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Customer Service Management Fundamentals

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

Quick Facts

Certification: No

Duration: 2 Days

Cost: $1,700

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

ServiceNow System Administration

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)

Onsite training is available, with a minimum of 5 students, through ServiceNow. The pricing is not per student but a flat fee for up to 16 participants. Please contact us at training@servicenow.com for more information and pricing details. Onsite training may also be available through ServiceNow’s Authorized Training Partners.

NOTE: Interested individuals or organizations that are NOT currently working with ServiceNow are welcome to attend the course. Just send an email to training@servicenow.com with contact info (name, company, phone, email) and the course(s)/date(s). A ServiceNow training coordinator will respond within 24‑48 hrs to request credit card information and confirm course registration.

Thank You

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

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