Customer Service Management (CSM) Implementation

In this 2-day interactive course attendees cover the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a Customer Service Management (CSM) implementation. Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on existing knowledge and skills by applying implementation best practices.

• ServiceNow Fundamentals
• Customer Service Management (CSM) Fundamentals
• ServiceNow Platform Implementation

Course topics include:

• Implementing Customer Service Operations, including:
  • Communication channels
  • Case types
  • CSM Workspaces
  • Routing and assigning cases, including advanced work assignment
  • An introduction to playbooks, guided decisions, and predictive intelligence
• Implementing Customer Engagement, focusing on the customer portals and how CSM leverages knowledge management
• Implementation Preparation Best Practices, including:
  • Review of Now Create^®
  • Workshop strategy and requirements gathering
  • Organizational Change Management (OCM)
  • 3^rd party integrations
  • An introduction to industry data models
  • Security and Access Control in CSM
• Implementing Performance Management, particularly how it pertains to measuring, managing, and improving CSM

By completing this course you will achieve the following: Customer Service Management Implementation

Materials are in electronic form from official ServicNow tool.