Newly Onboarded Non-Technical Staff Agent Users Supporting Our Organization's Customers

[cbeavers39]

Hi

I been task with putting together a curriculum for our staff agents supporting our organization's customers. These agents use primarily Case, Incident, CSM Workspace and Reports for customer walkups, emails and phone calls.

I've tried searching in Now--but have been unsuccessful in finding an existing path or career journey to point our newly onboarded staff agents. 

Any suggestions on my next steps?

Note: These staff members are non-technical Classic UI and Workspace users. They are not implementor, sys admin, support specialist, etc.

[Dr Atul G- LNG]

Hi @cbeavers39 

To start with, I will say 

1st get some basic understanding about ITIL / ITSM

2nd start CSA training , which has few basis training like Welcome to ServiceNow etc.

you can ask your team to watch my Batch 15 Playlist which is purely on CSA based and provide a techno functional understanding.

https://www.youtube.com/playlist?list=PLi0Ik1xCDEbK1yEjkVtbTkD2S21FtYdJ3

[Jennajv]

Hello I’m having issues getting my credentials I can’t seem to find the work email and temporary password

[Anisa Chaudry]

Welcome to ServiceNow and our "workspace" courses should be useful! Additionally, we actually sell customized training, so you may want to have a discussion with your SN representative about cost of that. 

I would also recommend creating your own materials based on your configuration. Building reference documents, powerpoints, videos, etc. on how they are meant to use the platform will be great for them to look back on!