ServiceNow Customer Service Management Fundamentals training and certifications

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ServiceNow Customer Service Management Fundamentals Course Overview

Enrol for this 2-day ServiceNow Customer Service Management Fundamentals course from Koenig Solutions. This course is designed for Administrator’s responsible for managing the Customer Service Management application. A combination of lecture, group discussions, and lab work helps attendees achieve the following:

- Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture

- Manage core Customer Service data such as: Case, and case types, Consumers, accounts, account relationships and account hierarchies, Contacts, contact relationships, account teams and responsibility definitions, Contracts, entitlements, and service level agreements (SLAs), Assets, service-aware install base, Configure case forms and state flows, CSM agent workspace and advanced work assignment, Case and account escalation, and major issue management

- Explore Reporting and Performance Analytics, - Create Targeted Communications and Special Handling Notes, -Investigate other key process applications including the Customer and Consumer Service Portals, and Communities, -Explore Customer Service Management with Service Management.

Intended Audience

  • Customer Service Manager
  • Customer Service Application Administrator
  • ServiceNow System Administrator
  • Technical Consultants and Administrators – who will be configuring, developing or supporting the CSM applications

Learning Objectives

Through blend of interactive lectures and hands on labs, group discussions, lab work, and simulated environment, participants explore the core concepts and features of ServiceNow Customer Service Management (CSM) application and perform Administrative functions in their own instance.


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


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Yes, course requiring practical include hands-on labs.
Yes, we do offer corporate training More details
Yes, we do.
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.
Buy-Now. Pay-Later option is available using credit card in USA and India only.
You will receive the digital certificate post training completion via learning enhancement tool after registration.
Yes you can.
Yes, we do. For details go to flexi
You can pay through debit/credit card or bank wire transfer.
Dubai, Goa, Delhi, Bangalore.
Yes you can request your customer experience manager for the same.
You can buy online from the page by clicking on "Buy Now". You can view alternate payment method on payment options page.
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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.
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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.
In both, you choose the schedule. In public, other participants can join, Private other participants want to join.
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.
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Travel and Visa

Yes we do after your registration for course.

Food and Beverages



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