assist for Customer Service Management (CSM) Implementer

https://learning.servicenow.com/lxp/en/customer-service-management/now-assist-for-customer-service-m...