In this three-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.
Upon completion of this course, students will be able to:
Describe the Customer Service Management product in terms of features, benefits, and architecture
Define essential customer service concepts and processes, including the difference between Interaction Management and Case Management and their end-to-end lifecycles
Manage and administer customer data such as Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, Install Base items, etc.
Address customer inquiries and resolve issues using Cases, Case Types, Case Tasks, State Flows, Escalations, Major Issue Management, etc.
Configure the baseline Case configuration using Case Types and Service Definitions
Configure and use CSM Configurable Workspace to manage and work Cases originating from a variety of communication channels
Enhance agent productivity using Advanced Work Assignment for Interactions and Cases
Manage cases intelligently using Special Handing Notes and Targeted Communications
Track the health of the business processes using analytics for Customer Service Management
ServiceNow's cloud-based platform and solutions help digitise and unify organisations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. The world works with ServiceNow™.
Lumify Work is an Authorised Partner for ServiceNow.
This course is designed for ServiceNow customers, partners, and employees who administer features, functions, and data associated with Customer Service Management.
An attendee is a good fit for this course if they 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
Attendees must have completed the following:
Lumify Work offers certification and training through our partnership with ServiceNow. This arrangement requires Lumify Work to provide your details to ServiceNow for course and/or exam registration purposes.
The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.
