Are you ready for your next big on demand learning opportunity? The ServiceNow Training and Certification Organization is excited to announce the conversion of another of our Instructor-Led Training courses to On Demand format with the release of Customer Service Management (CSM) Fundamentals!
In this on demand course, you will master the setup, configuration, and usage of the ServiceNow Customer Service Management application by a combination of self-study and lab work. The course is designed for system administrators, implementers, developers, and application specialists responsible for configuring and managing the Customer Service Management application.
You will have the opportunity to explore the Customer Service Management application, related applications in the ServiceNow platform, use cases, and architecture.
Learn how to manage
- cases, and case types, case and account escalation, and major issue management
- consumers, accounts, account relationships, and account hierarchies
- contacts, contact relationships, account teams, and responsibility definitions
- contracts, entitlements, and service level agreements (SLAs)
- assets and the service-aware install base.
Learn how to configure case forms and state flows as well as the CSM agent workspace and advanced work assignment. The course also explores communication channels, including walk-ups and the Reporting and Performance Analytics products. You will also learn how to create Targeted Communications and Special Handling Notes. The course investigates other key process applications including the Customer and Consumer Service Portals, and Communities and explores Customer Service Management with IT Service Management and other ServiceNow applications.
Click here to enroll today!
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