post K19 Pre-Con CSM Fundamentals Class in Training and Certifications articles

K19 Pre-Con CSM Fundamentals Class

Jeanette Smith — Wed, 01 May 2019 22:22:25 GMT

Welcome to the ServiceNow Knowledge19 Pre-Conference - Customer Servicer Management Fundamentals Class

This is a dedicated Community Article for class communication, collaboration, and fun!!!

Please post your questions here using the COMMENT link. Classroom staff will be monitoring this conversation during class on May 5-6, 2019 and will answer to the best of their ability.

Dates: May 5 & 6
Rooms: Casanova 502, Sands Level 1
Primary Instructor:

James Divine - Primary Instructor
Gavin Lowe - Secondary Instructor
Jeanette Smith - Track Lead
Fred Delbart - TA
Kelli Hoeppner - TA
Top Tanti - TA

Re: K19 Pre-Con CSM Fundamentals Class

gavinsn — Sun, 05 May 2019 14:26:46 GMT

Hello everyone! I am looking forward to a fun class.

Re: K19 Pre-Con CSM Fundamentals Class

felladin — Sun, 05 May 2019 14:49:14 GMT

Hello Gavin!

Re: K19 Pre-Con CSM Fundamentals Class

seanphelan — Sun, 05 May 2019 15:05:54 GMT

Question in the CASE to Incident Relationship: lab 3.08

The current UI action in SN creates an incident. The case remains open for communication to the customer and the INC is being worked on by your IT agent. In our planned release of CASE CSM will be used by our Tier 1 and if they need to route to Tier2 or 3 they will create an INC. If I was to modify the UI action to open and INC and close the case would this update to the logic of the ui action work in the agent workspace interface?

If the Servicedesk routes the item to Tier2/3 the case is no longer required to be open with Tier1 and Tier2/3 will not have a CSM licence.

Re: K19 Pre-Con CSM Fundamentals Class

andrewwaites — Sun, 05 May 2019 15:07:37 GMT

Good morning.

Re: K19 Pre-Con CSM Fundamentals Class

bhavna7 — Sun, 05 May 2019 15:12:48 GMT

Bhavna Hilligrass, Red Hat, A.

Re: K19 Pre-Con CSM Fundamentals Class

chrisperry — Sun, 05 May 2019 15:12:51 GMT

Chris Perry, Cox Enterprises Inc., A/B -- currently implementing CSM

Re: K19 Pre-Con CSM Fundamentals Class

michellenew — Sun, 05 May 2019 15:13:09 GMT

Michelle, Comcast, NBCU, Planning to implement CSM

Re: K19 Pre-Con CSM Fundamentals Class

Rob Nijbroek — Sun, 05 May 2019 15:13:10 GMT

Rob Nijbroek, Company: Fruition Partners Netherlands, CSM status: virgin.

C- just learning

Re: K19 Pre-Con CSM Fundamentals Class

Shane J — Sun, 05 May 2019 15:13:18 GMT

Shane Juedes (yee-dess)

Exact Sciences

Implementing CSM soon.

Re: K19 Pre-Con CSM Fundamentals Class

psmith969 — Sun, 05 May 2019 15:13:23 GMT

Patrick Smith, GoDaddy.com, B

Re: K19 Pre-Con CSM Fundamentals Class

TylerH129589623 — Sun, 05 May 2019 15:13:48 GMT

Tyler Hoge, CloudPires LLC., B

Re: K19 Pre-Con CSM Fundamentals Class

Community Alums — Sun, 05 May 2019 15:13:49 GMT

Johnny Toms, Axians (Sweden), A

Re: K19 Pre-Con CSM Fundamentals Class

bill_blaney — Sun, 05 May 2019 15:14:04 GMT

Bill Blaney, Sovereign Systems, we are a ServiceNow partner looking to expand into CSM!

Re: K19 Pre-Con CSM Fundamentals Class

steve_reekie — Sun, 05 May 2019 15:14:04 GMT

Steve Reekie, Crossfuze (UK), A/B/C

Re: K19 Pre-Con CSM Fundamentals Class

hshpits — Sun, 05 May 2019 15:14:35 GMT

Helen Shpits, Princeton University, A/B/C

Re: K19 Pre-Con CSM Fundamentals Class

felladin — Sun, 05 May 2019 15:15:15 GMT

Anton Vettefyr, AddPro AB, Here to see if CSM is what we will move over to from ITSM.

Re: K19 Pre-Con CSM Fundamentals Class

Snigdha1 — Sun, 05 May 2019 15:16:33 GMT

Vana Snigdha Tummala, CloudPires LLC, B

Re: K19 Pre-Con CSM Fundamentals Class

jermainemccord — Sun, 05 May 2019 15:16:42 GMT

Already have CSM Implemented

Re: K19 Pre-Con CSM Fundamentals Class

David280 — Sun, 05 May 2019 15:17:17 GMT

David Almqvist, working at a consultant company called Verano in Stockholm Sweden, planning to implement CSM for customers.