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Description
IMPORTANT NOTICE BEFORE YOU ENROLL:
This course is not a replacement for the official materials you need for the certification exams. It is not endorsed by the certification vendor. You will not receive official study materials or an exam voucher as part of this course.
This comprehensive course on ServiceNow Customer Service Management (CSM) is designed to equip participants with the knowledge and skills needed to master one of the most powerful customer service tools in the industry. Throughout the course, learners will dive deep into the fundamentals of CSM, exploring how it enhances the customer experience and transforms customer service operations for modern businesses.
The course begins with an introduction to the essential concepts of ServiceNow CSM, focusing on its importance in today’s business environment and the platform architecture that supports it. Participants will gain a clear understanding of the roles and responsibilities of a ServiceNow CSM Implementation Specialist, as well as the career opportunities in this growing field.
Moving beyond the basics, the course delves into the core components and architecture of CSM, including an in-depth look at the data model, key tables, and relationships that power customer service processes. Learners will explore the key roles in CSM and the best practices for role assignment, ensuring they understand how to effectively manage customer service teams.
A significant focus of the course is placed on case management and account management, covering the entire lifecycle of a case from creation to resolution. The course also covers the processes of managing accounts, contacts, and the relationships between them, as well as how to assign and route cases using assignment rules and routing processes. Learners will also explore the configuration of Service Level Agreements (SLAs) within CSM and how to manage service performance.
The course also offers advanced insights into CSM capabilities, including the use of the CSM portal to enhance customer experience, and the importance of knowledge management. Additionally, participants will learn how to integrate CSM with other ServiceNow applications and third-party systems, and how to leverage performance analytics to continuously improve customer service outcomes.
To further enhance efficiency, the course provides practical guidance on automating CSM workflows, implementing business rules, and using predictive intelligence to improve service delivery. Participants will also gain a deep understanding of the security and compliance requirements in CSM, learning the best practices for ensuring data protection and regulatory adherence.
Reporting and performance monitoring are also key elements of the course, with detailed instruction on how to generate and customize reports, track key metrics, and create dashboards for monitoring CSM performance in real-time.
Finally, learners will explore best practices for CSM implementation, covering strategies for successful onboarding and customer transitions. The course concludes with post-implementation considerations, including how to ensure continuous improvement through customer feedback and iterative enhancements to the CSM process.
By the end of this course, participants will have developed the skills needed to effectively implement, manage, and optimize ServiceNow CSM, making them valuable assets in any customer service organization.
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