ServiceNow Customer Service Management Fundamentals training and certifications

ServiceNow Customer Service Management Fundamentals Certification Training 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.


ServiceNow Customer Service Management Fundamentals training and certifications (Duration : 16 Hours) Download Course Contents

Live Virtual Classroom Fee On Request
Group Training
01 - 02 Nov 09:00 AM - 05:00 PM CST
(8 Hours/Day)

06 - 07 Dec GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)

1-on-1 Training (GTR)
4 Hours
8 Hours
Week Days

Start Time : At any time

12 AM
12 PM

GTR=Guaranteed to Run
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
On Request
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Course Prerequisites