Course description
In this 3-day interactive course attendees master the setup, configuration, and usage of the ServiceNow Customer Service Management application by a combination of lecture, group discussions, and lab work. This course is designed for system administrators, implementers, developers, and application specialists responsible for configuring and managing the Customer Service Management application.
Required knowledge
Mandatory Prerequisites:
- ServiceNow Fundamentals
- ServiceNow Platform Implementation
Recommended Prerequisites:
- ITIL v3 or ITIL 4 Foundation Certification
Certification
By completing this course you will achieve the following: Customer Service Management Fundamentals
Materials
Materials are in electronic form from official ServicNow tool.
Objectives
What you will learn in this course:
- Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture
- Manage core Customer Service data such as:
- Case, and case types
- Consumers, accounts, account relationships and account hierarchies
- Contacts, contact relationships, account teams and responsibility definitions
- Contracts, entitlements, and service level agreements (SLAs)
- Assets, service-aware install base
- Configure case forms and state flows
- CSM workspaces and advanced work assignment
- Case and account escalation, and major issue management
- Communication channels, including walk-ups
- Explore Reporting and Performance Analytics
- Create Targeted Communications and Special Handling Notes
- Investigate other key process applications including the Customer and Consumer Service Portals, and Communities
- Explore Customer Service Management with IT Service Management and other ServiceNow applications
