Customer Service Management (CSM) Implementation

Course Duration

2 Days

Audience

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

Prerequisites

Completion of Customer Service Management (CSM) Fundamentals or equivalent CSM experience is required.

Course Description

This course teaches students how to implement the ServiceNow Customer Service Management application for their organization. Students learn to configure cases, entitlements, SLAs, portals, and integrations — gaining the hands-on experience needed to deploy a fully functional CSM solution on the ServiceNow platform.

Learning Objectives

• Check knowledge of CSM Basics
• Learn how to configure communication channels and agent workspace
• Learn when and why to use case types
• Investigate assignment workbench and advanced work assignment
• Introduce guided decisions and outsourced customer service
• Introduce predictive intelligence

Course Outline

• Check knowledge of CSM Basics
• Learn how to configure communication channels and agent workspace
• Learn when and why to use case types
• Investigate assignment workbench and advanced work assignment
• Introduce guided decisions and outsourced customer service
• Introduce predictive intelligence
• Class preparation
• Inbound email flows
• Case types
• CSM agent workspace
• Case skill determination
• Advanced work assignment for CSM
• Outsourced customer service
• Configure the customer portals
• Investigate knowledge management
• Introduce walk-up experience for customer service
• Learn how field service management interactions with CSM
• CSM Portal Page
• Portal Case Creation
• CSM Knowledge Base Management
• Knowledge-centered service for CSM
• Introduce Now Create
• Explore implementation basics and recognize the importance of Organizational Change Management (OCM)
• Discuss workshop strategy, requirements gathering, and implementation best practices including integrations and data migration
• Auto-Close Resolved Cases
• Performance best practices and reporting
• Learn how to use performance analytics to manage CSM
• CSM reporting
• Improving knowledge performance through search analysis