Customer Service Management Fundamentals
Master the setup, configuration and usage of the ServiceNow CSM application
Summary
In this 2‑day interactive course attendees master the setup, configuration, and usage of the ServiceNow Customer Service Management application. This course is designed for Administrator’s responsible for configuring and managing the Customer Service Management application. A combination of lecture, group discussions, and lab work helps attendees achieve the following:
- Place the Customer Service Management application and its related applications in the ServiceNow platform and understand its use cases and architecture
- Configure Accounts, Contracts, Entitlements, Assets, Account Relationships, and Communication Channels
- Configure the Case form, service level agreements (SLAs), and routing and assignment rules
- Work with other key process applications: Knowledge Base, Service Portal, Service Catalog, and Field Services (Work Order) Management
- Explore Mobile Features related to Customer Service Management
Who Should Attend
This course is designed for functional administrators who plan to configure and administer the Customer Service Management application.
Prerequisites
Certification
This course does not offer certification.
Class Schedule
Class Schedule (includes 1 hour lunch break)
Two days (8:30am – 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.