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Customer Service Management (CSM) Fundamentals

Duration

2 9:00 AM-5:00 PM 1 hr lunch

 Days

Cost

$ 1595

ServiceNow Customer Service Management Summary

In this 2-day interactive course attendees master the usage of the ServiceNow Customer Service Management application. This course is designed for Administrator’s responsible for managing the Customer Service Management application. A combination of lecture, group discussions, and lab work helps attendees achieve the following:

•      Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture

•      Manage core Customer Service data such as Case, Accounts, Contacts, Contact Relationships, Contracts, Entitlements, Assets, and Account Relationships

•      Configure Communication Channels, Service level agreements (SLAs), Matching Rules and Assignment Rules

•      Create Targeted Communications, Special Handling Notes, and configure Knowledge Product Entitlements

•      Use integrated applications such as Communities and Field Service Management and other key process applications including Knowledge Base, Service Portal, and Service Catalog

•      Discover Mobile Features related to Field Service Management

•      Manage Reporting and Performance Analytics

 

Who Should Attend

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

 

Prerequisites

ServiceNow System Administration

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Resources

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