Course 2523
In this 3-day interactive course, attendees master the core configuration and administration of the ServiceNow® Customer Service Management (CSM) product. Through lectures, group discussions, and hands-on labs, participants build on existing knowledge and skills by applying implementation good practices. This course is designed for ServiceNow customers, partners, and employees who administer features, functions, and data associated with Customer Service Management.
Online
Upskill your whole team by bringing Private Team Training to your facility.
Upon completion of this course, learners will be able to:
Prerequisites
Exam Information
Upon completion of either the Customer Service Management Implementation or the Customer Service Management Essentials course, the candidate will be eligible to access voucher code for the Certified Implementation Specialist – Customer Service Management exam in their ServiceNow learning account.
Module 1: Introduction
Module 2: Customers
Module 3: Interactions
Module 4: Products and services
Module 5: Case
Module 6: Case initiation
Module 7: Case in progress
Module 8: Case resolution and closure
Module 9: Major Case Management and Targeted Communications
Module 10: Metric Strategy
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Once enrolled, ServiceNow University is available to everyone and provides users access to ServiceNow’s full range of training content, hands-on practice, certifications, and badges. Built on the Now Platform, Now Learning is the place for any ServiceNow user to learn, improve their skills, and share their accomplishments. Visit ServiceNow for more details: https://learning.servicenow.com/
Please see the Cancellation and Rescheduling Policy.
Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available online or as Private Team Training.
ServiceNow Customer Service Management Essentials (CSME) is a 3-day course taught both as an Instructor-led training (ILT) and a Virtual Instructor-led training (VILT). The course is offered in multiple time zones throughout the world. The class is delivered as a series of interactive lectures incorporating and encouraging live discussions. Concepts are reinforced with extensive and independent hands-on practice where students perform a series of exercises in a simulated lab environment.
Demonstrations
Multiple demonstrations in a live ServiceNow instance are provided throughout the course to aid students in visualizing the lecture concepts.
Hands-On
Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience. Students work independently in a personal lab environment.
Group Activities
Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow. Participants get to validate the newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.
