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!
