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We're here to help you find itCustomer Service Management (CSM) Fundamentals Course Overview
The ServiceNow CSM training course is designed to impart a comprehensive understanding of the Customer Service Management (CSM) fundamentals on the Now Platform. This course is essential for those looking to enhance their customer service operations using ServiceNow's CSM solution. It covers key principles, differences from IT Service Management (ITSM), and the importance of not repurposing ITSM for CSM needs. The training dives deep into CSM basics, including terminology, B2B vs. B2C distinctions, customer and product portfolios, and hands-on configuration exercises. Case management is thoroughly explored, with lessons on communication channels, agent workspaces, and the relevance of data analysis in CSM. The customer experience module teaches about B2B and B2C portals, Service Catalog integration, community engagement, and knowledge management, along with practical labs for real-world application. Overall, this ServiceNow CSM training equips learners with the skills needed to deliver exceptional service management experiences to customers.
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♱ Excluding VAT/GST
Classroom Training price is on request
♱ Excluding VAT/GST
Classroom Training price is on request
To successfully undertake training in the Customer Service Management (CSM) Fundamentals course, participants should have the following minimum prerequisites:
Please note that while having a background in IT or customer service can be beneficial, it is not strictly necessary to begin this course. The training is designed to introduce the core concepts and build up the required skills progressively.
The Customer Service Management Fundamentals course is designed to enhance expertise in ServiceNow's CSM solution for various professionals.
The Customer Service Management (CSM) Fundamentals course equips learners with core principles, practices, and tools to enhance customer service workflows on the ServiceNow platform.