Customer Service Management (CSM) Fundamentals (CSM)

 

Course Overview

Attend Customer Service Management Fundamentals to master the set up, configuration, and usage of the ServiceNow Customer Service Management application. In this 3-day interactive course attendees master the setup, configuration, and usage of the ServiceNow Customer Service Management application by a combination of lecture, group discussions, and lab work. This course is designed for system administrators, implementers, developers, and application specialists responsible for configuring and managing the Customer Service Management application.

Important notes for the booking of ServiceNow trainings

  1. 1. So that we can finally process your registration, you will receive an enrollment request after booking the course. Please carry out the enrollment immediately, at the latest three working days before the start of the course, according to the following instructions at ServiceNow:
    Enrol for Instructor Led Training using Learning Credits
  2. Please note that we must receive short-term bookings no later than five working days before the course begins.
  3. If you are unable to attend the training date you have booked (e.g. illness, etc.) or if ServiceNow cancels the course, a credit note is not possible under any circumstances. If you cancel, you can name a replacement person. In both cases of cancellation, the validity of your credit remains for 12 months after the order.

For more information, please refer to the ServiceNow Terms and Conditions..

Certifications

This course is part of the following Certifications:

Prerequisites

Mandatory Prerequisites:
Recommended Prerequisites:
  • ITIL v3 or ITIL 4 Foundation Certification

Course Objectives

What you will learn in this course:

  • Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture
  • Manage core Customer Service data such as:
    • Case, and case types
    • Consumers, accounts, account relationships and account hierarchies
    • Contacts, contact relationships, account teams and responsibility definitions
    • Contracts, entitlements, and service level agreements (SLAs)
    • Assets, service-aware install base
    • Configure case forms and state flows
    • CSM workspaces and advanced work assignment
    • Case and account escalation, and major issue management
    • Communication channels, including walk-ups
  • Explore Reporting and Performance Analytics
  • Create Targeted Communications and Special Handling Notes
  • Investigate other key process applications including the Customer and Consumer Service Portals, and Communities
  • Explore Customer Service Management with IT Service Management and other ServiceNow applications

Follow On Courses

Prix & Delivery methods

Formation en ligne

Durée
3 jours

Prix
  • 2 136,– €
Dates et Inscription
Demande de date
Formation en salle équipée

Durée
3 jours

Prix
  • Suisse : 2 136,– €
Dates et Inscription
Demande de date
 

Agenda

Instructor-led Online Training:   Course conducted online in a virtual classroom.

Anglais

European Time Zones

Formation en ligne Langue : Anglais
Formation en ligne Langue : Anglais
Formation en ligne Langue : Anglais
Formation en ligne Langue : Anglais

6 heures de différence to Heure normale d'Europe centrale (HNEC)

Formation en ligne Fuseau horaire : Central Daylight Time (CDT) Langue : Anglais

7 heures de différence to Heure normale d'Europe centrale (HNEC)

Formation en ligne Fuseau horaire : Central Standard Time (CST) Langue : Anglais