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Customer Service Management Implementation

Master the setup, configuration and usage of the ServiceNow CSM application

Quick Facts

Certification: No

Duration: 2 Days

Cost: $1,700

Summary

When customers have problems, they expect fast resolution and a simple engagement process. They prefer multiple engagement methods from self‑service online to direct engagement with service agents over their choice of phone, email, or chat, etc. To provide the highest levels of service, your agents need real‑time metrics and real‑time collaboration mechanisms that just aren’t available through traditional tools.

ServiceNow Customer Service Management is different. We give your customers a portal that delivers an effortless self‑service experience. Our approach connects people, workflow, and processes to engage across departments in case management and resolution. We improve efficiency with automation that gives agents visibility into the health of customer systems, and tools for performing root cause analyses to deliver preemptive service. The result is customer service that is effortless, connected, and proactive.

This 2‑Day class covers common technical aspects of an implementation as well as processes to effectively manage an implementation. This mix allows attendees to learn tactical skills and responsibilities required based on their role as well as develop a holistic view of all team roles and responsibilities.

Who Should Attend

This course is designed for functional administrators who plan to configure and administer the Customer Service Management application.

Prerequisites

ServiceNow System Administration

Certification

This course does not offer certification.

Class Schedule

Class Schedule (includes 1 hour lunch break)

Two days (9am – 5pm)

How to Attend

To view all available courses click Course Schedule.

To register for class:

  • Customers can use the follow link to access the Learning Portal http://servicenow.sabacloud.com/
  • Customers with OKTA/SSO login can access the Learning Portal directly to Self Register
  • Customers with no account can easily create an account
  • Cancellation and rescheduling policies apply (see Terms and Conditions)

Private Training is available for a flat fee for up to 16 participants. Please contact us at trainingAE@servicenow.com for more information and pricing details.

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

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