Overview
This course prepares participants to become proficient in configuring, implementing, and maintaining ServiceNow’s Customer Service Management (CSM) application. Through hands-on training, learners will gain the expertise required to enhance customer satisfaction by streamlining service processes and integrating various business functions.
Objectives
By the end of this course, participants will be able to:
Prerequisites
- Basic understanding of ServiceNow platform functionalities.
- Experience with ServiceNow implementations is beneficial but not mandatory.
- Familiarity with customer service processes and terminology.
Course Outline
Module 1: Introduction to Customer Service Managementkeerti2024-12-25T15:49:37+05:30
- Overview of CSM
- Key features and benefits
- Understanding the CSM data model
Module 2: CSM Setup and Configurationkeerti2024-12-25T15:50:47+05:30
- Installing the CSM plugin
- Configuring account and contact management
- Setting up communication channels
Module 3: Case Managementkeerti2024-12-25T15:51:30+05:30
- Creating and managing cases
- Implementing case assignment and escalation rules
- Automating case workflows
Module 4: Knowledge Management Integrationkeerti2024-12-25T15:52:26+05:30
- Linking knowledge articles to cases
- Managing the knowledge base
- Enhancing self-service capabilities
Module 5: Service Level Agreements (SLAs)keerti2024-12-25T15:53:18+05:30
- Defining SLAs for customer service
- Monitoring SLA performance
- Configuring SLA workflows
Module 6: Reporting and Dashboardskeerti2024-12-25T15:54:04+05:30
- Creating CSM reports
- Designing dashboards for customer service metrics
- Utilizing performance analytics
Module 7: Integration and Data Managementkeerti2024-12-25T15:54:54+05:30
- Integrating CSM with other ServiceNow applications
- Managing data imports and exports
- Ensuring data security and compliance
Module 8: Exam Preparationkeerti2024-12-25T15:56:02+05:30
- Review of key concepts
- Practice exam questions
- Tips for successful certification
