Enhance Your Customer Service Techniques with ServiceNow Customer Service Management Fundamentals

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ServiceNow Customer Service Management Fundamentals Course Overview

The ServiceNow Customer Service Management (CSM) Fundamentals course is designed to provide an introduction to ServiceNow CSM, a comprehensive Customer Service solution. This course covers the major components of the platform, including: incident management, customer service automation, knowledge management, and customer feedback. The course also provides an overview of how the platform works, including how it relates to other ServiceNow offerings. Additionally, it covers best practices for managing customer service operations. By the end of the course, participants will have a solid understanding of the platform and how to implement it to support effective customer service.

This is a Rare Course and it can be take up to 3 weeks to arrange the training.

The 1-on-1 Advantage


Flexible Dates

  • • Choose Start Date
  • • Reschedule After Booking
  • • Weekend / Evening Option

4-Hour Sessions

You will learn:

Module 1: Customer Service Management Principles
  • Introduction to ServiceNow’s Customer Service Management Solution
  • Learn how to position Customer Service Management across workflows on the Now Platform
  • Explore the similarities and differences between CSM and IT Service Management (ITSM)
  • Discuss why customization of ITSM to meet CSM needs is not a recommended best practice approach
  • Labs
  • Get familiar with customer service terminology
  • Learn the difference between B2B and B2C, and how each is managed via CSM
  • Be able to describe the various aspects of a customer portfolio and a product portfolio
  • Gain hands-on experience configuring core data and supporting reference data
  • Labs
  • Learn about the various communication channels and case management
  • Introduce matching rules and assignment rules
  • Explore and configure the CSM agent workspace
  • Introduce and explore major case management
  • Explore CSM with service management integration
  • Introduce the mobile experience for CSM
  • Learn why tracking and analyzing data is important for CSM
  • Labs
  • Learn about the portals for B2B and B2C
  • Learn how the portals interact with Service Catalog
  • Introduction to Community
  • Learn how CSM interacts with the Knowledge Portal
  • Gain hands-on experience with the customer service portal and the consumer service portal
  • Labs
Live Online Training (Duration : 16 Hours) Fee On Request
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.

4 Hours
8 Hours
Week Days

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
Date On Request
Course Prerequisites

The ServiceNow Customer Service Management Fundamentals Training does not have any specific prerequisites. However, the training does assume that the participant has basic knowledge of the ServiceNow platform. Attendees should understand how to configure, maintain, and use ServiceNow in general. Additionally, familiarity with customer service management best practices and IT Service Management (ITSM) processes is also beneficial.

Target Audience

The ServiceNow Customer Service Management Fundamentals training is targeted primarily at customer service representatives, those on the support teams within companies and organizations, as well as customer service managers and supervisors
This course is designed to provide the skills and knowledge necessary to effectively manage customer service processes, and to drive customer success
Participants will gain an understanding of service management processes, customer service best practices, useful metrics, and ways to drive customer loyalty
Additionally, this course is also ideal for those interested in preparing for the ServiceNow Service Delivery and Operation Certification Exam

Learning Objectives of ServiceNow Customer Service Management Fundamentals

1. Understand the advantages of ServiceNow Customer Service Management and its features
2. Master the configurations and customizations of ServiceNow Customer Service Management
3. Be able to execute the core processes, such as service request management, service portal management, and problem management
4. Gain knowledge on how to optimize ServiceNow CsM for better customer engagement
5. Learn how to extend ServiceNow CsM with customization and configuration
6. Manage and monitor ServiceNow CsM’s performance and determine what changes need to be made
7. Increase visibility of customer service metrics
8. Gain expertise in customizing the customer service experience through dashboards and reports
9. Develop the best practices for managing customer incidents
10. Understand how to improve customer satisfaction through ServiceNow CsM

Student Feedback  (Check Koenig Feedback on Trustpilot)

Q1 Say something about the Trainer? Q2 How is Koenig different from other training Companies? Q3 Will you come back to Koenig for training ?

Student Name Feedback
United States
A1. Yes, she was very clear & a strong mastery of both English & Azure platforms hence following was easy. She was also patient and was answering every question asked, she also shared material & tips on how to pass the exam, Well done, and keep it up.
Nick Barker
United States
A1. Calm and understanding, she not only kept the course running well but also took time to help those with lots of questions. Very well done.
Robin Johnson
United States
A2. Individual attention during training, excellent customer service and coordination. Neha has been ever so helpful and is definitely an asset to Koenig.
Shivani Prasad
United States
A1. The trainer was great and his teaching methods were incredible. He used different teaching methods to ensure I was learning well. A fun trainer with lots of patience and understanding.
United States
A1. The trainer was very knowledgeable and well prepared about the presentation/training subject, with a positive attitude towards students and making every effort in answering questions during the training session. Top-notch service!
United States
A1. Exceptional... recommend to everyone!
Shyam Vaddakapett
United States
A1. My trainer, Mohit Kakkar was excellent as he focused on hands-on assignments to supplement the concepts of AZ 900. The training coordinator Jasmeet as well as the ops manager Sheshadri are also very professional and customer-centric. I recommend Koenig for training courses, and I will take some more courses with them soon.
Gilles Chirlias
United States
A1. Chavi was a great teacher, I have learned a lot from her. I would like to have her for the next training, which would be the AZ 301 and AZ 500.
Abdulrahman Saad Alshahrani
United States
A1. Excellent trainer. I will take another course with him someday. He deserves a good appreciation from his Manager.
United States

Request More Information


Yes, course requiring practical include hands-on labs.
Yes you can.
Yes, we also offer weekend classes.
Yes, Koenig follows a BYOL(Bring Your Own Laptop) policy.
It is recommended but not mandatory. Being acquainted with the basic course material will enable you and the trainer to move at a desired pace during classes.You can access courseware for most vendors.
Yes, this is our official email address which we use if a recipient is not able to receive emails from our @koenig-solutions.com email address.
Yes, we do offer corporate training More details
You will receive the digital certificate post training completion via learning enhancement tool after registration.
1-on-1 Public - Select your start date. Other students can be merged.
1-on-1 Private - Select your start date. You will be the only student in the class.
Yes, we do.
Buy-Now. Pay-Later option is available using credit card in USA and India only.
You can buy online from the page by clicking on "Buy Now". You can view alternate payment method on payment options page.
Yes, you can pay from the course page and flexi page.
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We use the best standards in Internet security. Any data retained is not shared with third parties.
You can request a refund if you do not wish to enroll in the course.
To receive an acknowledgment of your online payment, you should have a valid email address. At the point when you enter your name, Visa, and other data, you have the option of entering your email address. Would it be a good idea for you to decide to enter your email address, confirmation of your payment will be emailed to you.
After you submit your payment, you will land on the payment confirmation screen.It contains your payment confirmation message. You will likewise get a confirmation email after your transaction is submitted.
We do accept all major credit cards from Visa, Mastercard, American Express, and Discover.
Credit card transactions normally take 48 hours to settle. Approval is given right away; however,it takes 48 hours for the money to be moved.
Yes, we do accept partial payments, you may use one payment method for part of the transaction and another payment method for other parts of the transaction.
Yes, if we have an office in your city.
Yes, we do. For details go to flexi
You can pay through debit/credit card or bank wire transfer.
Yes you can request your customer experience manager for the same.
Yes, fee excludes local taxes.
Yes, we do.
The Fee includes:
  • Courseware
Schedule for Group Training is decided by Koenig. Schedule for 1-on-1 is decided by you.
In 1-on-1 you can select your own schedule, other students can be merged but you select the schedule. Choose 1-on-1 if published schedule do not meet your requirement. If you also want a private session, opt for 1-on-1 Public.
No, it is not included.

Prices & Payments

Yes of course.
Yes, We are

Travel and Visa

Yes we do after your registration for course.

Food and Beverages



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“It is an interesting story and dates back half a century. My father started a manufacturing business in India in the 1960's for import substitute electromechanical components such as microswitches. German and Japanese goods were held in high esteem so he named his company Essen Deinki (Essen is a well known industrial town in Germany and Deinki is Japanese for electric company). His products were very good quality and the fact that they sounded German and Japanese also helped. He did quite well. In 1970s he branched out into electronic products and again looked for a German name. This time he chose Koenig, and Koenig Electronics was born. In 1990s after graduating from college I was looking for a name for my company and Koenig Solutions sounded just right. Initially we had marketed under the brand of Digital Equipment Corporation but DEC went out of business and we switched to the Koenig name. Koenig is difficult to pronounce and marketeers said it is not a good choice for a B2C brand. But it has proven lucky for us.” – Says Rohit Aggarwal (Founder and CEO - Koenig Solutions)
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