question CSM Professional Suite Retired Learning Issues in Community Central forum

CSM Professional Suite Retired Learning Issues

Woneci — Tue, 10 Mar 2026 16:50:18 GMT

Hello everyone,

I was pursuing the CSM Professional Suite. I have everything but the NLU Fundamentals and Virtual Agent Simulator, which have been retired. How do I complete this suite?

Here is the link to the path: https://learning.servicenow.com/lxp/en/customer-service-management/customer-service-management-csm-professional?id=learning_path_prev&path_id=6ed90f24db9a7300de3cdb85ca96199a&s=1&ssa=1

Thanks.

Re: CSM Professional Suite Retired Learning Issues

GlideFather — Wed, 11 Mar 2026 08:48:33 GMT

Hi @Woneci,

I have completed the whole path and I can review it but I cannot see that something was retired..

Simply navigate to the path (link you shared), enrol and complete all the requirements.

could you possibly share what's retired or where's the issue? I don't see it from my side

Re: CSM Professional Suite Retired Learning Issues

Woneci — Wed, 11 Mar 2026 15:43:04 GMT

Hello @GlideFather ,

Thanks for your response.

Here are the links to NLU Fundamentals https://learning.servicenow.com/lxp?id=learning_course_prev&course_id=d3adae34979e5d50496bb5bfe153af6d&s=1&ssa=5 and Virtual Agent Simulator https://learning.servicenow.com/lxp/en?id=learning_course_prev&course_id=12db26f4975e5d50496bb5bfe153afc7

I have added some screenshots too.

I am just wondering how to complete this path with these two now retired.

Re: CSM Professional Suite Retired Learning Issues

GlideFather — Wed, 11 Mar 2026 22:15:01 GMT

I got it now @Woneci this happens here and there when ServiceNow is updating content due to the new features, something from 2024 is no longer relevant in 2026. And for that some of the courses are being retired

As of now, the retirement message is just informational that the course will no longer be available after the given date and a new version reflecting actual status quo will be (most likely) introduced.

Similar example be ITSM Fundamentals it has the same message, but it also contains this switcher to the Zurich version of the same course and if you navigate there, the message is no longer there.

As it mentions 1st May I believe this is due to the new upgrade version (Australia) to be brought.

You can take the class before it's retired, no change for you, but if you want to take the updated newer version you will also have chance, it's up to you.

Does it make sense? 😛

Re: CSM Professional Suite Retired Learning Issues

Woneci — Thu, 12 Mar 2026 00:09:48 GMT

Thanks ,

I think 01/05/2026 refers to January and not May. So it is already retired.

I appreciate your help on this matter. I would like to connect to learn more from you, if that is okay.

Thanks once again.

Re: CSM Professional Suite Retired Learning Issues

GlideFather — Thu, 12 Mar 2026 14:01:36 GMT

Hi @Woneci that can be 1st January or 6th June... hard to say 😛

Thank you for your kind words, let's connect for sure!

CC: Please @Jim Poisson do we know what's the date format in this case? I guess SN is an American firm. Do you have any visibility into that? Thanks!

Re: CSM Professional Suite Retired Learning Issues

Jim Poisson — Thu, 12 Mar 2026 14:09:40 GMT

It should be rendering the date in the user's preferred language browser setting. Mine is displaying in English (US) format. This content is expiring on May 1, 2026.

Re: CSM Professional Suite Retired Learning Issues

GlideFather — Thu, 12 Mar 2026 14:40:07 GMT

Amazing as always! @Jim Poisson thank you so much

CC: @Woneci find the official answer from ServiceNow

Re: CSM Professional Suite Retired Learning Issues

Woneci — Thu, 12 Mar 2026 16:31:29 GMT

Hello Jim,

Thanks for your response.

I am finally able to get into it.

However, I am stuck at this lab (Create NLU intent) and I keep getting this banner notice:

"Some features may not be available because the connection to NLU Service is not available. Please try again after sometime, if the issue persists log an issue with Support."

I have been stuck at this for hours. I tried going to the next lab (Create Entities) but could not, as it seems it depends on this one.

I appreciate any help you can render here.

Thanks in advance.

Re: CSM Professional Suite Retired Learning Issues

Woneci — Fri, 13 Mar 2026 07:40:26 GMT

Thanks to @GlideFather and @Jim Poisson for the assist. You were really helpful.

Re: CSM Professional Suite Retired Learning Issues

Jim Poisson — Fri, 13 Mar 2026 12:01:19 GMT

@Woneci I don't have the ability to troubleshoot labs. Have you opened a case with Support?

Re: CSM Professional Suite Retired Learning Issues

GlideFather — Fri, 13 Mar 2026 13:02:25 GMT

Thanks @Woneci for the feedback!

Re: CSM Professional Suite Retired Learning Issues

Woneci — Sat, 14 Mar 2026 04:05:40 GMT

Thank you. I was able to sort it out.

I was stuck at this lab (Create NLU intent) and I kept getting this banner notice:

"Some features may not be available because the connection to NLU Service is not available. Please try again after sometime, if the issue persists log an issue with Support."

I was stuck at this for hours. I tried going to the next lab (Create Entities) but could not, as it seems it depended on this one.

I was however able to figure it out.

This note right here was the key:

NOTE: If you receive the error: "Unable to train the model at this time. Please try again after some time." when you try to train the model, Navigate to the "Lab Management"module and click "Repair Machine Learning Settings." Make sure you are in the 'global' scope when you run this. This should repair your settings. Then try training the model again.