Support Agent Training

DeAnDawson
Tera Contributor

Saturday

We’re preparing to roll out ServiceNow CSM, including our first client-facing portal and knowledge base. Today we’re using a basic ticketing system.

 

We have an onsite planned to go deep on workflows and change management. Ahead of that, I want to prep our support agents so we can hit the ground running at the onsite.

 

I’m planning to assign the “Welcome to ServiceNow - ServiceNow University ” course:

  • Is it sufficient as a baseline?
  • Any specific courses you’d recommend for CSM agents (cases, knowledge, portal)?

Appreciate any guidance!

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1 REPLY 1

vaishali231
Kilo Sage

yesterday

Hey @DeAnDawson 

The "Welcome to ServiceNow" course is a great starting point for platform basics, but it isn't enough for CSM agents.

I'd also recommend:

  1. CSM Fundamentals (case management and lifecycle)
  2. Knowledge Management Fundamentals
  3. Service Operations Workspace training
  4. Hands-on practice with your customer portal and common support scenarios

Combining these with a few real-world case exercises before the onsite will help your agents become productive much faster

 

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Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb












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