Course
digicode: SNCSMI
ServiceNow: Customer Service Management (CSM) Implementation Workshop
Course facts
- Identifying key resources for CSM Implementation
- Enabling required CSM plugins
- Creating groups, Internal Business locations, and Product Models
- Extending Case table
- Cloning and configuring the /csp and /blsp portals
- Creating knowledge base for authenticated and unauthenticated users
- Configuring workspace
- Creating service channels, presence states, work item queues, Advanced Work Assignment Eligibility and reject reasons
- Configuring and routing unauthenticated chat
- Enabling lookup and verifying
- Creating Service Level Agreements and Dashboards for reporting
- Configuring playbooks
1 Implementation considerations
Covers foundational aspects of implementation, including business models, industry data models, security, governance, and organizational change management.
2 Customer Scenario
Focuses on understanding the customer context through service management processes, the Statement of Work, plans, packages, capability matrix, and package confirmation.
3 Customer Service Management Implementation
Details the practical implementation steps, such as setting objectives, reviewing resources, planning sprints, completing tasks, conducting retrospectives, enabling plugins, creating records, and configuring various features like Advanced Work Assignment, chat, and dashboards.
4 Wrap-up
Concludes the process by identifying necessary enhancements and defects.
This advanced course is designed for administrators, implementers and architects who want to apply their Customer Service Management and platform knowledge to problem solve and implement Customer Service Management.
This course assumes you have taken all prerequisite courses in its associated learning path. Knowledge from the learning path will be applied during this course.
Here is the translation, keeping it professional and aligned with international training standards:
For the best chance of success in this course, we recommend that you have previously completed the following:
We strongly recommend completing this course before taking the "Certified Implementation Specialist – Customer Service Management" (CIS-CSM) exam. This training provides the crucial hands-on experience needed to successfully master the certification – even though the specific exam topics are not the direct focus of the course.