Customer Service Management Implementation Course Overview

Sure, here are the minimum required prerequisites for successfully undertaking the Customer Service Management (CSM) Implementation course, formatted as requested:

• Basic understanding of customer service principles and practices.
• Familiarity with general IT concepts and business processes.
• Experience with or knowledge of ServiceNow platform navigation and functionality is beneficial.
• Ability to use a web browser and handle basic computer operations.
• For technical modules, foundational knowledge in system administration or software development may be helpful.
• Willingness to engage in hands-on labs and interactive learning sessions.

Please note that while these prerequisites are aimed at ensuring participants can fully benefit from the course, individuals with a strong desire to learn and the ability to quickly assimilate new information may also find success in this training.

RoadMaps

Target Audience for Customer Service Management (CSM) Implementation

The CSM Implementation course is designed to enhance customer service operations and experience using advanced management tools.

• Customer Service Managers
• IT Support Staff
• Customer Experience Specialists
• Service Desk Analysts
• Technical Support Engineers
• CRM System Administrators
• IT Project Managers
• Business Analysts
• Process Improvement Consultants
• Change Management Professionals
• Organizational Development Practitioners
• Customer Service Operations Coordinators
• Customer Success Managers
• Field Service Managers
• Knowledge Management Officers
• Performance Analysts
• Data Analysts with a focus on customer service metrics
• IT Consultants specializing in service management implementations
• ServiceNow Administrators and Developers (if the CSM tool used is ServiceNow)

Learning Objectives - What you will Learn in this Customer Service Management (CSM) Implementation?

Introduction to Learning Outcomes

This course equips participants with the knowledge to effectively implement and manage Customer Service Management (CSM) operations, enhance customer experience, prepare for deployment, and utilize performance management tools within a CSM environment.

Learning Objectives and Outcomes

• Understand the core concepts and objectives of Customer Service Management (CSM) implementation.
• Identify when and how to utilize different case types in CSM.
• Operate the assignment workbench and leverage advanced work assignment for efficient case handling.
• Implement predictive intelligence to improve customer service operations.
• Configure customer service portals to enhance user experience.
• Manage knowledge effectively within CSM and understand its impact on customer service.
• Integrate walk-up experiences and field service management with CSM.
• Apply Organizational Change Management (OCM) principles in CSM implementation.
• Employ best practices for workshops, requirements gathering, and implementation, including integrations and data migration.
• Use performance analytics and reporting tools to monitor and manage CSM effectiveness.