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Customer Service Management (CSM) Fundamentals

Duration

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

 Days

Cost

$1,595

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

 

Class Schedule

Two days (9:00am – 5:00pm)

(includes one – hour lunch break)

 

Certifications

None

RECOMMENDED PATH
FOR ADMINISTRATOR