ServiceNow Customer Service Management (CSM) Essentials Training

Module 1: Introduction

• Define essential concepts such as Customer Service Management, Customer, Service Provider, and Service Request Channels
• Differentiate between a Case and an Interaction
• Describe the CSM application architecture in terms of applications and features
• Hands-on practice

Module 2: Customers

• Define common business models such as B2B, B2C, and B2B2C
• Extend a customer data model
• Create and manage core customer data
• Relate customer data to interactions, cases, and case tasks
• Hands-on practice

Module 3: Interactions

• Get skilled in Interaction Management in the CSM Configurable Workspace
• Discuss Communication channels and differentiate between Agent Chat and Virtual Agent
• Configure interaction routing using Advanced Work Assignment
• Discuss Agent Affinity
• Hands-on practice

Module 4: Products and services

• Define Products and Product Models
• Discuss Install Base management and its components - Sold Products and Install Base Items
• View the Install Base Data Model Hierarchy
• Discuss Install Base Industry Use Cases and implementation Best practices
• Introduce Contracts, Entitlements, and Entitlement Workflows
• Hands-on practice

Module 5: Case

• Review the concept of Case and case initiation
• Describe the Case Lifecycle flow
• Recognize the importance of SLAs for improved Case management
• Use Special Handling Notes to highlight important case details
• Work cases in the CSM Workspace and explore CSM customizations
• Identify the benefits of Case Types
• Configure custom Case Types
• Hands-on practice

Module 6: Case initiation

• Discuss Case Routing and assignment and review available configuration options
• Explore how Agent Affinity enhances Advanced Work Assignment
• Introduce Service Definitions in the context of Case Types
• Configure the Case Type Selector
• Review the Email-to-Case and Service Catalog-to-Case process flows
• Hands-on practice

Module 7: Case in progress

• Define Case Tasks and use them to manage cases more efficiently
• Get familiar with Case Task Service Definitions and how they relate to Case Types
• Configure Blocking Tasks
• Escalate and manage an escalated Case
• Configure Case Summaries
• Hands-on practice

Module 8: Case resolution and closure

• Explore the Case Resolution process flow
• Capture Case Details using Post Case Review notes
• Configure automatic case closure
• Generate CSM process feedback through automated surveys
• Hands-on practice

Module 9: Major Case Management and Targeted Communications

• Determine when to promote a Case into a Major Case
• Get familiar with the structure of a Major Case
• Manage Affected Customers using the Recipient List
• Explore the Major Case Management process flow
• Configure Targeted Communications
• Hands-on practice

Module 10: Metric Strategy

• Discuss the importance of having a Metric Strategy
• Review and discuss best-practice CSM metrics
• Navigate persona-based dashboards
• Review the CSM dashboard configuration process
• Get a quick look into analysis and metric building tools
• Hands-on practice