Course
digicode: SNCSME
ServiceNow: Customer Service Management (CSM) Essentials
Course facts
- Describing the Customer Service Management product in terms of features, benefits, and architecture
- Defining essential customer service concepts and processes, including the difference between Interaction Management and Case Management and their end-to-end lifecycles
- Managing and administering customer data such as Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, Install Base items, etc.
- Addressing customer inquiries and resolving issues using Cases, Case Types, Case Tasks, State Flows, Escalations, Major Issue Management, etc.
- Configuring the baseline Case configuration using Case Types and Service Definitions
- Configuring and using CSM Configurable Workspace to manage and work Cases originating from a variety of communication channels
- Enhancing agent productivity using Advanced Work Assignment for Interactions and Cases
- Managing cases intelligently using Special Handing Notes and Targeted Communications
- Tracking the health of the business processes using analytics for Customer Service Management
1 Introduction
The introductory module defines essential Customer Service Management concepts, differentiates between a Case and an Interaction, and describes the CSM application architecture.
2 Customers
This section defines common business models, covers extending and managing core customer data, and explains how to relate this data to interactions, cases, and case tasks.
3 Interactions
Focus is placed on Interaction Management in the CSM Configurable Workspace, discussing communication channels like Agent Chat and Virtual Agent, and configuring interaction routing using Advanced Work Assignment and Agent Affinity.
4 Products and services
This content defines Products and Product Models, discusses Install Base management including its components and data model hierarchy, and introduces Contracts, Entitlements, and Entitlement Workflows.
5 Case
The Case module reviews the Case concept, describes the Case Lifecycle flow, emphasizes the importance of SLAs and Special Handling Notes, and covers working with and configuring various Case Types.
6 Case initiation
Case initiation topics include discussing routing and assignment, exploring how Agent Affinity enhances Advanced Work Assignment, introducing Service Definitions, and reviewing Email-to-Case and Service Catalog-to-Case process flows.
7 Case in progress
Managing a case in progress involves defining and using Case Tasks, understanding Case Task Service Definitions, configuring Blocking Tasks, escalating cases, and configuring Case Summaries.
8 Case resolution and closure
The final stages of a case, resolution and closure, are covered by exploring the resolution process flow, capturing details with Post Case Review notes, configuring automatic closure, and generating process feedback through surveys.
9 Major Case Management and Targeted Communications
This module teaches how to determine when to promote a Case to a Major Case, explains the Major Case structure and process flow, and covers managing affected customers and configuring Targeted Communications.
10 Metric Strategy
The Metric Strategy module discusses the importance of a metric strategy, reviews best-practice CSM metrics, covers navigating and configuring persona-based dashboards, and introduces analysis and metric building tools with hands-on practice.
This training is a blend of expert input and discussions. The concepts are reinforced through extensive, independent hands-on exercises, where you complete a series of tasks in a simulated lab environment.
This course is designed for ServiceNow customers, partners, and employees who administer features, functions, and data associated with Customer Service Management.
You are a good fit for this course if you perform or advise on any of the following roles or job responsibilities:
- Customer Service Management Administrator / ServiceNow System Administrator who will be administering the applications related to the ServiceNow Customer Service Management (CSM) product
- Technical / Solution Consultants and Architects who will be configuring, developing, or supporting the applications related to the ServiceNow Customer Service Management (CSM) product
- Project / Program / Engagement Managers who will be leading the implementation of the ServiceNow Customer Service Management (CSM) product
Take a look at the «Welcome to ServiceNow» course, which you can attend on demand.
We recommend attending the following courses beforehand:
Upon completion of the course, ServiceNow recommends gaining at least two to three months of practical experience before taking the «Certified Implementation Specialist – Customer Service Management (CSM)» exam. This ensures that you consolidate your knowledge and are optimally prepared.
Detailed information regarding the exam process can be found in the official Exam Blueprint. By successfully passing the certification, you officially demonstrate your expertise as a «Certified Implementation Specialist – Customer Service Management (CSM)».