Customer Service Management (CSM) Fundamentals

Course Duration

2 Days

Audience

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

ServiceNow Administration Fundamentals (SNAF) or equivalent ServiceNow administration experience is required.

Course Description

This course provides a foundational understanding of the ServiceNow Customer Service Management (CSM) application. Students learn how to administer CSM features including case management, customer portals, entitlements, and agent workspace — building the skills to support and optimize customer service operations on the ServiceNow platform.

Learning Objectives

• Introduction to ServiceNow’s Customer Service Management Solution
• Learn how to position Customer Service Management across workflows on the Now Platform
• Explore the similarities and differences between CSM and IT Service Management (ITSM)
• Discuss why customization of ITSM to meet CSM needs is not a recommended best practice approach

Course Outline

• Introduction to ServiceNow’s Customer Service Management Solution
• Learn how to position Customer Service Management across workflows on the Now Platform
• Explore the similarities and differences between CSM and IT Service Management (ITSM)
• Discuss why customization of ITSM to meet CSM needs is not a recommended best practice approach
• Get familiar with customer service terminology
• Learn the difference between B2B and B2C, and how each is managed via CSM
• Be able to describe the various aspects of a customer portfolio and a product portfolio
• Gain hands-on experience configuring core data and supporting reference data
• Working with consumers
• Accounts, contracts and hierarchies
• Partners, contracts, and account relationships
• Service-aware install base and the common service data model (CSDM)
• Service contracts and entitlements
• Customer service groups and skills
• Account teams and responsibility definitions
• Learn about the various communication channels and case management
• Introduce matching rules and assignment rules
• Explore and configure the CSM agent workspace
• Introduce and explore major case management
• Explore CSM with service management integration
• Introduce the mobile experience for CSM
• Learn why tracking and analyzing data is important for CSM
• Configure case process
• CSM agent workspace
• Advanced work assignment
• Case and account escalation
• Major issue management
• CSM with ITSM
• Learn about the portals for B2B and B2C
• Learn how the portals interact with Service Catalog