Services / Training / Customer Service Management Fundamentals

Customer Service Management Fundamentals

— Configure and work with CSM applications.

ACTIVATION, CONFIGURATION AND USE OF THE SERVICENOW CSM APPLICATION

In this interactive course, participants will learn to master the activation, configuration and use of the ServiceNow Customer Service Management application. The sessions were designed for Administrators responsible for configuring and managing the Customer Service Management application.

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DETAILS AND TOPICS COVERED

 

Course duration: 2 days (8: 30-17: 00)

Technical level: intermediate

Prerequisites: ServiceNow Fundamentals

 

Certification issued: Certified Implementation Specialist – CSM

Al termine di questo corso non è previsto un test di certificazione, tuttavia si consiglia ai partecipanti di maturare da 3 a 6 mesi di esperienza sulla piattaforma, su uno o due progetti CSM, prima di tentare l’esame per il titolo di Certified Implementation Specialist – CSM.

 

A combination of presentations, group discussions and exercises help participants achieve the following goals:

 

  • position Customer Service Management and related applications in the ServiceNow proposal and understand its use cases and architecture
  • configure customers, contracts and services, assets, relationships between customers and communication channels
  • configure the case mask, the Service Level Agreements (SLA) and the assignment and forwarding rules
  • work with key process applications: Knowledge Base, Service Portal, Service Catalog, Work Order Management (Field Service)
  • explore the characteristics of the mobile app regarding Customer Service Management.