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ServiceNow Customer Service Management Essentials (CSME)

  • Length 3 days
Course overview
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Why study this course

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.

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What you’ll learn

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


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ServiceNow at Lumify Work

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.


Who is the course for?

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


Course subjects

  • Introduction

  • Customers

  • Interaction

  • Products and Services

  • Case

  • Case Initiation

  • Case in progress

  • Case resolution and closure

  • Major Case Management

  • Metric Strategy


Prerequisites

Attendees must have completed the following:


THIRD PARTY REGISTRATION

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.


Terms & Conditions

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.


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