Support Agent Training

[DeAnDawson]

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!

[vaishali231]

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

*************************************************************************************************************************************

If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

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

[vaishali231]

Hey @DeAnDawson 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Thankyou & Regards

Vaishali Singh

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

[Dr Atul G- LNG]

Hi @DeAnDawson 

Being a trainer:

• I would suggest starting with the Welcome to ServiceNow course.
• Once that is completed, I will ask the team to take the CSA course, at least up to the table and form level, so they understand what ServiceNow is built on and how it works.
• Add portal course as well
• After that, they can move on to the CSM course.

[Tanushree Maiti]

Hi @DeAnDawson 

As individual has worked as CSM agent , My recommendation would be a bit long term.

• Complete Welcome to ServiceNow course 
•  Complete CSA fundamental course : ServiceNow Administration Fundamentals
• Learn ITSM (IT Service Management) processes, including incident, problem, and change management. Complete course : IT Service Management (ITSM) Fundamentals   (Optional)
• Customer Service Management (CSM) Essentials 
• Get Started with the Now Create Methodology 
• ServiceNow Platform Implementation (Yokohama) 

(Long term Plan) Once individual is ready - Go for Certified Implementation Specialist - Customer Service Management (CIS-CSM)   . 

Individuals can transition from a CSM Agent to a CSM Specialist.