Customer Service Management (CSM) Fundamentals Course Overview

Customer 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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  • Live Online Training (Duration : 16 Hours)
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  • Live Online Training (Duration : 16 Hours)
  • Per Participant

♱ Excluding VAT/GST

Classroom Training price is on request

You can request classroom training in any city on any date by Requesting More Information

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Course Prerequisites

To successfully undertake training in the Customer Service Management (CSM) Fundamentals course, participants should have the following minimum prerequisites:

  • Basic understanding of customer service principles and practices.
  • Familiarity with ServiceNow platform navigation and functionality.
  • Awareness of the differences between B2B (Business-to-Business) and B2C (Business-to-Consumer) service models.
  • Fundamental knowledge of IT Service Management (ITSM) is helpful but not required.
  • Comfort with using web-based applications for learning and hands-on labs.
  • Willingness to engage in both theoretical lessons and practical exercises.

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.

Target Audience for Customer Service Management (CSM) Fundamentals

The Customer Service Management Fundamentals course is designed to enhance expertise in ServiceNow's CSM solution for various professionals.

  • Customer Service Managers
  • IT Service Managers
  • ServiceNow Administrators and Consultants
  • Technical Support Staff
  • Business Analysts
  • Operations Managers
  • Customer Success Managers
  • Product Support Engineers
  • IT Professionals looking to transition into Customer Service roles
  • Process Improvement Specialists
  • Customer Experience (CX) Strategists
  • CRM Specialists
  • Service Desk Analysts
  • Customer Service Representatives seeking advancement
  • CSM System Implementers
  • Service Management Professionals

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

Introduction to Learning Outcomes:

The Customer Service Management (CSM) Fundamentals course equips learners with core principles, practices, and tools to enhance customer service workflows on the ServiceNow platform.

Learning Objectives and Outcomes:

  • Understand the features and benefits of ServiceNow’s CSM solution and how it differs from IT Service Management (ITSM).
  • Position CSM effectively across various workflows within the Now Platform.
  • Recognize why a specialized CSM approach is preferable over customizing ITSM for customer service needs.
  • Differentiate between business-to-business (B2B) and business-to-consumer (B2C) models within the context of CSM.
  • Describe components of customer and product portfolios and their management through CSM.
  • Configure core CSM data structures and supporting reference data for effective service delivery.
  • Manage customer cases efficiently by leveraging communication channels, case matching, and assignment rules.
  • Utilize the CSM agent workspace and understand the integration of CSM with other service management processes.
  • Enhance customer experience with B2B and B2C portals, service catalog, community, and knowledge management.
  • Analyze and track customer service data to inform business decisions and improve service delivery.