ServiceNow Customer Service Management (CSM) Implementation [SNCSMI]

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Starting date and place
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Starting dates and places

placeVirtual - Western European Time Zone
17 May 2021 until 18 May 2021
placeVirtual - UK Time Zone
3 Jun 2021 until 4 Jun 2021
placeVirtual - UK Time Zone
15 Jul 2021 until 16 Jul 2021
placeVirtual - UK Time Zone
29 Sep 2021 until 30 Sep 2021

Description

OVERVIEW

ServiceNow Customer Service Management Implementation is a 2-day course taught both as Instructor-led training (ILT) and Virtual Instructor-led training (VILT) in multiple time zones throughout the world.

Learn and practice various tactical skills and strategies that will prepare you to implement CSM.

Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on  existing knowledge and skills by applying implementation best practices.

Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts.

Extensive ha…

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Frequently asked questions

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OVERVIEW

ServiceNow Customer Service Management Implementation is a 2-day course taught both as Instructor-led training (ILT) and Virtual Instructor-led training (VILT) in multiple time zones throughout the world.

Learn and practice various tactical skills and strategies that will prepare you to implement CSM.

Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on  existing knowledge and skills by applying implementation best practices.

Multiple demonstrations are provided throughout the course to aid students in visualizing the lecture concepts.

Extensive hands-on exercises are included with each course module to reinforce the lecture concepts and provide practical experience.

Several instructor-led group activities such as knowledge checks, concept reviews, and open discussions are embedded throughout the course flow. Participants can validate their newly acquired knowledge as well as benefit from real-life business scenarios shared by fellow students.

Through a combination of lecture, group discussions, lab work, and simulated environment, attendees will learn the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a CSM implementation.

OBJECTIVES

After you complete this course you will be able to:
  • Implementing Customer Service Operations, including: Communication channels, case types, and CSM Agent Workspace
  • Implementing Customer Engagement, focusing on the customer portals
  • Preparation Best Practices, including Now Create® and Organizational Change - Management (OCM)
  • Implementing Performance Management, particularly how it pertains to measuring and managing CSM

AUDIENCE

Technical Consultants and Administrators who will be configuring, developing or supporting the CSM applications, Project/Program/Engagement Managers who will be leading implementation of CSM application in ServiceNow, Process Managers and Administrators who have oversight of work which will be facilitated using the CSM application in ServiceNow, ServiceNow System Administrators

CONTENT

Implementing Customer Service Operations

  • 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
  • Labs 1.1: Class preparation
  • Labs 1.2: Inbound email flows
  • Labs 1.3: Case types
  • Labs 1.4: CSM agent workspace
  • Labs 1.5: Case skill determination
  • Labs 1.6: Advanced work assignment for CSM
  • Labs 1.7: Outsourced customer service

Implementing Customer Experience

  • Configure the customer portals
  • Investigate knowledge management
  • Introduce walk-up experience for customer service
  • Learn how field service management interactions with CSM
  • Labs 2.1: CSM Portal Page
  • Labs 2.2: Portal Case Creation
  • Labs 2.3: CSM Knowledge Base Management
  • Labs 2.4: Knowledge-centered service for CSM

Implementation Preparation Best Practices

  • Introduce Now Create®
  • Explore implementation basics and recognize the importance of Organizationa Change Management (OCM)
  • Discuss workshop strategy, requirements gathering, and implementation best practices including integrations and data migration
  • Labs 3.1: Auto-Close Resolved Cases

Implementing Performance Management

  • Performance best practices and reporting
  • Learn how to use performance analytics to manage CSM
  • CSM reporting
  • Improving knowledge performance through search analysis
  • Labs 4.1: In-Form Analytics Dashboard
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There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.