{"product_id":"servicenow-customer-service-management-csm-essentials-training","title":"ServiceNow Customer Service Management (CSM) Essentials Training","description":"\u003cdiv\u003e\u003cp\u003eIn this 3-day interactive course, attendees master the core configuration and administration of the ServiceNow® Customer Service Management (CSM) product. Through lectures, group discussions, and hands-on labs, participants build on existing knowledge and skills by applying implementation good practices. This course is designed for ServiceNow customers, partners, and employees who administer features, functions, and data associated with Customer Service Management.\u003c\/p\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch3\u003eServiceNow Customer Service Management (CSM) Essentials Training Benefits\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eUpon completion of this course, learners will be able to:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eDescribe the Customer Service Management product in terms of features, benefits, and architecture.\u003c\/li\u003e\n\u003cli\u003eDefine essential customer service concepts and processes, including the difference between Interaction Management and Case Management and their end-to-end lifecycles.\u003c\/li\u003e\n\u003cli\u003eManage and administer customer data such as Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, Install Base items, etc.\u003c\/li\u003e\n\u003cli\u003eAddress customer inquiries and resolve issues using Cases, Case Types, Case Tasks, State Flows, Escalations, Major Issue Management, etc.\u003c\/li\u003e\n\u003cli\u003eConfigure the baseline Case configuration using Case Types and Service Definitions.\u003c\/li\u003e\n\u003cli\u003eConfigure and use CSM Configurable Workspace to manage and work Cases originating from a variety of communication channels.\u003c\/li\u003e\n\u003cli\u003eEnhance agent productivity using Advanced Work Assignment for Interactions and Cases.\u003c\/li\u003e\n\u003cli\u003eManage cases intelligently using Special Handing Notes and Targeted Communications.\u003c\/li\u003e\n\u003cli\u003eTrack the health of the business processes using analytics for Customer Service Management. \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cb\u003ePrerequisites\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli\u003e\u003ca target=\"_blank\" href=\"https:\/\/learning.servicenow.com\/lxp\/en\/now-platform\/welcome-to-servicenow?id=learning_course_prev\u0026amp;course_id=2f61d383475cf95890542034846d4307\" rel=\"nofollow noopener\"\u003eWelcome to ServiceNow\u003c\/a\u003e\u003c\/li\u003e\n\u003cul type=\"circle\"\u003e\n\u003cli\u003eOn Demand\u003c\/li\u003e\n\u003cli\u003e3-hours\u003c\/li\u003e\n\u003cli\u003eThis course provides critical core skills on Navigation, Form Usage, List Filters, and more!\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cli\u003eServiceNow Administration Fundamentals (SNAF) Training\u003c\/li\u003e\n\u003cli\u003eServiceNow Platform Implementation Training\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cb\u003eExam Information\u003c\/b\u003e\u003c\/p\u003e\n\u003cp\u003eUpon completion of either the Customer Service Management Implementation or the Customer Service Management Essentials course, the candidate will be eligible to access voucher code for the Certified Implementation Specialist – Customer Service Management exam in their ServiceNow learning account.\u003c\/p\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\u003cdiv\u003e\u003ch3\u003eServiceNow CSM Essentials Training Outline\u003c\/h3\u003e\u003c\/div\u003e\u003cdiv\u003e\n\u003ch4\u003eLearning Objectives\u003c\/h4\u003e\n\u003cp\u003eModule 1: Introduction\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eDefine essential concepts such as Customer Service Management, Customer, Service Provider, and Service Request Channels\u003c\/li\u003e\n\u003cli\u003eDifferentiate between a Case and an Interaction\u003c\/li\u003e\n\u003cli\u003eDescribe the CSM application architecture in terms of applications and features\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 2: Customers\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eDefine common business models such as B2B, B2C, and B2B2C\u003c\/li\u003e\n\u003cli\u003eExtend a customer data model\u003c\/li\u003e\n\u003cli\u003eCreate and manage core customer data\u003c\/li\u003e\n\u003cli\u003eRelate customer data to interactions, cases, and case tasks\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 3: Interactions\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eGet skilled in Interaction Management in the CSM Configurable Workspace\u003c\/li\u003e\n\u003cli\u003eDiscuss Communication channels and differentiate between Agent Chat and Virtual Agent\u003c\/li\u003e\n\u003cli\u003eConfigure interaction routing using Advanced Work Assignment\u003c\/li\u003e\n\u003cli\u003eDiscuss Agent Affinity\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 4: Products and services\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eDefine Products and Product Models\u003c\/li\u003e\n\u003cli\u003eDiscuss Install Base management and its components - Sold Products and Install Base Items\u003c\/li\u003e\n\u003cli\u003eView the Install Base Data Model Hierarchy\u003c\/li\u003e\n\u003cli\u003eDiscuss Install Base Industry Use Cases and implementation Best practices\u003c\/li\u003e\n\u003cli\u003eIntroduce Contracts, Entitlements, and Entitlement Workflows\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 5: Case\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eReview the concept of Case and case initiation\u003c\/li\u003e\n\u003cli\u003eDescribe the Case Lifecycle flow\u003c\/li\u003e\n\u003cli\u003eRecognize the importance of SLAs for improved Case management\u003c\/li\u003e\n\u003cli\u003eUse Special Handling Notes to highlight important case details\u003c\/li\u003e\n\u003cli\u003eWork cases in the CSM Workspace and explore CSM customizations\u003c\/li\u003e\n\u003cli\u003eIdentify the benefits of Case Types\u003c\/li\u003e\n\u003cli\u003eConfigure custom Case Types\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 6: Case initiation\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eDiscuss Case Routing and assignment and review available configuration options\u003c\/li\u003e\n\u003cli\u003eExplore how Agent Affinity enhances Advanced Work Assignment\u003c\/li\u003e\n\u003cli\u003eIntroduce Service Definitions in the context of Case Types\u003c\/li\u003e\n\u003cli\u003eConfigure the Case Type Selector\u003c\/li\u003e\n\u003cli\u003eReview the Email-to-Case and Service Catalog-to-Case process flows\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 7: Case in progress\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eDefine Case Tasks and use them to manage cases more efficiently\u003c\/li\u003e\n\u003cli\u003eGet familiar with Case Task Service Definitions and how they relate to Case Types\u003c\/li\u003e\n\u003cli\u003eConfigure Blocking Tasks\u003c\/li\u003e\n\u003cli\u003eEscalate and manage an escalated Case\u003c\/li\u003e\n\u003cli\u003eConfigure Case Summaries\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 8: Case resolution and closure\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eExplore the Case Resolution process flow\u003c\/li\u003e\n\u003cli\u003eCapture Case Details using Post Case Review notes\u003c\/li\u003e\n\u003cli\u003eConfigure automatic case closure\u003c\/li\u003e\n\u003cli\u003eGenerate CSM process feedback through automated surveys\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 9: Major Case Management and Targeted Communications\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eDetermine when to promote a Case into a Major Case\u003c\/li\u003e\n\u003cli\u003eGet familiar with the structure of a Major Case\u003c\/li\u003e\n\u003cli\u003eManage Affected Customers using the Recipient List\u003c\/li\u003e\n\u003cli\u003eExplore the Major Case Management process flow\u003c\/li\u003e\n\u003cli\u003eConfigure Targeted Communications\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003cp\u003eModule 10: Metric Strategy\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cul type=\"square\"\u003e\n\u003cli\u003eDiscuss the importance of having a Metric Strategy\u003c\/li\u003e\n\u003cli\u003eReview and discuss best-practice CSM metrics\u003c\/li\u003e\n\u003cli\u003eNavigate persona-based dashboards\u003c\/li\u003e\n\u003cli\u003eReview the CSM dashboard configuration process\u003c\/li\u003e\n\u003cli\u003eGet a quick look into analysis and metric building tools\u003c\/li\u003e\n\u003cli\u003eHands-on practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e","brand":"ServiceNOW","offers":[{"title":"266C72US \/ 2026-06-08T09:00:00 \/ Online","offer_id":45707854086305,"sku":"US-2523-IL","price":0.0,"currency_code":"USD","in_stock":true}],"url":"https:\/\/ltree-wmata-dev.myshopify.com\/products\/servicenow-customer-service-management-csm-essentials-training","provider":"Learning Tree International","version":"1.0","type":"link"}